Frequently Asked Questions
The practice primarily works 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.
We do standard 10-minute appointments. Some services, such as pap smears, health assessments, or skin checks, or if you have a number of complex concerns to discuss with your GP, may require longer appointments.
Whilst we do keep emergency day of appointments available for our patients, please call in advance so we can ensure
an appointment is available.
Test results are only given to the patient concerned. These results may be given over the phone by an experienced practice nurse; however, you will generally be asked to make an appointment with your Doctor to follow up.
Medical Certificates can be provided by your doctor following a consultation, unfortunately they cannot be backdated. Please try to present early in your illness should you require this service.
Yes, phone (telehealth) appointments are available for eligible patients and appropriate consultation types. Please read the important information below before booking:
Eligibility Requirement
To be eligible for a telehealth appointment, you must have attended the clinic for an in-person consultation within the past 12 months. This is a Medicare requirement.
Telephone Only
Telehealth appointments at our practice are conducted exclusively by telephone. We do not currently offer video consultations.
Appointment Suitability
Some types of consultations—such as care plans, health assessments, and procedures—must be completed in person and cannot be conducted over the phone.
If you are unsure whether your consultation is suitable for telehealth, please contact our reception team before booking.
Patient Must Be Present
For Medicare billing purposes, it is essential that the patient being booked—including children—is physically present and available during the telehealth appointment.
If you are booking on behalf of someone else, please ensure the patient is available and ready to speak with the doctor. Our doctors are unable to proceed with the consultation if the patient is not present.
Telehealth appointments can be booked via HotDoc or by calling our reception team on 07 3848 4363.
If you have requested a test or been referred for a test, the doctor will contact you following receiving the results
if a discussion is required.
The results will not be provided over the telephone by anyone but your GP in a consultation.
Currently, Home Visits are limited to Regular Patients with extenuating circumstances that inhibit their access to the clinic.
Criteria for Home Visits:
– The patient is a regular patient of this practice
– The patient resides in a location that is within 7 km radius of the practice
– Where it is safe and reasonable
– The patient has the type of problem that necessitates a home visit, such as:
• Acutely ill
• Immobile
• Elderly
• No means of transport
• Unable to access the practice facilities due to disability
If you believe that you fit this criteria, please ring the clinic on 0738484363, and our receptionists can discuss
the case with your regular doctor.
The practitioners adhere to the AMA code of Ethics regarding Privacy and Confidentiality, please be assured that your medical records and consultations are kept in the strictest confidence.
Please ask the reception team for a ‘transfer of medical records’ request.
As long as you have a pathology request form from your GP, you do not need to make a booking, just visit the practice and see the onsite pathology collectors.
Work cover patients will be treated the same as regular patients. These patients must inform their employer before their first consultation and provide a claim number related to their current case.
Specialists typically require a referral letter from a GP. Please make an appointment with a GP to ask about a referral letter.
Your personal information is stored securely in electronic, paper, or visual formats (e.g. X-rays). Electronic records are kept on a secure, password-protected system accessible only to Yeronga Medical Centre staff.
Some of our doctors use a secure note-taking tool called Heidi to assist with documenting consultations. Heidi transcribes conversations in real time, allowing your doctor to focus fully on your care. The software does not record or store audio, and only the notes your doctor chooses to save are added to your patient record. Your consent is always required for the use of this tool and can be withdrawn at any time – please speak with your doctor if you’d like to opt out.
We will always seek your informed consent if any real-time audio recording during a consultation (in-person or telehealth) is required.
For more information on how Heidi protects your health information and complies with strict privacy standards, visit:
https://www.heidihealth.com/au/blog/heidi-compliance-lightning-faqs
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’ve received, we encourage you to let us know. You may speak directly with your doctor or a member of our reception staff. Alternatively, you can provide your complaint in writing.
All complaints are treated with respect and confidentiality. Once received, your complaint will be acknowledged and reviewed by the practice manager or the relevant staff member. We aim to respond in a timely and fair manner, usually within 7-10 business days. Where appropriate, we will contact you to discuss the issue and any actions that have been 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.
Please note:
For patient privacy and confidentiality, our practice does not communicate via email regarding health matters or appointment bookings. Please contact us by phone or visit the practice for these enquiries.
Hospitals
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