Frequently Asked Questions
Billing Policy
Being a small family owned general practice, we have limited ability to offer bulk-billing. By being a patient of our practice, we appreciate you accepting our approach to billing as outlined in our schedule of fees. We offer bulk billing to children aged 10 years and under and DVA card holders for eligible conditions. We offer a reduced fee for Pensioners and Health Care Card holders. For all other patients our standard fee applies. Payment is required on the day of the consultation. Click here to read our billing policy in full.
Non-attendance, late cancellation & late arrivals
Non-attendance or cancellation less than 2 hours prior to your appointment will result in a non-attendance fee of $50 being charged which must be paid before being able to book or attend any further appointments. We appreciate you calling us if you are running late to advise of your estimated time of arrival and the reason for your late arrival. If you are late to your appointment you may be required to reschedule your appointment and pay the non-attendance fee.
Telehealth Appointments
Our practice offers Telehealth appointments for current patients. Patients must have had an in person appointment at the clinic in the previous 12 months and must be in Australia to be eligible for a Medicare rebate. Please note that telehealth appointments are billed in accordance with our Schedule of Fees.
Privacy Policy
At Your Health General Practice, we take your privacy seriously. All staff adhere to national guidelines regarding your personal information, and have signed a confidentiality agreement. To access our full privacy policy please click here, or alternatively ask for a copy of our privacy policy at reception.
Feedback & Complaints
We value your feedback. If you would like to provide feedback or make a complaint please contact us via email at hello@yourhealthgp.com.au Alternatively, you may submit your feedback using our Patient Feedback and Complaints form available from Reception. We will aim to respond to your complaint within 10 business days. If you are not happy with the service you receive at our clinic we encourage you to speak with our practice staff. If you are not satisfied with our response, you can also speak to the ACT Human Rights Commission at Health Service - HRC or Australian Health Practitioner Regulation Agency - Home. The ACT Human Rights Commission provides a free, independent, fair and impartial process for resolving complaints. Phone: 02 6205 2222 Email: human.rights@act.gov.au Website: hrc.act.gov.au
Communication Policy
Our practice values clear and timely communication with patients and health professionals. Our email inbox is monitored daily on business days. We aim to respond to emails within 3 business days of receipt. Electronic communication carries some privacy and confidentiality risks and as such we do not encourage communicating personal or medical information via email. If you choose to send us potentially sensitive information via email, or ask us to communicate with you via email, you do so at your own risk.
Our practice phone lines are closed for 1 hour over lunch from 12.30 to 1.30 pm. We do not have a voicemail and if you call outside of usual business hours you will not be able to leave a voicemail message. To read our full communication policy click here.
Interpreters
If you need a language interpreter, the Translation and Interpreter Service (TIS) is a free national interpreting service. If you will need an interpreter please advise our reception team at the time of booking and they will help book a phone interpreter for your appointment at no cost to you.
Hearing Impaired
If you are hearing impaired there are services to help with your communication needs: National Relay Service (NRS) provide video relay services for free Auslan services provide interpreters at a fee: 1300 AUSLAN