FAQ

• Mixed Billing: A billing system where some services are bulk billed to Medicare, and others incur an out-of-pocket expense.
• GAP Fee: The difference between the Medicare rebate and the fee charged by the practitioner, which the patient pays out-of-pocket.

Policy

Lakeside Medical Practice Warilla is committed to providing high-quality healthcare while maintaining financial sustainability. Our mixed billing policy includes both bulk-billed services and services that attract a GAP fee, depending on the nature of the consultation, the patient's eligibility, and the treating doctor's discretion.

Billing Structure

Lakeside Medical Practice Warilla employs a mixed billing system.

Bulk-billing is available for eligible patients, including:

• Children under 16 years of age
• Pensioners
• Health Care Card holders
• Veterans Affairs cardholders
• Aboriginal and Torres Strait Islander

Other Bulk Billed Services

• GP Management Care Plans
• Mental Health Care Plans
• Health Checks
• Public Vaccines
• Holter Monitor
• Blood Pressure Monitor
• Echocardiography
• Nurses consult
• Midwife consult
• Podiatrist appointment under a care plan
• Dietitian appointment under a care plan
• Physiotherapist appointment under a care plan

All other patients and services may incur a GAP fee for services.

GAP Fee

• The GAP fee is the difference between the Medicare rebate and the total fee charged by the practice.
• The specific GAP fee amount will be communicated to the patient prior to the consultation or treatment.
• Patients are required to pay the Medicare fee plus the GAP fee at the time of service.

Procedures

Informing Patients

• Reception staff will inform patients of the billing policy when they book an appointment.
• Clear signage regarding the billing policy and GAP fees will be displayed in the reception area and on the practice’s website.
• Written information on the billing policy will be available upon request.

Billing Process

At the time of the appointment, reception staff will:

• Confirm the patient’s eligibility for bulk-billing.
• Process the Medicare claim for bulk-billed services.
• Process the payment of any GAP fee using the practice’s Tyro billing system.

Payment Methods

The practice accepts various payment methods, including:

• Cash
• Credit/Debit cards

Receipts and Invoices

• Patients will be provided with a receipt for any payments made.
• Detailed invoices will be available upon request.

Exceptions

•  In certain circumstances, practitioners may choose to bulk-bill a service that would typically incur a GAP fee. Such decisions are at the discretion of the practitioner and should be documented.

Complaints and Feedback

• Patients who have concerns or complaints regarding the billing policy or GAP fees are encouraged to speak with the Practice Manager.
• Formal complaints can be submitted in writing and will be addressed promptly according to the practice’s complaints handling procedure.

This policy outlines the appropriate use, management, and security of email communication at Lakeside Medical Practice to ensure safe, respectful, and confidential interactions with patients, staff, and third parties. It supports compliance with RACGP Standards, privacy legislation, and best practice guidelines for secure information exchange. This policy applies to all staff, contractors, and healthcare providers using email for clinical or administrative

purposes at Lakeside Medical Practice.

General Principles

• Email is not the preferred method for urgent or emergency communications.
• All email communications must comply with the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs).
• Email correspondence should maintain a professional tone and adhere to our standards of respectful and culturally appropriate communication.

Patient Email Communication

Patient Consent

• Email communication with patients will only occur if the patient has provided documented informed consent.
• Patients must be informed about the risks of unencrypted email, including the possibility of interception.

Information Sent by Email

Emails may be used to send:

• Appointment reminders (if opted-in)
• Health education materials
• Administrative forms or documents
• Non-sensitive follow-up information

Clinical information, test results, or referrals will only be sent via email if:

• Consent is documented
• The email address is verified
• The message is de-identified or password-protected where appropriate

Patient Responsibility

• Patients are advised to check their email regularly.
• They are encouraged to notify the practice of any changes to their email address.

Practice Responsibility and Procedures

Checking and Responding to Emails

• Emails to the practice are checked at regular intervals throughout the business day by designated administrative staff.
• All incoming patient emails are acknowledged within one business day, with clinical matters triaged or referred to the appropriate provider.

Outgoing Emails

All outgoing emails must:

• Include the practice’s email disclaimer
• Be sent using the official practice email account
• Be recorded in the patient’s medical file, where appropriate

Security Measures

• Practice computers and email systems are protected by anti-virus software, firewalls, and secure access protocols.
• Staff must not use personal email accounts for practice-related communication.
• Emails containing sensitive or confidential information should be encrypted or password-protected where feasible. 

