Practice Policies
The practice is committed to providing comprehensive care to all patients. Our doctors are trained and experienced in the broad range of problems dealt with in general medical practice. We believe your health is best managed by continuous care from the same source rather than taking different problems to different places. We will refer you for specialist opinions, investigations and treatment when necessary and advise you of any out-of-pocket costs.
Appointments
Consultation is preferably by appointment rather than presenting without an appointment as this may mean an extensive wait to see the Doctor. Urgent cases will be seen on the day.
Long Appointments
Patients requiring a medical, review of a complex health problem, forms completed, counselling for emotional difficulties or a second opinion, require a longer consultation. Please ask staff about this at time of booking.
Home Visits
Home visits are available for current patients within the immediate township who are unable to move from their homes due to illness. Please book early. There is an out-of-pocket fee of $80 for non-pensioners, and $60 for pensioners.
After Hours
Eastlakes Medical - after hours care is provided through GP ACCESS After Hours.
For medical attention after hours please call 1300 130 147. Please note home visits are not available for patients in the region.
Northlakes Medical - after hours care is provided through Bridges After Hours.
For medical attention after hours please call 4394 7333. Please note home visits are not available for patients on the central coast after hours.
Collection of Results
Most tests take a few days to be returned to the Doctor. It is recommended that patients make an appointment to discuss their results with the Doctor in person. If results are urgent, the practice will contact you directly to arrange an appointment. Our doctors are now able to provide this service over the phone where an appropriate phone consult is available.
Reminders
The practice offers a FREE service to all patients to promote a continuing quality of care. Our modern computerised medical system enables us to place a reminder into your medical record, whether it be a few months or a few years in the future. Our practices participate in National/State or Territory reminder systems/registers. If you do not wish to participate, please inform the Doctor or receptionist.
Fees
Our practices are mixed billing, we bulk bills pensioners, Health care card holders and children under 16. The practices bulk bills claimable services to the Dept of Veterans Affairs for gold and white card holders.
Phone consults are offered, and a Medicare rebate applies if you have attended the practice in the previous 12 months.
Procedures and other minor surgeries will now incur a small out of pocket fee. Please discuss with reception at the time of booking.
Other items that are not funded by Medicare include services for Workcover & Third-Party clients, medicals for employers, insurance companies, licences etc. & the provision of written medical reports to non-medical 3rd parties.
Patients are advised that they are responsible for out of pocket expenses associated with referrals by our Doctors to medical services including, but not limited to Specialists, Medical Imaging, Allied Health Professionals, Pathology, etc.
Patients are advised that this clinic has a NO SHOW Policy. Patients who fail to attend their appointment without 2 hours cancellation notice more than twice in a 12 month period maybe subject to a fee which is not claimable from Medicare for the amount of $40.00.
Contacting the Doctor by Telephone
It is the practice’s policy not to interrupt the Doctors while they are consulting unless in emergency situations. Our receptionist will take a message and forward it to the Doctor in between consultations where needed. Depending on the urgency, the Doctor will call you between patients or at the end of the session. You may like to speak to the Practice Nurse if you require information.
Contacting the Practice by Email
The practice will communicate via email for non-urgent general natured queries only. Please ask at reception for more information.
Translating and Interpreting Services
Translating services are available at the centre though TIS. Please ask reception for more information. For hearing impaired National Auslan Booking Services offer sign language interpreting for consultations- booking is required.
Your Personal Health Information
Our clinics are committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to always maintain security of personal health information and to ensure that this information is only available to members of staff when necessary. Please see our “Personal information, privacy and your Dr” brochure for more information on privacy and your healthcare.
Freedom of Information
You have the right to access your medical record under the Freedom of Information Act 1988. You may ask for copies which are to be approved by your Doctor before release or come and view your health record in person via an appointment.
Contacting the Doctor by Telephone
If you have a problem we would like to hear about it. Please feel free to talk to your doctor or the staff. You may prefer to email us lisaa@northlakesmedicalcentre.com.au or write a letter or please request from reception a complaint and feedback form. On occasion the Practice makes available written surveys for patients to complete, which aid in our continuous improvement strategies. Complaints can also be registered with the Health Care Complaints Commissioner, online http://www.hccc.nsw.gov.au/Complaints/How-To-Make-a-Complaint/default.aspx, post to Locked Bag 18, Strawberry Hills, 2021 or call 9219 7444
