Frequently Asked Questions
Billing Policy
We are a fully bulk-billed practice for patients with a valid Medicare card. To access bulk billed services, patients must present their Medicare card and ensure their details are up to date.
Most consultations and Medicare-eligible services are provided at no out-of-pocket cost. However, some services that are not covered by Medicare may incur additional fees. Our team will inform you of any applicable charges before treatment.
If you are unable to attend your appointment, please notify us as soon as possible. Patients who fail to attend a scheduled appointment without prior notice may incur a non-attendance fee of $20.00.
To comply with Reserve Bank of Australia (RBA) guidelines, a surcharge applies to certain card and digital payments. The applicable surcharge rates are:
No surcharge applies to EFTPOS or cash payments.
Private Health Insurance Claims
For patients who do not hold a valid Medicare card, we accept all major private health insurance providers. Fees for consultations and procedures may vary depending on the service provided and your level of cover. We recommend checking with your health fund regarding your eligibility and available benefits.
If you have any questions about our billing policy or private health insurance claims, please contact our reception team.
We encourage all patients to book an appointment in advance to ensure availability and minimise waiting times. Appointments can be conveniently booked online through HotDoc or by calling our reception team on (03) 8658 7343.
While we do our best to accommodate walk-in patients whenever possible, availability cannot be guaranteed. Booking ahead helps us provide timely and efficient care for all patients.
We accept all major private health insurance providers. While most health funds cover the full cost of eligible services, coverage may vary depending on your insurer and level of cover. In some cases, a gap payment may apply.
If your health fund claim cannot be processed successfully at the time of your appointment, you may be required to pay for the service directly. We will provide you with a detailed invoice and receipt, which you can submit to your health fund for reimbursement according to your policy entitlements.
We process OVHC and OSHC payments directly for Allianz and NIB with your policy number. For other insurances a valid card is a must.
If you have no medicare or no private insurance, a standard consultation fee of $70 will be applied. If you have any questions regarding fees, coverage, or claiming through your health fund, please speak with our reception team.
Test results are communicated only to the patient by the doctor. You may be asked to schedule a follow-up consultation to discuss your results and next steps.
Medical certificates are issued by your doctor following a consultation. They cannot be backdated, so it’s recommended to request one as early as possible in the course of illness.
If you’ve attended the practice within the past 12 months, you can book a telehealth appointment online. New patients are required to have an initial face-to-face consultation. Eligible patients may receive bulk billing for telehealth consultations.
MyMedicare is a voluntary program that supports longer Medicare-funded phone consultations and additional bulk billing benefits. Registration can be done via your myGov account, with assistance from our staff, or by completing a clinic form. Patients usually need at least 2 face-to-face visits within the past year to qualify.
Our practitioners strictly follow the AMA Code of Ethics regarding privacy and confidentiality. All medical records and consultations are securely managed and kept strictly confidential.
Yes. You can request a transfer of medical records by contacting our reception team, who will assist in obtaining records from your previous healthcare provider.
Cancellation Policy
If you need to cancel or reschedule your appointment, we kindly ask that you provide at least 2 hours' notice. This allows us to offer the appointment time to another patient in need of care.
A cancellation fee of $20.00 may apply to appointments that are missed without notice or cancelled with less than 2 hours' notice.