1. General

Apart from Medicare and your private health insurance (if any) information, please bring the following along (if available)
  • Any pension or concession cards
  • Original signed referral from your General Practitioner or family doctor
  • All pertinent x-ray reports and test results from your primary care or referring physician
  • A list of all medications that you are currently taking
  • A list of any known drug allergies and the symptoms you may have from taking these medicines
  • If you have had surgery elsewhere, please bring a copy of your operation report, if it is available to you.
  • Your medical file is handled with the utmost respect for your privacy. Our privacy policy is available if you wish to see it. Please ask any of our staff for a copy. Our staff is bound by strict confidentiality requirements as a condition of employment regarding your medical records.
  • We will not release the contents of your medical file without your consent except in specific situations (please refer to our privacy policy for details).
  • During your initial visit, your doctor will discuss your medical history and other relevant details, perform relevant examination as required, review previous results and provide you with a management plan. This may include further investigations or specific procedures. You will also be informed about pertinent issues with your management plan, treatment options (as well as any other options other than the main recommended choice), pros and cons including risks associated with these options or procedures.
  • The information is provided to aid you to make an informed decision about your health and acceptable management. Once (and when) you have made the decision, relevant paperwork will be completed and presented to you for approval.
  • Our practice hours are from 8:30am to 4:30pm, Monday through Thursday & 8:30am to 1:00 pm on Friday. Appointments can be made by telephoning our practice at (08) 8523 2500
  • You can schedule an appointment by calling us directly during our working hours. If we have your permission, we do send reminders for the appointment via SMS. We request you to notify us at the earliest if you wish to cancel or reschedule your appointment.
  • Appointments are given on “first come first serve” basis. We do aim to schedule all appointments within a reasonable time frame and preferably as soon as possible. However, there can be a delay between the time you contact us for an appointment to the actual appointment time. At times, we do have to triage our referrals based on their symptoms, so that those requiring more acute care are seen earlier. Due to this reason, your turn may not be strictly in order of receipt of your referral.
  • We do have a provision for urgent appointments. These are based strictly on medical grounds and, due to clinical nature of the condition, they will always be given priority.
  • If your health concerns are urgent, speak to your referring physician (in most cases your GP) so that they can advise us of the medical reasons for your priority. We will try our best to take this into account.
  • As a general guide, new appointments are made for 30 minutes. Review appointments are scheduled to last for 20 minutes while follow up appointments after a procedure are scheduled for 10 minutes. If you feel you need a longer appointment, or have several issues to discuss, please let staff know when making your appointment, and we can allow appropriate time.
  • Despite our best intentions, we sometimes run late!
  • This may be due to, among other reasons, if a patient has needed urgent attention unexpectedly or some un-anticipated complexity was encountered. Please be assured that when it's your turn, we will not rush to catch up & will give your consult the time it deserves.
  • If the doctor is behind schedule, the receptionist will inform you upon arrival to the clinic or if the doctor is running significantly late the receptionist will attempt to contact you prior to your scheduled appointment time to advise you of the delay.
  • Please feel free to call prior to your appointment to see if your doctor is on time. This helps prevent long waiting times.
  • If you are unable to attend your appointment on time or if you are running late, we appreciate if you can let us know. You can contact us on the phone to inform us of the delay. We’ll try to, if time permits, accommodate you when you are able to reach us. In certain situations, either due to appointments further down the queue or other commitment of your doctor, we may have to reschedule your appointment. We will try to accommodate your preferred time to our best ability.
  • We understand that sometimes you may encounter a situation where you may not be able to keep your appointment. If you face such a situation, please call us and we can reschedule your appointment as best as we can.
  • If you are not able to keep your appointment, we really appreciate a call to let us know as much in advance as possible. This will help us optimize our time utilization or, even better, we may be able to give your appointment to someone else in the queue.
  • We reserve the right to apply a fee for non-attendance without notice. This fee is not rebatable & cannot be claimed from Medicare. Therefore, if applied, settling this account will be your responsibility.
  • You do not need a referral letter to make an appointment. However, as per Medicare rules, we do need a written referral from your GP for our services addressed to the specific doctor you will be consulting before or at the time of consultation itself. The letter must be dated for the day of consultation or prior. This is a legal requirement as Medicare will pay rebates for specialist services only if you have been referred appropriately.
  • Also, the specialist you are seeing needs information on your general health and relevant past medication history to plan a treatment that is appropriate for you and your condition.
  • Before seeing any medical specialist, it is always preferable to talk to your own family doctor, who can discuss your condition with you and advise on whether any specialist care is appropriate. If it is, he or she can help you to choose the specialist best suited to your needs. Your family doctor can help the specialist to care for you better by providing relevant information about your health.
  • We communicate regularly with your family doctor regarding your treatment plan to keep them updated on your progress.
  • We do NOT have any after hours service provisions. Our working hours are from Monday to Thursday 8:30 am to 4:30pm & Friday 8:30am to 1:00 pm
  • We are strictly a consulting room service only. There is no provision on site to handle acute medical care requirements, emergencies or after hour services.
  • If your situation is life threatening or requires urgent attention, please call 000. You may wish to attend the emergency department of the hospital closest to you.

