Patient Information
Information At Your Fingertips
If you are a new patient, please bring the following to your first consultation:
- New patient form
- A valid Medicare Card
- Valid OSHC/OVC membership details
- Workcover patients will need to inform their employer and bring your employer’s contact details for verification to arrange payment
Help us eliminate waiting times by arriving at least 5 minutes before your consultation.
Fees
We are pleased to advise that our clinic has transitioned to bulk billing under the Bulk Billing Practice Incentive Program (BBPIP). However, some services do attract private fees that are not covered by Medicare.
Fees & Medicare Rebates
| Bulk Billed Services | |||
|---|---|---|---|
| Service | Upfront Cost | Rebate | Out of pocket |
| Standard / Phone consult | Bulk Billed | ||
| Long consult (over 20 minutes) | Bulk Billed | ||
| Implanon Insertion/removal | Bulk Billed | ||
| Mirena Insertion/removal | Bulk Billed | ||
| Health Assessments | Bulk Billed | ||
| Private Fees | |||
| Service | Upfront Cost | Rebate | Out of pocket |
| Iron Infusion | $250.00 | N/A | $250.00 |
| Biopsies | Discretion of the doctor | Varies by procedure | Discretion of the Doctor |
| Procedures | Discretion of the doctor | Varies by procedure | Discretion of the Doctor |
| Medical forms | Discretion of the doctor | N/A | Discretion of the Doctor |
| Cryotherapy | $15 per lesion | N/A | $15 per lesion |
Patient with no Medicare
| Standard / Phone consult | $75.00 |
| Long consult | $120 |
Appointments
New patients are welcome at The Quay Family Healthcare
Our practice operates primarily by appointment. We will accommodate walk-in requests where possible, depending on doctor availability and the urgency of the patient’s needs.
Standard appointments are generally scheduled for 10 minutes. If you have multiple concerns or require additional time, please let reception know when booking so an appropriate appointment can be arranged.
Failure to Attend (FTA) Policy
A $50 Failure to Attend fee applies when a patient does not attend an appointment or cancels with less than 2 hours’ notice.
This fee is not a Medicare-rebatable service and must be paid before further appointments are booked, unless otherwise determined by the Practice.
We appreciate your understanding, as missed appointments prevent other patients from accessing care.
Practice Policies
The Quay Family Healthcare is committed to protecting the privacy, confidentiality and security of patient information and complies with applicable privacy and health records legislation, including the Privacy Act 1988 (Cth) and The Health Records Act 2001 (the Act).
Patient information is only collected, used and disclosed for appropriate purposes and in accordance with our privacy obligations, patient consent and applicable legislation.
Our practice policies are available below:
Policies
Booking Appointments
Appointments can be booked by calling (03) 4216 6868 or in person during our reception hours. Please let reception know when booking if you require a longer appointment or have multiple concerns to discuss. This allows us to allocate an appropriate appointment time.
Communication Assistance
If you require assistance with communication, please let our reception team know when booking or attending your appointment.
A telephone interpreter may be available where required. Patients requiring an Auslan interpreter can arrange an interpreter through the National Auslan Interpreter Service (NABS).
Correspondence
Patient information is transmitted using secure and appropriate communication methods.
Diagnostic results and clinical correspondence received by the practice are directed to the relevant doctor or healthcare professional for review and follow-up.
Patient information is not routinely sent to personal or unsecured email addresses. Where electronic communication containing personal health information is required, the practice uses appropriate secure communication methods and confirms recipient details before information is sent.
For privacy and security reasons, patients should not use ordinary email to send sensitive medical information or urgent medical requests to the practice.
Facsimile
Facsimile machines, printers and other electronic communication devices containing patient information are accessible only to authorised staff.
Before confidential information is faxed, the recipient’s details are checked to minimise the risk of information being sent to an incorrect number.
Computerised Records and Information Security
The practice uses systems and processes designed to protect the privacy, security and integrity of patient information.
Staff are provided with training regarding privacy, confidentiality, information security and appropriate use of practice systems.
Access to patient information is restricted according to staff roles and responsibilities. Practice systems and security measures are reviewed and maintained as required.
Nearest Hospital
Barwon Health – Bellerine St, Geelong VIC 3220
For a medical emergency, call 000 or attend the nearest Emergency Department.
Results and Follow-Up
Your doctor or healthcare professional will advise you if follow-up is required for test results, referrals or other investigations.
