A clear agreement, both ways.

Rosedale Medical Practice is a GP-owned, GP-led practice operating under Salubris Health Pty Ltd (ABN 64 633 299 886). We are accredited under the RACGP Standards 5th Edition and audited by AGPAL. These four commitments shape every interaction you have with us.

Beyond these four, we are bound by the Australian Charter of Healthcare Rights, which sets out your right to access, safety, respect, partnership, information, privacy, and to give feedback. Where anything on this page conflicts with the Charter, the Charter wins.

A long-term GP relationship is genuinely two-way. The care we can provide depends meaningfully on what you bring to it — and these expectations protect both you and our other patients.

Be honest about your health

• Disclose your current medications, supplements, and herbal remedies — even ones you think are minor
• Share relevant medical history, including from other practitioners, even if it feels uncomfortable
• Tell us about substance use, including alcohol and recreational drugs — we cannot help you safely without this information, and we don't judge it
• Update us when your circumstances change (new diagnoses elsewhere, new medications, pregnancy)

Be on time

• Arrive 5–10 minutes before your appointment, especially if you're a new patient or have forms to complete
• Late arrivals may result in a shorter consultation or being asked to rebook — this is to be fair to other patients waiting
• If you can't make an appointment, give us as much notice as possible (see Section 3)

Treat the practice with respect

• Treat our reception team, nursing team, and GPs with courtesy — they are professionals doing a difficult job
• Mobile phones on silent in consultation; phone calls taken outside
• If you've brought children, please supervise them in the waiting area
• Aggressive, threatening, or abusive behaviour will not be tolerated (see Section 8)

Settle accounts promptly

• Payment is due at the time of consultation unless other arrangements have been made in writing
• If you are experiencing genuine financial hardship, raise this with our Practice Manager — we will work with you

Booking your appointment

Appointments can be booked online via HotDoc, by phone on 02 9680 9644, or in person at reception. Online booking is available 24 hours a day. Phone bookings are taken during practice hours.

New patients

New patients should book a new patient appointment (20–30 minutes). This allows time to review your history, register you in our clinical system, and properly assess what brought you in. If you've booked a shorter slot but you're a new patient, we will ask you to rebook.

Cancellations & rescheduling

We understand life happens. We ask that you give us as much notice as possible if you need to cancel or reschedule — this allows another patient to be seen in your place.

Cancellation and non-attendance fees are not claimable through Medicare or private health insurance. We waive these fees in genuine emergencies — please call reception to discuss.

Late arrival

If you arrive more than 10 minutes late, we may need to rebook you. This isn't a punishment — it's how we protect appointment times for the patients who arrive on time.

Rosedale operates as a mixed billing practice. Some appointments are bulk-billed by some of our doctors; most attract a private fee with a Medicare rebate applied at the time of payment. Current fees are published on our Fees page and confirmed at booking.

Some of our doctors choose to bulk-bill:

• Children 4 and under — for standard GP consultations
• DVA Gold Card holders — for all standard consultations
• Some pathology pre-tests, immunisations, and screening services as determined by Medicare
• Specific services flagged as bulk-billed on the Fees page (e.g. View Medical Imaging ultrasound)

Private fees

• Most adult consultations attract a private fee with a Medicare rebate
• Concession card holders may have reduced fees — please advise reception at booking
• Longer or specialised appointments (ADHD continuation, menopause initial, mental health care plans, iron infusion) have specific fees published on the Fees page
• Some services (e.g. workplace medicals, insurance reports, travel medicine consultations) are not Medicare-rebatable and are charged at private rates

Payment

• Payment is due at the time of consultation by EFTPOS, credit card, or cash
• Medicare rebates are processed electronically at reception, with the rebate typically appearing in your nominated account within 24–48 hours
• We do not currently bulk-bill via the "claim-back" model for adult standard consultations

Refunds

Refunds are considered on a case-by-case basis where there has been a billing error, where a service was not provided as agreed, or where Medicare has subsequently advised that a service was not eligible for the fee charged. Refund requests should be directed to our Practice Manager.

Prescriptions

• Prescriptions are issued during consultations. We do not issue scripts without a consultation — this is both a clinical standard and a regulatory requirement
• Routine repeat prescriptions can be issued at a standard consultation; for complex regimens, book a longer appointment
• S8 medications (including ADHD stimulants and certain opioids) require a face-to-face or telehealth review each time a script is issued. We do not provide asynchronous repeat scripts for these medications
• Lost or stolen scripts can be reissued only after consultation; for S8 medications, additional verification may be required

Pathology & imaging results

• We will contact you if a result requires action — please do not assume "no news is good news"
• Routine results can be reviewed by booking a results appointment (in-person or telehealth)
• Urgent or clinically significant results are followed up by phone, typically by the practice nurse or GP
• Results older than 12 months may require a fresh test before clinical decisions are made

Specialist referrals

• Referrals are issued during consultations after clinical assessment — we cannot issue blank or "to whom it may concern" referrals
• Standard GP referrals are valid for 12 months from the date of issue; indefinite referrals are issued only where clinically appropriate
• If your referral has expired and you need an updated one, please book a consultation
• For ADHD continuation specifically, your specialist letter (from psychiatrist or paediatrician) acts as your referral — see the ADHD page for the specific requirements

How we communicate, and what we use each channel for — so you always know the right way to reach us.

We aim to return non-urgent phone messages within one business day. Email and HotDoc messages are reviewed within two business days. If your matter is clinically urgent, please call the practice directly.

Rosedale operates Monday to Friday 8:00am–6:00pm and Saturday 8:30am–1:00pm. Outside these hours, please use the appropriate after-hours service for your situation.

We do not provide an on-call GP service outside our operating hours. Where after-hours care is provided by another practitioner, please advise us at your next visit so we can update your clinical record.

Our staff have the right to come to work and feel safe. Behaviour that compromises that safety is not tolerated — not because we don't care about you, but because we care about all of our patients and our team.

What is not acceptable

• Verbal abuse, shouting, swearing, or threats — directed at any staff member, GP, or other patient
• Physical aggression or intimidation, including threatening gestures
• Discriminatory remarks based on race, religion, gender, sexual orientation, disability, or age
• Repeated attempts to obtain medications or services that have been clinically declined
• Attending the practice under the influence of alcohol or illicit substances in a way that disrupts other patients or staff
• Recording staff, GPs, or other patients without explicit consent

Right of refusal

Consistent with RACGP guidance, our GPs reserve the right to decline to provide specific services where doing so would be clinically inappropriate, ethically conflicting, or outside the scope of their training. Where a GP declines a service, they will explain why and assist you to find appropriate alternative care.

Children & vulnerable adults

Where staff or clinicians identify a reasonable concern about the safety of a child or vulnerable adult, we have mandatory reporting obligations under NSW law. These obligations override patient privacy in defined circumstances; our handling of such situations is governed by the NSW Mandatory Reporter Guide.

These terms are reviewed at least annually, and updated whenever required by changes in Australian law, RACGP guidance, AGPAL accreditation standards, or our internal policies. The "Last reviewed" date in the footer below reflects the current version.

For significant changes — such as changes to fees, cancellation policies, or scope of services — we will notify patients through our website, in-practice signage, and where appropriate, by SMS or email.

If you have questions about anything on this page, or you'd like to discuss a specific aspect of your care arrangement with us, please contact our Practice Manager directly. We'd rather have a conversation than leave you wondering.