2. Medicare & Fees

  • A standard fee is charged for every consultation which vary with the nature of consult (e.g. initial consult vs. review). This account is payable in full at the time of consultation. We do not issue accounts.
  • Medicare will reimburse a part of this consultation fee but in most cases, there will be an out of pocket expense to you. We can organize an immediate refund from Medicare for you. To be able to claim the Medicare rebate on the spot, you will either need to have a debit or savings card for the refund or have your bank details registered with Medicare.
  • This means that in most instances there will be a part of your consultation fee which will not be covered by Medicare (Health funds do not reimburse any part of the outpatient consultation fees).
  • Concessional rates are applicable if you have a valid concession card in your own name, for pensioners, etc. Whether these will apply is at the absolute discretion of the treating physician (we do not accept Senior’s Health Care Cards as valid cards for concessional rates).
  • It is important that you ask about this gap before the consultation, preferably at the time of making your appointment. Our staff is fully informed with charges and rebates and will be able to help you navigate your way through this.
  • Cash, debit cards or credit cards (MasterCard, VISA) are acceptable means of payment. We do not accept American Express cards, PayPal, Gift Cards or personal cheques. 
  • You do not need private health insurance for a consultation. If your doctor recommends a surgery or procedure for you, having a private health insurance (with hospital cover) will allow you more choice and better control in terms of facility and timing of your treatment.
  • Private Health insurance allows you and your family to access the health services at a time of your choice (rather than having to wait for your turn in a public hospital waiting list). With the security and protection of private health insurance, you have access to an extensive range of private hospitals and can rest assured that your health is in good hands.
  • It is a Medicare requirement that we receive a valid signed and dated referral prior to your appointment.
  • We can offer you an appointment without a referral (it may not be always feasible to have it sent over before scheduling an appointment). However, we do require you to source a referral from your doctor prior to this appointment.
  • If you want Medicare to help to pay for specialist medical services at the referred rate, it is essential to discuss your condition and possible referral with your family doctor before you see the specialist. Please note that the backdating of referrals is illegal and can result in heavy fines and prison sentences. If you have any questions about seeing medical specialists or about the Medicare benefits system, please ask your family doctor or contact Medicare on 13 2011.
  • DVA Gold card holders & Workcover claim patients do not have any out of pocket expenses. However, you need to present your valid DVA Gold card or approved Workcover claim number prior to the appointment for this.
  • We do not issue accounts. All outstanding accounts will be referred to debt recovery agency and any charges incurred in doing so will be passed on to the client in addition to a 10% surcharge on total amount due as account processing fees.

