FAQ – Frequently Asked Questions
We are committed to providing long term continuity of patient care for all types of individuals, couples and entire families. Our approach to General Practice care is centred around our patients needs and their desired health outcomes. Our entire service has been designed with our patients needs in mind.
You’ve got a question?
We’ve got answers!
We provide below the answer to some of the commonly asked questions we receive from our patients. Fell free to get in touch with us if you can’t find what you’re looking for.
How much will it cost to receive care at Innovation Health Group?
For those patients with a valid Medicare card we are currently Bulk Billing your appointment with the doctor.
There may be an out of pocket cost for any minor procedures, however, you will be able to claim with Medicare rebate straight away.
**Bulk Billing telehealth available for eligible patients under the Government Telehealth COVID 19 guidelines, all other patients can access Telehealth at normal fee.
What happens if I cannot attend a booked appointment?
We understand that sometimes it is not possible for you to attend an appointment. We ask that you please cancel a booked appointment at least 2 hours in advance so that we can accommodate someone else who needs our attention.
Will I see the same doctor each time I visit the practice?
We try our best to book you in with your preferred doctor at every appointment. However, unfortunately, the same doctor may not be available on the day of your visit. You can choose to wait for an appointment with your preferred doctor or you can have an appointment with another doctor who will have access to your full medical history and treatment notes.
Can I see a doctor outside your practice opening hours?
We are open Monday to Friday from 8 a.m. to 8 p.m. Our holiday and weekend timings are from 8 a.m. to 8 p.m. Outside of these times, we can arrange a home visit by a doctor who will provide a report on your visit to add to your records for any follow up appointments.
If your health concern is not urgent, you can contact the Australian Governments Health Direct Helpline on 1800 022 222 at any time for free advice and reassurance.
If you are seriously injured or in need of urgent medical help, please call the emergency number 000.
Can you arrange a home visit if I'm not well enough to come to the practice?
If you are unable to come to the practice, please contact us and we will discuss your situation with your GP. Home and telehealth visits are offered solely at the discretion of your doctor.
Are there any female doctors and nurses at your practice?
Yes, 1 of our medical practitioners are women. We also have female nurses available, should you prefer to receive care from a woman.
Is it possible to speak to my GP on the phone for some quick advice?
We appreciate that at times you may need to speak to your doctor. However, our doctors are usually consulting patients who have booked appointments and they strive to provide reduced waiting times and timely care to patients at the practice. As a result, it is not always possible to put you straight through to your GP. You are welcome to leave a message and the doctor will call you back at the soonest available time, depending on the urgency of your request. We encourage all patients to make an appointment online and discuss any health issues in person with their doctor.
Can I email my GP to get some information?
Due to the risk of a data breach, we do not communicate confidential patient information via email. We invite you to book online to see your doctor to discuss any concerns or obtain any information about your health.
How do I follow up on test results?
When you undergo any tests at our practice, the results are returned to your GP and referring physician. All test results will be carefully reviewed by your GP. If the results are normal and no further action is required, you may not hear from us. If the test results require follow-up, you will receive notification by SMS or telephone call to make an appointment to see your doctor. For privacy reasons, test results cannot be given out over the phone. If you wish to discuss your test results with your GP regardless of the outcome, please book an appointment online. This will ensure you receive accurate results and understand their relevance to your health.
Can I get a copy of my medical records?
Your medical records are confidential. They are stored securely and can only be accessed by clinicians and care providers in the practice. If you wish to obtain a copy of your medical records, please complete a request form and submit it at reception along with a copy of your photo ID and other essential paperwork. Please note, there may be an administrative fee for the release of medical records to you or another medical practice. Medical notes and test results can be released to you or to third parties only with your signed consent.
Will I receive a reminder for an upcoming consultation or test?
For consultation bookings, our practice sends out a computer-generated SMS reminder (provided you have given consent for this service). We also have an SMS reminder service for routine tests and annual health checks.
How can I provide feedback to your practice?
We value feedback from our patients and use it to continuously improve our services. Customer feedback forms are available in our waiting room and you can fill one in and leave it in the box at reception. You can also speak to the practice manager directly with any complaints or concerns. If you are unhappy with the quality of care provided at our practice.