Frequently Asked Questions

We are located 2-minute walking from Mascot Train Station, and onsite shopfront parking is available.

Booking is recommended. We welcome walk in patients as well.

Medical certificates are legal documents. They are available only after you consult with the doctors. The doctors can not issue a medical certificate without seeing you and the doctors are not permitted to backdate medical certificate.

In the interest of quality healthcare, the doctors will normally need to have a formal consultation with you for a repeat prescription.

When you see a specialist, you need to have a referral to be eligible for Medicare benefits. The doctors prefer to discuss with you before referring you to a specialist. Referrals from a general practitioner (GP) to a specialist are valid for 12 months, unless otherwise specified. This period begins from the date of your first consultation with the specialist, not the date the referral is issued by the GP.

Staff cannot discuss your results over the phone due to confidentiality reason. We recommend that patients return for follow up consultation with doctors after any tests, doctors will explain the results and/or discuss a treatment plan.

All emergency:
Dial 000 for ambulance

After hour:
1300 466 347 General bulk bill

We welcome all types of feedback from patients and visitors to the practice, and take complaints seriously. Our staffs and Practice Manager are available to discuss any concerns. You can speak with us via telephone, in person, or written mails. However, if you are dissatisfied with our response, you may choose to contact the Health Care Complaints Commission (HCCC), the main government body for handling health service complaints.

Telephone: 1800 043 159
Online: http://www.hccc.nsw.gov.au/Complaints/Online-Inquiry-Form

We bulk bill existing patients who hold a Pensioner Concession Card, DVA, or government-scheduled immunisations for subsequent consultations, provided they present a current concession card and Medicare card at the time of consultation. However, all procedures will incur out-of-pocket payments regardless of concession card status.

Medicare rebates have not kept pace with the rising costs of providing medical care, including rent, equipment, and staff wages. As a result, there is often a gap between the Medicare rebate and the consultation fee charged. The Australian Medical Association (AMA) recommends fees that reflect the true cost of services, with Medicare covering approximately 40% of this cost.

Please refer to our fee table https://urfamilypractice.com.au/fees/

No, only the individual named on the Medicare card can use it for billing purposes.

Rebates vary depending on the service provided. For specific details, please speak with our receptionists at (02) 8339 0540 or refer to https://urfamilypractice.com.au/fees/

For Medicare refunds, it may take 24-48 hours.

The gap refers to the amount patients are required to pay out of pocket after accounting for the Medicare rebate. The gap varies depending on the service provided and may be higher for procedures.

If you forget or have lost your Medicare card, please inform our staff upon arrival for your appointment. They will provide guidance on alternative documentation that may be accepted.

If you do not have a Medicare card, please refer to our fee schedule for consultation fees.

We endeavour to keep waiting times to a minimum, but please understand that unforeseen circumstances may cause delays. Our reception staff can provide estimates of expected waiting times upon your arrival, although these are subject to change based on patient needs.

Our doctors and receptionists strive to maintain appointment schedules, but the unpredictable nature of medical practice sometimes leads to delays. Complex medical issues, urgent patient needs, or unforeseen emergencies can extend appointment durations. Your doctor’s commitment to providing thorough and high-quality care may also contribute to occasional delays.

We understand the importance of your time and strive to minimize wait times whenever possible. While we do our best to maintain appointment schedules, unforeseen emergencies or complex consultations may lead to delays. We encourage patients to contact us prior to their appointment to inquire about any potential delays.

Due to the high demand for our services and the unpredictable nature of medical consultations, wait times may occasionally be longer than expected. We apologize for any inconvenience this may cause and appreciate your patience and understanding as we strive to provide the best possible care to all our patients.

Yes, you can request a medical certificate during your consultation with the doctor. However, the issuance of a medical certificate is contingent upon two conditions:

• You consent to a medical examination.
• The doctor confirms the presence of a health problem.

Medical certificates cannot be backdated. It’s crucial to schedule an appointment with your doctor on the day of your illness to obtain a valid certificate. If you require an extension or modification of your medical certificate, you must revisit your GP for a reassessment.

The decision to send medical documents such as medical certificates, reports, or referral letters via email is at the discretion of the doctor and may depend on various factors, including your location. Please discuss your request with your doctor during your consultation, and they will advise you on the best course of action.

Yes, it is a legal requirement for the doctor to assess your condition before issuing a referral. Please schedule an appointment to see your doctor for a referral to any specialist.

No, backdating referrals is against the law and is not permitted.

If you have lost or forgotten to bring your referral letter, our staff can urgently send it to the specialist for a service fee of $20.

Yes, in most cases, you will need to see a doctor for a prescription. This ensures safe prescribing practices and allows the doctor to discuss alternatives, side effects, and other considerations with you. However, in some cases, a prescription for continuing medication may be provided without a consultation, and a fee may be charged for this service.

