Appointment and Fees
In order to provide you with the quality of care you deserve, we ask that patients make appointments in advance whenever possible. In addition to calling our practice for an appointment, online booking is also available. If you think you might need a longer-than-normal consultation to deal with multiple or complex problems please mention it to a receptionist when making your appointment. We’ll be happy to set aside the time you need.
When you arrive for a scheduled appointment, please report to reception. Please advise of any change of address or phone numbers at this time. If you think you are infectious or are too ill or distressed to sit in the waiting room, please advise the receptionist upon arrival. We ask that you arrive on time for your appointment. New patients must arrive at least ten minutes before your appointment, as we need the extra time to gather the required information and input your details into our computer system.
Appointment Cancellation Policy
We request that you provide a minimum of two hours’ notice if you cannot attend your appointment. This provides us with the opportunity to offer your appointment to another patient who may need to see a doctor more urgently.
Doctors reserve the right to charge a ‘Did Not Attend’ fee if you fail to cancel your appointment within the requested time. Repeated no-shows without notice may result in a restriction being placed on your patient record, and you will not be able to make further appointments.
|Standard 23 (10-15 minutes)
|Long 36 (20-35 minutes)
|Very Long 44 (40-60 minutes)
To cover the rising cost of certain procedures and equipment a fee might be charged. The doctor will discuss any out of pocket expenses prior to the procedure. A full list of fees is available on request at reception.
Visitors from overseas or patients without a Medicare Card will be charged a standard fee of $60, payable before the consultation.
Completion of insurance medical forms, medicals for a commercial drivers license or other medical reports are not bulk billed. The receptionist will advise the amount before the consultation.
Please be aware that most specialists, private hospitals, some scans and ultrasounds are not bulk billed and there may be a cost involved. It is advised to phone the appropriate service for their costing.
Abusive behaviour to staff or other patients will not be tolerated.
Making an Appointment
To make an appointment, you may either phone the surgery on 07 3848 4363, call into the surgery during surgery hours or book online using Hotdoc via the link on our website.
With this service, all you need to do is have your bank Debit Card or EFTPOS Card (not Credit Card) with you at the time of your consultation. When we run your card through our EFTPOS machine, your Medicare rebate will be automatically credited back into your bank account instantaneously.
Results are not given over the phone and must be discussed with the doctor during consultation. We advise that patients return to the surgery for follow up of their test results. This practice has both a manual and electronic recall system.
This practice participates in various national and state reminder systems such as Pap Smear Register, Breast Screen Qld, National Bowel Cancer Screening and Australian Immunisation Register.
Prescriptions are not supplied without an appointment unless you have prior arrangements with the doctor.
Telephone Calls and After Hours Care
For after hours care service, Yeronga medical centre has shared care/ continuation of care agreements with both Hello home doctor and 13 Sick.
They may be contacted on:
Hello home doctor: 134100
13 Sick: 137425
Pensioners, Concession Card holders, Veteran Affairs or Children under the age of 16 years are bulk-billed for this service. All others may be charged a fee, please check with these services as per their fees.
Please see the receptionist for further questions and information regarding after hours services.
It may not always be possible for you to speak with your doctor on the phone during surgery hours. The receptionist will take your details and pass the information on to the doctor concerned.
We are here to help you as much as we can and to make your visit as pleasant as possible.
Telephone – Patients are able to contact the practice via telephone between the hours of 8am – 5pm Monday to Friday and
As the first point of contact, receptionists must review the triage support guide to ensure they are correctly addressing patient’s needs and concerns. Receptionists will often need to ask questions to determine that the patient receives the most appropriate care, at the most appropriate time. At times you may also be referred to speak to one of our practice nurses to determine the urgency or best course of action for your issue or concern.
Phone calls from patients requesting to speak to the doctor will not generally be put through at the time of the call. This is to minimise disruption to the doctor as they are usually in consultation with another patient and respectfully not wanting to interrupt their consultation.
Reception staff will ask the patient to briefly explain the reason for the call and will determine if the doctor should be interrupted or if a message can be given to the doctor to return the call at a later time. This may be throughout the day or after the doctor has finished consulting for the day. Where clinically significant information is discussed, a note will be made in the patients file.
Fax – Faxes received that are patient related are imported directly into the patient’s file. These are then reviewed and actioned by the doctor. Any urgent patient related faxes are immediately handed to the doctor or if that doctor is not available another doctor in the practice will review the fax. All non-patient related faxes are given to the relevant staff member.
All outgoing faxes will be accompanied with a practice cover sheet advising details of who the fax is addressed to, fax number, number of pages and confidentiality and privacy notice.
Email – Email is not a secure form of communication and we do not use this to communicate personal information to patients without their consent. Whilst we make every effort to keep your information secure it is important for patients to be aware of the risks associated with electronic communication, in that the information could potentially be compromised and accessed by someone other than the intended recipient. Patients must be aware that any communication they direct to the surgery via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.
If you do choose to contact the surgery via email this will be considered as patient consent to reply via email. We endeavour to reply to all emails within 1 business day. Our emails are checked on a regular basis, however they are not constantly monitored. If you have an issue that requires urgent attention we request that you contact the practice via telephone.