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Practice Policies


Billing is at the discretion of your Doctor. 

New patients are generally Privately Billed by your Doctor. If you have not attended Your Doctor in the last 2 years you may be deemed a New Patient. 

Bulk Billing by your Doctor may be available for existing patients on Weekdays if you have a current Medicare Card.

For patients with a Pension Card, Health Care Card or Children under 16 your Doctor may still Bulk Bill your visits. Please enquire with reception when booking.

Your Doctor will Bulk Bill White DVA card holders seen for their specified condition and Gold DVA card holders

If you are an overseas patient or do not have a Medicare Card, please ask Reception when booking your appointment for fees. 

Sundays are Privately Billed. 

Please also see the policy regarding “One Problem Per Consult”

One Problem Per Consult

We kindly request that patients STRICTLY only discuss ONE problem per consult so that Your Doctor can continue to provide high standard bulk-billed* service to eligible patients.

If you have a second problem, please respect fully book another consultation. If long appointments are needed, Your Doctor may privately bill for these consults. The cost of Privately Billed consults will vary depending on the time taken. 

Cancellation Policy

Cancellations of Doctors and Nurses appointments must be made at least 4 hours prior to the booked appointment. For morning appointments this means it needs to be cancelled on the day prior to the booked appointment.

Otherwise a missed appointment/ late cancellation fee of $40 will be charged. Unfortunately there can be no Medicare rebate for this fee.
Your Doctor does not want to collect this fee. Your Doctor wants you to carefully consider your booking. Doctors and our Practice Nurse’s are generally booked up well in advance of the day and often it is difficult for sick or distressed patients to get appointments on the day.

Your Doctor understand that this type of fee can be upsetting. Unfortunately your Doctor has found that this is the only way to effectively reduce late cancellation and missed appointments.

Script Renewal

In the interest of good medical care, you will generally need to see the Doctor in person or via telehealth/telephone in a consult regarding prescriptions. Prescriptions may be available outside consultation at the discretion of your Doctor, however an administration fee ($25 as a guide) may apply for each script requested. These scripts are generally 1 month supply of medication.

No scripts for NEW medication will be provided without a consult.

*72 hrs notice is required.

Referrals to Specialists

You will generally need to see the Doctor in person or via telehealth/telephone in a consult regarding repeat referrals. Repeat referrals may be available outside consultation at the discretion of your Doctor, however an administration fee ($25 as a guide) may apply for each referral requested.  

Doctors are unable to “back date” referrals. 

 No referrals to a NEW specialist will be provided without a consult. 

*72 hrs notice is required.

QML Pathology onsite

Pathology specimens are generally collected at a Pathology collection Center. QML has a collection inside the Medical Centre. This Centre is open Monday to Friday 8.30 am – 12.30 pm

Alternatively you may attend the Pathology Collection Centre of your choice.

Most Pathology is Bulk-Billed. Sometimes the Pathology provider charges a fee for specialized tests. Please check with the Pathology Provider regarding Billing when getting the test done.

Complaints Policy

All patients, external agencies and other stakeholders have a right to register a complaint regarding the service they receive. For further information please request a copy of our Complaints Policy from reception.

The Office of the Health Ombudsman reviews and investigates health complaints. If you have a complaint and it was not resolved to your satisfaction, you may wish to contact the Office of the Health Ombudsman. This independent organisation reviews and investigates health complaints.

Office of the Health Ombudsman – Telephone: 133 646
Address: PO BOX 132811, GEORGE STREET, BRISBANE, QLD, 4003

If you feel that your complaint remains unresolved, you can contact the Privacy Ombudsman on (07) 3005 7000; or write to the Privacy Ombudsman GPO Box 3314, Brisbane QLD 4001.

A Privacy Policy is available free of charge, please ask.

After Hours Medical Assistance

For after hours medical assistance, please contact National Home Doctor Service on 13SICK. This is a bulk-billing service available on weeknights, weekends and public holidays. For emergencies, please dial 000 or go to your nearest hospital emergency department.

Communication policy including receiving and returning telephone calls

Your Doctor prefers not to take telephone calls during consultations, except in an emergency. A message will be taken and you doctor will then take the necessary course of action.

How we handle your health information

Staff are trained to handle your information discreetly and privately. Personal and private information are collected and may be held on both electronic and hard copy files. A range of security initiatives to protect your information from loss or misuse (password protected electronic storage and secure management of hard copy records). If you have questions about how your information is handled, please speak to your treating Doctor.

Medical Students

From time to time Medical students may be present at this practice. This is an important part of a student’s training as it allows them to put theoretical learnings into a real world context. The staff and Doctors at the practice will seek your consent before involving a Medical Student in your care.