Our Patients

What you need to know

Before you visit us, you may have a few questions.

Here, you’ll find all the details you need about your appointment, your payment and our practice policies.

Call us on 02 9051 2885

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Your appointments

Seeing your GP is vital to staying well. That’s why we make receiving care as easy and accessible as possible.

Here are some important things to know about your appointment, and how we can meet your needs.

We’re an appointment-based practice. That means you’ll need to book in to see one of our health professionals. You can do this via our online booking system – or by calling us on 02 9051 2885.

If you need a last-minute appointment, we will accept walk-ins. However, we won’t be able to promise an immediate appointment with your preferred health professional. You may need to wait until there’s someone ready to see you.

If you’re scheduling childhood immunisation, please let us know when booking your appointment as we’ll need to ensure both a GP and a practice nurse are available.

Most of our patient consultations fit within the allocated 20 minutes. However, for the following reasons, you may need a longer consultation (30 minutes):

• Complex issues
• Multiple issues
• Travel consultations
• Employment related medical examinations

If you’re a regular patient and cannot leave your home or visit our practice for any reason, we’ll do all we can to come to you.

However, visits will depend on your doctor’s availability and how close you live.

For more details, simply call 02 9051 2885 to speak with one of our lovely receptionists.

If you speak a language other than English, please let us know when you book your appointment. We’ll do everything we can to pair you with a health professional who speaks your language, or we can arrange a phone translator.

If you require an Auslan sign language interpreter, you can arrange for one to join your consultation at nabs.org.au. They can also be reached on 1800 246 945.

Our opening hours are:

Mon-Fri: 9am – 5:30pm
Sat-Sun: 9am – 1pm

However, we understand you may need assistance outside these hours. That’s why we’re registered with the National Home Doctor Service. Simply call 13 74 25 (13 SICK) and inform them that you’re a patient of My Family Doctors.

If you need urgent medical attention, call 000 and opt for an ambulance.

Your payment

It’s important to us that payment time is a breeze for you and your family. So if you have any concerns around paying, please let us know. We’re happy to help wherever we can.

We’re a mixed billing practice. That means we offer bulk billing to patients with a valid Pension Card, Commonwealth Concession Card, Healthcare Card or DVA Card.

For all other patients, an out-of-pocket fee will apply. If you have extenuating circumstances, please do not hesitate to let our compassionate team know and we will do our best to help you.

After your appointment, you can see one of our lovely receptionists to pay. We have EFTPOS/Hicaps Facilities onsite.

Our practice policy

To look after our staff, our practice – and above all you – please review and follow our practice policies below.

During our opening hours, our health professionals are contactable. However, if they’re seeing another patient at the time of your call, you can leave a message. We’ll let you know when you should expect a call back.

If it’s an emergency, your GP will prioritise your call and speak with you right away.

We don’t accept medical queries via email. Since we are unable to assess and examine your condition properly, we kindly ask that you book an appointment instead.

Given the importance and often complex nature of medical results, we believe it’s our duty to deliver them to you in person.

Unless, of course, there is a valid reason, we ask that you make an appointment to receive your results. Your doctor will let you know when to expect your results, and we’ll remind you to book an appointment.

Prevention is key to long-term health. That’s why, as a My Family Doctors patient, you may receive a personalised reminder to book a preventative care appointment from time to time.

If you’d prefer to not receive these notifications, please let our reception staff, or your GP, know.

If you’re after a referral or prescription from your GP (new or repeat), you’ll need to book an appointment. Your GP will assess your condition and determine the best course of action.

Our team is highly vigilant. That means we won’t be able to backdate a document or sign without a consultation.

If you misplace your referral before handing it over to your medical specialist, you may need to pay a small fee for a new one.

We hold your personal health information with the utmost safety and confidentiality. Only members of our team and authorised individuals will have access.
To further protect your privacy, we do NOT:

• Disclose your details or medical information via email or phone
• Share your details or medical information with your friends or family without your permission
• Share the details or medical information of a child aged 14 years and over with their caregiver without their permission

Following Medicare rules, a child aged 14 years and over can attend an appointment and consent to normal medical treatment without their caregiver’s permission or knowledge.

Moving house? Changing your name? Please be sure to let us know as soon as possible so we can update your details. We want to be able to contact you without a hiccup.

We understand a visit to the doctors may not always be the most enjoyable time, but we strive to make it as positive as possible for you.

So to continue to improve our service and our practice, we welcome your feedback.

Have any concerns, suggestions or complaints? Or maybe you want to share what we’ve done right? You can talk to your health professional or our receptionist staff. They’re ready to listen.

Alternatively, you can leave a written note at our front desk. We’ll get back to you within 24-48 hours.

If you want to take the matter further, you can contact The Medical Registration Board, the AMA or the Health Care Complaints Commission.

Our team is happy to send you in the right direction. Otherwise, you can visit hccc.nsw.gov.au.

My Family Doctors is a family clinic with a team that only wants to help you. That’s why we don’t condone any form of aggressive or intimidating behaviour – verbal or physical.

At the first sign of anti-social behaviour, we’ll have to ask you to leave the clinic, or end the phone call.

We are then at the discretion to cease our ongoing medical care – transferring you and your medical records to a clinic and practitioner you nominate.

For the health and wellbeing of both our patients and our team, we’re a strict non-smoking zone. That means smoking and vaping is prohibited within the clinic, and in our immediate surroundings. We thank you kindly for your understanding.

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