PRACTICE INFORMATION

Appointments

Please book a double appointment if you have problems that require Long Consultation. Completion of forms (such as Centre Link forms and insurance forms), pre-employment examinations, procedures (such as Implanon insertion or removal, suturing of lacerations), and care plans often require double appointments.

Communication Policy

Telephone Calls

Telephone calls from patients will not generally be put through to doctors.

Our preferred method of communication with our patients is in person. This will enable the evaluation of clinical signs and symptoms and a complete clinic picture to be deduced. Therefore, in most cases, face to face consultations are preferred. Patients are encouraged to make an appointment to see the doctor.

However in certain circumstances patients may leave a phone message and, where appropriate, the doctor will return the call as soon as practicable. Alternatively, a practice staff member will call to advise the doctor would like to see the patient via appointment.

Urgent calls will be put through to your doctor where possible.

Emails

Email communication is discouraged, as the Practice cannot guarantee the confidentiality of information transferred by email.

Reminder  System

We are committed to partnering with you to ensure your long-term health care needs are met. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. These include cervical screening tests, breast checks, colonoscopies, blood tests and blood pressure checks. If you do not wish to be contacted via, SMS, telephone or mail as part of our reminder system, please advise our friendly staff accordingly.

Privacy Policy

Our practice is committed to keeping patients’ health and personal information confidential. Only authorised staff members have access to this information.

Read More On Privacy Policy

Tests  Results

Often blood tests and radiology reports are received by the doctor within 3 days of doing the test. We ask all patients to book an appointment to discuss results with the doctor. This is important for follow-up and proper management of patients’ health. No results are given over the phone, due to privacy reasons.

Emergencies

Patients with serious illnesses such as breathing difficulties, chest pains, active bleeding or trauma are attended to urgently. Please notify reception staff upon arrival.

Surgical Procedures

To ensure the health and safety of our patients, we use sterile, disposable instruments for all surgical procedures, such as Implanon removal, suturing of lacerations, removal of foreign bodies and incision and drainage of abscesses.

Home Visits

During office hours, we endeavour to do home visits as needed if you live within 2km of the practice.

After Hours Medical Care

Please contact National Home Doctor Service 137425.

Results from Practice Accreditation and Improvement Survey (PAIS)

In January 2023, Comprehensive Family HealthCare conducted a Practice Accreditation and Improvement Survey (PAIS). Ninety-eight percent of all patient ratings about this practice were good, very good or excellent.

Ninety-five people who attended the clinic completed a survey for us. This was independently assessed by CFEP Intellectual Pty Ltd.

Overall we as a practice performed excellently. Seventy-two out of the Ninety-five patients ranked overall satisfaction with practice as excellent. Eighteen said very good, three said good, and two omitted to indicate.

Seventy-nine of the ninety-five patients ranked us as excellent in regard to respect shown to patients and the remaining sixteen ranked us as very good.

Seventy-eight out of ninety-five ranked satisfaction with consultation as excellent. Fifteen patients said very good and one said good.

Other strong performance areas were ease with making an appointment, confidence in clinicians’ ability, ability to listen, explanations, concern for patients, information on staying healthy, and waiting area comfort.

The areas we have to improve upon include information about after-hours service and home visits.

We have since worked on the above by providing more information to our patients in our waiting area and doctors’ rooms. We also have this information on our website and practice information sheet.

Billing Information

MIXED BILLING: Out-of-pocket fees apply

Our clinic has a mixed-billing policy (i.e. bulk-bill eligible patients while other patients will pay out-of-pocket fees as specified below). 

(Effective 01/11/2023)

BULK BILLING

Bulk Billing is only available for the following (with a valid Medicare Card):

  • All children – under 16 years of age
  • Patients with a valid pensioner concession card:
    • Healthcare Card
    • Commonwealth Seniors Healthcare Card

ALL OTHER PATIENTS will pay out-of-pocket fees as below:

Short Consultation (Level A) lasting less than 5 minutes: $38.95 (Medicare Rebate: $18.95)– out-of-pocket fee $20.00

Standard Consultation (Level B) lasting 15 minutes: $81.40 (Medicare Rebate: $41.40)– out-of-pocket fee $40.00

Long Consultation (Level C) lasting 20 minutes to 39 minutes: $125.10 (Medicare Rebate: $80.10)– out-of-pocket fee $45.00

Prolong Consultation lasting more than 40 minutes: $168 (Medicare Rebate: $118.00)– out-of-pocket fee $50

Mental Health Care Plan (item 2715) total fee $145.20 (Medicare Rebate: $100.20 (75%/85% PAID))– out-of-pocket fee $45

Mental Health Care Plan Review (item 2712) total fee $124 (Medicare Rebate: $78.95 (75%/85% PAID))– out-of-pocket fee $45

Mental Health Consult (item 2713) total fee $124 (Medicare Rebate: $78.95 (75%/85% PAID))– out-of-pocket fee $45

Implanon insertion: $126 (Medicare Rebate: $39.20 (75%/85% PAID))–out-of-pocket fee $85.85

Implanon removal: $177.32 (Medicare Rebate: $66.85 (75%/85% PAID))– out-of-pocket fee $110.47

Implanon insertion and removal: $276 (Medicare Rebate: $106.05 (75%/85% PAID))– out-of-pocket fee $170.33

Iron Infusion: $230 (Medicare Rebate: $80.10)– out-of-pocket fee $150

Other procedures–Incisions/lacerations– (depends on diagnosis, size): out-of-pocket fee $50

Fees must be paid in full after service on the same day. Medicare rebate may be claimed on the spot. 

PATIENTS WITH PRIVATE HEALTH INSURANCE

We no longer do direct billing /bulk billing.

You must pay the consultation fees in full, after which you will be given a receipt to claim the rebate from your insurance provider.

OTHER NON-MEDICARE CARDHOLDERS:  

You must pay consultation fees in full after service on the same day. 

APPOINTMENT CANCELLATION POLICY

We can understand that a patient may need to cancel an appointment due to unforeseen circumstances. However, we respectfully ask that the cancellation of a scheduled appointment be done at least 3 hours in advance.

Our doctors want to be available for your needs and the needs of all our patients. When a patient does not attend a scheduled appointment, another patient loses an opportunity to be seen.

We require a minimum of 3 hours’ notice of cancellation of a scheduled appointment. Otherwise, you will be charged a cancellation fee of $50. The cancellation fee is not Medicare rebateable  

Cancellation may be done online or by calling the practice during open hours.  

PS: Please speak to Dr Kate if you have a particular financial situation and are unable to pay out-of-pocket fees.

Patient feedback

At Comprehensive Family HealthCare, we welcome and value your feedback and are committed to continuing to improve our practice. A suggestion box is located at the reception desk. Our team will review your suggestions on a weekly basis.

Complaints

If you have a complaint, please discuss this with your doctor or our practice staff and we will ensure that it is dealt with promptly and appropriately. In the event that your complaint is not dealt with to your satisfaction, you may escalate it to the following responsible authority: Health services commissioner: PH: (03) 8601 5222 Free call: 1800 136 066.