FAQ

The purpose of this policy is to outline the billing procedures at Lakeside Medical Practice Warilla, ensuring transparency, consistency, and compliance with Medicare Australia requirements. The policy provides clear guidance for staff and patients regarding bulk billing, private billing, and procedural billing arrangements.

Policy

Lakeside Medical Practice Warilla is a bulk billing practice for all standard consultations. This means that patients with a valid Medicare card will not incur any out-of-pocket expense for eligible consultations.

However, medical procedures, treatments, and non-Medicare services attract a private fee and may incur a gap payment to cover consumables, equipment use, and practitioner time not reimbursed by Medicare.

Billing Categories

1. Bulk Billed Services

The following services are bulk billed to Medicare when a valid Medicare card is presented:

• Standard GP consultations (Levels A–D)
• Chronic Disease Management plans and reviews
• Mental Health Management plans
• Health Assessments (where eligible)
• Immunisations (excluding private vaccines)
• Telehealth consultations (for eligible patients)
• Care coordination and follow-up for recall/review
• Dressings
• Ear syringing
• ECGs, Echocardiography, Holter Monitor & 24Hr Blood Pressure Monitor
• All Allied Health services under a care plan

2. Privately Billed Services (Gap Payment Applies)

The following services are privately billed and attract an out-of-pocket gap fee:

• All minor surgical procedures, including:

• Skin excisions and biopsies
• Wound repairs (sutures, glue, or clips)
• Abscess incision and drainage
• Ingrown toenail removal
• Cryotherapy for multiple lesions
• Implanon and IUD insertion/removal

• Workers’ Compensation, Insurance, and Pre-employment medicals

Procedure

1. Patient Communication

• Reception staff must inform patients at the time of booking or arrival that:

• Standard consultations are bulk billed for Medicare cardholders.
• Procedures and non-Medicare services attract a private fee with a gap.

• Fee schedules for procedures are displayed at reception and available upon request.

• Patients are informed of any potential out-of-pocket cost before the service is provided.

2. Billing and Payment Process

• Medicare card validity is verified before processing a bulk bill.

• For private billings:

• The total fee is paid upfront.
• The Medicare rebate is processed electronically via Tyro, and the patient’s rebate is returned instantly to their nominated account.

• All billing entries must accurately reflect the clinical service provided and comply with Medicare item number definitions.

3. Receipts and Documentation

• Patients receive an itemised receipt for all privately billed services.

• All billing details are recorded in the clinical software (e.g., Best Practice/Pracsoft).

• Staff must ensure billing notes correspond with the clinical notes.

4. Non-Medicare Eligible Patients

• Patients without a valid Medicare card are charged private rates for all consultations and procedures.

• Fees must be paid in full at the time of service.

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. If the result is urgent, one of the doctors will contact you immediately, or our reception team will call you to book an appointment without delay.

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. A suggestion box is located at reception for your convenience.

We also provide a QR code in the waiting room and other common areas which you can scan to submit feedback or a complaint securely. The link is also available on our website under the Contact section.

We are committed to practice improvements and regularly publish a list of changes made based on patient feedback, available for your perusal at reception.

If you wish to escalate an issue beyond the practice, you may contact the Health Care Complaints Commission (HCCC):

• Phone: 1800 043 159
• Email: hccc@hccc.nsw.gov.au
• Website: www.hccc.nsw.gov.au

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.

Lakeside Medical Practice Warilla

At Lakeside Medical Practice, we are committed to protecting your privacy and upholding your right to access your personal health information. In line with the RACGP Standards for General Practices and the Privacy Act 1988 (Cth), you are entitled to request access to your health records held by our practice.

Your record may include personal information, medical history, test results, consultation notes, referral letters, treatment plans, and other relevant documentation created during your care with us.

To access your records, please follow these steps:

1. Submit a Written Request

Complete our Patient Health Information Access Request Form, available from reception.

2. Provide Valid Identification

You will need to provide photographic ID or other verification to confirm your identity.

3. Authorised Representative Requests

Requests made on behalf of another person must be accompanied by legal documentation (e.g., guardianship, power of attorney).

We will process your request and provide access to your records within 7 business days of receiving your completed request and identification.

If you are transferring your care to a new practice, your new practice must provide us with a signed transfer request and patient consent form.

A transfer fee applies to cover the administrative time required to prepare and send the records to the new practice.

Fees and Charges

• Record Transfers to Another Practice: Subject to a flat $55 administrative fee. You will be informed of the amount prior to release.

• Individual Document Requests: Charged based on the number of pages, in accordance with the NSW Government Health Records Access and Fees Guidelines.

• Electronic or Printed Access: Fees may apply depending on format and delivery method.

Please speak to our admin staff for a full breakdown of applicable fees.

• Third-Party Documents: We are not permitted to release third-party documents, including specialist letters and reports. These must be requested directly from the relevant specialist or external provider.

• Legal and Privacy Restrictions: Access may be denied if it could pose a serious threat to someone’s health or safety, or if it would unreasonably affect the privacy of others. If access is denied, we will provide a written explanation.