Patient Information

In this section: Appointment Information | Billing Information | Results | Prescriptions | Referrals and Forms | After Hours Care | Continuity of Care | Reminders and Recalls | Confidentiality | Complaints and Compliments | Patient Resources


Important information from HotDocs our online appointment booking provider regarding patient information.

Appointment Information

Consultation times

Monday – Friday 8.00 am – 5.00 pm
Saturday & Sunday 9.00 am – 12.30 pm

Appointments can be booked by phoning our friendly reception staff on 02 6652 5322
Or online booking is available for most of our services by clicking on the “Book Now” button on the top right hand side of this page.

Standard Appointments

Standard appointments are up to 15 minutes and your Doctor will be able to discuss 1-2 presenting issues in this time.

Long Appointments

Long appointments are 15-30 minutes and your Doctor will be able to discuss more than 1-2 presenting issues or more complex issues in this time.

If you require a longer than standard appointment you will need to advise reception staff so that they can book you an appropriate appointment.

On the Day Urgent Appointments

Our practice sets aside some “on the day” appointments that are released at 8 am every day for patients that require urgent access to a GP.

Patients are encouraged to call as soon as possible on the day as these appointments fill very quickly.

Our reception staff may enquire as to the nature of your appointment needs so that they can arrange an appropriate booking or arrangements for you.

Please remember that if you are experiencing a medical emergency including chest pain or severe breathlessness you need to phone an ambulance on 000

Massage Appointments

Massage appointments are available for 30 minutes or 1 hour and can be booked on line or by calling the practice.

Massage is available for Remedial, Deep Tissue, Relaxation, Pregnancy, Oncology and Lymphatic Drainage.

Chiropractic Appointments

Chiropractic appointments are available by calling the practice. For more information on our Chiropractic services please refer to our services page.

Acupuncture Appointments

Acupuncture appointments are available for a large range of conditions and can be booked by calling the practice. For more information on our Acupuncture services please refer to our services page.

Integrative Medicine Appointments

Integrative Medicine appointments are available and can be booked by calling the practice. For more information please refer to our services page.

Medical and Workcover Insurance

Medicals often require a number of tests and involve a questionnaire and examination. You will need to ascertain what tests are required and talk with our staff for an appropriate appointment to be booked. You will need to complete your part of the paperwork prior to the appointment.

If you have any queries about what type of appointment you might require please call our friendly team and they will help you to book an appropriate appointment.

Unable to attend

Our practice sends out reminders by SMS if you have consented to this so that you won’t miss your appointment or forget when you get busy.

Appointments are important to everyone as our Doctors book out very quickly. If you are unable to attend your appointment please contact us as soon as possible so that we can offer your appointment to another patient who may require it.

Our practice policy for non-attendance appointments where you have not advised that you are unable to attend, is that the non-attendance is recorded and may result in you being charged a fee of $80.00, where you have 3 “non-attendances” we will only be able to take “on the day” bookings for your appointments in the future.

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Billing Information

Fees Table
Consult Fee Medicare Rebate
Item 3 – Brief consult < 5 mins $53.60 $17.50
Item 23 – Standard consult 15 min $84.85 $38.20
Item 36 – Long consult 20-40 mins $143.45 $73.95
Item 44 – Prolonged consult over 40 mins $189.80 $108.85
Item 36 – integrated Medicine 30 $165.65 $73.95
Item 44 – Integrated Initial Consult 40 $323.20 $108.85

Due to the complexity of providing quality health care we are a mixed-billing practice. Payment is to be made at the time of your consultation and can be paid using cash, cheque, EFTPOS or credit card.

Please be advised that patients not holding a valid Pension or Health Care Card or identifying as Aboriginal or Torres Strait Islander, or under 16 years of age will not be Bulk Billed.

On Sundays there is a $30 gap fee for people normally Bulk Billed.

Please also be advised that not all Doctors at this practice Bulk Bill appointments and a gap surgery fee may apply.

Please ask our staff if you have any queries in regards to your appointment fees or if your Doctor Bulk Bills.

