Frequently Asked Questions

Fees

A general note on fees.  This Practice is a private enterprises which does not receive funding from any government outside of Medicare.  Medicare pays our doctors only for consults that comply with the MBS guidelines and imposes strict limits.  The practice running costs are paid from the doctors fees.

Why am I bulk billed sometimes but have to pay other times?

  • The government funds Medicare and sets different rates for different types of consults. Some of these consult types provide adequate funding for the doctors/nurses time and the practice’s overhead expenses. Sometimes the level of funding from Medicare is not adequate and a private fee will be charged.

If I have a concession card, will I always be bulk billed?

  • Depending on the doctor you see and the type of consult, if you have a valid concession card (authenticated by an online check) you may be bulk-billed for your consult. However some consults will always be privately charged regardless of whether you have a concession card or not.  Our Medical and Admin Team does our best to inform patients ahead of time if there is a likelihood of being charged. Unfortunately we cannot always predict the nature of the consult between the patient and doctor ahead of time and we aren’t able to provide a definitive answer to the question of what the charge will be beforehand, we can only provide a likely scenario.  Any questions you have regarding a fee you have been charged are directed to the Practice Manager to resolve with the Doctor. We appreciate your understanding that the receptionist can not answer this question without referring to the Practice Manager.  All queries will be resolved as soon as possible.

Why do I have to pay for a phone call from my Doctor?

  • A phone call from a Doctor to a patient is defined by Medicare as a “Phone attendance” and Medicare has stipulations regarding this type of consult which the doctor is required to comply with. Sometimes adequate funding is provided by Medicare for the nature of the phone consult and therefore bulk billed and sometimes the funding provided by Medicare is not adequate and a fee will be charged.  The doctor is responsible for making sure that clinical documentation and all other care considerations are taken into consideration during the phone consult the same as if the consult was in person.

Communication

How do I get in contact with my doctor, I just want to ask him/her a quick question?

  • Contact the clinic to arrange for either an in person appointment or phone consult. The receptionist will schedule a time that is appropriate with regards to the doctors schedule and the nature of the question.  The majority of questions are clinical in nature and require a clinical consult (over the phone or in person) with the doctor and making an appointment is the best way to ensure the doctor has time available to answer your concerns while respecting the time of other patients who have booked appointments.

How do I get copies of my records?

  • Please contact reception in the first instance and it will be actioned in accordance with our Privacy Policy. Our Privacy Policy is available on our website or a hard copy can be obtained from reception.

Consults

Why do I need an appointment for my script?  The doctor has given this to me before/its for a known condition/chronic condition that hasn’t changed in years. Why can’t the receptionist just tell the doctor what script I need and he/she print it out?

  • Before prescribing medication, even long term repeat medication, the doctor is required to consider a number of factors (some of which are listed below)
    • Date last script was written
    • Changing guidelines regarding the prescription of medications in general or your particular medication
    • Changes to the PBS
    • Changes to the categorisation of your medication
    • Your current health and does the medication require regular monitoring of your health or recent health observations to be recorded
    • Other medications you may have started or stopped
  • All these factors (and others not listed) require time from the doctor and need to be scheduled into his/her day to make sure the doctor is able to address these factors.

Why do I need an appointment for a repeat referral?  I have a long term issue and this is a specialist I’ve been seeing for years/seen before and my old referral has expired.

  • Your GP is required by medicare to ensure all referrals are appropriate and the effectiveness of treatment being provided by the specialist. The GP also needs to make sure that your medical record and medication history is correct and updated before providing a new referral.

Why do I need an appointment to discuss my results? I have received this by text from the pathologist / I have discussed these with a specialist already /  I have looked them up on my health record and it says they’re normal.

  • A doctor considers many factors before requesting a patient to book an appointment to discuss results. Not all results require an appointment and if so the doctor will notify the reception that the results are “no action”.  Sometimes the doctor will decide that normal or routine results still require a consult with regard to your overall health or symptoms and other matters to do with your clinical care.  Our doctors always try to account for your holistic health including your time and financial resources when requesting a follow up appointment.

Use of AI Scribes

What is an AI Scribe?

  • An AI Scribe is a computer application used by the Doctor to allow the doctor to pay more attention to the patient directly and less time typing a record on the computer.

How is my privacy protected?

  • Any AI Scribe used by a doctor of this clinic is checked to make sure it complies with all Australian Privacy Principles. More information on which AI Scribe a doctor uses and how the particular AI Scribe protects patient privacy can be obtained from reception.

Can I withdraw my consent for AI Scribe if I have previously given consent?

  • The doctor will ask you at the start of each consult where AI Scribe is proposed to be used for your consent prior to engaging the AI Scribe. If you provide consent and then change your mind, you can tell the doctor so and the consult will move to a manual transcription.