PATIENT INFORMATION

Apollo General Practice is committed to providing comprehensive medical care to all our patients. Our doctors have many years’ experience in general practice and are dedicated to providing exceptional quality service to our local community. Apollo General Practice is accredited with GPA. GPA assesses general practices against the standards issued by the Royal Australian College of General Practitioners (RACGP).

  • After Hours
  • Bulk Billing / Private Billing
  • Appointments
  • Phone Calls
  • Test Results and Reminder/Recall System
  • Interpreter Service
  • Privacy and Personal Information
  • Patient Feedback
After Hours

National Home Doctor Service provides an after-hours mobile service for our patients. National Home Doctor Service is available by phoning 13 74 25. Home Visits provided by the National Home Doctor Service are Bulk Billed if you hold a valid Medicare Card.

Alternatively, you can attend the Minor Injury and Illness Clinic (MIIC) at Caloundra Hospital, which is located on West Terrace, Caloundra (Ph 07 5436 8500) or contact the After Hours GP Helpline on 1800 022 222 for advice.

Remember, if it is an emergency phone an ambulance on 000

Bulk Billing / Private Billing

We offer Bulk Billing Monday to Friday for all patients with a current Medicare or Veteran’s Affairs Card holders. For patients without a valid card, the fee for a standard doctor’s visit is $75 and for a long visit is $115.  No accounts will be issued and payment is required on the day of visit.

From 1 December 2018, weekend consultations will be by APPOINTMENT ONLY.

We will no longer be operating on a walk-in basis on the weekend and we will be moving to appointments only.

As part of this change to an appointment-based system, we will also be changing to mixed billing for weekend appointments.

This means that on Saturday and Sunday we will bulk bill for all children 15 years and under, concession card holders, DVA card holders and Aboriginal and Torres Strait Islander patients.  Patients who do not fall into one of these categories will be charged a private fee as follows:

Saturday morning Standard Consultation $75 Fee $37.60 Medicare Rebate
Saturday morning Long Consultation $115 Fee $72.80 Medicare Rebate
Saturday from 1pm Standard Consultation $100 Fee $49 Medicare Rebate
Saturday from 1pm Long Consultation $135 Fee $83.95 Medicare Rebate
Sunday all day Standard Consultation $100 Fee $49 Medicare Rebate
Sunday all day Long Consultation $135 Fee $83.95 Medicare Rebate

Your Medicare rebate will be processed by the practice.  You will need to pay the total fee upfront and then the rebate from Medicare will be refunded to you as per standard Medicare processing times into your bank account.

Private Billing
WorkCover claims, insurance reports, pre-employment medicals & commercial driver licence medicals are not covered under Medicare and require payment on the day of visit. Please check with reception staff for current pricing.  Please inform reception the reason for your appointment when phoning to make an appointment.

Appointments

Online Appointments

Doctors’ appointments can now be booked online either via our website or you can download the HotDoc app on your smartphone.

Please note complex appointment bookings still need to be made by phoning the practice (e.g. Health Assessments, Pre-employment Medicals, Excisions, Children’s Immunisations, Implanon or Mirena insertion/removal, GP Management Plans and Care Plans).

Monday to Friday

Apollo General Practice runs an appointment system Monday to Friday. Appointments are set at 10 minutes for a standard consultation with longer consultations available. on request. Urgent Medical Problems will be triaged by our Practice Nurse and dealt with promptly.

Saturday and Sunday

As an additional service, Apollo General Practice offers a walk-in clinic on weekends, staffed by one Doctor, commencing from 8.30am.

Please note on weekends we close for lunch between 12pm-1pm. If our morning session is running at full capacity, on occasion we may need to refer you to our afternoon session. Your understanding and patient is greatly appreciated.

Ideally the weekend clinic is suited to patients presenting with an urgent complaint who cannot wait to see their regular GP on Monday.

On the weekend no appointment time is given.  Patients are advised how long the wait will be as they arrive at reception.

From 1 December 2018 weekends will run on an appointment only system. 

Home Visits

Home visits are available on request for our regular local patients who are unable to attend the practice due to serious chronic health reasons.

Did Not Attend Fee

If you no longer require your appointment, we would appreciate you phoning to cancel so the time may be made available to other patients.

Failure to do so, will incur a fee of $20 which is not claimable on Medicare.

Phone Calls

Patients of our practice are able to obtain information or advice related to their clinical care by telephone in a situation where a consultation is impractical. A doctor will always be available during normal practice hours for emergency advice. If a patient requests to speak to a doctor, the staff member needs to assess if the call is urgent and if so, put the caller through to the Practice Nurse for triaging, otherwise a message will be taken to pass onto the doctor.  The doctor will determine if advice can be given over the phone or if a face-to-face consultation is necessary always being mindful of clinical safety.

Test Results and Reminder/Recall System

We require you to attend your usual doctor in order to receive test results, obtain a prescription or request a referral.

We also have a reminder and recall system in place so we can contact you in regards to making an appointment for follow up of test results and preventative health services such as immunisations, blood tests or annual health checks that are of benefit to you.

Interpreter Service

If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to telephone 07 5438 1200.  Our business hours are 8.00am to 6.30pm Monday to Friday.

They will assist with the communication of your primary spoken language to better communicate your medical needs between yourself and your doctor.

A free interpreting service is available for patients who are hearing impaired and use Australian Sign Language (AUSLAN). Contact the National AUSLAN Interpreter Booking and Payment Service (NABS) on 1800 246 945 or visit the NABS website for further information.

Privacy and Personal Information

Your medical record is a confidential document.  It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.  We use this information you provide to manage your personal health care.  We generally disclose selected information to various other health services involved in supporting your health care management (e.g. pathology).

If you have any questions about how we handle your personal health information or need to arrange access to your records, please contact the Business Manager or your doctor, as appropriate.

Patient Feedback

We hope to provide a professional, quality and caring medical service for our patients.  If you have any concerns, complaints or suggestions about any aspect of our service, we would appreciate hearing about them and encourage patients to complete our Patient Feedback Form and place it in the box at reception.

If you feel you have an issue that needs to be addressed outside of this practice, you can contact the Queensland Government Centre for handling complaints:

Office of the Health Ombudsman (OHO)
PO Box 13281 George St
Brisbane Qld 4003
Phone: 133 646
http://www.oho.qld.gov.au
Email: [email protected]

Committed to providing comprehensive medical care to all our patients. Our doctors have many years experience in general practice and are dedicated to providing exceptional quality service to our local community.

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