All patients must book an appointment (telephone/video or in-person) for the doctor to review their medical history and determine the appropriateness of the requested script. This is necessary for patient safety and ensures fair treatment for all patients.

We understand the urgency of your situation. However, it’s important to plan ahead for medication refills to avoid running out. While our doctors will do their best to accommodate urgent script requests, please understand that immediate prescriptions may not always be possible due to their busy schedules. Quick script requests may also compromise the thorough assessment and care you deserve.

No, our doctors do not prescribe Schedule 8 medications, such as Xanax, Valium, Oxycodone, and similar drugs, due to their potential for misuse and dependence.

We do not have imaging facilities on-site. The nearest facilities are Spectrum Medical Imaging located at 540 Botany Road, Alexandria NSW 2015, Lumus Imaging at 832 Anzac Parade, Level 1, Maroubra New South Wales 2035 and Mascot Medical Imaging located at 732 Botany Road, Mascot NSW 2020. They offer services such as ultrasound, CT scans, MRI, mammograms, etc. Please check their websites for more information:

Lumus Imaging: https://www.lumusimaging.com.au/?utm_source=Google&utm_medium=GMB&utm_campaign=Digital

Spectrum Medical Imaging: https://www.spectrumradiology.com.au/alexandria

Mascot Medical Imaging: https://www.xraysydney.com.au/

Laverty pathology provide collection service on site https://www.laverty.com.au/

Our clinic currently offers blood collection services from 9 AM to 1 PM on Tuesday and Thursday.

Our centre is currently offering blood collection services from 9AM to 1PM on Tuesday and Thursday. However, you can consult with one of our doctors to obtain a referral for blood tests.

Generally, appointments are not required for standard pathology services. However, for specialized tests such as a glucose tolerance test or a Holter Monitor, it is advisable to check with our reception staff or the pathology centre for appointment requirements.

Your doctor will provide specific instructions regarding fasting requirements for your blood test during your consultation. If you are unsure about fasting instructions, please contact our reception, and we can connect you with our pathology collector for guidance.

Sending the sample directly to the central lab is the preferred approach to ensure accurate analysis and results. Delayed examination of sperm sample may lead to invalid test results and a repeat test required. The specimen must be delivered to the laboratory (within 45 mins), as it must be examined within 1 hour of collection – follow the link below for locations and hours of operation https://www.laverty.com.au/patients/prepare-for-a-test/#tab8

Our doctors prefer that you schedule either an in-person, phone, or video appointment to discuss your test results. This approach ensures confidentiality, fulfils our medical and legal obligations, and adheres to Medicare guidelines.

To obtain urgent results, you must schedule an appointment with your doctor. This appointment can be conducted in person, over the phone, or via video consultation. Please note that Medicare rebates for phone/video consultations are available if you have visited the practice at least once in the last 12 months.

After a doctor discusses the results with you, they may be able to email you some of your results if you consent to receive them electronically. Depending on the sensitivity of the information, the doctor may offer to send the results with or without a password for added security.

We utilize a secure automated SMS system to notify patients once we have received their results. However, depending on the nature of the test and the complexity of the results, a consultation with the doctor is often necessary to ensure comprehensive discussion and interpretation. After the consultation, you can request a hard copy or electronic copy of your results if feasible and appropriate.

We offer a comprehensive range of healthcare services including general practitioner consultations, allied health services, and pathology services provided by Laverty.

General practitioners at our site provide a wide array of treatments such as

• 24 hour blood pressure monitoring
• Acupuncture
• Covid-19 vaccine
• Cryotherapy of warts, skin tags
• ECG
• Flu vaccine
• GP care plan
• GP face to face consultation
• Immunisation for children
• Iron infusion
• Mental health care plan
• Minor surgeries such as excision of sebaceous cyst, lipoma, skin tag, biopsy of skin lesion and removal of skin lesion etc.
• Musculoskeletal clinic
• bowel cancer screening test
• Sexual health consultation, such as STI screening, PrEP.
• Skin checks
• Telehealth consultation
• Travel vaccination and travel clinic
• Video telehealth consultation
• Weight loss program
• Workers compensation and CTP cases
• Wound care
• 45 – 49 year old health assessment
• 75 + health assessment

Women’s Health

• PAP smear or cervical cancer screening test
• Shared pregnancy care
• Sexual health consultation, such as STI screening
• Implanon Removal
• Mirena removal
• Contraception advice

Men’s health

• Erectile dysfunction
• Sexual health consultation, such as STI screening, PrEP
• Prostate problem

Weight loss clinic

• Weight assessment
• Body composition analysis
• Dietary plan
• Life style program
• Weight loss medication
• Bariatric service
• Psychologist service
• Exercise plan

Registered nurse and doctor cosmetic injection service

• Anti-wrinkle injection, such as Botox injection
• Dermal filler
• Skin booster

Skin needling or micro needling

Our opening hours are Monday to Friday from 9:00 am to 6:00 pm, and Saturday from 1:30 pm to 6:00 pm.