After hours appointments will not be Bulk Billed and enquire about the fee when calling the Doctor.

Once Medicare level threshold has been reached patients receive a rebate of 80% of the consultation fee.

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Results

Test results are reviewed by your Doctor when they are received. Test results can take up to 4 working days to receive. Your Doctor or a nurse will advise you of the results and also if you need a follow up appointment.

Administration and reception staff, do not have access to your results and as such are unable to advise you of any results or follow up needed. If you call for your results they will only be able to pass a message onto your Doctor or nurse that you have enquired about the results.

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Prescriptions

In some cases, ongoing prescriptions may be provided without a consultation. We need a minimum of 48 hours notice and it is at the Doctor’s discretion if they are able to provide the prescription without a consultation. These prescriptions can be ordered on line from the “Order Script” button on the top right hand side of this page or by phoning the practice.

A fee of $26.00 will be charged for online orders or $31.00 for over the phone orders.

There is no Medicare rebate available on these fees.

You can request for the prescriptions to be faxed to a Pharmacy or picked up in the comments section of the online ordering.

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Referrals and forms

Referrals and forms that the Doctor completes at your consultation are faxed at the time of the consultation and the printed copy is given to the Patient. If you misplace your referral and need another copy there is a $15.00 reprint fee.

There is no Medicare rebate available for this fee.

Please note that our Doctors and staff require a minimum of 24 hours notice for all reprints. Reprints must be picked up from our reception and the fee paid on collection.

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After Hours Care and Emergencies

This practice provides 24 hour care for our patients with one of our doctors on call after our regular opening hours of;
8.00 am – 5.00 pm Monday – Friday
9.00 am – 12.30pm Saturday and Sunday
To reach the doctor on call please phone: 02 6652 5322

If you are experiencing a medical emergency please call an ambulance by dialling 000

Please note that after hours calls will not be bulk billed.

Another after hours option for patients is to present to Coffs Harbour Health Campus Emergency Department, Pacific Highway, South Coffs Harbour phone 02 6656 7000.

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Continuity of Care

This practice acknowledges that patients need to be able to request their preferred GP, nurse and allied health professional when making an appointment or attending our practice, and as a result, the reception staff make every endeavour to ensure that patients have the opportunity to request their preferred GP, nurse or allied health professional and to accommodate this in the appointment schedule. This is extremely important for continuity of care. Because our Doctors, nurses and allied health staff are very busy if a patient is unable to obtain an appointment with the GP, nurse or allied health professional of their choice they will be advised of the availability of other medical members of the team at this time.

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Reminders and Recalls

Our practice is committed to preventative care and we routinely record information which is later used to remind patients about appointments, investigations and procedures when they are due. We may contact patients by SMS, phone or letter. If you would prefer not to be entered into this reminder system please let our staff know.

For more information on our reminders and recalls please click on the links below to the Hot Doc system videos that explain the process.

Booking on online appointment and receiving a SMS reminder

Receiving a health reminder by SMS

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Confidentiality

Your personal health record and information is stored securely and is safeguarded. Your privacy and confidentiality is important to us and respected at all times.

Download our Privacy Policy (PDF, 124 KB).

Our practice is committed to preventative care and we partner with the local PHN on projects to improve the health outcomes of our patients and the wider community.

At our clinic we use PenCS products such as CATPlus suite of tools, CAT4 and Topbar to help us provide you with the best medical care. The information is secure, cannot identify patients and is shared with your local Primary Health Network to improve health services in the area. The information is used for planning health services across your community.

Please let our reception staff know if you do not want your de-identified information to be included.

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Complaints and Compliments

We routinely survey our patients in regards to patient satisfaction but if you have any problems or think of a way for us to improve our services please ask to talk to, or contact our Practice Manager at thepm@northsidehealth.com.au.

In the interests of and our commitment to Quality Improvement we are happy to discuss any feedback that you have, whether that be constructive criticism or a compliment.

Please be assured that all complaints are reviewed and responded to in a timely manner.

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