Deposit
It may be difficult to appreciate why medical practices may need to obtain a deposit for an appointment. Our clinic had to introduce this policy a few years ago to deter ‘no-shows’ and very late cancellations. We require a 24-hour notice of cancellation otherwise the deposit payment is forfeited. If following your visit, no further appointment is required, the deposit charge will be refunded. If further appointments are required, the clinic retains your deposit for subsequent scheduled visits. The deposit payment will be processed as a refund following your last visit.
Accompanying Persons
Accompanying adults can attend the consultations but cannot be present during ultrasound scans or procedures. Please do not bring in small children when attending consultations, scans or procedures.
Arrival Time
Please arrive 15 minutes prior to your first visit to complete the registration process and the relevant paperwork. If you are running late, please let us know as soon as possible. If possible, we will try to accommodate you if you are running late, otherwise your appointment will be cancelled, and the deposit will be forfeited.
Registration
Prior to your first visit, your details including name, address, contact numbers, Medicare, private health fund details and other demographic details will be obtained to create your medical records. All records are kept in accordance with privacy measures for patient confidentiality and retained on the clinic database.
Photographs
Identification is an extremely important step in ensuring patient safety. Correct patient identification is an activity that is performed routinely in all healthcare settings. Risks to patient safety may occur when patients have similar names or have erroneously identified themselves. We have taken several measures including facial photography to minimise potential errors, to ensure safety and prevent Medicare and financial fraud. Our front desk administration staff will take photographs of every individual patient admitted to the clinic or the hospital. The photograph is then saved to the patient's electronic medical records. All records of patient photographs will be kept in accordance with privacy laws to ensure patient confidentiality and retained on the clinic database.
Please Note:
We are not able to offer services to individuals who refuse to complete the registration process that includes obtaining identifiation photographs. If you do not wish to be photographed, please ask your referring doctor to recommend another facillity or specialist. This is an essential and non-negotiable operational policy of our facility.
Doctors Running Late
Please note that we are a tertiary referral centre meaning that many of our patients present with complex problems and are referred by other specialists. This means that the consultation times may infrequently run overtime and take longer than expected. We sincerely apologise in advance if this is to occur and can re-schedule your appointment if you cannot wait. We strongly encourage you to ensure you have no immediate commitments scheduled for after your visit. If you are travelling from the country or inter-state and have a plane to catch, please allow a buffer of 4-5 hours after your visit to head back to the airport.
Appointment Cancellations
After your initial visit, the admin team will give you a series of appointments at convenient times for your subsequent visits. If you cannot attend an appointment, we understand. However, we kindly ask for 24 hours’ cancellation notice for short appointments and 7 days’ notice for major procedures. To reschedule or cancel an appointment, please call Reception on (02) 9386 0211 during business hours. Please do not use email or text messaging systems to make or change appointments or to discuss any medical concerns.
Please Note:
- Please do not use email or text messaging systems to change or reschedule cancellations. Please contact the reception desk during working hours on (02) 9386 0211 to change or make appointments.
- Please do not use email for any medical enquiries or concerns.
