Frequently Asked Questions
Yeronga Medical Centre primarily opperates on an appointment basis. Please contact the practice to make an appointment. Walk-in patients are welcome; however, patients with appointments and emergencies are treated with priority.
Standard appointments at the practice are 10 minutes in duration. Some consultations, including cervical screening tests (pap smears), health assessments, skin checks, or appointments involving multiple or complex concerns, may require a longer appointment time with your GP.
As a general guide, if you wish to discuss two or more issues during your visit, we ask that you book a longer appointment to allow adequate time for your care.
Whilst we do reserve a limited number of same-day appointments for urgent medical concerns, we ask that you please call the practice in advance whenever possible to ensure an appointment is available. Walk-in appointments cannot always be accommodated.
Yeronga Medical Centre is a mixed-billing practice.
We are committed to ensuring that you and your family receive the best possible care. Unfortunately, the recently introduced Medicare incentives still do not cover the full cost of delivering that care. To provide you with the time, attention, and services you deserve, fees will continue to apply.
For more information about these Medicare changes and our mixed-billing policy, please contact our reception team.
Medical certificates can be provided by your doctor following a consultation. Please note that medical certificates cannot be backdated. If you require a certificate, we recommend attending the practice as early as possible during your illness.
Yes, telehealth appointments are available for eligible patients and appropriate consultation types. Please read the following information before booking.
Eligibility Requirements
To be eligible for a telehealth appointment, you must have attended the clinic for a face-to-face consultation within the past 12 months. This is a Medicare requirement.
Telephone Consultations Only
Telehealth appointments at our practice are conducted by telephone only. We do not currently offer video consultations.
Appointment Suitability
Some consultation types, including care plans, health assessments, procedures, and certain complex medical concerns, must be completed in person and are not suitable for telehealth appointments.
If you are unsure whether your appointment is appropriate for telehealth, please contact our reception team prior to booking.
Patient Availability
For Medicare billing purposes, the patient booked for the appointment — including children — must be physically present and available to speak with the doctor during the consultation.
If you are booking on behalf of another person, please ensure the patient is available at the scheduled appointment time. Doctors are unable to proceed with the consultation if the patient is not present.
Telehealth appointments can be booked online via HotDoc or by contacting our reception team on (07) 3848 4363.
If your doctor has requested tests or referred you for investigations, they will contact you if your results require discussion or follow-up.
To protect your privacy and ensure appropriate clinical care, test results are not provided over the telephone by reception staff. Results can only be discussed with your GP during a consultation.
Home visits are currently limited to regular patients of the practice who have extenuating circumstances that prevent them from attending the clinic.
Home visits may be considered where:
– The patient is a regular patient of the practice
– The patient resides within a 7 km radius of the clinic
– It is safe and reasonable for the doctor to attend
– The patient’s condition or circumstances make attending the clinic difficult, including:
– Acute illness
– Reduced mobility or immobility
– Advanced age
– Lack of transport
– Disability limiting access to the practice
If you believe you meet the above criteria, please contact the clinic on (07) 3848 4363. Our reception team can discuss your circumstances with your regular doctor to determine whether a home visit is appropriate.
Your privacy and confidentiality are very important to us. Our practitioners adhere to the Australian Medical Association (AMA) Code of Ethics and all applicable privacy legislation to ensure your personal health information is managed securely and confidentially.
Please be assured that your medical records, consultations, and personal information are kept in the strictest confidence.
To transfer your medical records from your previous practice, please speak with our reception team and request a “transfer of medical records” form.
Once completed, our team will coordinate the request with your previous practice to obtain your records securely and in accordance with privacy requirements.
If you have a pathology request form from your GP, you do not need to make an appointment. You can simply attend the practice during pathology collection hours and see the onsite pathology collection staff.
WorkCover patients are seen in the same way as regular patients and can book appointments as usual.
Please ensure you inform your employer before your first consultation and provide a valid WorkCover claim number related to your current case. This information will be required at the time of your appointment.
If you would like to see a specialist, a referral from a GP is usually required.
Please book an appointment with one of our doctors to discuss your concerns. If appropriate, your GP will provide a referral letter to the relevant specialist and advise you on the next steps.
Your personal information is stored securely in electronic, paper, or visual formats (such as X-rays). Electronic medical records are kept on a secure, password-protected system that can only be accessed by authorised staff at the practice.
Some of our doctors use a secure clinical documentation tool called Heidi Health to assist with note-taking during consultations. This tool helps transcribe conversations in real time so your doctor can focus on your care. It does not record or store audio, and only the clinical notes selected by your doctor are saved to your medical record. Your consent is always obtained before use, and you may withdraw consent at any time by speaking with your doctor.
We will also always seek your informed consent if any real-time audio recording is required during a consultation (in-person or telehealth).
For more information about privacy, security, and compliance, please visit:
Heidi Health compliance information
We are committed to providing high-quality care and service. Your feedback – whether it’s a compliment, suggestion, or complaint – is important to us and helps ensure we continue to meet the needs of our patients and community.
Compliments
If you’ve had a positive experience with our team or wish to recognise a particular staff member, we welcome your feedback. Compliments can be shared in person, over the phone, or in writing. These messages are always appreciated and passed on to the individuals or teams involved.
Complaints
If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know. Complaints may be raised directly with your doctor during an appointment, with a member of our reception team, or provided to us in writing.
We encourage all patients to put their concerns in writing where possible. This can be done in letter format or by completing the practice complaint form. Please contact reception if you would like a copy of this form.
All complaints are treated respectfully and confidentially. While complaints may initially be received by reception staff or a doctor, all complaints are forwarded to the Practice Manager, who oversees the complaints process and coordinates the investigation where appropriate.
Once received, your complaint will be acknowledged and reviewed promptly. We aim to provide a fair and timely response, usually within 7–10 business days. Where appropriate, we may contact you to discuss your concerns further and advise you of any actions taken.
If you feel your concerns have not been resolved to your satisfaction, you may also contact:
Queensland Health Quality and Complaints Commission
Phone: (07) 3120 5999
Email: info@hqcc.qld.gov.au
Feedback and Suggestions
We welcome your ideas and suggestions for improving our services. Whether it relates to facilities, communication, or general patient experience, your feedback plays a vital role in shaping the way we deliver care.
Suggestions can be submitted verbally, in writing, or through any feedback forms provided at the practice. All feedback is reviewed regularly by the practice management team and discussed in team meetings where appropriate.
Hospital Contact Details
QLD Children’s Hospital – 30681111
Royal Brisbane and Womens’ Hospital – 3646 8111
Mater Adult Hospital – 3163 8111
Mater Children’s Private Hospital – 3163 2468
Mater Mothers’ Hospital – 3163 1919
Mater Mothers’ Private Hospital – 3163 1918
Mater Private Hospital – 3163 8111
Princess Alexandra Hospital – 3176 2111
Greenslopes Private Hospital – 3394 7111
Queen Elizabeth II Jubilee Hospital – 3182 6111
Wesley Hospital – 3232 7000