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 Welcome
Our practice is appointment based, however we always welcome and accommodate walk-in patients. Our standard consultations are up to 15 minutes.
Failure to Attend (FTA) Policy
Please note that a $50 Failure to Attend fee applies for missed appointments or cancellations made with less than 2 hours’ notice. We appreciate your understanding and cooperation in helping us provide the best experience for everyone.
Practice Policies
The Quay Family Health Care is bound by the Privacy Act 1988 and complies with the The Health Records Act 2001 (the Act). All patient information is private and confidential, and disclosure to family, friends, staff, or others without the patient’s approval or as legally directed is prohibited.
Policies
Booking Appointments
Appointments may be booked by calling: (03) 4216 6868 or in person, Monday to Friday 08:30 am – 05:00 pm. Regular appointment times are 10 minutes, if you feel you need longer, please discuss with the receptionist at the time of booking.
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945.
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Facsimile
Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Nearest Hospital
Barwon Health – Bellerine St, Geelong VIC 3220
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. The Quay Family Health Care will attempt to contact you regarding any urgent results.
Telephone Enquiries
We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.
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.
Smoking Policy
This practice has a strict no-smoking policy.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.
Confidentiality
All members of The Quay Family Health Care understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.
Afterhours Consultations
If you need urgent medical care and The Quay Family Health Care is closed, 13SICK booking lines are open from 6:00 pm on weekdays, 12:00 pm on Saturdays, all day on Sundays and public holidays. Please call an ambulance on 000 if your situation
Torquay Smiles
*Please note that Torquay Smiles operates in the same building as our clinic.
Torquay Smiles is a separate dental practice. For all dental-related inquiries, appointments, or information, please visit their website directly at Torquay Smiles.
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
