Frequently Asked Questions

We are a Bulk Billing practice. We bulk bill all patients who have a current Medicare card. Please provide your Medicare card, pension, DVA or concession card to reception staff on arrival.
Certain medical procedures or nursing interventions may incur a fee, including to concession card holders.

We expect payment upon completion of your medical procedure. You can pay with cash, credit card or EFTPOS.

We offer “on the day” appointments which are opened at 8am each day, these are limited in number and availability is not guaranteed.
Appointments for urgent matters are arranged on a case by case basis, if required reception will direct you to the hospital. For routine matters, the wait for an appointment varies. If you want to see a particular doctor or need a particular time slot, it may take a week or two until a suitable appointment is available. North Coast Health Connect is contactable on 1800 198 888 – to speak to a Registered Nurse.

A standard appointment is 15 minutes. Please ask the receptionist to book a long consultation if you need a general check-up, have more than one problem to be dealt with or need a mental health consultation. If the doctor has asked you to arrange an appointment for a procedure, they will indicate how long a booking will be needed.

We understand that sometimes circumstances change and you may not be able to keep your appointment. Please let us know as far ahead as possible so that the appointment can be allocated to another patient. Patients who repeatedly make an appointment and then do not arrive may incur a failure to attend fee and additional appointments may be at the discretion of the doctor.

Yes. We request that you make an appointment with your GP at least one week prior to your specialist appointment so your GP can write a letter containing all relevant information. Prescriptions usually last 3 to 6 months, so that necessary checks can be done before you continue. *It is important that when you fill the last repeat you make an appointment with your doctor so that a new script can be provided in a timely way. A medical certificate states that a doctor has seen you and that you are either fit or unfit so you do need to be seen if you require a medical certificate.

We try hard to keep to time, however injured or unexpectedly ill patients can and do cause delay. You can help too – please ask the receptionist to book a long consultation if you need a general check-up or have more than one problem to be dealt with. Many of our doctors are also on call for the local hospital and this in turn can make some doctors session run behind schedule.

You can get your results over the phone by making Phone Appointment with your Doctor, who can discuss your results with you. Test results cannot be given over the phone by reception. If your results have been reviewed by your Doctor, there may be an option to provide this information. Otherwise you will be required to make an appointment with your Doctor

Due to the current COVID-19 climate, we are able to offer phone consultations for patients that have seen a doctor (face to face) in the clinic within 12months. Please note that the option for phone consultations may be ceased without notice as per Medicare requirements.

Please let our receptionists know the general nature of the problem so they can direct your call to the appropriate area. A Registered Nurse may be available to discuss your issue or you will be advised to make an appointment with your Doctor.

Home visits are available to patients who meet a strict criteria and are at the Doctors discretion.

Our medical records are kept electronically, so whichever doctor or nurse you see can access your results to help manage your health. Results of blood and x-ray tests are sent to the practice electronically so they can be added accurately to your file. Many specialist letters are now also sent this way as are hospital discharge summaries. Paper letters are scanned so they can be stored electronically too.

We would like to improve our service. If you have any problems with our care, or wish to comment on any other matter please contact us. Experience has shown that if you have a problem with one of our doctors it is best to speak to him or her first. If you are still unhappy we would like you to write to: The Practice Manager Wollumbin Medical, 36 Wolumbin St, Murwillumbah NSW 2484 or email [email protected] (Attention: Manager). Should the matter not be resolved you may wish to contact the Health Care Complaints Commission at: Locked Mail Bag 18 Strawberry Hills NSW 2012. Or by phone on 0299 219 744