How the practice works.

Your rights and responsibilities

You have the right to be treated with respect, dignity and consideration regardless of age, gender, culture, religion, sexuality or disability; to receive clear information about your condition, the options available and their likely costs; to be involved in decisions about your care and to seek a second opinion; to privacy and confidentiality; to access your health record; and to give feedback or make a complaint without it affecting your care.

In return we ask that you provide accurate information about your health, medicines and contact details; keep appointments or let us know if you cannot; follow the treatment plan you have agreed with your doctor or tell us if you are having difficulty; treat our staff and other patients with courtesy; and pay any fees that apply on the day.

Appointments and waiting times

Appointments can be booked online through HotDoc, by phone on (02) 7813 6000, or at reception. Standard appointments are 15 minutes. If you have several concerns, need a care plan, a health assessment, a procedure or a mental health appointment, please ask for a long appointment so your doctor has enough time.

We hold appointments each day for patients who need to be seen that day. Please call from 8am. Walk-in patients are seen where capacity allows, with booked patients and urgent cases given priority.

Our doctors do their best to run on time, but emergencies and complex consultations sometimes cause delays. Reception will tell you if your doctor is running late and, where possible, offer another time. If you have been waiting more than 30 minutes, please let reception know.

Cancellations and non-attendance

If you cannot keep an appointment, please cancel or reschedule as early as possible, and at least two hours beforehand, by phone or through HotDoc. This frees the time for another patient. Patients who repeatedly fail to attend without notice may be asked to pay a non-attendance fee before further bookings are accepted, or may be limited to same-day bookings. Reception will explain the current fee if this applies to you.

Fees and bulk billing

Toongabbie Doctors is a bulk billing practice. Standard and long GP consultations, care plans, health assessments and most Medicare-listed procedures are bulk billed for patients with a valid Medicare card, which means Medicare pays the doctor directly and there is no out-of-pocket cost to you.

Some services are not covered by Medicare and attract a fee, including travel vaccines and other privately purchased vaccines, pre-employment, driver and insurance medicals, cosmetic consultations and treatments, some consumables used in procedures, and consultations for patients without a valid Medicare card. Reception will always tell you about any fee before your appointment, and fees are payable on the day by card. Toongabbie Dental Care and our allied health practitioners set their own fees; Medicare rebates and the Child Dental Benefits Schedule apply for eligible patients.

View the full fee guide →

Test results and recalls

Your doctor reviews every result that comes back. Results are not given over the phone by reception. If your doctor needs to see you about a result, reception will contact you by SMS or phone to make an appointment; you can also book a follow-up or telehealth appointment to discuss any result. If you have not heard from us within two weeks of a test and are concerned, please call.

We run a recall and reminder system for preventive health, screening, immunisations and care plan reviews. You can opt out by telling reception, but we may still contact you about matters that are clinically important.

Prescriptions, referrals and certificates

Prescriptions, referrals and medical certificates are provided during a consultation, so your doctor can check they are appropriate. They are not issued at reception without an appointment. Telehealth appointments are available for straightforward repeat prescriptions and referrals for eligible patients. Medical certificates cannot be backdated. Electronic prescriptions are sent to your phone by SMS or email.

Referrals to specialists are valid for twelve months from the first specialist visit unless written for longer. Please allow time for referral letters that require preparation between appointments.

Telehealth

Phone and video consultations are available for eligible patients who have attended the practice in person within the last twelve months. They are suited to results, repeat prescriptions, certificates and follow-up, and are bulk billed for Medicare card holders. Your doctor may ask you to attend in person if an examination is needed. Telehealth consultations are not recorded.

After-hours and emergency care

In an emergency, call 000. Outside our opening hours, call Healthdirect on 1800 022 222 for nurse advice, 13SICK National Home Doctor on 13 74 25 for an after-hours home visit, or go to the emergency department at Westmead Hospital, corner Hawkesbury and Darcy Roads, Westmead, (02) 8890 5555. Our doctors receive a report of any after-hours care so your record stays complete.

Privacy and confidentiality

Your health information is confidential and protected under the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW). Only staff involved in your care have access to your record, and we share information with other providers only as needed for your care, with your consent, or where the law requires. Our full Privacy Policy explains how we collect, store and share information and how to access your record.

Phone, email and social media

Reception can take messages for your doctor, who will return your call when able, usually within one to two business days. For anything urgent, tell reception when you call. We do not accept clinical requests, results enquiries or prescription requests by email, as email is not secure; please book an appointment or call.

Our Facebook page shares practice news and general health information. We do not discuss individual patients or answer clinical questions on social media, and we ask that you do not post health information there. Our staff are bound by a social media policy that prohibits sharing any patient information online.

Non-English speaking patients

If English is not your first language, we can arrange a free interpreter through the Translating and Interpreting Service (TIS National) on 131 450 or the Doctors Priority Line. Please tell reception when you book so an interpreter can be arranged for your appointment. Patients who are deaf or hard of hearing can access the National Auslan Interpreter Booking and Payment Service (NABS) on 1800 246 945. Family members are welcome to support you, but we recommend a professional interpreter for clinical discussions.

Children, young people and consent

Children under 16 should be accompanied by a parent or guardian unless other arrangements have been agreed with the practice. Young people aged 14 and over can usually consent to their own care and are entitled to confidentiality unless there is a serious safety concern. Where parents are separated, either parent with parental responsibility may consent to routine care; please let us know about any court orders that affect this.

Chaperones and intimate examinations

You may ask for a chaperone, such as a practice nurse, to be present for any examination, and your doctor may also request one. You can ask to see a doctor of a particular gender when booking. Your doctor will explain any examination before it begins, and you may stop at any time.

Zero tolerance of aggression

Our staff work hard to look after everyone who comes through our doors. Verbal abuse, threats, aggression, discrimination or violence toward staff, doctors or other patients will not be tolerated. Patients who behave in this way may be asked to leave and may be discontinued as patients of the practice. CCTV operates in public areas of the clinic for the safety of patients and staff.

Feedback and complaints

We welcome feedback about your experience. You can speak with reception or the Practice Manager, write to us at Tenancy A (Shop 1), 56–60 Aurelia Street, Toongabbie NSW 2146, or email info@toongabbiedoctors.com.au. Complaints are acknowledged, investigated and responded to within 45 days, and will not affect the care you receive. If you would prefer to speak to someone outside the practice, the Health Care Complaints Commission can be contacted on 1800 043 159 or at hccc.nsw.gov.au. We do not publish patient testimonials, in line with the Health Practitioner Regulation National Law.

Policy documents

Download the practice's written policies below. Printed copies are available at reception.

Contact the practice

Reception and the Practice Manager are happy to explain any of these policies.