FAQ

Important Information

Appointment

Consultations are by appointment only. Standard consultations are 20 minutes which generally allows for one issue to be discussed. For multiple or complex consultations including comprehensive health checks or mental health care, please request a longer consultation when making an appointment. IUD insertion, vasectomy and other procedural appointments can be made after an initial assessment appointment has been conducted.

In the case of the need for an urgent on the day appointment, patients will be triaged by a doctor or our highly experienced practice and nursing team.

Fees & Billing

We strive to provide a personalised service, which means spending time with our patients to give them the care they require. You will be charged a fee based on the length and complexity of your consultation. A schedule of fees and the Medicare rebates payable is displayed on our website. Please refer to this page for all up to date fee information. Our reception team can assist you in processing your Medicare claim electronically.

We ask that all fees be paid at the time of consultation by cash or EFTPOS. If you are having difficulty paying, please discuss this with your doctor.

Full time school students 16 and under, patients holding a Pension Card and our ATSI patients are bulk billed.

Test Results

To obtain the results of any tests, please make a further appointment with your doctor.

Please ask the doctor at the time the tests are requested how long it will take for the results to be received by the practice so that a convenient appointment time can be made.

Results are confidential and will not be given over the phone to any third party, an appointment must be confirmed to receive and discuss the results of your tests. This will also ensure that results are given to the right patient by a member of our clinical staff.

If results are urgent, we will contact you as soon as possible, if we cannot contact you when results are deemed urgent, we will contact your emergency contact.

If your results are unremarkable and require no action, we will not contact you.

For privacy reasons we will not leave a message on any phone number provided to us unless it is deemed appropriate to do so.

Referrals

A referral letter is required prior to making an appointment to see a specialist. An appointment with your doctor is required to obtain the referral letter. Doctors cannot back date referral letters so please organise your referral in advance of the specialist appointment.

Repeat Prescriptions

In the best interest of your health repeat prescriptions are not usually provided without a consultation. Medical history, allergies, past treatments, etc should all be reviewed, and current observations recorded, for these reasons a consultation is required.

Telephone Calls

Due to the demands of the doctors’ time and respect for our patients it is not always possible to interrupt the doctors with phone calls whilst they are consulting. If you wish to speak to a doctor, a message will be taken by reception and passed on to them. They will decide on the action to be taken regarding the message and your doctor may consider a consultation more appropriate than a telephone call, in which case an appointment will be arranged for you.

Reminder System

We may contact you to offer preventive health services appropriate to your care as we consider this an important part of managing your health care. The Women’s Health Centre utilises a reminder system to let you know when you are due or overdue for review or follow-up appointments. Contact methods include SMS messaging, phone calls or a letter.

If you do not wish to be part of this system, please let our reception team know.

Delays

Our doctors are thorough and ensure the highest standard of care is given. Sometimes simple problems may need further exploration and discussion. This may cause a delay. Occasionally a patient may require urgent medical attention and need to be fitted in. We ask for your understanding in these situations.

Privacy Policy

The practice is committed to protecting the privacy of patient information and to handling your personal information in accordance with the Privacy Act 1988, and the Australian Privacy Principles. These principles describe what we must do when collecting, holding, using and disclosing health information. 

Privacy Policy

After Hours Medical Care

After Hours Medical Care is provided by the Southern Highlands GP After Hours Service, a group of local General Practitioners who take turns to provide after-hours coverage on weeknights and weekends.

If you require urgent after-hours care please phone 4861 6433

On weekends and public holidays the GP After Hours Service is located at 21 St Jude Street Bowral, opposite Bowral Hospital. The clinic is open from 3pm-5pm on Saturdays. On Sundays and public holidays the clinic is open from 9am-12pm and 3pm-5pm. No appointment is necessary.

Feedback

We welcome patient feedback, if you have a suggestion or a complaint please contact our Practice Manager 4800 1686 or reception@twhc.com.au. Please note the NSW Health Complaints Commission telephone number is 1800 043 159