Patient Information

Fees

Burton Street Family Practice is a mixed billing medical practice. Our doctors and allied health professionals are independent practitioners who are free to set their own fees, however, most doctor’s bulk-bill pensioners and health care card holders. Doctors can Bulk Bill others at their discretion.

Our current standard consultation fees are listed below with the Medicare rebate.

 

Consultation                    Fee

Level A - Short               $ 25.00  -  $ 30.00
(up to 5 min)
Medicare rebate                   $ 17.50

Level B - Standard          $ 70.00  -  $ 75.00
(6 - 19 min)
Medicare rebate                   $ 38.20

Level C - Long               $ 85.00  -  $ 115.00
(20 - 39 min)
Medicare rebate                   $  73.95

Level D - Extended        $ 120.00 - $ 150.00
(40+ min)
Medicare rebate                  $ 108.85

 

Payment is required on the day of the consultation, and we accept cash, EFTPOS, VISA and Mastercard. We also provide Medicare online direct claiming which enables your Medicare rebate to be paid immediately into your account at the time of payment for most consultations. You will require a debit card for this service.

Appointments

You can book an appointment online Book Appointment or by phone on (08) 9458 4558. Please DO NOT email us to request an appointment.

Every effort will be made to fit you in with your regular GP. However, if this is not possible, we recommend that you see another GP at our practice to ensure continuity of care. Your medical record is accessible by all of our GP’s who are therefore in a better position to diagnose and treat you without the need for unnecessary tests, and details of your consultation will be available for your usual GP.

A standard appointment is 15 minutes. To assist us to run as close as possible to time, please request an appointment length that matches the complexity of your concerns. If there are too many issues to deal with in the allocated time, we may need to schedule a subsequent appointment.

Cancellation Policy

We understand that unplanned issues can come up and you may need to cancel an appointment. If that occurs, we respectfully ask that you call the practice as soon as possible to cancel your appointment. Our GPs want to be available for your needs and the needs of all our patients. When a patient fails to attend a scheduled appointment, another patient loses an opportunity to be seen.

Failure to attend appointments without notice may result in a non-attendance fee which cannot be claimed from Medicare.

New Patients

Please arrive 10 minutes prior to your consultation time for registration. You will need to bring a current Medicare card and DVA card (if appropriate) and information about your medical conditions and current medications. If you have a concession card, you will need to bring that with you as well. You can download and complete our New Patient Information Form, and bring it with you to your consultation.

Please be aware that we do not prescribe schedule 8 drugs, benzodiazepines or other drugs of addiction on the first consultation.

Workers Compensation & Motor Vehicle

Please inform us if your appointment is in relation to a workers compensation or motor vehicle claim. Patients without a claim number may be required to pay for their consultation until a claim number is provided. Workers compensation and motor vehicle consultation fees are charged at Work Cover WA and AMA rates respectively. These fees do not attract a Medicare rebate. However, you will be able to claim the full cost of the consultation when you settle your case. You can download and complete the relevant form here, and bring it with you to your consultation.

Contacting Your Doctor

Our doctors will not accept telephone calls from patients during a consultation unless it is an emergency. For all other calls, please leave a message with our reception staff and the doctor will endeavour to return your call when possible.

Emails and facsimiles are reviewed periodically throughout the day and are handled in the same way as all other correspondence, therefore, please DO NOT email us with urgent matters. Similarly, we do not recommend any detailed or sensitive information be sent via email as it is not a secure means of communication. Please use your personal email address for email correspondence; we will not reply to emails sent from a work email address, because you do not own it we cannot guarantee your privacy is maintained. Relevant telephone or email/facsimile exchange will be noted in the patient’s health record to ensure continuity of care.

Prescription & Referral Requests

Our doctors may provide repeat prescriptions and ongoing referrals to regular patients without an appointment. New patients and those who have not been seen recently will require a consultation. You can also request your repeat prescription and ongoing referral by email to scriptsandreferrals@burtonst.com.au.

Please use your personal email address for all requests. You will need to provide the name and dose of your medication as well as your contact details in the event the doctor is unable to provide the prescription/referral without a consultation. Your doctor will endeavour to complete your request within 48 business hours. A charge of $5 to $10, payable at the time of collection, may apply for prescriptions and referrals provided without a consultation. Please note that these fees do not attract a Medicare rebate.

Medical Certificates

If you require a Medical Certificate, please ask the doctor during the consultation. Medical Certificates are a legal document. Therefore, doctors are unable to back-date certificates or provide them without consultation. If you have already been provided with a medical certificate and you need the dates extended, an appointment with the doctor will be required.

Results

Test results are checked periodically by your doctor and most results are available after two days. It is your obligation to follow up your own results. If you have not made a follow-up appointment with your doctor to obtain the results, most results can be obtained from our nurse by calling our RESULTS HOTLINE on 9258 4478 between 1 pm and 2 pm Monday to Friday. If results require further discussion or treatment you may be required to schedule an appointment with your doctor.

Please note that for confidentiality, results cannot be given over the phone by our reception staff.

Recall & Reminder

Our practice is committed to management and preventative care of medical conditions. We use a recall and reminder system to offer our patients follow-up or preventative health services appropriate to your individual care. These may include reminders about investigations, immunisations and health assessments. It is therefore imperative that we have your current contact details. Please notify reception if any of your details have changed alternatively, you can download and complete our Update Patient Information Form and bring it with you to your next consultation.

Your Rights

You are encouraged to participate in decisions about your healthcare. Our doctors will provide you with information that is clearly explained and in easily understood language to help you make an informed decision. This includes the purpose, importance, benefits and risks, and possible costs associated with proposed investigations, referrals, treatments, medicines and medicine safety.

Ultimately it is your decision to follow the advice of your doctor. However, if you choose to disregard your doctor’s recommendations it will be documented in your medical record.

Your Health Information & Privacy

We are committed to protecting the privacy of patient information and to responsibly handle your personal information in accordance with the Australian Privacy Principles. To reduce the risk of mistaken identity in your files or records, from time to time our staff may ask for your name, address and date of birth on the phone or in person. This is to protect you from medical errors and to protect your privacy.

Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of staff. Information collected from you, concerning you about your medical health and treatment, and information disclosed during consultations will remain confidential and will not be released to a third party without your written consent except in an emergency situation or when compelled by law. Patients can request access to their own personal health information in line with the Privacy Principles. Please refer to our Privacy Policy for further information.

Due to confidentiality, we are unable to discuss your medical information, including appointments, with a relative unless you have given express consent.

Burton Street Family Practice requires signed consent before transferring your medical records to another practice. A cost of approximately $30 will apply to transfer your complete electronic medical record (including progress notes from each consultation, results and specialist reports) by registered mail. You may be charged a higher fee if the practice you are transferring to does not accept electronic records.

A copy of our Privacy Policy is available here or on request at reception.

Feedback

Our practice welcomes your feedback and takes your concerns, suggestions and complaints seriously. If you would like to comment on our services please complete a feedback form and send it to us, or drop it in the box provided on our book exchange desk. If you are unhappy with any aspect of the care you receive at this practice, please let us know so we can address your concerns. Please feel free to discuss your concerns with the doctor, nurse, practice manager or reception team. Alternatively, you can forward your complaint in writing to practicemanager@burtonst.com.au or 23 Burton Street, Bentley WA 6102. Your feedback is completely confidential.

If you feel you have not received a satisfactory outcome, you may contact:
Health and Disability Services Complaints Office (HaDSCO) Free call: 1800 813 583, alternatively, complaints forms can be completed online or downloaded and returned by fax, email or post.