Policy

Below are our clinic policies covering new patients, arrivals, cancellations, telehealth, private services, prescriptions, recalls, reminders, after-hours care, and privacy.

New patient

If you are attending the clinic for the first time please arrive 10-15 mins prior to your appointment to complete registration. Discuss any privately charged items (e.g., driving medicals, surgical procedures) in advance.

Arrival at Clinic and Waiting Time

Please present to reception when you arrive and after seeing your doctor. If you have waited longer than 30 minutes or have concerns about waiting times, advise reception. If you are unable to attend, contact the clinic at least 2 hours prior to cancel.

Did Not Attend (DNA) Policy

Appointments not attended or not cancelled 2 hours prior will be charged the full consultation fee (no rebate). Cancel 2+ hours before via:

Telehealth policy

  • Existing patients with a face-to-face consultation in the last 12 months are eligible.
  • All telehealth consults incur a private fee (including concession/pension and children under 15).
  • Some services cannot be done via telehealth; physical examination may be required.

Private consultations (non Medicare cover)

Medicare does not rebate non-medical-illness consultations; full fee applies. Standard GP appointment may be required first for assessments. Examples:

  • Driving licence medical (private/commercial)
  • Nurse medical
  • Pre-employment medical
  • Insurance medical/report
  • Work injury/worker compensation (long appt first visit)
  • MVA (long appt first visit)
  • Travel health/vaccination
  • Document certification

S8 drug and drug of dependence policy

Our practice does not provide opioid or S8 medications on your first visit.

Reminder System

We send reminders for pap smears, immunisations, cancer screening, health assessments, chronic disease management, etc. via phone, SMS, or email. If you do not wish to receive reminders, advise reception.

Recall system

Recalls are essential to care. Urgent recall requires response within 24 hours. We will contact you via phone, SMS, or email for non-urgent recalls. You are responsible for follow-up results/review and further management.

Transferring Medical Records

Health summaries are sent at no fee to other health professionals. Whole file transfers incur administration/copy/postage or disc fees. Requests require written consent.

Interpreter Service (TIS National)

Please advise when booking if you require interpreter services.

After-hour care

We are affiliated with Night Dr. Call 1300 644 483 for after-hours care. If experiencing chest pain, shortness of breath, or any other pain, ring 000 and go to emergency.

Translator Services

Language difficulties: telephone translator 131 450. Hearing difficulties: Auslan interpreters 1300 287 526. Advise reception if needed.

Privacy

We comply with the Privacy Amendment (Private Sector) Act 2012 and Australian Privacy Principles. All health information is treated as sensitive. New patient forms request consent for discussing care with relevant health professionals; you may decline.

Disclaimer of non-endorsement

References to specific commercial products or services do not imply endorsement by Ellenbrook Medical Centre.