3. Conditions & Procedures

  • If you are offered a procedure or treatment, please note that this will be performed at a hospital. Procedures are offered at public hospitals (Gawler Health Service & Modbury Public Hospital) or private hospitals (Calvary Central Districts Hospital, North Eastern Community Hospital or Western Hospital). Please be aware that all these options may not be available in all situations and depend on your particular condition, general health issues, theater times available to surgeons whom you are consulting, the nature of procedure required, insurance cover, acuity of the medical condition, etc.
  • At these hospitals, we can provide a wide range of treatment options. The list below is only intended as a guide and may not include a lot of conditions.
    • Elective General Surgery (Lap Cholecystectomy, Lap hernia repair, Carpal Tunnel Release, Skin lesions, breast & other lump & bumps)
    • Diagnostic Scopes (Colonoscopy & Upper GI endoscopy)
    • Colorectal (Lap and open; benign & malignant; diverticular disease; polyps)
    • General Abdominal (Lap & open; inguinal hernia, Complex incisional hernia and component separation surgeries)
    • Miscellaneous (Procedures to treat abscesses, hernia, appendix, node/muscle/artery biopsies, pilonidal sinus, vascular access like infusaports, biopsies of lymph nodes or temporal artery, etc.)
    • Pelvic floor (Fecal Incontinence, rectal prolapse, haemorrhoids, fissures and fistula, sacral nerve modulation)
    • Endocrine Surgery (Thyroidectomy, Parathyroidectomy & Adrenalectomy)
    • Breast Surgery (Cancer surgery using latest Oncoplastic techniques, Benign breast conditions
  • If you have any questions, please speak to your doctor who will be the best person to advise you. If we cannot offer treatment for your specific condition, we are happy to organize a referral for you to an appropriate specialist. Alternatively, you may wish to speak to your GP to seek a referral.
  • It should not ! During a procedure, anaesthesia ensures that you’re comfortable and feel no pain. If general anaesthesia is used, you’ll even sleep through the entire operation. After surgery, any pain of discomfort you may experience can usually be controlled through medication and will usually subside in a matter of days.
  • This differs widely on the procedure that has been performed, your general health and a lot of other factors. Your doctor will advise you on how soon you can return to work.
  • As a rule of thumb, you are advised to listen to what your body tries to tell you and only do things that you can comfortably do for at least the first 2 weeks, sometimes even longer. Please ask your doctor for more specific information regarding your circumstances.
  • If you receive anaesthesia (either general anaesthesia or sedation) you are not legally allowed to drive for 24-48 hours afterwards.
  • Each procedure is different and there is no blanket rule regarding driving. Please ask your doctor regarding more specific advice regarding this.
  • ALWAYS remember to check with your motor vehicle insurance provider regarding their rules for insurance cover while driving after a procedure. Insurance providers differ in their exclusion periods after a surgery and/or anaesthesia.
  • Remember, every person is unique and therefore recovery times may vary widely as your body responds differently to the procedure compared to someone else.
  • Each patient will tolerate pain post-operatively in a different way. While some patients may describe the pain as an ache, others experience greater discomfort. Appropriate pain medications are prescribed for the post-operative patients and to help minimize discomfort.
  • The discomfort or pain after surgery should decrease considerably over a period of days following the procedure and your requirement for pain relief medications should proportionately decrease. If, however, you continue to experience disproportionate pain or discomfort more than one or two weeks after surgery or you continue to require high doses of pain relief medications to keep you comfortable beyond 2 weeks after surgery, we recommend that you make an urgent appointment to see us in the clinic. This can be easily done by contacting us on the phone and advising us of the situation. We will endeavor to see you at the earliest possible.
  • The time when a patient can resume regular exercises varies based on the operation performed. All patients are encouraged to start a slow walking routine on the second postoperative day. Regular aerobic and more vigorous activities are not allowed during the first 2 weeks to allow the body to recover and to reduce the risks of bleeding, swelling, and bruising. Weight lifting and contact sports are usually not allowed for at least 1 month in most cases (in some cases up to 2 months or more).
  • Please speak to the doctor prior to procedure or as soon as possible after it to discuss your case and recommendations suitable to you.
  • Each medication is different. Please check with your doctor at the time of consultation regarding your diabetic medications.
  • As a general guide, all oral medications for diabetes need to be stopped on the day of surgery (this is just a general principle, so please follow the instructions of medical professionals on this).
  • Reasons for using blood thinners and the action of blood thinners vary widely depending on the medication used.
  • There is no general guide on continuing or stopping blood thinning medications. Various factors like reasons for prescribing these medications, exact type of medication, risks of stopping the medications, other medical conditions like kidney or liver problems, type of procedure or surgery, etc. need to be considered before a recommendation can be made.
  • Please contact your surgeon who will be able to consider all these and advise appropriately.

4. Miscellaneous

  • On road parking is available on Adelaide Road (both sides). Please note that there may be time restrictions to this parking.
  • Off-road parking is available at that rear of the building. It can be accessed via:
    • a) Water Lane (this is a one-way road) and access is through Seventh Street (opposite Hyde & Partners Medical Centre)
    • b) Side entrance to the premises (off Adelaide Road)
  • Yes we can!
  • If we have your permission to do so, we send you an SMS reminder to your mobile number regarding your upcoming appointment with the doctor.
  • Surveillance saves lives !
  • We are committed to best possible standard of care and surveillance in accordance with guidelines by national and international bodies. At times we may issue you with a reminder letter offering you preventative or surveillance health services appropriate to your needs. (e.g. repeat scopes, CT or ultrasound scans, blood or stool tests or plain simple consultations).
  • We strongly recommend you adhere, as closely as feasible, to such recommendations. Please feel free to contact us if you are experiencing any inconvenience in keeping these schedules.
  • If you would prefer not to be part of our system, please inform your doctor or reception staff.
  • At all times, we endeavor to respect your right and needs.
  • You have the right to:
    • be treated with respect, dignity and with consideration for privacy and special needs
    • be accompanied by a family member, friend, carer or person of your choice where appropriate
    • receive safe and quality health care provided with professional care, skill and competence
    • receive a clear explanation of any proposed treatment, including possible risks and alternatives, before agreeing or refusing to have the treatment
    • receive a clear written information if there is any out of pocket expenses to be incurred for any procedure to be undertaken in hospitals (this does not apply to consultation sessions as relevant information is provided to you verbally at the time you make your appointment, either in person or over the phone)
    • seek a second opinion
    • apply for access to your medical records under the Freedom of Information (FoI) Act 1992 and to have personal information kept confidential
    • compliment, comment or complain about the health care they receive, and to be given information about how to lodge a complaint, without compromising your health care.
  • You have a responsibility to:
    • provide a full health history (patient and relevant family details)
    • provide information about all the treatment/s or medication being received
    • detail any changes in health condition experienced as soon as practically possible
    • explain any special needs you may have, such as particularly any cultural, religious or access needs.
    • be courteous and respect the role of health service staff
    • follow treatment instructions and advise or let health service staff know if you cannot or do not wish to do so
    • keep appointments or let health service staff know as soon as possible if you are unable to attend
  • Your feedback is important. If you have any concerns or suggestions, we would like to hear about them.
  • We encourage you to provide feedback (anonymous if preferred) to help us improve our services & facilities. There is a suggestion box at the front desk to leave your feedback in or you may prefer to post it in to us.
  • If you wish, you may prefer to talk to your doctor or reception staff. We prefer written feedback as it helps us keep track of the issue and follow it up if there is a need for improvement.
  • Our Privacy Policy is available to download from the “Useful Links” section. Alternatively, you can request a hard copy from us by talking to the reception staff.
  • We are sorry that you felt the need to access this section despite our best intentions and efforts.
  • Please notify us of your grievance in writing. ALL COMPLAINTS WILL BE DEALT WITH STRICT PRIVACY. We request you to provide us with as much detail as possible along with your preferred contact details. Our practice has a complaints policy to handle all complaints. If you wish, please ask the staff for a copy.
  • We will evaluate the circumstances of the concerns raised as promptly as we can and get in touch with you. Our Complaints Resolution Policy is available to download from “Useful Links” section. Alternatively, you can request a hard copy from us by talking to the reception staff.
  • Not all of us communicate in the same language.
  • Please let us know when booking your appointment if you require a translator or are hearing impaired and staff can make the appropriate arrangements for a translator.
  • Although translating and interpreting services are provided through the Australian Government, we may have to incur a cost to arrange for the translation service. If we do incur a cost, this will be passed onto you.
  • Waiting areas:
    • We aim to provide you with reasonable waiting area while you wait for your turn. There are limited options of reading materials for your benefit.
    • Please notify staff immediately if you notice any safety hazard or if something concerns you.
  • Toilets:
    • There are toilets available on site, strictly for use of patrons. Please contact reception for guidance.
    • Please notify staff immediately if you notice any safety hazards, if the toilets require restock of supplies or if something concerns you. As a courtesy to people who may use the toilet after you, please leave it as clean as you found it.
  • Child minding:
    • Children are a source of joy and full of curiosity! Consequently, they do require undivided attention.
    • We understand, that at times, you child(ren) may need to accompany you to the clinic for your appointment. There are limited options to entertain a child in the waiting areas. We request you to please supervise your child at all times, while using these.
    • We do NOT accept any responsibility of any consequences of you or your child using these toys or facilities. As a courtesy to our patrons and others using the area, may we request you to please replace them in their storage once you are done using them.
    • We do not have any provision for child minding services available on site. It may not be appropriate for children to accompany you into consulting rooms as they may be either a distraction, may hurt themselves inadvertently from equipment in the rooms or due to privacy concerns during periods of discussion or examination.
    • We DO NOT ALLOW leaving your child of ANY AGE unsupervised in the waiting rooms. Please be mindful of these when planning your visit.