General Patient Information
Current Capacity Notice
All our doctors are currently at full capacity. Aside from immediate family members of existing patients, we are unfortunately limited in our ability to offer appointments to new patients at this time.
We understand this can be frustrating. As a small practice with mostly part-time doctors, we are not able to take on new patients while maintaining the standard of care our existing patients rely on. We appreciate your understanding and encourage you to check back with us in the future.
Appointment Times
It is important to us that we provide a prompt and efficient service. Please arrive on time for your scheduled appointment, or let us know as early as possible if unforeseen circumstances mean you may be late or unable to attend.
If you need to cancel an appointment, we require a minimum of two hours’ notice. If you require a longer appointment, please let reception know when booking.
We reserve the right to reschedule appointments for patients who arrive late, and to apply a cancellation fee (not rebateable through Medicare) to patients who fail to attend without providing an appropriate reason.
As our doctors book up quickly, we are usually unable to accommodate walk-in appointments.
In an emergency, please call 000 or visit your nearest hospital emergency department.
Fees and Billing Arrangements
Longevity Medical Centre operates as a mixed-billing clinic. No doctor at our clinic is obligated to bulk-bill under any circumstances. The decision to bulk-bill you or your child is at the discretion of the treating doctor, and may depend on factors such as age, concession card status, and other considerations.
Our consultation fees are displayed throughout the clinic. We process Medicare rebate claims on-site, with any rebate deposited directly into your nominated bank account.
All new patient appointments and all Saturday appointments are privately billed.
Privacy Policy
At Longevity Medical Centre, we are committed to protecting your health and personal information confidentially. We comply with Australian privacy legislation to ensure your privacy is maintained.
Further information is available from the Office of the Australian Information Commissioner on 1300 363 992. You can request a copy of our full Practice Privacy Policy at reception.
Reminders and Recalls
Our practice uses a computer reminder and recall system to support preventative health care, including Health Assessments, Asthma and Diabetes Care Plans, Vaccinations, Pap Smears, and other matters relevant to ongoing care and illness prevention.
Speak to your doctor if you do not wish to be enrolled in a reminder program.
Repeat Prescriptions and Referrals
Repeat prescriptions and specialist referrals generally require an appointment with your doctor, unless otherwise advised. This allows your doctor to review the condition being treated and check in on any other health concerns — we believe medical care is best provided in person.
For patients unable to attend a face-to-face consultation, prescriptions and referrals may be available on request over the phone.
Your doctor reserves the right to decline a phone request for a prescription or referral if they do not consider it appropriate, and may decline to provide an ongoing referral for an indefinite period. Prescriptions and referrals provided outside of a booked appointment will incur a fee.
Communication of Results
Once your test results have been reviewed by a doctor, appropriate action will be taken. Normal results will not prompt contact unless your doctor advises otherwise — you’re welcome to call reception for a copy of your results once they have been reviewed.
If your doctor would like to discuss your results with you, reception or your doctor will contact you. If we’re unable to reach you, we’ll leave a message or try again at a different time; if all attempts are unsuccessful, we will send an SMS asking you to contact us at your convenience.
In the rare case of an urgent or emergency result, your doctor will contact you as soon as possible. If we’re unable to reach you, we may contact your nominated next of kin or emergency contact.
For privacy reasons, results sent via email are sent using encryption. Please be aware that, while we take reasonable steps to protect your information, we cannot guarantee the security of email attachments once they leave our practice, including risks associated with your own email account or device.
Disease Registers
This practice submits patient data to various disease-specific registers to support preventative health management. Your consent is required, and you may opt in or opt out at any time.
Vaccinations
Vaccinations are available at the clinic. Private vaccines can be purchased ahead of your appointment and stored in our vaccine fridge until then.
Waiting Times
We understand the value of your time and aim to see patients at their booked appointment time. This isn’t always possible due to factors such as medical emergencies, urgent calls from other health professionals, earlier consultations running over time, or additional family members being included in an appointment.
If your doctor is running behind schedule, we will let you know. You may be offered an alternate doctor if one is available, but the choice is always yours.
Telehealth and Video Consultations
In many instances, our doctors are with other patients and unable to take phone calls directly — staff can take a message on their behalf. Given the risk of providing incomplete advice over the phone, we generally encourage patients to attend in person wherever possible.
For patients who are unwell or at risk of being contagious, telehealth and video consultations are available as an option.
Feedback and Complaints
If you have a problem or suggestion, we want to hear about it — please speak to your doctor or any of our staff. We take all concerns, suggestions, and complaints seriously.
If you feel your complaint hasn’t been handled appropriately and would like an independent party to mediate, you can contact the Health Services Commissioner on 1300 582 113.