Practice Policies
page-template-default,page,page-id-21666,stockholm-core-1.2.1,select-theme-ver-9.0,ajax_fade,page_not_loaded,,qode_menu_,wpb-js-composer js-comp-ver-6.1,vc_responsive
Title Image

Practice Policies



Prior to your first appointment, you will be required to complete our New Patient Registration Form. Save time on arrival by completing the form beforehand and bringing it with you to your appointment.





A short appointment is required if you have a single non-urgent condition or routine problem to consult with our doctors.





We request that you book a longer appointment if you have a complex problem or multiple issues to attend to, or require detailed forms to complete. This assists our doctors to appropriately attend to your needs and helps prevent lengthy waiting times for other patients.





You can book your appointments on-line via your phone or computer. Simply click on the Book Appointment Online button to the right of screen and follow the prompts.





Bulk Billing is available for standard consultations for all patients with a Medicare Card. For international students, migrants and travellers with Overseas Visitor Health Cover, your insurer typically covers the bulk-billed amount and there is no gap for standard consultations.





Please make an appointment with your doctor to have these services completed. If you are unable to make a time to have these attended to, a fee can be paid to have your doctor complete a request for scripts or referrals with a days notice to complete the request.





Please make an appointment to follow-up test results ordered by your doctor. This includes radiological tests such as X-rays and scans. Most routine test results are available 48hrs after they are requested. Some results require more time to be available and generally your doctor will advise you if a longer wait applies to your tests. Results will generally not be provided over the telephone. Urgent abnormal test results will be brought to your attention by a doctor or one of our staff members. However, the follow-up of your test results is your responsibility and we recommend arranging your follow-up appointment at the time of your test being undertaken. Follow-up appointments for results are generally bulk billed.





As a commitment to providing a quality preventative medical service, our practice will from time to time send out an invitation to participate in a preventative health screening appointment or activity appropriate to your care. Please contact our friendly reception staff to make an appointment to participate in any invitation received or to receive further information. If you do not wish to participate in our reminder service please let our reception staff know.





Please advise our receptionist staff as early as possible if you need to cancel or change your appointment as this will allow other patients access to a doctor. This is especially important during busy peak times such as winter cold and flu season and busy periods at the start and the end of the week. We reserve the right to charge a cancellation fee for missed appointments. We reserve the right to not allow future appointments to be made if more than 3 are missed without notification.





In the event our centre is closed, your call will be diverted to the National Home Doctor Service. The direct number for this service is 13-DRSICK or 13-7425.





To give each patient the best consultation possible, doctors prefer not to be interrupted by phone calls. Practice staff are happy to take a message and the doctor or nurse will return your call as soon as they are available.





Our staff are able to arrange an interpreter to assist you or a family member when attending one of our practitioners for a consultation. Please let our staff know if you require this service at the time you book your appointment. A longer appointment will generally be required if using this service.


For more details about interpreter services, please visit the TIS website.


Mater Online also offers an extensive range of translated health resources.





Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorized staff. We abide by the Australian Privacy Principles available at





This practice has a strict no smoking policy.





If you have a problem, we would like to hear about it. Your feedback is always welcome as it helps us to improve our services and provide the best possible patient experience. Please feel free to talk to your doctor, a receptionist or the Practice Manager. Alternatively, you may prefer to write to us or use the suggestion box. We take all concerns, suggestions and complaints seriously.





Questions about privacy and our privacy policy may be discussed with your doctor or our Practice Manager. We welcome your feedback and hope that we can meet your privacy expectations. A copy of our complete Privacy Policy is available for your perusal if required.


If you remain dissatisfied you may contact the Federal Privacy Commissioner, GPO Box 5218, Sydney, 2000 or ring the Privacy Hotline on 1300 363 992