This policy outlines the appropriate use of social media by staff, contractors, and healthcare professionals at Lakeside

Medical Practice. It aims to protect patient privacy, maintain professional standards, and promote a positive and

trustworthy online presence.

This policy applies to:

• All team members, including clinical and non-clinical staff
• Students, contractors, and volunteers
• Both personal and professional use of social media platforms (e.g., Facebook, Instagram, LinkedIn, X/Twitter, TikTok, YouTube)

General Principles

All online conduct must be professional, respectful, and culturally appropriate.

Team members must not post, share, or comment in a way that could damage the reputation of Lakeside Medical Practice, its patients, or staff.

All online activity must comply with:

• Privacy Act 1988 (Cth)
• AHPRA Social Media Guidelines
• RACGP Standards
• Code of Conduct for Health Workers (NSW)

Official Practice Social Media Accounts

Content Management

The Practice Manager or delegated staff are responsible for creating, reviewing, and publishing content.

Content may include:

• Health promotion information
• Practice updates (e.g., new services, hours)
• Staff introductions
• Public health alerts

Community Interaction

Lakeside welcomes patient engagement but reserves the right to hide, delete, or report comments that are:

• Offensive, abusive, or defamatory
• Spam or promotional in nature
• Health complaints better addressed offline

Social media pages are not monitored for urgent clinical enquiries.

Personal Use of Social Media by Staff

Professional Boundaries

• Staff must maintain clear boundaries with patients online.
• “Friending” or following patients on personal accounts is strongly discouraged.

Confidentiality and Privacy

• Do not post any identifiable patient information, even with consent.
• Do not discuss patient cases, staff matters, or internal operations on personal accounts.

Representing the Practice

• Staff must not represent themselves as speaking on behalf of the practice unless formally authorised.
• Personal posts must not use the practice logo, branding, or imagery without approval.

Prohibited Social Media Activity

Staff must not:

• Share or discuss confidential or sensitive workplace matters
• Post photos taken within the practice without consent
• Disclose information gained through employment at Lakeside
• Make unsubstantiated health claims or advice
• Engage in online arguments or negative commentary involving the practice, patients, or colleagues

Breach of Policy

Any breaches of this policy may result in:

• Disciplinary action, up to and including termination of employment
• Referral to AHPRA (for registered practitioners)
• Legal consequences for defamation, privacy breaches, or professional misconduct

In most circumstances, patients are required to attend for repeat scripts as this is best practice for optimum medical care. If arrangements are made with your doctor, repeat prescriptions may be prepared without a consultation with at least a 24-hour notice.

Test results may be available by telephone after review by the general practitioner. Results will only be given to the patient or authorised person.

In the event of an abnormal test result, patients will be contacted by SMS, mail or telephone to arrange an appointment with their treating doctor.

In many cases, the receptionist can assist you with your enquiries. If not, the doctor will endeavour to return your call as soon as possible.

Our practice offers a registered nurse clinic service on Monday to Friday between 8:00 AM and 4:30 PM by appointment with our Registered Nurses Silvia Dawson & Pilar Otero.

Our practice offers an antenatal shared care program on Friday by appointment with Megan Arnold, Midwife and Registered Nurse, along with your treating doctor. This is run in conjunction with Wollongong Hospital.

Megan is also qualified to conduct Well Women’s Screens and may assist you with your women’s needs, i.e. pap smears and breast checks.

If you have any suggestions or are unhappy with the service we provide, please direct these issues to the practice manager or your general practitioner. There is a suggestion box located at reception. We aim the make practice improvements following your feedback of which a list is available for your perusal.

Log into your HotDoc account, view your account details and update as required

If you would like to read more about how HotDoc handles security as well as your personal information, please view our security page and our privacy policy.

To see how our financial providers handle security and privacy, please view the links below:

Stripe Security / Stripe Privacy

Pin Payments Security / Pin Payments Privacy

Spreedly Security / Spreedly Privacy

can also check out our payment security FAQs for more information:

• Payments Security FAQs
• Patient Privacy and Security

Our doctors can provide home visits where it is deemed a patient is unable to attend the practice. However, this is impacted by the distance from the practice and by the staff available each day. Home visits are decided on a need’s basis.

Our practice offers over 75 annual health checks and ATSI health checks by appointment with one of our Registered Nurses.

Please contact the practice to cancel or reschedule your appointment at least one hour prior to your scheduled time. Failure to do so may result in a cancellation fee of $20.