A clear agreement, both ways

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

Be open about your health

• Tell us about 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 alcohol and other substance use. We can't look after you safely without this, and we don't judge it
• Update us when things change: new diagnoses elsewhere, new medications, pregnancy

Be on time

• Arrive 5 to 10 minutes early, especially if you're new or have forms to complete
• Late arrivals may mean a shorter consultation or being asked to rebook, to be fair to the patients waiting
• If you can't make it, give us as much notice as you can (see section 3)

Treat the practice with respect

• Our reception, nursing and GP teams are professionals doing a demanding job. Please treat them with courtesy
• Phones on silent in consultations, and calls taken outside
• If you've brought children, please supervise them in the waiting area
• Aggressive, threatening or abusive behaviour is not 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're experiencing financial hardship, please raise it with our Practice Manager. We will work with you

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

Some of our doctors bulk bill

• Children 4 and under, for standard GP consultations
• DVA Gold Card holders, for all standard consultations
• Some immunisations, screening services and pathology pre-tests as determined by Medicare
• Specific services flagged as bulk billed on the fees page, such as on-site ultrasound

Private fees

• Most adult consultations attract a private fee with a Medicare rebate
• Concession card holders may have reduced fees. Please tell reception at booking
• Longer or focused appointments (ADHD continuation, initial menopause, mental health care plans, iron infusions) have their own fees on the fees page
• Some services, such as workplace medicals, insurance reports and travel medicine, 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 and usually land in your nominated account within 24 to 48 hours

Refunds

Refunds are considered case by case where there has been a billing error, where a service was not provided as agreed, or where Medicare has since advised a service was not eligible for the fee charged. Direct refund requests to our Practice Manager.

What each channel is for, so you always know the right way to contact 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, call the practice directly.

Our team has the right to come to work and feel safe. Behaviour that compromises that safety is not tolerated, because we care about all of our patients and the people who look after them.

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 under the influence of alcohol or drugs in a way that disrupts other patients or staff
• Recording staff, GPs or other patients without their explicit consent

Right of refusal

Consistent with RACGP guidance, our GPs may decline to provide a specific service where it would be clinically inappropriate, ethically conflicting or outside the scope of their training. If a GP declines a service, they will explain why and help you find appropriate alternative care.

Children and vulnerable adults

Where our staff or clinicians have a reasonable concern about the safety of a child or vulnerable adult, we have mandatory reporting obligations under NSW law. These override patient privacy in defined circumstances, and we follow the NSW Mandatory Reporter Guide.