Frequently Asked Questions
What fees can I expect to pay?
For those that are not yet aware, we have commenced implementing a missed appointment fee since November 2022.
Our bookings are designed such that one timeslot is assigned for one patient. When a patient does not attend their appointment, that booking could have been given to another patient in need of a consult with the Doctor.
Illawarra Medical Services uses SMS reminders which is a convenient way of reminding patients about their appointment a day prior. Please be advised that this is for courtesy only and not receiving an SMS reminder is not a valid reason for missing your appointment. Please make sure all your details are updated everytime you check-in at reception.
If you do not notify us that you are not attending your appointment, we will charge a $25.00
missed appointment fee, which does not attract a Medicare rebate.
To avoid the missed appointment fee, please cancel your appointment at least 4 hours prior by:
– cancelling online via hotdoc if you have booked the appointment online
– cancelling in person at the reception desk
– ringing the practice at 4271 1899
Please do not email us for appointment cancellations as our email is not regularly monitored and is reserved for important clinical correspondences.
Why did you change to mixed billing? Please see here.
Do I have to book an appointment? To reduce your waiting time, we would advise you to make an appointment. However, we can definitely appreciate that it is not always possible to foresee every medical complication that might arise unexpectedly. In which case, we will always prioritise medical emergencies without an appointment. On weekends and public holidays, we open our online booking system a few days prior and do allow walk-ins until 11:30 am.
What if I have a medical emergency outside of hours? For non-urgent matters, you can call the radio doctor on (02) 4228 5522. The radio doctor is available on weeknights (6pm – 6am), Saturday (12pm-Monday 6am), and public holidays (24 hours). For urgent matters, call 000.
What if I don’t speak English? As well as English, we have doctors that can speak Tagalog, Filipino, Gujarati and Hindi. For other languages, we engage TIS National to provide over-the-phone or in-person interpreting services, which our staff are all trained in engaging. TIS National may be called on 131 450.
To access information in a language you are more familiar with, the Royal Children’s Hospital website has a very comprehensive list of websites which provide health information in a large range of languages.
Where can I get a blood test done? We have Southern Pathology next to our practice. You do not need an appointment.
Where is the closest pharmacy? We are located next door to Berkeley Pharmacy.
Are my results urgent? If results are urgent, our friendly staff would attempt to contact the patient, or the patient’s next of kin and/or emergency contact person.
Can I receive my results over the phone? In respecting a patient’s confidentiality, we do not give results over the phone unless it is regarding an INR result. Additionally, the staff at the front desk are not medical practitioners and are therefore not qualified to give medical results or advice. However, any of our friendly staff can advise you as to whether the doctor would like to see you regarding your results.
Can you backdate a medical certificate? No.
Where can I access your policies?
- Complaints policy. To make a complaint, please email firstname.lastname@example.org. To provide feedback, please click here to download the relevant form.
- Email policy. We do not discuss clinical information via email. If you have any clinical concerns, please book an appointment with one of our GPs. Please note that by providing us with your email address or by sending us an email, you consent to receive email correspondence from our practice in relation to your healthcare.
- Social media policy. We do not discuss any clinical information via our Facebook page. Our Facebook page is used to make announcements which reach a wider audience.