Yes, we have allied health practitioners including exercise physiologist, chiropractor, dietitians, psychologists, and podiatrists available at our practice.

Yes, our doctors conduct STI checks as part of our comprehensive healthcare services.

Yes, our doctors administer travel vaccines, excluding yellow fever.

Yes, both our doctors and nurses offer immunizations for individuals of all age groups.

Yes, we provide a range of Women’s Health services, including contraception management and PAP smears.

Yes, our doctors can perform removal of Implanon/contraceptive implant procedures. Please inquire about the cost during your consultation.

Yes, our doctors conduct skin checks, and the cost for skin removal may vary depending on the complexity of the procedure. Please consult with your doctor for specific pricing information.

Yes, our doctors can change surgical dressings as part of post-operative care.

Yes, we offer cryotherapy services. Please consult with your doctor for pricing details.

Yes, our doctors perform PAP smears as part of Women’s Health services.

No, our doctors do not act as Justices of the Peace to certify documents.

Yes, our doctors can perform acupuncture. Please inquire about the cost during your consultation.

Yes, our doctors can administer injections, including vaccinations purchased over the counter.

If you have a medical emergency, please dial 000 or proceed to your nearest Emergency Department immediately. For non-emergency after-hours consultations, we are pleased to offer our After Hours service. Call 02 8724 6300 to book your appointment with our After Hours coordinator. Sydney Medical Service will contact you at an agreed-upon appointment time.

No, our After Hours service is not intended for emergencies or life-threatening illnesses or injuries. If you require emergency assistance, please call 000 for immediate help.

If you need medical advice and are unable to reach your general practitioner, you can call Healthdirect on 1800 022 222, https://www.healthdirect.gov.au/. They will assess your symptoms and travel history to help determine the appropriate course of action for your health concerns.

If you experience breathing problems, chest pain, severe sudden headaches (other than known migraine sufferers), or any other urgent medical need while at the clinic, please notify our staff immediately for prompt attention.

If you require urgent medical attention while not at the clinic, dial 000 for immediate assistance and request an ambulance.

Toggle ContentIf the clinic is closed and you have a medical emergency, please contact the After Hours GP service at 02 8724 6300. You can also call Nurse on Call at 1300 60 60 24 for telephone advice. For serious or life-threatening emergencies, dial 000 or visit the Emergency Department of your nearest hospital.

For medical care outside of our regular opening hours, you can contact Sydney Medical Service at 02 8724 6300 between 6 pm and 8 am on weekdays, after 12PM on Saturday and 24 hour for Sunday and public holidays. They can triage you into an appointment or arrange a house call if necessary. In case of emergencies, always dial 000 or visit the nearest Emergency Department.

Sydney Medical Service https://www.sydmed.com.au/

While patients are encouraged to visit the clinic for optimal care and access to facilities, some of our GPs may offer home visits to regular patients residing within a reasonable distance from Mascot.

Home visits are granted and charged at the discretion of your GP. To request a home visit, please call our clinic with your request, and we will call you back to discuss the details of your visit or provide alternative options.

If you have a medical emergency, please dial 000 or proceed to your nearest Emergency Department immediately. For non-emergency after-hours consultWorkCover consultations are available, but patients will be responsible for the fees incurred if they do not have a current claim number issued. These consultations are billed at the rate determined by the New South Wales WorkCover Authority for work-related injuries and illnesses. It is advisable for patients to have a current WorkCover claim number and insurance company details before consulting with one of our doctors.ations, we are pleased to offer our After Hours service. Call 02 8724 6300 to book your appointment with our After Hours coordinator. Sydney Medical Service will contact you at an agreed-upon appointment time.

Yes, we welcome all new patients to our clinic. To register, new patients are required to complete our “New Patient Registration Form” as well as our “Transfer of Medical Records Form.” Please arrive 15 minutes before your appointment to fill out the registration form and present it to our reception staff. Alternatively, you can email or download the form and submit it at least one business day prior to your first appointment. Please remember to bring your Medicare card, Health Care Card, or Pension Card to your appointment.

Please arrive 15 minutes before your scheduled appointment time, especially if you are a new patient. This extra time allows you to fill out any necessary registration forms and provide important details for our records.

Yes, you can still see a doctor, but you will need to settle the consultation fee privately.

Yes, please inform us of any changes to your contact details.

We ask for your email address as it provides an environmentally friendly way to remain in contact with you and send important information. Rest assured, we will never spam your email.

As part of our accreditation requirements, we must safely establish your identity and ensure our records are up-to-date with your contact details. Our staff are trained to ask every patient for these details upon arrival to maintain safe practices and confidentiality.

