Patients will be given an appointment with their preferred doctor.

Appointments are scheduled at 15 minute intervals, longer consultations need to be requested.

Practice patients can request a visit at their home. Patients are encouraged to come into the surgery if able, otherwise the practice endeavors to provide a home visit. If the matter is deemed urgent and the doctor or nurse practitioner is unable to attend we recommend attendance at the Casualty Department.

Please note that with the exception of Dr Nachiappan, all home and Aged Care visits are bulk billed and no out of pocket fee is necessary.

All patients of practice are directly charged to Medicare (bulk billed) for their consultations following appointments if the service is medicare rebatable.

Dr Nachiappan does not bulk bill with the exception of Aged Care institution consultations. This applies to all patients, irrespective of whether a concession card holder or Repatriation Scheme/ DVA card holder.

The authority to bulk bill any patient is not the prerogative of the medical receptionist. Please do not apply undue pressure on the reception staff by insisting when billing is applicable.

Non-payment of a consultation bill, will result in a notification being issued to pay the bill within seven days. Non-payment of an outstanding bill would result in the practice receptionist refusing future appointments to see a doctor in the practice, until the outstanding sum is paid in full.

Patients are expected to pay for their consultation at the time of the appointment, after completion of a doctor’s consult. However, arrangements can be made to pay at a later date if prior consent from the doctor or practice is obtained before the consultation has commenced. All payments can be by cheque, credit card or cash.

All communications regarding billing and other matters in writing are to be addressed to- Nachiappan Pty Ltd.

Practitioners are on an after-hours roster, including weekends. Generally, due to medico legal reasons, advice is not offered by telephone.

The practitioner on roster can be contacted on the surgery number 80873620, which will indicate the practitioner on duty and the mobile number to contact them. On unavoidable occasions when there is no doctor available, the recorded message after hours will indicate this.

The practice is willing to see WorkCover (work injury) related consultations. All WorkCover consults will need to be paid at completion of consult and then be reimbursed by their employer or insurer using the receipt.

Work Cover patients are not billed to the insurer for services rendered at the practice, even if the insurer accepts liability for the injury. All WorkCover reports and consults are directly payable by the injured worker or their employer and then reimbursement sought from their insurer.

Patients are encouraged to make an appointment to return to the practice after investigations including smears to obtain their results by appointment.

Results of any and all investigation as well as other patient matters are generally not encouraged to be discussed over the telephone or via email, this is in keeping with confidentiality requirements of a medical practice and protects the privacy of patients from other third parties not privy to such personal information.

Patients are encouraged to raise complaints directly with the practice receptionist if the matter can be dealt with summarily. If the matter is not adequately dealt with by a simple inquiry or it is a matter that a doctor or administration staff needs addressing then patients are encouraged to lodge the complaint in writing (seal the envelope) and leave with Reception staff or to approach the Practice Manager by appointment.

Most complaints can be dealt with by an adequate explanation by the individual concerned. Patients are encouraged to raise any complaint against the Practice with members of the Medical Practice prior to consideration of legal alternatives or authorities including the Health Care Complaints Commission.

The Practice reiterates that its primary responsibility is provision of service as a health care provider. As a result we are able to accommodate sales representatives in allocated times by writing to the Practice Manager on our email to obtain an appointment time.

It has been brought to our attention, that patient appointments are compromised by ‘slotting in’ sales representatives in between patient appointments, resulting in a longer wait by patients. On occasions, sales representatives wait for hours on end, for the opportunity to meet a doctor/s at the practice for at best a brief interlude, without adequate time to make their presentation.