Doctors @ Nerang Mall

Effective 1st November 2025, Doctors @ Nerang Mall will fully bulk bill for all Medicare-eligible patients.

• Gap payments may exist for some services/procedures, please ask the reception staff about applicable fees.
• Patients without a current Medicare card are requested to pay at the time of consultation. Information on the current private fees charged is available at reception.
• Medical Reports and consultations concerning established Workers Compensation and Third-Party claims will be charged in accordance with the AMA Fee List.

We pass on transaction fees for card and digital payments: 2.0% for American Express and Diners Club, 1.5% for Visa and Mastercard (credit), and 0.7% for Visa and Mastercard (debit), with no surcharge for EFTPOS or cash payments. We do this in line with the RBA rules.

CANCELLATION AND NON-ATTENDANCE FEE

We understand situations may arise where you are unable to attend your scheduled appointment. If this occurs, we respectfully ask you to provide a minimum of 4 hours’ notice before your appointment by cancelling your appointment via our online booking system or phoning our practice. We will happily reschedule your appointment.

If you cancel within the 4 hours or do not attend your scheduled appointment, a non-attendance fee of $40.00 will apply. If you have a cancellation fee, it will require payment before you can schedule another appointment.

Our doctors want to be available for your needs and the needs of all our patients. When a patient does not attend a scheduled appointment, another patient loses the opportunity to be seen.

Thank you for being a valued patient and for your cooperation with this policy.

Home visits may be requested in exceptional circumstances where the patient is unable to get to the practice because of his/her condition. Please phone the practice on (07) 5527 4800. If a doctor is unable to attend one of our nurses will suggest an alternate system of care.

We ask that patients make a booking ONLINE when possible, though every effort will be made to fit patients in when possible.

Our standard appointment types have specific time allowances, so please book a longer consultation if required to be fair to other patients. This approach helps us maintain our commitment to providing each patient with the attention they deserve. Additionally, we appreciate your punctuality for appointments. Please note late arrivals may not be seen during busy periods.

We do standard 10-minute appointments. Some services like pap smears, health assessments, skin checks, or if you have a number of complex concerns to discuss with your GP, may need longer appointments. Please inform the receptionist at the time of booking your appointment if a longer appointment is required, or book a 20 minutes appointment online with your treating GP.

Test results are only given to the patient concerned by a doctor. However, you will generally be asked to make an appointment with your doctor to follow up.

Medical Certificates can be provided by your doctor following a consultation, unfortunately they cannot be backdated. Please try to present early in your illness should you require this service.

Telehealth consults are available subject to the Telehealth eligibility criteria for Medicare card holders and can be booked by calling our practice.

The practitioners adhere to the AMA code of Ethics regarding Privacy and Confidentiality, please be assured that your medical records and consultations are kept in the strictest confidence.

Please ask the reception team for a ‘transfer of medical records’ request. This can then be provided to your previous practice / doctor.

In accordance with the Department of Health COVID-19 guidelines, we have implemented strict distancing and hygiene measures within the practice. Therefore, we encourage you to call reception and notify them you will be coming in for a pathology test. This enables them to triage you over the phone prior to your arrival.

Workcover patients will be treated the same as regular patients. Please notify our receptionist that you require a work-cover initial consultation, you can also book your work-cover appointment online on our website. We do prefer you to make a face-to-face consult, so the GP can view the injury, provide minor surgery care if necessary, or refer you for a radiology screening, and start a Claim Application for Queensland Work-cover.

Specialists typically require a referral letter from a GP. Please make an appointment with a GP first to ask about a referral letter; your GP will advise you accordingly. Please note, specialist referrals cannot be backdated, and you will need to discuss with your specialist any charges with them directly.

Our communications Policy details how and when we receive and return telephone calls and electronic communication.

We will not disturb a doctor during a consultation. We will let the doctor know if a patient has contacted the practice for them and will respond appropriately.

Please note emails are there for administrative purposes. We will not disclose personal information over email and will not use this method to book or cancel appointments.

We may get in touch with you via SMS or email to update you with general information about our practice or health services for your information. Any generic email communication to you is done using only a name and email, for the purposes of these communications, please be advised that no further information is stored.

If you are unsatisfied with any aspect of our practice or your consultation, complaints can be made by completing a ‘complaint form’ available at the reception desk. Once completed can be handed over or emailed to the practice manager for record purpose and resolution. You can also ‘LEAVE FEEDBACK’ using the link below. We believe that problems are best dealt within the practice. However, if you feel there is a matter you wish to take outside the practice, you may contact the QLD Office of the Health Ombudsman on 133 133 646.