Frequently Asked Question (FAQ)
Appointments
To see your doctor of choice you may book ahead, but for urgent appointments you may need to see another doctor. We run an appointment system, but keep a few slots open for patients with urgent problems. Emergency cases will have first priority.
You can make an appointment with the doctor by phoning the surgery after 8:30am Monday-Saturday or by an online booking at www.roystonclinic.com.au. It is advisable to allow a few days notice for non urgent and routine appointments. Urgent bookings are generally accommodated.
Services Available
General practice consultation, routine check ups, workers compensation, minor surgery, antenatal share care, pap smears (when available), pregnancy tests, counselling, childhood and general vaccinations, skin checks, baby clinic, child health, diabetes testing, pathology collection, women’s and men’s health, chronic disease management plans, health assessments, medical examinations for pre employment and drivers licenses.
Specialist services: Pathology, Dietician, Skin Check are available by appointment.
Fees and billing arrangements
Most of our services are bulk billed under Medicare. However, there are some serviced which are not covered by Medicare which will attract a fee.
A standard consultation is $70 (normal weekday hours) or $70 (weekends and public holidays) for patients without a valid Medicare card. The fees for medical examination and pre employments vary. The receptionist will advise you of the fees beforehand. Payment is required before the consultation.
Patients experiencing genuine financial difficulties, either temporary or permanent, are invited to discuss their situation with the doctor.
The receptionist will advise you of the fees beforehand. Payment is required before the consultation.
Recall & Reminder system
Patients are encouraged to return to the surgery to discuss their results (pathology, radiology etc) particularly if the treating doctor has requested them to do so. Even if initial tests are normal further testing or treatment may still be required. However, should there be any abnormality with the results; the receptionists will contact the patient via telephone or registered mail depending on the urgency. Please promptly inform the reception staffs if you change your phone number or address to facilitate a more efficient recall system. All patients of the practice will automatically be on our national/state/local/recall system for pathology results and health promotion, if you do not want to be on any of these reminder systems please let your doctor know so that we can remove you from the specified system
Scripts and Referrals
It is important that you see your regular doctor for your scripts and referrals. However, subject to certain terms and conditions, you may be able to organise your scripts or referral over the phone. If your doctor does write a script or referral for you without a consultation, then there may be a charge of $20.00 for this services and a delay of 48 hours.
Test Result
In most cases, it is preferred that patients return to discuss test results with the doctor face to face to protect patient confidentiality and to ensure that the results are explained properly. Please call the surgery after three days to see if your results are back and to make an appointment. Please note some results will be given over the phone but only by pre-arrangement with your usual doctor.
After-hour arrangements
For urgent after hours medical attention when the surgery is closed, please attend central Sydney GP after hours services located adjacent to the emergency department at Hornsby Hospital located at Palmerston Rd Hornsby NSW 2077. Otherwise contact the surgery on 9708 3611 for instructions on how to access the practice deputizing after hours service. If it is an emergency please call 000.
Interpreter Services
If you or your family require an interpreter, we can organise this for you. Please let us know prior to your appointment booking. Alternative, you can contact the translating and Interpreting Services on 131 450 directly. If you are hearing impaired and require an AUSLAN interpreter, we can also organise for you.
Pathology
Blood collection services are available between 9am – 1pm Monday to Friday. Patients do not need to make appointment for this service as long as you have a valid pathology form with you on arrival. Please keep in mind the greatest demand for pathology services is during the first two hours of each day and there may be a waiting time during this period.
This is for general enquiries only, Practice does not communicate with patient via email regards to their health or their family member’s health matter. PLEASE DO NOT EMAIL THESE DETAILS TO THE PRACTICE.
Home visits
Home visits are only available for regular patients within a 2km distance of the practice in exceptional cases only and are subject to the doctor’s availability. Please call early in the day so a visit can be organised. A $200 fee applies. Home visit times are normally between 12pm-2pm
Telephone access
Doctors on the practice may be contacted during normal surgery hours. If the doctor is within a patient a message will be taken and you will be advised by the receptionist when it is likely that a doctor will return your call. Your call will be put through to the doctor in the event of an emergency.
Parking
Parking and disable parking are available in front the practice. There are parking available behind St John Church at 6 Royston Asquith and street parking
Your privacy
All medical records are confidential and are securely stored in a lockable cabinet out of public reach and by passwords on our computer system. Your personal information may be disclosed to other health professionals such as specialists for your continued quality of care. You may access your medical records with your doctor as a consultation or you may request a copy where an administration fee of $36 will apply.
Your rights
We are constantly striving to provide our patients with the best possible care and attention. If you have any problems, suggestions or complaints, we like to hear them. Please feel free to talk to the doctors or practice manager. There is a suggestion box for your feedback if you prefer to write to us. All concerns, suggestions and complaints are taken seriously. If you feel that you need to take the matter further and wish to discuss it outside the surgery there are several options available eg. Health Care Complaint Commission website: http://www.hccc.nsw.gov.au ,or by mail: Locked bag 18 Strawberry Hills, 2012