Summer Hill

02 9797 3900

Leichhardt

02 9550 0288

Ashfield

02 8090 6833

Frequently Asked Questions

New Patients

All new patients require a long appointment (30 minutes). This is to ensure our doctors have enough time to understand your background and provide more personalised medical care. The doctors will introduce you to how the practice runs and can answer any questions you may have. 

We also ask that new patients arrive at our practice 10 minutes prior to their booked appointment time, to complete new patient forms. Alternatively, you may download the appropriate form below, complete it and bring it with you to your first consultation or email your completed form to us ahead of time at noreply@yourdoctors.com.au.

Transfer of records: Please speak to your doctor during this appointment if you would like to have your medical record from your previous practice transferred to us. Your previous practice may charge a fee for this service and you will need to speak to them to find out about this. 

Telehealth appointments

If you have a telehealth appointment with one of our doctors, please email any relevant photos or information to: noreply@yourdoctors.com.au. Please do not use this email address for any queries that are unrelated to your telehealth appointment, as these will not be responded to. Please call our reception staff for other queries. All telehealth appointments attract a private fee. Payment can be taken over the phone by our receptionists at the end of this consult.   

COVID-19 information

Please see our dedicated COVID-19 page.

Do I need to book an appointment?

Consultations are usually by appointment.  Emergencies (including "walk-in" patients) will be seen as quickly as possible according to our normal triage process - please notify our reception staff if you have an urgent medical issue.

How do I collect my test results?

For privacy and medico-legal reasons: all patients are requested to return in person to collect results of any tests or scans (including x-rays) via a follow-up appointment unless prior arrangement is made with their doctor. If results require urgent attention then we will contact you via phone and request you come in as soon as possible.

Can I request a repeat prescription or referral, without a consultation?

In some cases, our doctors may provide you with a repeat prescription or referral without a consult. There are conditions that have to be met in order for our doctors to provide these without consultation, for your safety, and to uphold our high level of patient care.

Repeat scripts and referrals without a consultation attract a small non-rebatable fee. Please phone our practice for more information.

Can I request a long consultation?

Our practice offers all of our patient's long consultations upon request.

Can I request a home visit/ what is your after-hours care?

We make provisions for home visits and after-hours care for registered patients of our practice. 

Outside normal business hours and for weekends
Your Doctors subscribes to the Sydney Medical Service Cooperative Limited, phone number 8724 6300This service operates for registered patients of our practice:
  • Weeknights from 6pm to 8am the following the morning.
  • Weekends from 12 noon Saturday to 8am Monday morning.
  • Public holidays (all hours).
This service is staffed by qualified general practitioners who are registered in NSW and who provide our practice with detailed reports of any visits they attend.

Patients who are registered with Medicare or Veterans Affairs are bulk-billed.  Patients who are not registered with either are charged a fee directly by the service.  Payment is made at the time of visit, costs are advised when making the request.

What reminders will I receive?

As a patient you can receive:
  • Practice-level reminders: eg SMS reminders for certain non-standard appointment types. From time to time, you may also receive feedback SMS's, requesting you to leave reviews on your recent visit, for example, on Google.
  • State-level reminders: eg NSW Cervical Screening Register.
  • National-level reminders: eg Australian Immunisation Register.
We do not send SMS reminders for standard 15-minute appointments. Most of our reminders will be sent via HotDoc, our online booking company. These reminders will either be sent via SMS, through the HotDoc app, or, via email. 

If you do not wish to participate in any or all of these reminder systems then just let your doctor know.

How is my private information treated?

Your Doctors assures you that your private medical details will be dealt with in a confidential manner.  See our full privacy policy.

Can I receive or send information via email?

We do not encourage the use of email for sending medical or patient information.  If you need to send or receive such information then please phone us to organise an alternative method.  Email is not encrypted and the possibility of interception by third parties must be considered. 

We cannot guarantee the confidentiality of any information transferred via email. 

This practice does not, by default, send patients reports or similar information via email.  Only in situations where a doctor determines that it is clinically safe and that a face-to-face consultation is unnecessary can this occur.

If a patient desires to provide consent for information to be emailed to them from the practice, they must:
  1. Write and send a formal request via email to the practice, AND
  2. Obtain the approval of their doctor (in-person or over the phone).
The practice will then take further steps to ensure the request is being initiated by the correct person.  Requests of this nature are normally acknowledged within two (2) business days.

Can I phone my doctor?

All doctors will be able to take your phone calls when appropriate.  If they cannot speak to you immediately then you can request that a message be left so that your doctor can return your call.

You can contact your doctor by ringing one of our main phone numbers and asking our receptionists for assistance.

How do I provide feedback?

Suggestions/complaints can be discussed with either your doctor or the Practice Manager in writing via PO Box 316 Summer Hill NSW 2130. This ensures confidentiality of your medical/sensitive matters. We cannot guarantee the safety or confidentiality of your matter if you send it to us via email. 

You may be sent an invitation to provide feedback through our online booking company, HotDoc. This feedback will be posted directly to the Google page of the site you have visited. Our practice cannot remove feedback on Google. Please ensure you do not discuss confidential matters through this method, as it is available to all members of the Public. 

If you are not satisfied or your complaint cannot be resolved within the practice, you may wish to contact the Health Care Complaints Commission (HCCC).  Contact details for the HCCC are as follows:  Locked Mail Bag 18, Strawberry Hills  NSW  2012  
T:  02 9219 7444 or 1800 043 159.

Do you have pregnancy information packs?

Yes, please see our parenting page.