Terms & Conditions of Service
Shoalhaven Family Medical Centres
- Introduction
Welcome to Shoalhaven Family Medical Centres. By accessing or using our services—either in person or via telehealth—you agree to the following Terms & Conditions. These terms are intended to inform patients of their rights and responsibilities while ensuring safe, ethical, and effective healthcare delivery in line with Australian healthcare standards and the RACGP 5th Edition. - Appointments
All consultations require an appointment. Same-day appointments are available for urgent cases.
We aim to run on time; however, medical emergencies and complex consultations may cause delays.
If you are late for your appointment, you may be asked to reschedule.
Please notify us at least 2 hours in advance if you need to cancel. - Bulk Billing Policy
Shoalhaven Family Medical Centres is committed to 100% bulk billing for all Medicare-eligible patients with valid Medicare cards.
Some services (e.g., employment medicals, insurance paperwork, and certain procedures) may not be covered by Medicare and may incur a private fee. You will be informed in advance if fees apply. - Your Responsibilities
Always bring your Medicare card, concession card (if applicable), and any relevant documentation.
Ensure your personal details (address, phone number, emergency contact) are up to date.
Attend your appointments or cancel with appropriate notice.
Treat staff and other patients with respect and courtesy. We maintain a zero-tolerance policy for aggressive or abusive behaviour. - Privacy & Confidentiality
We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Your medical information is stored securely and is only accessed by authorised personnel.
You have the right to request access to your medical records. Requests must be made in writing and will be processed in a timely manner.
For more information, see our Privacy Policy. - Test Results & Recalls
You will be contacted only if your test results require follow-up. We encourage all patients to book a follow-up appointment to discuss results.
Our practice uses a secure recall and reminder system to support preventative care. Please let us know if you wish to opt out. - Repeat Prescriptions & Referrals
Repeat prescriptions and referrals require a consultation with a doctor. This ensures continuity and safety of care.
We do not provide prescriptions or referrals without clinical review. - Telehealth Services
Telehealth appointments are available to eligible patients who have had a face-to-face consultation at the practice in the past 12 months.
You must be in Australia at the time of your appointment to claim Medicare benefits. - Communication Policy
We may contact you via phone, SMS, or email for appointment reminders, recalls, or health promotions.
Non-urgent clinical queries are not handled via email.
Please do not use social media to communicate with your GP or the practice. - Feedback & Complaints
We welcome your feedback to help us improve.
Complaints can be submitted via our feedback form or in person at reception.
You can also contact the NSW Health Care Complaints Commission if you feel your concern has not been addressed:
Phone: 1800 043 159
Website: www.hccc.nsw.gov.au - Emergencies
We are not an emergency service. In a medical emergency, call 000 or attend your nearest emergency department. - Changes to Terms