We strive to book you in with the same doctor whenever possible. However, if your preferred doctor is unavailable, you may choose to see another doctor who will have full access to your medical records. You can always return to your preferred doctor for future appointments.

We try our best to let you see the doctor you like. This helps you get the most out of your visit. When you book online, you can pick the doctor, day, and time that works best for you!

Each doctor has something they are really good at. Some doctors know a lot about taking care of kids, while others might be experts in different areas of medicine.

Some doctors are really good with babies! They know how to make them feel better and smile. If you need a doctor for a baby, we can find the best one for you.

Some doctors can speak Chinese! If you need a doctor who can speak Chinese, we can help you find one.

The nurse plays a crucial role in ensuring you receive optimal care. They assist the doctor by performing procedures, taking measurements, and gathering information about your health before your appointment. Additionally, nurses help in reviewing your progress, coordinating with specialists, and conducting health assessments for specific age groups, such as those aged 45-49 and over 75.

It’s essential to schedule an appointment with a doctor regardless of the reason for your visit to ensure you receive the appropriate level of care. While nurses can assist with certain tasks like vaccines and blood pressure checks, seeing a doctor ensures comprehensive assessment and management of your health needs.

When you call, our reception or nursing staff will answer your phone and, if needed, they will forward your message to the doctor. To avoid disruptions during appointments, you might be asked to leave your contact number and a message for your doctor to call you back when they’re available.

Due to time limitations, doctors may not always be available to take non-urgent phone calls from patients. If necessary, our receptionist will take a message, and the doctor will decide whether to return your call. For non-urgent matters, we prefer patients to make appointments either in person or by phone or video call.

If you need to speak to your GP, please make an appointment. GP time is dedicated to patients currently in appointments, so they do not typically take calls. If you have an urgent matter, our staff can help determine whether you need an appointment, a call back from the practice, or urgent advice.

Most problems are best dealt with during appointments. However, you can contact the doctors during surgery hours. If the doctor is in consultation, our receptionist will take your message, or your call will be put through in case of an emergency. Please keep your call brief.

Our email is for administrative purposes only. For medical matters including results, script requests, referral requests, etc., please discuss directly with your doctor during your consultation.

No, it is our practice policy not to prescribe drugs of dependence such as Benzodiazepines or Narcotics. New patients seeking prescriptions of this nature will not be given them without significant documentation from past or recent practitioners.

No, smoking is terrible for your health!

If you require an interpreter service, please contact the Translator and Interpreter Service on 1300 131 450. For Australian Sign Language Interpreter, please contact Deaf Services Queensland on 1300 123 752.

There is street parking and council parking available in front of the practice.

Yes, wheelchair and disabled persons’ access are available. Our practice has access ramps for easy entry.

We apologize, but we do not have a baby change room available at our practice.

Yes, if you would like your records sent to us, please ask our friendly reception for a ‘transfer of record form,’ which we will send to your previous practice. The practice may charge a fee to release a copy. If you would like your records sent elsewhere, please send us your signed consent form and new practice details. Your new practice will provide a template for you to fill in.

By signing this form, you allow us to obtain information from your previous or current doctor. It does not mean that you cannot see your previous doctor. It simply gives us the necessary information about your health, which is essential to provide you with the best and safest service either on the day or for future visits. For example, previous surgeries, doses of medications you had/having, etc.

We operate a computer-based medical record system. Should any of your personal details change (Address, Phone number, Medicare Number, etc.), please inform our reception staff to have your records amended. We operate within the boundaries of the Privacy Act.

All patient consultations and medical records are kept strictly confidential. Signed consent forms are required before any patient’s health information will be transferred. The contents will be divulged only with your consent or when justified by law. Additionally, all electronic information is encrypted to further protect your privacy.

If you have any concerns regarding the service or staff, please communicate them to our reception staff or practice manager or click https://urfamilypractice.com.au/contact/ or email to info@urfamilypractice.com.au. We will make every effort to resolve any issues to the satisfaction of all parties involved.

We maintain a zero-tolerance policy towards disrespectful behaviour, including yelling, demeaning remarks, or any form of verbal or physical abuse. Such behaviour will result in immediate action, including possible exclusion from the practice, except for life-threatening conditions.

We value your feedback and welcome suggestions to improve our practice. If you have suggestions or comments about our service, you can speak directly to the doctor, our administration staff or email our manager at info@urfamilypractice.com.au or provide anonymous written feedback in our onsite feedback box.

If there is any complaint, please talk to our administrative staff immediately, speak directly to your doctors, or email our manager at info@urfamilypractice.com.au. We will thoroughly investigate your concerns to ensure a satisfactory resolution. Our practice manager or designated staff member is available to discuss any issues or concerns you may have. We believe that addressing problems internally is the best approach. Additionally, you can contact the Health Care Complaints Commission on 1800 043 159 for further assistance.