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Frequently asked questions and information

FAQ Categories: Making appointments
Fees for our services
Rights of patients
Communication

Current Category: Making appointments
  1. How do I make an appointment?
  2. Do I need an appointment for the service I require?
  3. I require an urgent appointment, what should I do?
  4. How do I arrange a home visit?
  5. Are visits to Aged Care Facilities and Hostels available?
  6. What do I do about the SMS reminder I received?
  7. I've run out of medication and can't get to an appointment, what can I do?


1.   How do I make an appointment?
 
  • Appointments are made by talking with one of our receptionists either in person or by telephone on (02) 4948 6266.
     
  • Most general health needs will require a standard appointment lasting between 8 and 15 minutes.  As a matter of courtesy we endeavour to be punctual.  If your appointment takes longer than the allocated 15 minutes this will delay the next appointment and have a flow on effect.  If you believe more time is required due to  for example a complex problem, or multiple issues, or extensive paperwork needing completion, please request a longer appointment at the time of booking.
     
  • We endeavour to run to time but occasionally emergency care is required for those who are acutely unwell.  Also, appointments may take longer than expected in order for you to be given appropriate care.  Please be patient if your appointment is delayed.  You may find it helpful to ask for the expected waiting time when you arrive.  If you have been waiting for longer than 30 minutes please approach the desk to enquire about an estimated further waiting time.
  
2.   Do I need an appointment for the service I require?
 
  • An appointment is generally required for all medical services that require a doctor’s time. In some cases your doctor may agree to provide services such as prescriptions, referrals and reports outside of an appointment, but only by prior arrangement. A fee may be applicable. Please check when your prescriptions are due and make an advance appointment before running out. In general, your doctor will need to see you for monitoring of your health condition when a prescription is due.
  
3.   I require an urgent appointment, what should I do?
 
  • If you require an urgent appointment for an acute illness or injury, please call us as early as possible in the day on (02) 4948 6266.
  • Our doctors have allocated “Book on Day” appointments for those who need urgent care. Our receptionists are trained in triaging over the phone to help allocate an appropriate appointment to you, and they will ask one of our nurses or doctors for advice if required.
  • We make every effort to attend to medically urgent matters as soon as required. Occasionally we may not be able to see you on the same day at all times if demand for appointments is too great, but we will always strive to care for you in a timely manner.
  • We work with the after-hours GP Access service and can provide you with their details if we are unable to see you on the day and your condition requires attention urgently.
  
4.   How do I arrange a home visit?
 
  • We provide a home visit service for those who are unable to attend the medical centre due to health reasons. Please arrange home visits as far as possible in advance as more time is required to travel and see you at home.
  • If you require an urgent home visit please call as early as possible in the day and we will endeavour to see you as soon as possible, which will generally be between 12:30-14:00 or in the evening.  Our experienced staff have received training in determining the urgency of your medical needs, so please explain why you need a home visit and we will determine an appropriate timeframe.
  • Different fees apply for home visits due to the added time and resources required so please enquire as to the fee structure when calling.
  
5.   Are visits to Aged Care Facilities and Hostels available?
 
  • We provide Nursing Home and Hostel home visits for our existing patients who move into these types of care facilities wherever possible. We are generally able to continue care if you have moved into a location that is a reasonable travel time from Jewells. If this is not the case, we will help you in locating a GP who does visit your facility and communicate with them to ensure your care is continued. 
  
6.   What do I do about the SMS reminder I received?
 
  • If we have your mobile phone number and your permission, then we will send you a confirmatory SMS about your scheduled appointment, usually the business day prior.
  • If you receive an SMS it means we are expecting that you will be attending the appointment and have allocated time to you. If the details are correct then we look forward to seeing you, no further action is required.
  • If you receive an SMS that is in error, for example the wrong time or day is listed, or you were not aware an appointment had been made, your kindness in contacting us by phone on (02) 4948 6266 to correct the error will be greatly appreciated!
  • Please ask our receptionist to confirm that we have your mobile number correctly listed if you are not currently receiving SMS appointment alerts. 
  
7.   I've run out of medication and can't get to an appointment, what can I do?
 
  • If you know you will run out of medication and are unable to make an appointment, ask our receptionist whether a prescription can be supplied. Your doctor may be able to provide a prescription for a limited supply (generally 1 month) to last until you can attend in person.  A fee of $10 will apply. Please note that script requests may not be able to be fulfilled on the day of request due to the doctor’s workload.
     
  • Prescriptions that require telephone authority approval will not be provided without an appointment, except by special pre-arrangement with your doctor.