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 complete a new patient form before their appointment. Alternatively, we ask that you arrive at our practice 10 minutes before your appointment time, to complete new patient forms. You may also 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 to reception@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 relevant photo(s) or information to reception@yourdoctors.com.au. Please DO NOT use this email address for urgent queries requiring prompt action, as these are not responded to. Please call one of our practices to speak to one of our reception staff for urgent queries. All telehealth appointments attract a private fee. Payment will be taken over the phone by our receptionist at the end of the consultation.
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 business hours/ on the weekends:
Your Doctors subscribes to the Sydney Medical Service Cooperative Limited, phone number 8724 6300. This 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:
- Write and send a formal request via email to the practice, AND
- Obtain the approval of their doctor (in-person or over the phone).
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 on the day of your visit or the Practice Manager in writing to: PO Box 316, Summer Hill NSW 2130. This ensures confidentiality of your medical/sensitive matters and that your matter will be passed on to the most appropriate person for response. We cannot guarantee the safety or confidentiality of your matter if you send it to us via email. In most cases, we will respond to you in writing, via your postal address we have on file.
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.
You may be sent an invitation to provide feedback through our online booking company, HotDoc. Providing feedback is optional and 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 accessible by all members of the Public.
CFEP Survey Results
Our practice engaged an external feedback organisation, CFEP Surveys, to undertake a patient questionnaire. We are very grateful for the honest feedback provided by our patients regarding their care experience. The collection and analysis of this feedback was undertaken in February 2024 and we were provided with a summarise report of key findings. We aim to use this feedback to better our care and service experience for all our patients.
As a result of this feedback, the practice will aim to increase appointment availability amongst our practitioners, making it easier for patients to book in with their preferred GP. We are also looking at refreshing our practices; increasing the comfort of our patients in our waiting rooms. We also aim to use our TVs in the waiting room to promote services, such as our after-hours service.
Do you have pregnancy information packs?
Yes, please see our parenting page. Please call one of our practices for access.