Appointments
- How to make, change and cancel appointments
- Standard appointment duration
- Long appointments and procedures
- Urgent appointments
- Walk-in policy
- Late-arrival policy
- Your DNA policy: cancellation at least one hour beforehand and possible $30 non-attendance fee
- Email and website contact forms are not monitored for appointment requests or urgent medical care
Emergencies and After-Hours Care
For a life-threatening emergency, call Triple Zero (000) or attend the nearest emergency department.
- The clinic's after-hours provider, such as 13SICK, if this remains your arrangement
- After-hours phone number
- Nurse-on-Call details, where appropriate
- Website messages and emails are not monitored continuously
- Expected response time for non-urgent online enquiries
Results, Referrals and Recalls
- How patients receive test results
- Patients should not assume "no news is good news"
- How clinically significant or abnormal results are communicated
- How reminders and recalls operate
- How referrals and specialist correspondence are managed
- Patients remain responsible for attending recommended follow-up
Telephone and Electronic Communication
- When patients can speak with a doctor or nurse
- Whether clinical advice is provided by email
- Email privacy and security limitations
- Response timeframe
- No urgent requests by email
- Identity verification before releasing information
RACGP guidance notes that unsecured email can create privacy and security risks when health information is transmitted.
Interpreter and Communication Assistance
- Translating and Interpreting Service availability
- National Relay Service information
- Assistance for patients with hearing, speech, language or literacy needs
- Patients may request an interpreter when booking
Accessibility
- Wheelchair access
- Accessible toilet availability
- Accessible parking
- Assistance animals
- Support persons and carers
- How patients can advise the clinic of additional accessibility needs
