Policies & Procedures

All patients are required to have an appointment. We operate by appointment only to ensure every patient receives dedicated, unhurried care.

Urgent on-the-day appointments are available every day. Please phone the surgery on the morning and we will do our best to accommodate you. These may not be with your usual doctor.

If you have a preference for a particular doctor, we will make every effort to assist you. Otherwise you will always be offered another doctor to help you. Any doctor in the practice can readily access your electronic record. All medical records are confidential and will only be released with your consent.

The easiest way to book is through HotDoc, our online booking system, where you can view available appointment times and choose a doctor that suits your needs.

We are a private billing practice. All appointments will have a private fee. Medicare rebates are available to those eligible.

We process all Medicare rebates via Easyclaim at reception. Simply tap or insert your EFTPOS card after your consultation, and your Medicare rebate will be returned directly to your bank account — usually within a few minutes.

Full payment is appreciated at the time of consultation. We accept EFTPOS, Visa, Mastercard, and cash.

A number of services are bulk-billed at no out-of-pocket cost, including consultations for children under 16, DVA card holders, antenatal care, childhood vaccinations, GP management plans, and health assessments.

Results of X-rays and pathology will require an appointment unless prior arrangement has been made with your doctor.

Repeat prescriptions and referrals will also require an appointment to allow us to monitor your condition and keep your records up to date.

Referrals require your doctor to send a quality letter with necessary and recent history and results attached. It is illegal for us to backdate a referral.

Patients are asked not to send or request clinical information via email. Appointments, requests for scripts and referrals, and medical advice cannot be provided via email. Please call the surgery to make an appointment.

Patients can book appointments through our online booking system via HotDoc.

For referring practitioners, our HealthLink EDI is cronmedp.

Our practice operates a recall and reminder system to help you stay on top of important health checks, screening tests, immunisations, and follow-up appointments.

You may receive reminders by SMS or phone for overdue health checks, cervical screening, immunisations, chronic disease reviews, or follow-up on test results that require attention.

If you do not wish to participate in the recall system, please advise reception and we will update your preferences.

All our staff are trained and dedicated to serve you and you will be treated with courtesy and respect at all times. In return, we ask that you and anyone that you bring with you to the practice treat our administrative and clinical staff with the same courtesy and respect.

We have a zero tolerance approach to any verbal, aggressive, or violent abuse and behaviour towards our staff or other patients.

If a patient or anyone a patient brings with them to the practice is abusive, aggressive, or violent towards our staff and/or other patients, the police will be called and it may result in you being removed from our practice.

Our practice is committed to protecting the privacy and confidentiality of your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

We collect personal and health information that is necessary for providing you with quality healthcare services. This includes your name, contact details, date of birth, Medicare number, health fund details, and clinical information relevant to your care.

Your information may be shared with other healthcare providers involved in your care (such as specialists, hospitals, pathology, and radiology providers), Medicare and the Department of Veterans' Affairs for billing purposes, and as otherwise required or authorised by law.

We will not share your information for any purpose other than your healthcare without your consent, unless required by law.

You have the right to access your health records held by the practice. Please speak with reception or your doctor to arrange this. A fee may apply for the preparation of records.

If you have a concern about how your information has been handled, please raise it with our practice manager. You may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC).