Patient Information
Understanding Our Practice Policies
APPOINTMENT
At ZH DOCTORS Carseldine, we offer standard appointments for most consultations. If you have multiple concerns or feel your issue may require more time, please let our reception team know at the time of booking so we can schedule a longer consultation.
This helps us ensure you receive the time and attention you need, and allows our doctors to provide thorough, uninterrupted care.
WALK IN APPOINTMENT
Walk ins are always welcomed and will be allocated the first available consultation. Walk in patients will usually be required to wait as patients who have booked appointments are given first priority unless your presentation is an emergency.
MISSED APPOINTMENTS
We requests patients to cancel or rebook their appointments if they are unable to attend for any reason with no less than a 2-hour notice. Cancelled appointments with less than 4 hours’ notice may attract an $40 fee.
If you fail to cancel or attend your appointment you will be charged with a $40 non-attendance fee.
TELEPHONE APPOINTMENTS
Our practice is currently offering telephone consultations where appropriate for patients who have had a face-to-face consultation in our practice within the last twelve months. Please discuss this option with our receptionists who will advise if a telephone consultation is appropriate to your medical needs or if an in surgery appointment is required.
Telephone consultations may be billed at our usual surgery rates for a standard consultation. See our Fee Sheet.
This option is not available to new patients
RESULTS
ZH Doctors Carseldine highly motivates patients to follow up for their results, It is the policy of our clinic to have all patients return for a consultation for their results, as we believe this enables the disclosure of essential information and enables the doctor to provide an explanation and discuss any further treatment plan. ZH Doctors Carseldine doesn’t allow admin or nursing staff to give results to be given over the phone.
BULK BILLING
At ZH Doctors Carseldine, we’re happy to offer bulk billing services for all our little patients aged 15 years and under! If you hold a concession card, healthcare card, or are a DVA cardholder, we’ll make sure your consultations with our doctors are also bulk billed. Just a friendly reminder that some procedures might not be bulk billed and could come with a fee. If you have any questions, feel free to reach out to our helpful staff for more details!
Frequently Asked Questions
We're here to help you understand our services and clinic policies.
ZH Doctors Carseldine Welcomes and accepts all new patients throughout the week. Please call us on 07 2142 4222 or book an appointment online via Hotdoc.
Calls from patients are not transferred to the Doctors at ZH Doctors Carseldine due to privacy. Staff will take your details and pass a message to your Doctor; the staff will only interrupt a consultation if the matter is urgent.
Doctor’s will return phone calls at their discretion or may request an appointment to be made.
Electronic requests are handled by the Practice Manager for follow up with the GPs. Electronic requests can be sent via the form – patients are advised that this facility is for incoming enquiries only as their confidentiality may be compromised. This also applies to information by fax unless we are assured that the information will be sent directly to a secure fax.
Patients are able to obtain advice or information related to their care by electronic means where the GP determines that a face-to-face consultation is unnecessary.
Our practice offers interpreter services
TIS – Translating Interpreter Service – if prior notification is given at least 24 hours in advance of the appointment.
NABS – This is a free service for the deaf and blind and is for sign language users and health care providers.
NRS – This is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make, receive phone calls, NRS chat or sms relay.
The National Home Doctor Service provides our after hours care. See our Home Page for information
All the Doctors and staff at ZH Doctors Carseldine are committed to providing you with a high standard of patient care. However, we acknowledge that our patients have certain rights and we aim to support these rights as much as we can. If you feel we have not met your expectations, please contact our Practice Manager by phone on 07 2142 4222, alternatively, you can fill out a feedback form available on the Reception desk.
If you feel your matter has not been resolved, you can contact the Health Ombudsman on 133 646.
We are committed to protecting your personal information and maintaining strict confidentiality at all times.
Our practice adheres to the Privacy Act 1988, including the Amendments under the Private Sector Act, and complies fully with the Australian Privacy Principles (APPs). We have strict protocols in place to ensure that your personal health information is securely stored and accessed only by authorised staff members involved in your care.
To learn more about your rights and how your information is handled, please refer to the Australian Privacy Principles Guidelines provided by the Office of the Australian Information Commissioner (OAIC):
🔗 www.oaic.gov.au/privacy/australian-privacy-principles/australian-privacy-principles-guidelines
If you would like further information about this practices’ information handling procedures, please talk to your doctor or receptionist.