Practice Policies

In a medical emergency, please call 000 and ask for an ambulance.

Should you require medical attention after hours, please telephone 13SICK on 13 7425 for further information.

To receive your results, you need to schedule a follow-up appointment with the doctor you saw. After completing the necessary tests, your results will be sent back to your doctor. This follow-up appointment is always bulk-billed if you have a Medicare Card and no other issues are discussed during the consultation. If other health concerns or requests are addressed in the same appointment, there will be a consultation fee.

Depending on the type of test performed, a consultation may be necessary to receive the results.

Patients are responsible for following up on their test results, and we strongly encourage our patients to be proactive about their healthcare by booking an appointment for results before leaving the clinic.

We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We take feedback, complaints, and concerns very seriously.

If you have any concerns, please speak with us directly. When appropriate, we can arrange a meeting with a member of our Practice Management team.

Alternatively, you can express any concerns, including those related to privacy, using our enquiries form.

We will strive to resolve your concerns according to our resolution procedure. If you wish to escalate your complaint, you may contact the Health Quality and Complaints Commission in Queensland by mail at PO BOX 3089, Brisbane 4001 or by phone at 3120 5999.

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

Please click here to download a copy of the Australian Charter of Healthcare Rights brochure.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws. Our clinic is part of the Better Medical group of practices and we follow the Better Medical Privacy Policy which you can access by clicking here: https://bettermedical.com.au/p...

We use recalls and reminders to help you stay up to date with recommended healthcare, follow-up appointments, health checks, vaccinations and screening.

We will make every effort to contact you when follow-up is required. However, it is your responsibility to attend recommended appointments and follow up on your healthcare.

Please ensure we have your current contact details so we can contact you when needed.

Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take a message to pass on. The Doctor or nurse will be in touch the same day, or, if they are not available that day, the next time they are scheduled to be in clinic.

Practice policy is that we do not conduct consultations via email. The practice will not usually discuss results over email as we cannot guarantee confidentiality. Exceptional circumstances may apply; however, this is at the doctor's discretion and must be communicated and agreed upon at the time of a face-to-face consultation.

Email is generally used only for correspondence of a non-sensitive nature. While we make reasonable efforts to secure email communication, users should be aware that transmitting information across the Internet carries inherent risks and may not be secure. While we review emails daily, please allow up to 2 working days for a response. For any urgent queries, we recommend calling our clinic for immediate attention.