Where clinically appropriate, an appointment may be required to discuss results and determine any necessary follow-up or treatment.
The practice will make reasonable attempts to contact patients regarding results requiring follow-up, including urgent or clinically significant results.
Patients should not assume that a result is normal simply because they have not been contacted. If you are concerned about a test or investigation, please contact the practice.
Telephone Enquiries
Patients may leave a message with reception for their doctor or healthcare professional.
Messages are directed to the appropriate team member and returned when practicable. Urgent medical concerns should be clearly identified to reception so they can be appropriately escalated.
Reception staff do not provide medical advice. Clinical questions are referred to an appropriate healthcare professional.
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.
Medical Records
Medical records are maintained by the practice and are managed in accordance with applicable privacy, health records and professional requirements.
Patients may request access to their medical records in accordance with the practice’s privacy and medical records procedures.
Requests for access to medical records should be made in writing and directed to the Practice Manager.
Smoking Policy
The Quay Family Healthcare is a smoke-free practice. Smoking and vaping are not permitted within the practice or on practice premises.
Complaints
We are committed to providing safe, respectful and high-quality care. If you are unhappy with any aspect of your experience at The Quay Family Healthcare, we encourage you to let us know so we can review your concerns and improve our services.
Complaints can be made verbally or in writing. You can speak with a member of our reception team or contact the Practice Manager directly at pm@tqfhc.com.au.
When we receive a complaint, we will: acknowledge the complaint and clarify the concerns raised; document the complaint and investigate the matter appropriately; review relevant information and speak with staff or clinicians involved where required; and provide an update and advise you of the outcome or resolution.
We aim to address complaints fairly, respectfully and as promptly as possible. Some complaints may require additional time to investigate, and we will keep you informed where this is the case.
If you are not satisfied with the outcome of your complaint, you may contact the Health Complaints Commissioner (Victoria), an independent organisation that handles complaints about health services.
Confidentiality
All practice staff, contractors and healthcare professionals are required to maintain patient confidentiality and protect personal health information.
Patient information is only accessed, used or disclosed where authorised and in accordance with the patient’s consent, professional obligations and applicable legislation.
Information will not be disclosed to family members, friends or other third parties without appropriate consent, unless disclosure is permitted or required by law.
After-Hours Care
Torquay Smiles
Please note: Torquay Smiles operates from the same building as The Quay Family Healthcare but is a separate and independent dental practice.
The Quay Family Healthcare does not manage Torquay Smiles appointments, services or patient information.
For dental-related enquiries, appointments or information, please contact Torquay Smiles directly through their website.
Useful Resources
Children’s Health
Contraception / Sexual Health
Immunisation
Men’s Health
Travel
Chronic Disease
Mental Health
Preventative Health & Lifestyle
MyMedicare
MyMedicare
We invite all existing and new patients who consider us to be your preferred practice, to register for MyMedicare. To complete a registration, scan the QR code or register using the link provided on this page. If you have any questions, please contact our team.
What is MyMedicare?
The Australian Government has introduced a new voluntary patient registration model called MyMedicare to drive improvements in primary health care for all Australians and deliver new funding packages to primary care providers. MyMedicare will strengthen the relationship between patients and their health care teams by allowing patients to register with their regular general practice and select their preferred GP and providers within the practice. This registration aims to strengthen the relationship between you, your GP, and the team at The Quay Family Health Care. For more information, please see the Registering in MyMedicare Factsheet for Patients.
What are the benefits of MyMedicare for our patients?
The key benefits to you include better access, better continuity of care, and better planning. Registration in MyMedicare is not compulsory, however it is recommended to improve continuity of care for patients. You can also change your mind and leave the program at any time. It does not affect your Medicare rights or benefits. Please reach out to our team if you have any questions.
FAQ
Is The Quay Family Healthcare a Bulk Billing Practice?
The Quay Family Healthcare is a bulk billing practice.
We Bulk bill patients 16 and under
DVA card holders
Concession and Pensioner card holders
What if I don't have a Medicare card?
If you do not have a Medicare card, you will incur a fee payable at the time of the consult I which can be claimed back through your Private Insurance.
How do I book an appointment?
Please use the online booking button on this page or call the practice on (03) 4216 6868 to make an appointment.
What should I bring to my appointment?
Please bring:
- Photo ID
- Medicare card
- Any concession cards
Do you offer telehealth consultations?
Telehealth is offered under some circumstances, please check with the practice via telephone if this is available to you (03) 4216 6868
