Terms and Conditions of Service

By using our services, you are deemed to have read our terms and

conditions of service and agree to abide by them.

Pre-payment policy

We can no longer waste precious time and valuable resources handling arrears. We need to free up staff time to focus on our core business of providing the quality care and service you expect and deserve.

To facilitate a more efficient and effective management of our accounts, we will be implementing a pre-payment requirement for all appointments or services, as part of our new policy starting on the 8 April 2024.

In-person appointments:

If you are booking an appointment to see the doctor/nurse in person, please come 10 minutes before your appointment to pay at the front desk. Following your consultation, if there are no additional charges incurred, you can promptly leave the medical centre.

In the event of an extension of consultation time or any add-on services (e.g. ECG) being provided, please proceed to reception immediately after your consultation to make the additional payment or late fees apply.

Please take note that we only accept cash/EFTPOS/Southern Cross. (no credit card/bank transfer)

Bank transfer is reserved for email or phone repeat prescriptions requests and phone consultations.

Payment must be received before any prescription is issued or sent to a pharmacy.

We appreciate your understanding and co-operation.

Late Payment Penalties

Monitoring payments and resolving unpaid accounts is very time consuming and challenging. We are not in the business of debt recovery and simply do not have enough hours in our working day to chase overdue accounts. Help us as we work hard to improve our service delivery.

To encourage timely payments, we are introducing Late Payment Penalties.

There will be a $10 Late Payment charge for accounts not settled on the day of any IN-PERSON consultations/services.

Direct bank transfer is reserved for email or phone repeat prescriptions requests and phone consults which will be given a 3 days grace period to pay. Failure to do so within 3 days from the invoice date will incur a late payment charge of $10.

Payment not made within 7 days from invoice will be charged an Administration Fee of $20 to reflect the administrative cost of handling slow payments.

Accounts that remain unpaid for more than 4 weeks will incur an additional late payment fee of $30 and be passed to a Debt Collection Agency. Debt collection costs will also be recovered from the overdue account holder.

All outstanding balances must be paid before any other services will be rendered. We also reserve the right to review the enrolment of non-payers.

We urge you to pay on the same day of service/invoice to avoid incurring any late fees. Thank you for your prompt payment.

Non-Attendance / Late Cancellation Fees

Appointments with our doctors and nurses are in high demand.

If you are unable to attend your appointment or no longer need it, please advise reception as soon as possible via phone or email so that others waiting for an appointment can have the time instead.

If you fail to show up for your appointment or do not notify us within 6 working hours of your appointment time, full fees will apply to all age groups including children and for all appointment types including nurse and phone appointments.

Children who miss doctor’s appointments will be billed full adult fee.

Unkept nurse appointments for funded (free) vaccinations will incur a $30 fee.

Late for appointment

Please be punctual for appointments. We understand that sometimes there may be unexpected delays causing late arrivals. We will try our best to let you be seen but it may not always be possible given our busy schedules.

Late arrivals will result in a shortened consultation time. Please understand we are unable to squeeze in a full 15 minutes consult which will push the rest of the day’s appointments off schedule.

Any extension of duration (only if the doctor’s tight schedule permits) past the allocated 15-minute appointment time will incur additional charges.

Late arrivals by more than 10 minutes will not be seen as doctors cannot rush through a patient in the remaining 5 minutes or less. However, full fees will still be charged.

Mask wearing rule and safety precautions

To protect our patients and staff, we still require MASKS to be worn at all times inside our premises as it is an effective way to prevent the spread of infections.

We ask everyone from 10 years of age to please wear a mask because the clinic is an indoor enclosed space used by babies, young children, the elderly or immunocompromised persons. We also need our staff to stay well so that we can continue to provide an essential service to our community.

For added precaution, anyone with a fever, cough, runny nose, sore throat, body aches or any other cold or flu symptoms should NOT enter the waiting room/reception area. Upon arrival, please notify the receptionist by phone and wait in the car or outside at the SIDE ENTRANCE.

Repeat prescription request

Repeat prescriptions must be paid for before the prescription is issued or sent to a pharmacy.

Kindly pay to ANZ bank account 06-0878-0798137-00.

For faster handling of your prescription request, paying from an ANZ account may speed up the payment process.

You must include your NHI as a reference so we can allocate the payment correctly. Your NHI will be provided to you in our prescription text notification.

Please remember to let us know the pharmacy that you would like the prescription to be sent to.

Our regular wait time for a repeat prescription is up to 48 hours (weekends and public holidays not included) AFTER payment is RECEIVED, although we aim to be faster. You will be notified by SMS once an approved prescription has been sent to your

preferred pharmacy.

NOTE:

Patients on Long Term Medications are required to be reviewed by our doctor within the last 6 months. This is an important safety practice to ensure that our patient’s health is monitored and managed regularly.

If you have not seen the doctor within the last 6 months in relation to your long-term medication, you need to make an appointment to see the doctor before any further medication can be prescribed.