Frequently Asked Questions

For after-hours medical care, we recommend the following options:

• Shoalhaven District Memorial Hospital: 2 Scenic Drive, Nowra NSW 2541 Phone: (02) 4421 3111
• GP Hotline Phone: 1800 022 222
• Emergency Service – 000
• Lifeline – 13 11 14
• 13 YARN Aboriginal & Torres Strait Islander crisis support – 13 92 76
• Suicide Call Back Service – 1300 659 467
• Beyond Blue – 1300 224 636
• NSW MH Access Line– 1800 011 511
• Domestic Violence Line – 1800 656 463

Walk-in appointments are available on the day, primarily for urgent cases. Please note that these appointments are subject to availability.

For medical emergencies, or if you are suffering chest pain or shortness of breath, please dial 000 for ambulance services.

All services covered by Medicare are Bulk Billed.
However, services outside of Medicare coverage cannot be bulk billed so you will incur a cost. This can include medicals for recreational or vocational licences and certain tests and reports. Please ask at reception before your appointment or your GP if you need clarification.

Shoalhaven Family Medical Centres
Your Health. Our Priority. Your Voice. Always Heard.
At Shoalhaven Family Medical Centres, we are committed to clear, respectful, and timely communication with our patients, team members, and community. This commitment is guided by the Royal Australian College of General Practitioners (RACGP) 5th Edition Standards and our dedication to safe, high-quality healthcare.

Why Communication Matters
Effective communication ensures:
✅ Safer patient care
✅ Stronger relationships
✅ Better health outcomes
✅ Reduced misunderstandings
✅ Privacy and confidentiality compliance

Our Commitment to You
1. Respect and Cultural Sensitivity
We communicate in ways that are respectful, inclusive, and culturally appropriate. We support patients from all backgrounds and offer access to interpreters or AUSLAN services when required.
2. Multiple Communication Channels

We make it easy to reach us:

• Phone – For appointments, follow-ups, and general enquiries
  Telehealth Appointments are by pre-arranged appointments and will largely be determined by the technology of you the client.
• Email – For non-urgent admin matters (not clinical advice)
• SMS – Appointment reminders and selected health notifications
• Secure Messaging – For inter-provider clinical communication
• Printed Materials – For patient information and care instructions
• Important: We do not use social media for personal health communications.

3. Timely Responses
We aim to respond to non-urgent communication within 2 business days. Urgent clinical needs should always be discussed via telephone or in person.

4. Privacy & Confidentiality
We follow strict policies for the protection of your personal and health information, in line with RACGP guidelines and the Privacy Act 1988.

5. Feedback and Complaints
Have something to say? We welcome feedback. You can:

• Fill in a feedback form at reception
• Speak to our team
• Email the practice manager

All concerns are handled respectfully and promptly.

6. Internal Team Communication
Our clinical and admin staff use secure internal systems and participate in ongoing training to ensure information is shared accurately, respectfully, and confidentially across the care team.

Need Help Understanding Information?
We are happy to clarify or simplify any medical information provided to you. Just ask—there’s no such thing as a silly question.

Interpreter Services

We can organise:

• TIS National Interpreters (13 14 50)
• AUSLAN interpreters
• Multilingual written resources

Let us know your needs when booking your appointment.

If you have concerns or feedback, please complete the Patient Feedback form here.

Compliments or Complaints should be directed to your doctor or our Practice Manager in the first instance. Should you remain unsatisfied, you have the right to direct complaints to;
the NEW SOUTH WALES HEALTH Care Complaints Commission:
www.hccc.nsw.gov.au
Ph: 1800 043 159.