Patient Information
Information At Your Fingertips
If you are a new patient to our clinic, please arrive at least five minutes before your consultation or fill out a new patient form here and bring the following to your consultation:
- Photo ID
- A valid Medicare card
- Workcover patients will need to inform their employer and bring their employer’s contact details for verification to arrange payment.
Fees
Billing Policy
Access to healthcare for the community we serve is important to us. Cranebrook Doctors unwavering commitment to maintaining and improving the quality of healthcare services we deliver is our top priority.
To protect the sustainability of our practice and ensure the standard of the services we provide; Cranebrook Doctors will now become a Mixed- Billing practice. (We charge Gap payments on weekends only).
This will allow us to maintain the highest quality of care we provide while still being able to address our patients with substantial needs.
Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at the time of consultation by cash, credit card or EFTPOS.
For more billing information, please contact our friendly reception staff.
New Patient
If you are a new patient to our clinic, please bring the following to your next consultation:
- Please arrive at least 10 minutes before your consultation
- A valid Medicare Card
- Workcover patients will need to inform their employer and bring your employer’s contact details for verification to arrange payment through
Accepting New Patients
At Cranebrook Doctors, we accept New Patients. Bring a valid Medicare card for Medicare rebate and a Photo ID to verify your identity. A Medicare card and a photo ID are mandatory for every consultation. Same-day appointments are available on most days. We recommend you book an appointment in advance where possible. Walk-ins are acceptable for medical emergencies.
Practice Policies
Booking Appointments
Appointments may be booked in person or by calling (03) 9098-0555 Monday to Friday 09:00 am – 05:00 pm. Alternate, Saturday 09:00 am – 02:00 pm. Sunday closed. Public holidays hours may vary. Please get in touch with our reception staff for more information. Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.
Face to Face Consultations
We ask that if you have any respiratory, cold/flu-like symptoms, to please wear a mask. We have introduced the guidelines below to protect patients from catching COVID virus and hospitalising. So, please wear a MASK if you have any respiratory, cold/flu like symptoms before entering the premises and while you are inside.
Patients with COVID Symptoms
All our existing patients are requested to book a telehealth appointment if you have a cough, cold, sore throat or fever. This condition of entry applies to fully vaccinated residents also. Book a telehealth appointment if you have tested POSITIVE to COVID 19 in the past 7 days. (Cranebrook Doctors is a high risk setting with immunosuppressed, elderly and babies).
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945.
Interpretation Service
Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131450 to book an interpreter. (Private fee may apply)
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Facsimile
Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.
Contacting your health professional
Email Policy
We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a pin code. Cranebrook Doctors take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation or new patient registration form. For all communications outside the software program which may contain sensitive data, we prefer not to communicate via email. If you request a copy of medical information, you will be asked for a fax number, postal address (for registered mail) or to pick up from the Cranebrook Doctors.
- Covid-19 Vaccination Consent Form
- Preparing for Covid-19 Vaccination
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.
Smoking Policy
This practice has a strict no-smoking policy.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
Your feedback is important to us. If at any time you have a concern, comment or suggestion please do not hesitate to fill in a ‘Compliment, Comment or Complaint’ form (available in Cranebrook Doctors Waiting Room).
You can also speak to a member of the administrative or clinical team if you have any suggestions or are unhappy with the service you have received. Alternatively, you can direct any concerns to pm@bbmedicalcentre.com.au and we will endeavor to respond within 2 business days.
Patients wishing to make their complaint to an outside source can, you may prefer to contact:
Health Services Commissioner
Ph: (02) 9219 7444
Toll free (NSW) 1800 043 159
Email: hccc@hccc.nsw.gov.au
Fax: (02) 9281 4585
Level 12, 323 Castlereagh St
Sydney NSW 2000
https://www.hccc.nsw.gov.au/
Confidentiality
All members of Cranebrook Doctors understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Cranebrook Doctors will attempt to contact you regarding any urgent results.
Afterhours Consultations
When you need urgent medical care and Cranebrook Doctors is closed, 13SlCK National Home Doctors booking lines (13 74 25) are open from 6:00 pm on weekdays, 12:00 pm on Saturdays, and all day Sundays and public holidays.
Alternatively, you may attend the Emergency Department at
Nepean Hospital, Gate 7, Somerset Street, Kingswood 2747
Phone: 02 4734 2000
Fax: 02 4734 2904
In case of emergencies, please call an ambulance by dialling 000.
Useful Resources
Children’s Health
Contraception / Sexual Health
Immunisation
Men’s Health
Travel
Planning Ahead
(Advance Care Planning, Wills, Power of Attorney, Enduring Guardian)
Chronic Disease
Mental Health
Preventative Health & Lifestyle
Women’s Health
MyMedicare
MyMedicare
We invite all existing and new patients who consider us to be your preferred practice, to register for MyMedicare. To complete a registration, scan the QR code or register using the link provided on this page. If you have any questions, please contact our team.
What is MyMedicare?
The Australian Government has introduced a new voluntary patient registration model called MyMedicare to drive improvements in primary health care for all Australians and deliver new funding packages to primary care providers. MyMedicare will strengthen the relationship between patients and their health care teams by allowing patients to register with their regular general practice and select their preferred GP and providers within the practice. This registration aims to strengthen the relationship between you, your GP, and the team at Cranebrook Doctors. For more information, please see the Registering in MyMedicare Factsheet for Patients.
What are the benefits of MyMedicare for our patients?
The key benefits to you include better access, better continuity of care, and better planning. Registration in MyMedicare is not compulsory, however it is recommended to improve continuity of care for patients. You can also change your mind and leave the program at any time. It does not affect your Medicare rights or benefits. Please reach out to our team if you have any questions.
FAQ
Is Cranebrook Doctors a Bulk Billing Practice?
Cranebrook Doctors is a mixed billing practice.
We Bulk bill patients 16 and under DVA card holders, Concession and Pensioner card holders
What if I don't have a Medicare card?
How do I book an appointment?
What should I bring to my appointment?
- Photo ID
- Medicare card
- Any concession cards
