FAQ's
We have put together some frequently asked questions about our clinic. If you have any other questions, our reception team will be happy to help.
Bulk billing applies to under 16's and over 65's with a concession card. Private fees apply to all patients between 16-65 years of age.
There are a few ways you can claim your Medicare rebate:
- We offer instant claiming with Medicare Easyclaim. You can register your bank details with Medicare, more info here on the Medicare website.
- Some Medicare claims can be lodged online through Medicare Online Services
- You can submit a Medicare Claim Form by mail or at a drop-box at a Medicare Service Centre
- Claim in person at a Medicare Service Centre
If you are unable to attend your appointment, please contact us with at least 1 hour's notice to cancel or reschedule your appointment time.
If you are a no-show at your appointment or leave your cancellation to the last minute, you will be charged a fee. A Medicare rebate does not apply to this fee.
Book online here on our website or use the HotDoc App on your smartphone.
Alternatively, you can call our reception team on 03 9748 7070 to make an appointment.
Yes, some of our doctors consult WorkCover and TAC patients. You can phone reception to check.
WorkCover applies to consultations about an injury that has occurred in the workplace. TAC applies to consultations about injuries sustained in a road traffic accident.
Please be aware that Medicare does not rebate these consultations.
Patients must pay in full for their WorkCover or TAC consultation.
You can then seek reimbursement from the relevant insurance company or your employer. There will be an out of pocket cost.
No, you cannot book a Telehealth consultation as a new patient.
All Telehealth patients must be seen in the clinic by a doctor at least once before booking future Telehealth consults. If you have not been seen in the clinic by a doctor in the last 12 months, you cannot book a Telehealth consult.
Yes, we have an on-site pathology provider for blood tests, pregnancy-related testing, diabetes testing, genetic testing and more. 4Cyte Pathology is available in our clinic from 8:30am - 12:30pm Monday to Friday.
We will do our best to accommodate walk-in patients for conditions requiring treatment on the day although these are always dependent on the doctors' availability.
It's always best to phone our clinic in advance to ensure there's an available appointment.
Appointment reminders, health reminders & test results are now conveniently sent via SMS with HotDoc.
Health reminders and results are sent securely to your phone. When you receive the SMS, click the link, verify your identity and place your booking. It's as easy as that and ensures a quick & secure delivery of your health information.
Helpful Information
For patients with chronic illnesses who are well-known to our doctors and face difficulty visiting our practice, we offer home visits upon doctor approval. This service is exclusively available to established patients who have a longstanding relationship with our practice and are unable to physically attend appointments. Please contact our practice for further details and to arrange a home visit.
In case of an emergency, please dial 000 immediately. For non-urgent medical appointments after hours, our after-hours service is available at 13SICK. Our dedicated team is ready to assist you outside regular hours, ensuring you receive the care you need when you need it most.
Our practice has a code of conduct which outlines the expected standard of behaviour by all patients. By attending our practice you are agreeing to meet this standard.
In summary we do not condone:
- Swearing or abuse toward our team or Doctors
- Questioning or refusal to follow our practice policies (which are in place for patient and practice safety)
- Private patients leaving the practice without paying
- Attending the practice if affected by alcohol or drugs
- Attending for the purpose of obtaining drugs of addiction
- Intimidation or bullying behaviour toward the Doctors or our team
For further information please ask at Reception.
All of the Providers practising at Healthy Haven Family Clinic use computerised medical records to record information, order tests, provide prescriptions and file Specialist reports.
Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of our team in addition to your Provider.
We follow Australian Federal Privacy Laws and Standards for the private health sector. A single A4 health summary sheet will be available for free. We have a Privacy Policy brochure and a written Practice Privacy Policy.
We cater for people with special needs and disabilities. Please advise our team who will ensure your needs are catered for.
We use an interpreter service when necessary. This helps the Providers who work in our rooms ensure they fully understand the nature of patients' problems, and to ensure patients understand the outcome of their consultation.
Further information about the Translating and Interpreter Service (TIS) can be found here: https://www.tisnational.gov.au/.Â
If you are hearing-impaired the TIS can contact us and verbalise what you are typing to them.
Pre-booking is preferred for hearing barriers as an interpreter is needed on-site but language barriers can often be helped there and then if your Provider rings the TIS service.
Some languages may need a prebooked interpreter so best to contact the website above to check prior to the appointment.
Our practice is participating in the 'Close the Gap' government initiative. Please tell reception, our nurses or your doctor if you identify with being of Aboriginal or Torres Strait Island origin.
Please inform your Provider of any particular beliefs you may have, whether they be religious or culturally based so we can provide appropriate treatment for you.
We welcome all feedback as it allows us to understand from the perspective of our patients where we are doing well, and where we can improve. You are welcome to share feedback in person at anytime and if you wish to remain anonymous you can message us using our contact form on the website.
Complaints can be made in person to one our Providers or Reception team, or in writing. You can use the feedback form to send us a complaint message.
If you experience respiratory symptoms such as coughing, sneezing, shortness of breath, or chest discomfort, please inform our reception in advance. To prevent illness spread, cover your mouth and nose with a tissue or elbow when coughing or sneezing, and wear a mask if symptomatic. Use hand sanitizer with at least 60% alcohol. On arrival, you may be asked to sit in an isolated area. These steps help protect you and others. Contact our clinic if you have any concerns or queries.
At Healthy Haven Family Clinic, we ensure that all telephone and electronic communications maintain the highest standards of privacy and confidentiality.
Our telecommunication system is designed to preserve auditory privacy and confidentiality. When receiving or returning calls, our reception staff will verify the caller's identity by requesting three key identifiers: the patient's full name, date of birth, and phone number. Messages from patients are carefully documented and promptly delivered to the appropriate clinical team member. In the event of a team member’s absence, messages will be redirected to another available clinician to ensure timely care.
For administrative purposes, we provide a secure link on the "Contact Us" page of our website. This link is intended for non-clinical inquiries only and is accessed exclusively by management. No clinical questions are to be submitted through this link. Additionally, we offer a secure system for emailing documents such as letters and referrals, which are password protected to safeguard patient information. If interested, this service can be requested during face-to-face or Telehealth appointments.
Book an appointment
You can phone the clinic if you have questions or would like help choosing the appropriate appointment type.