Frequently Asked Questions
How to see your doctor:

We are a bulk billing family practice. Walk-ins are recommended and appointments are also welcome. Patients can choose the doctor they want to see or request the first available. If the chosen doctor is not available, the next free doctor will be allocated. Emergency cases will have first priority. People with appointments also get priority. Longer consultations are available if needed: please inform the receptionist if you require extra time. 

Recall & Reminder system:

Patients are encouraged to return to the surgery to discuss their results (pathology, scans etc.), particularly if the treating doctor has requested them to do so. Even if initial tests are normal, further testing or treatment may still be required. However, should there be any abnormality with the results; the receptionist will contact the patient via telephone or registered mail. Please let the reception staff knows promptly if you change your phone number or address to facilitate a more efficient recall system.

 

For preventative care, all patients of the Practice will automatically be on our recall system for pathology results and health promotion. If you do not want to be on any of these reminder systems, please let us know so that we can take your name off the system.

Scripts and Referrals:

It is important that you see your regular doctor for your scripts and referrals. However, subject to certain terms and conditions, you may be able to organise your scripts or referral over the phone. If your doctor does write a script or referral for you without a consultation, then there may be a charge of $15.00 for this service and a delay of 48 hours.

Test Result:

 

In most cases, it is preferred that patients return to discuss test results with the doctor face to face to protect patient confidentiality and to ensure that the results are explained properly. Please call the surgery after three days to see if your results are back and to make an appointment. Please note some results will be given over the phone but only by your usual doctor.

 

After-hour arrangements:

 

We endeavour to look after our patients at all times. When the surgery is closed, a doctor from Sydney Medical Service Co-op is available after 6pm weeknights, after 11am Saturdays and all Sundays and public holidays for problems needing urgent medical attention.

The afterhours phone number is (02) 8724 6300 or 1300 HOME GP.

 

If it is an emergency, please call 000.

 

Interpreter Services:

 

If you or your family require an interpreter, we can organise this for you. Please let us know when you ring to make your appointment. Alternatively, you can contact the Translating and Interpreting Services on 131 450 directly. If you are hearing impaired and require an AUSLAN interpreter, we can organise this for you.

 

Pathology;

 

In house Blood collection services are available between 9am – 5pm Monday and Friday; 8am – 12:30pm on Tuesday, Wednesday and Thursday. Patients do not need make an appointment for this service as long as you have a valid pathology form with you on arrival. Please keep in mind the greatest demand for pathology services is during the first two hours of each day and there may be a waiting time during this period.

 
Email:

 

This is for general enquiries only, Practice does not communicate with patient via email regards to their health or their family member’s health matter. PLEASE DO NOT EMAIL THESE DETAILS TO THE PRACTICE.

 

Home Visits:

 

Home Visits are available for regular patients of the Practice in exceptional cases only and are subject to the doctor's availability. Please call early in the day so a visit can be organised. The doctor usually sees the patient before or after surgery, or at lunch time between 1pm – 2pm.

 

Telephone access:

 

Doctors in the Practice may be contacted during normal surgery hours. If the doctor is with a patient a message will be taken and you will be advised by the receptionist when it is likely that the doctor will return your call. Your call will always be put through to the doctor in an emergency.

 

Parking:

 

Street Parking along Massey Street

Gladesville Village Shopping Centre parking

Your privacy:


All medical records are confidential and are securely stored in our computer system. Your personal health information may be disclosed to other health professionals such as specialists for your continuity of quality care. You may access your medical records with your doctor as a consultation or you may request a copy where an administration fee of $55 will apply. All original medical records belong to the Practice. 

 

Your rights: 

 

We are constantly striving to provide our patients with the best possible care and attention. If you have any problems, suggestions or complaints, we would like to hear them. Please feel free to talk to the doctors or Practice Manager. There is a suggestion box for your feedback if you prefer to write to us. All concerns, suggestions and complaints are taken seriously. If you feel that you need to take the matter further and wish to discuss the matter outside the surgery, there are several options available.

E.g Health Care Complaint Commission

Locked Mail Bag 18 STRAWBERRY HILLS NSW 2012 or hccc@hccc.nsw.gov.au.

17 Massey St, Gladesville NSW 2111

Tel: 02 9817 3366