Frequently Asked Questions

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New Fee Information

Mooloolah Family Clinic operates as a mixed billing clinic. Our doctors provide the most up-to-date information and treatment. A small out of pocket fee applies to all consultations (please see the fees list). All billing is at the individual doctor’s discretion. Please speak to your doctor if you have any financial difficulties or any billing questions prior to your appointment.

Bulk billing is available for children 15 years and under, pensioners, health care card holders, Commonwealth Seniors Card holders (not Qld Seniors) and DVA card holders. Patients 65 and older without one of these valid concession cards will only be bulk billed at their doctor’s discretion.

It is our aim to keep providing our community with exceptional care and ensuring that we continue to operate Monday to Fridays 8am to 6pm for your convenience.

New Patient Form

Mooloolah Family Clinic welcomes and accepts all new patients during the week. Please call us on 07 5494 7498 or book an appointment online via Hotdoc.

Appointments

We offer standard appointments for the majority of our consultations. If you feel your medical problem requires a longer consultation or if you have several issues to discuss please discuss making a longer appointment with the receptionist at the time of booking.

Telephone Appointments

Our practice is currently offering telephone consultations where appropriate for patients who have had a face-to-face consultation in our practice within the last twelve months. Please discuss this option with our receptionists who will advise if a telephone consultation is appropriate to your medical needs or if an in surgery appointment is required.

Telephone consultations may be billed at our usual surgery rates for a standard consultation. See our Fee Sheet.

This option is not available to new patients

Walk In Appointments

Walk ins are always welcomed and will be allocated the first available consultation. Walk in patients will usually be required to wait as patients who have booked appointments are given first priority unless your presentation is an emergency.

Patient Rights and Feedback

All the Doctors and staff at Mooloolah Family Clinic are committed to providing you with a high standard of patient care. However, we acknowledge that our patients have certain rights and we aim to support these rights as much as we can. If you feel we have not met your expectations, please contact our Practice Manager by phone on 5494 7498, alternatively, you can contact reception on reception@mooloolahfc.com.au

If you feel your matter has not been resolved, you can contact the Health Ombudsman on 133 646.

Missed Appointment

Mooloolah Family Clinic requests patients to cancel or rebook their appointments if they are unable to attend for any reason with no less than a 4-hour notice. Cancelled appointments with less than 4 hours’ notice may attract an $80 fee.

If you fail to cancel or attend your appointment you will be charged with a $80 non-attendance fee.

Results

Mooloolah Family Clinic highly motivates patients to follow up for their results, It is the policy of Mooloolah Family Clinic to have all patients return for a consultation for their results, as we believe this enables the disclosure of essential information and enables the doctor to provide an explanation and discuss any further treatment plan. Mooloolah Family Clinic doesn’t allow results to be given over the phone.

Electronic Communications

Electronic requests are handled by the Practice Manager for follow up with the GPs. Electronic requests can be sent via the form below – patients are advised that this facility is for incoming enquiries only as their confidentiality may be compromised. This also applies to information by fax unless we are assured that the information will be sent directly to a secure fax.

Patients are able to obtain advice or information related to their care by electronic means where the GP determines that a face-to-face consultation is unnecessary.

Medicare

Mooloolah Family Clinic offers Bulk Billing to eligible Patients under 16 and Concession Card holders, however, some services such as Commercial Driver’s Licence, Pre-Employment Medicals, Uber Driver’s Licence, Drug and Alcohol Testing, Cosmetic Procedures and some surgical procedures will attract a fee.

For further queries please speak to our Practice Manager or Senior Receptionist.

Communication / Telephone Policy

Calls from patients are not transferred to the Doctors at Mooloolah Family Clinic due to privacy. Staff will take your details and pass a message to your Doctor; the staff will only interrupt a consultation if the matter is urgent.
Doctor’s will return phone calls at their discretion or may request an appointment to be made.

Interpreter Services

Our practice offers interpreter services

TIS – Translating Interpreter Service – if prior notification is given at least 24 hours in advance of the appointment.
NABS – This is a free service for the deaf and blind and is for sign language users and health care providers.
NRS – This is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make, receive phone calls, NRS chat or sms relay.

Privacy Policy

Our practice adheres to the provisions under the Privacy Act 1988  with Amendments (Private Sector) Act and in line with the APP, therefore it is the policy of this practice to maintain security and confidentiality of personal health information at all times and to ensure that this information is only available to authorised members of staff.

The guidelines are available at https://www.oaic.gov.au/privacy/applying-privacy-law/app-guidelines

If you would like further information about this practices’ information handling procedures, please talk to your doctor or receptionist.

After Hours Policy

The National Home Doctor Service provides our after hours care. They bulk bill all Medicare Card Holders. See our Home Page for information

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