Practice policies
How appointments, results, prescriptions, records and communication work at the practice.
Appointments and waiting times
Appointments can be booked online through HotDoc or by phone. Ask for a longer appointment if you have more than one issue or a complex matter. The practice aims to keep to time; when an urgent problem takes priority, reception will let you know. If you have an urgent condition such as chest pain, burns or an eye injury, tell reception immediately.
Results
Results are reviewed by the treating doctor and are not given over the phone without the doctor's approval. If follow-up is needed you will be contacted to book. Keep your contact details current.
Repeat prescriptions and referrals
Repeat prescriptions, referrals, pathology and radiology reports and medical reports require an appointment, in line with Medicare rules and the doctor's duty of care.
Reminders and recalls
The practice sends SMS or letter reminders for preventive care and follow-up. Tell reception if you do not wish to receive them.
Telephone and email
Doctors are not interrupted during consultations. Urgent calls are directed to the practice nurse; other messages are passed to the doctor. Email to info@easthillsmedical.com.au is for simple administrative matters only, is not encrypted, and may take 48 hours or more for a response. Never use email for urgent matters.
Billing
See the fees page. Payment is by card at the appointment. Patients without Medicare, and non-rebatable services such as pre-employment medicals, are paid in full on the day.
Transfer of records
A complete transfer of records to another practice, with your written consent, carries an administrative fee of $60 payable before transfer. Request form (PDF).
Cultural background
Please tell staff if you identify as Aboriginal or Torres Strait Islander, or would like an interpreter, so care can be arranged appropriately.
Respectful behaviour
Verbal or physical abuse of staff is not tolerated. A patient who behaves in this way may be asked to leave and, at the discretion of the practice manager or doctor, may not be seen again at the practice.
Feedback and complaints
Feedback is welcome by email or in the box at reception. If a concern is not resolved to your satisfaction you may contact the NSW Health Care Complaints Commission, Locked Mail Bag 18, Strawberry Hills NSW 2012, phone 1800 043 159, email hccc@hccc.nsw.gov.au.
Useful resources
- healthdirect: government health information and symptom checker
- Heart Foundation
- DermNet: skin conditions
- BreastScreen NSW
- NSW immunisation schedule
- Department of Veterans' Affairs