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CityNorth Medical Clinic – Privacy, Appointments & Communication Policy

CityNorth Medical Clinic is committed to providing accessible, professional and patient-centred healthcare. The following information outlines our policies regarding appointments, communication, patient follow-up and feedback.


Appointments

CityNorth Medical Clinic operates a scheduled appointment system. Patients can book appointments:

  • By telephone
  • Through our online booking system


We aim to accommodate walk-in patients wherever possible and make every effort to offer same-day appointments when clinically appropriate, subject to availability.


Urgent Appointments

Urgent medical concerns are assessed and prioritised according to clinical need.

  • Urgent concerns and emergencies are triaged by our practice nurse.
  • Patients requiring prompt medical attention are referred to a GP for assessment.
  • Patients presenting with acute symptoms are prioritised according to their clinical urgency.


For life-threatening emergencies, call 000 immediately.


Telehealth & Telephone Consultations

Telehealth and telephone consultations are available to existing patients of CityNorth Medical Clinic, subject to clinical suitability and applicable Medicare eligibility requirements.

  • Telehealth appointments are not available to new patients.
  • Suitability is assessed by our reception team or practice nurse, with clinical input where required.
  • The availability of Medicare rebates depends on the relevant Medicare requirements.
  • Some medical concerns require an in-person consultation.


To arrange a Telehealth consultation, please telephone the practice. Our team will advise whether a telephone or Telehealth appointment is appropriate for your needs.


After-Hours Care

Information about after-hours medical services is available:

  • From our reception team
  • On the CityNorth Medical Clinic website


Patients requiring medical attention outside normal operating hours should contact an appropriate after-hours medical service.


In a medical emergency, call 000 or attend your nearest Emergency Department.


Telephone Access

Our reception and nursing staff are available by telephone during normal practice operating hours.

  • Reception staff can assist with appointments and general enquiries.
  • Doctors do not routinely take general telephone calls.
  • Doctors will return calls when clinically necessary.
  • Emergency calls will be escalated immediately to a doctor or appropriate emergency service.


Email Communication

Email communication is reserved primarily for clinical correspondence, including:

  • Specialist referrals
  • Medical document exchange
  • Other appropriate clinical correspondence


Important information:

  • Emails are checked once daily.
  • Email is not suitable for urgent medical enquiries.
  • Appointments cannot be booked or changed by email, as availability may change before a response is received.


Please telephone the practice or use our online booking system to arrange an appointment.


Recalls and Follow-Up Appointments

A recall appointment may be arranged when your GP needs to discuss:

  • Pathology or diagnostic imaging results
  • Specialist reports or recommendations
  • Hospital correspondence
  • Ongoing medical conditions or treatment
  • Other matters requiring clinical follow-up


Where an in-person appointment is not possible, a Telehealth consultation may be arranged if clinically appropriate.


Preventative Health Reminder System

CityNorth Medical Clinic is committed to preventative healthcare and helping patients maintain their health and wellbeing.


With your consent, you may be included in our preventative health reminder system.


Reminders may relate to:

  • Routine health assessments
  • Recommended screening programs
  • Vaccinations and immunisations
  • Chronic disease management reviews
  • Other recommended preventative health services


We also participate in relevant state and territory health reminder programs.


If you do not wish to receive reminders, please inform your GP or our reception team.


Home Visits

Home visits may be available from your regular GP when clinically appropriate and medically necessary.


Availability depends on your GP's assessment, circumstances and practice arrangements.


Please contact reception to discuss whether a home visit may be suitable.


Complaints and Feedback

CityNorth Medical Clinic welcomes patient feedback and uses it to continually improve the quality of our services.


If you have a concern, complaint or suggestion, you can:

  • Speak directly with your GP.
  • Discuss your concerns with our reception staff.
  • Submit written feedback through our practice suggestion box.


All feedback and complaints are taken seriously and handled respectfully.


External Complaints – Health Care Complaints Commission (NSW)

If you are dissatisfied with the outcome of a complaint or prefer to raise your concerns with an independent organisation, you may contact the Health Care Complaints Commission (HCCC).


Health Care Complaints Commission

Street Address:
Level 13, 323 Castlereagh Street
Sydney NSW 2000


Postal Address:
Locked Bag 18
Strawberry Hills NSW 2012


Telephone:
1800 043 159 (Toll Free)
(02) 9219 7444


Fax:
(02) 9281 4585


Website:
https://www.hccc.nsw.gov.au/