Terms of Service

About Our Services

Sunrise Family Medical Centre is a general practice medical centre located in Werribee, Victoria. We provide comprehensive GP services including consultations, procedures, chronic disease management, and preventative health care.

All our standard services are 100% bulk-billed, meaning there is no out-of-pocket cost for Medicare-eligible patients. Some services, such as work-related documentation, may incur a fee.

Appointments & Attendance

Booking

• Appointments can be made online, by phone, or in person
• Walk-in patients are welcome and will be seen as promptly as possible
• We encourage booking for longer consultations to ensure adequate time

Cancellations

• Please provide at least 2 hours notice if you need to cancel or reschedule
• Repeated no-shows may result in restrictions on future bookings
• We understand emergencies happen and will always try to accommodate genuine situations

Late Arrivals

If you arrive more than 10 minutes late, we may need to reschedule your appointment to avoid delays for other patients. Please call ahead if you're running late.

Billing & Payments

Bulk Billing

We bulk bill all standard GP consultations for Medicare card holders. This means Medicare pays us directly and you pay nothing. You will need to present a valid Medicare card at each visit.

Non-Bulk Billed Services

Some services may attract a fee, including:

• WorkCover and insurance documentation
• Pre-employment medical assessments (employer-paid)
• Cosmetic procedures
• Reports and letters not for clinical purposes

We will always inform you of any fees before providing these services.

Patient Responsibilities

To help us provide the best care, we ask that you:

• Provide accurate and complete information about your health
• Bring your Medicare card, any referrals, and a list of current medications
• Inform us of any changes to your contact details
• Follow treatment plans and attend follow-up appointments
• Treat our staff with courtesy and respect
• Keep your children supervised in the waiting area

Unacceptable Behaviour

We have a zero-tolerance policy for aggressive, abusive, or threatening behaviour towards our staff or other patients. This includes:

• Verbal abuse, threats, or intimidation
• Physical violence or threatening gestures
• Discriminatory or offensive language
• Harassment of any kind

Such behaviour may result in immediate termination of your appointment and removal from our practice. Serious incidents will be reported to the police.

Medical Emergencies

Telehealth Services

We offer telehealth consultations via phone or video. By using telehealth, you acknowledge that:

• Remote consultations have limitations compared to in-person examinations
• You are in a private location suitable for a confidential consultation
• You will attend in person if your doctor recommends a physical examination
• Technical issues may occasionally interrupt the service

Feedback & Complaints

We welcome feedback to help us improve. If you have a complaint, please speak to our practice manager in the first instance. If you are not satisfied with our response, you may contact the Health Complaints Commissioner Victoria.

Changes to These Terms

We may update these terms from time to time. The latest version will always be available on our website and in our clinic. Continued use of our services constitutes acceptance of any changes.

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