Patient Information
Information At Your Fingertips
If you are a new patient to our clinic, please arrive at least 10 minutes before your consultation or fill out a new patient form here and bring the following to your consultation:
- Photo ID
- A valid Medicare card
- Valid OSHC/OVC membership detail
- Workcover patients will need to inform their employer and bring their employer’s contact details for verification to arrange payment.
Fees
Aberdeen Surgery is a bulk billing practice.
Most consultations are time-based and may incur private fees for patients who are not eligible for bulk billing. Fees are payable at the time of consultation by cash, credit card, or EFTPOS.
Bulk billing is available to eligible patients for most consultation types, including:
- GP Consultations (Brief to extended)
- Health Assessments
- Antenatal Services
- Mental Health Treatment Plans, Reviews, and Consultations
- Chronic Disease & Complex Care Management
Appointments
Help us reduce waiting times by arriving at least ten (10) minutes before your appointment. You can also save time by completing our online patient registration form before your visit.
Please bring the following to your first appointment:
- A current, valid Medicare card (if you have one)
WorkCover patients:
- Advise your employer of the appointment and bring your employer’s contact details for payment arrangements; or
- If you already have your Claim number and Insurance contact details, please provide them to reception.
Interpreter services:
- If you require a translator or other assistance with communication, please notify reception when booking your appointment. A phone interpreter may be available but must be arranged in advance.
- If you require an Auslan sign language interpreter, please book online at NABS or by phone on 1800 246 945.
Receiving Your Results
To ensure your privacy and allow our doctors to explain your results properly, we require patients to attend a follow-up appointment to receive their results.
Results are not provided over the phone.
If any urgent results are received, Aberdeen Surgery will contact you as soon as possible.
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.
Confidentiality
All members of Aberdeen Surgery understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.
Facsimile
Facsimiles, printers, and other electronic communication devices are only accessible to doctors and authorised staff. All faxes containing confidential information are sent only after confirming that the recipient’s details are correct.
Afterhours Consultations
If you need medical care afterhours please call Health Direct on 1800 022 222. If your situation is an emergency, please call the Ambulance on 000 or visit the emergency department at your local hospital.
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: https://deafconnect.org.au/or by phoning 1300 773 803.
Smoking Policy
This practice has a strict no smoking policy.
Accessibility
If you require a translator or other assistance with communication, please notify reception when you make an appointment. A phone interpreter may be available but will need to be arranged prior to your appointment. If you require an Auslan sign language interpreter during your appointment, a booking can be made online at http://www.nabs.org.au/ or by phone 1800 246 945.
Compliments and Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.
Practice Policies
Telephone Consultation
Aberdeen Surgery offers telephone (telehealth) consultations to provide timely care.
Booking & Payment
- All telephone consultations are privately billed at $75 and must be paid at the time of booking.
- Appointments will not be confirmed without prepayment.
- Telephone consultations cannot be booked online—please contact reception directly.
Missed Appointments (DNAs)
- A DNA occurs when a patient misses an appointment without notice or cancels with less than 1 hour’s notice.
- After three DNAs within 12 months, a $100 fee applies (not Medicare-rebatable).
- Full payment is required before further appointments can be booked.
- Repeated DNAs may result in restrictions on future bookings.
Call Procedure
- Doctors will attempt to contact patients twice at the scheduled time.
- If the patient does not answer, the consultation is considered missed and must be rebooked.
- No refunds are issued for missed appointments.
Avoiding DNAs
- Cancel appointments at least 1 hour in advance by calling +61 2 6543 8424 or via the HotDoc app.
- Contact the clinic if you have concerns about fees or your appointment history.
Useful Resources
Children’s Health
Contraception / Sexual Health
Immunisation
Men’s Health
Travel
Chronic Disease
Mental Health
Preventative Health & Lifestyle
Women’s Health
MyMedicare
MyMedicare
We invite all existing and new patients who consider us to be your preferred practice, to register for MyMedicare. To complete a registration, scan the QR code or register using the link provided on this page. If you have any questions, please contact our team.
What is MyMedicare?
The Australian Government has introduced a new voluntary patient registration model called MyMedicare to drive improvements in primary health care for all Australians and deliver new funding packages to primary care providers. MyMedicare will strengthen the relationship between patients and their health care teams by allowing patients to register with their regular general practice and select their preferred GP and providers within the practice. This registration aims to strengthen the relationship between you, your GP, and the team at Aberdeen Surgery. For more information, please see the Registering in MyMedicare Factsheet for Patients.
What are the benefits of MyMedicare for our patients?
The key benefits to you include better access, better continuity of care, and better planning. Registration in MyMedicare is not compulsory, however it is recommended to improve continuity of care for patients. You can also change your mind and leave the program at any time. It does not affect your Medicare rights or benefits. Please reach out to our team if you have any questions.
FAQ
Is Aberdeen Surgery a Bulk Billing Practice?
We offer 100% bulk billing for eligible patients for:
- GP consultations (brief to extended)
- Health Assessments
- Antenatal Services
- Mental Health Care
- Chronic Disease and Complex Care Management
What if I don't have a Medicare card?
If you don’t have a Medicare card, a fee applies at the time of your consultation. You may be able to claim this back through your private health insurance.
How do I book an appointment?
Please use the online booking button on this page or call the practice on (02) 6543 8424 to make an appointment.
What should I bring to my appointment?
Please bring:
- Photo ID
- Medicare card
- Any concession cards
Do you offer telehealth consultations?
Yes, Aberdeen Surgery offers telephone (telehealth) consultations. These are privately billed at $75 and must be paid at the time of booking. Appointments cannot be booked online - please contact reception directly.
If a consultation is missed without notice or canceled with less than 1 hour’s notice, it may incur a fee, and you will need to rebook.
