Patient Information and Policies

Appointments

We take appointments 7 days a week. You can make an appointment online, by phone 02 9987 1007, or in person. It is recommended to book an appointment to see your preferred doctor. A normal consultation is 15 minutes, if you require a double appointment please call us. 

 

Referrals, Prescriptions and Results

All referrals, prescriptions (new and repeat), and receiving results require a consultation with a doctor. We do not take requests for scripts or referrals via email, and reception cannot release your results. Please ensure you book a follow-up appointment to see your GP to find out the results of your test or procedure. 
 

Telehealth 

Telehealth appointments are available to existing patients of the practice who have been seen at least once for a face-to-face consultation in the last 12 months. For patients without a Medicare card or who have not attended in 12 months, private fees apply. 

Billing

We are predominately a Medicare Bulk Billing Practice. Please note there is a private out-of-pocket fee for all skin cancer checks, surgical procedures, and travel vaccines. Appointments with our children's doctor, Dr Geoff Darvas, incur a private fee unless you have a Centrelink pension/healthcare card. Some of our doctors charge a fee for new patients for their initial consultation, you will be advised of this prior to your appointment. New patients pay privately for their first visit on weekends and public holidays. 

Allied Health consultations such as Psychology and Physiotherapy incur an out-of-pocket fee, these costs may be reduced if you have private health insurance or certain referrals from a GP may entitle you to a Medicare rebate. 

Non-Attendance

If you do not give at least 60 minutes notice of an appointment cancellation a non-attendance fee of $30 will be payable before your next visit.

Walk in Policy

We do accept walk in patients throughout the day, however you are not guaranteed a time. When you arrive the receptionist will give you an estimate of your wait time. We stop accepting walk in patients when we are at capacity.

 

Please note if you have come without an appointment, our GPs are happy to fit you in and consult on the following issues:

  • Urgent or unexpected conditions on the day

  • Unexpected emergencies

  • One issue consultations (e.g. Prescription renewal).


Medical Certificates
An appointment is required in order for your GP to issue a Medical Certificate for medical conditions requiring time off work. Medical Certificates cannot be backdated. 

Personal Health Information
Your medical record is a confidential document. It is practice policy to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the ten National Privacy Principles available at http://www.privacy.gov.au/health/index.html. 

Transfer of Medical Records 

If you would like to have your medical records transferred to us from another practice, please ask our reception team and this will be organised for you. Please be aware that most practices charge a small fee to transfer medical records to cover the cost of printing and postage.

Home Visits
Home visits are not available during our opening hours.


After Hours
For medical emergencies, dial 000. For after hours home visits please call 137 425 (13SICK) for a bulk billed visit through a third party operator. Alternatively, call our after hours number 0414 510 879 to talk to one of our GPs and arrange a home visit (private fee payable). The closest public hospital to the surgery is Hornsby Hospital. 


Emails
It is a practice policy that no consultation will be conducted via email as we cannot guarantee confidentiality. If you need to speak with a GP or need medical advice please call the practice and schedule an appointment. We do not take appointments by email. Please use HotDoc for this service, or call the practice 02 9987 1007.

Change of Personal Details 
Please inform our staff of any changes to your name, address, phone number, health care/pension card or Medicare number.


Feedback and Complaints 
If you are unhappy or have a complaint regarding any aspect of your care, please discuss the matter with your GP/doctor or with practice staff. You can email the Practice Manager directly at pracman@hornsbymc.com.au. If you feel that you are unable to speak to us directly, you may also contact the Health Care Complaints Commission on 1800 043 159.

Interpreter Service 
All our GP/doctors have access to a telephone interpreter service. This needs to be booked in advance so please advise reception when booking your appointment if this service is required.