Patient Information

Download Patient Information Leaflet (PDF)

Download Privacy Information Document

appointment

Appointment times are in multiples of 15 minutes. A 15 minute appointment is standard and adequate for 1-2 minor issues. Long appointments are required for more complicated problems or time consuming procedures.

You may request to see the Doctor of your choice. If there are no appointments available with your Doctor of choice, you will be offered an appointment with one of the other doctors if available.

If you think you will require a longer appointment time, or if other family members need to consult the doctor at the same time, please advise the Receptionist when making an appointment. You will only be billed for the time you require. This will assist us in running to time.

First time patients to the Practice need to book a 30 minute appointment please.

after_hoursMoss Vale Family Practice is part of a group of other local General Practitioners who form a roster, and take it in turns to provide after hours coverage on week nights and weekends.

If you require urgent after hours care, please phone 4861 6433.

In addition, on weekends and public holidays, there is a GP After Hours Clinic located at 6B Mona Road Bowral. No appointment is necessary. The clinic is open 3.00pm to 5.00pm on Saturdays, and 10.00am to 12.00 noon and 3.00pm to 5.00pm on Sundays and Public Holidayss

home_visitsHouse calls will be made in extenuating circumstances if you are a regular patient of the Practice.  We ask you to limit your requests for a home visit to when you are too sick to attend the Practice. These visits will be carried out at a convenient time arranged with a doctor. In the first instance, discuss your request with the Receptionist. 

Please contact the practice as soon as possible to request a visit. A higher fee will be charged for this service. 

thanksYou will be charged a fee based on the length and complexity of your appointment. These charges are displayed in the waiting room.

We accept payments by cash, Eftpos, MasterCard or Visa, with payment required on the day. You will be issued with a receipt upon payment, which will entitle you to claim a rebate through Medicare. We are able to assist you in processing this claim electronically.

telephoneTelephone calls will not be put through to Doctors unless there is an emergency. Telephone calls can inconvenience patients whilst in consultation, disrupt Doctor concentration, and contribute to appointments running over time.  

No scripts or referrals will be issued without an appointment. We do not communicate with patients via e-mail or fax.

resultsPatients are encouraged to phone the Practice to obtain results. Our Receptionists are able to advise a basic message from the doctor about your results – messages may include: “No action required” or “Appointment required”.

If you wish to discuss your results in detail, this needs to be done by making an appointment with the Doctor.  

privacy_policy

We acknowledge the importance of privacy in the Doctor-Patient relationship.

We adhere to the Australian Privacy Amendment (Enhancing Privacy Protection) Act 2012 together with the NSW Health Records and Information Privacy Act 2002. The health privacy principles describe what we must do when collecting, holding, using and disclosing health information.

A copy of our privacy policy is displayed in the waiting room, available at Reception or you can download a copy here.

clockWe strive to keep appointments running to time and are committed to providing a high level of service and continuity of care to our patients. 

Sometimes circumstances arise where more time is required, than originally booked to attend fully to a patient’s needs.  At all times, we will endeavour to make your wait as short as possible.

feedbackWe welcome any suggestions or complaints regarding our quality of service and regularly conduct patient surveys. At all other times please speak confidentially to our Practice Manager, if you wish to provide feedback. 

Should you have further concerns or complaints regarding your health care which you feel cannot be addressed at the practice you may contact:  NSW Health Complaints Commission, Locked Bag 18, STRAWBERRY HILLS NSW 2012 Ph. 1800 043 1159. For further information, log on to www.hccc.nsw.gov.au