Patient Information
No-show / Late Canellation Statement
Appointments that are missed or cancelled with less than 2 hours’ notice result in No-show / Late canellation fee for the time reserved.
Why this fee applies
When an appointment is booked, time is set aside specifically for you. If that time is unused, and not cancelled, our Doctors cannot offer that appointment to another patient who may need care urgently. This reduces appointment availability and impacts the entire community. To ensure fairness and maintain access to care, our practice charges fees for:
· Missed appointments (No-show)
· Cancellations or rescheduling with less than 2 hours' notice
These fees are not Medicare-rebatable.
Repeated instances will result in removal from our active patient database.
About our SMS reminder system
We send SMS reminders approximately 24 hours before your appointment as a courtesy only. Please note: Not receiving an SMS reminder is not accepted as a reason to waive a non-attendance fee. Patients are responsible for keeping track of their appointments and personal schedules.
How to avoid future fees
You can cancel or reschedule an appointment easily by:
✔ Calling the practice during opening hours
✔ Replying “N” to your SMS reminder
✔ Using the cancellation link in your online booking email confirmation
✔ Visiting reception in person
To avoid fees, cancellations or rescheduling must be made at least 2 hours prior to your appointment time.
Payment information
You may pay via:
· Credit card by telephone
· In person at reception
Payment must be received before any future appointments can be booked.
If you believe there were exceptional circumstances
We understand emergencies happen. If you believe there was a genuine reason you were unable to attend, please let us know via email. Your treating doctor may review the situation and decide whether the fee can be waived. Evidence may be required.
Respect and safety
Our staff are here to assist you. Aggressive, abusive, or intimidating behaviour regarding billing or scheduling will not be tolerated and is managed under our Zero Tolerance Policy. Patients who behave inappropriately will be removed from our active patient database.
Privacy
All patient information and medical records are strictly confidential. If you would like further information regarding you health information please ask your Doctor. This practice has a recall reminder system. If you do not wish to receive reminders please notify reception. If you have a problem we would like to hear about it. You may prefer to write to us. Ask reception for further information regarding any complaints you may have. If you are dissatisfied with our response to your complaint or feel that you require further assistance, please contact the Health Care Complaints Commission on 1800 043 159
Please note that if you require a further appointment after you have seen the doctor, it is always a good idea to book this before you leave the practice.
Home Visits are available to regular patients of the practice. We encourage where possible that you visit the Surgery, however realize that this may not be possible at all times. Our receptionist will provide you with fees associated with home visits, as these are payable at the time of consultation.
