Practice Rules

Secure Messaging Guidelines:

We are committed to providing you with the best possible healthcare experience, including our secure messaging service. To optimise communication and care coordination, please review the following guidelines:

1. Purpose of Secure Messaging:

Our secure messaging service is designed for communication with our administrator. It may only be used for administrative enquiries. Medically related messages won't be answered - please book a phone appointment for any medical concerns.

2. Communication Hours:

We check messages twice daily on workdays - at the office's opening and closing times. The regular turnaround time for messages is the next business day. Messages are not checked over weekends.

3. Use Cases for Messaging:

Administrative enquiries only. No appointment booking/rescheduling/cancellation requests. Medically related questions will not be answered - please book a phone appointment.

4. Online Booking as the Default:

For routine appointments, we encourage you to use our online booking system. Messaging should not be used to book regular appointments.

By using our secure messaging service, you acknowledge and agree to these rules of engagement, ensuring effective and focused communication on your health and well-being.

Urgent Appointment Requests:

We offer a dedicated appointment type for urgent same-day needs. Please ensure these slots are reserved exclusively for genuine urgent matters. For example, prescription refills or similar matters—such as running low on medication, which can be planned in advance—should not be booked under this category. Thank you for your cooperation and respect for these urgent appointment slots.

Professional Conduct:

We expect all communication to be respectful and professional. Inappropriate or disrespectful messages will not be tolerated.

Patient Chart and Profile Usage:

When sending messages regarding dependants (such as spouses, children or elderly patients registered on your profile, please indicate who the relevant patient is to avoid confusion in the electronic chart.

Non-Insured Services:

Even if you are insured under MSP or affiliated medical plans, some services provided by a doctor may not be covered. These non-insured services are billed directly to the patient. They include services like transfer of medical records, travel advice and immunisations, some de-insured procedures, forms, reports or letters, driver's medicals, and sick notes.  See our price list here.

Missed Appointments Policy:

To optimise our services and offer timely care to all patients, we kindly request that you keep your scheduled appointments or provide advance notice if you need to reschedule.

You can learn how to reschedule your appointments here, or learn how to cancel your appointments here.

To address missed appointments, we have implemented the following policy:

• Single No-Show Grace Period: We understand that unforeseen circumstances can arise, so we allow each patient a single "no-show" without any financial penalty.

• Financial Penalty for Subsequent No-Shows: After your first no-show, if you miss another scheduled appointment, a $100 fee will be billed to you.

• Multiple No-Shows May Result in Transfer of Care: Patients who miss two or more appointments without prior cancellation may be advised to seek care elsewhere.

After Hours Urgent Medical Advice:

For emergencies, call 9-1-1 or visit the hospital Emergency Department.

If you have an urgent issue that requires medical care when our clinic is closed, you can now get that from the After Hours Care service.

When you call our clinic, you will be connected to the after-hours care service. A care team will assess your health concern and when appropriate, a family doctor will call you back. To support continuity of care, notes from your call will be added to your medical record and we will follow up when appropriate.

The after-hours care service is available evenings, weekends, and holidays when our clinic is closed, from 5:00 p.m. to 9:00 a.m. on weekdays and 24 hours on weekends and holidays. It provides our patients with urgent care for non-life-threatening health concerns that need same-day attention. These could include:

• Fever above 38°C.

• Rash, sores, wounds, minor burns, or insect bites.

• Dizziness, or unusual headaches.

• Stomach pain, nausea and vomiting, constipation, diarrhoea.

• Pain while urinating, or blood in your stools.

• Chest or sinus congestion, cough, sore throat.

• Ear pain, or issues with your hearing.

The After Hours Care program does not provide prescription refills, sick notes, counselling, or crisis care.