Our Services

Mittagong Doctors is bound by the Privacy Act 1988 and complies with the Health Records and Information Privacy Act 2002 No 71. All patient information is private and confidential, and disclosure to family, friends, staff or others without the patient’s approval or as legally directed is prohibited.

First appointment

If you are a new patient, please bring the following to your first consultation:

New patient form
A valid Medicare cards
Valid OSHC/OVC membership details
Workcover patients will need to inform their employer and bring that employer’s contact details for verification to arrangepayment

Help us eliminate waiting times by arriving at least 5 minutes before your consultation.

Home Visits

Visits can be arranged in certain circumstances with a pre-booked arrangement with the doctor on call.

Please contact the receptionist to discuss your needs. Remember, always call the ambulance service on 000 if you are experiencing severe pain or illness at any time.

Fees

Mittagong Doctors is a mixed billing practice. Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at consultation by cash, credit card or EFTPOS.

BULK BILLING IS AVAILABLE to eligible patient groups for most of the consultation types:

New patient form
A valid Medicare cards
Valid OSHC/OVC membership details
Health Care Card holders
Pensioner Concession Card holders

Policies

Accepting New Patients

Yes, we are accepting new patients. Click BOOK NOW button and select new patient. Bring a valid Medicare card for Medicare rebate and a Photo ID to verify your identity. Medicare card and a photo ID is mandatory for every consultation. Same day appointments are available on most days. We recommend you to book an appointment in advance where possible. Walk -ins acceptable for medical emergencies.

Booking Appointments

Appointments may be booked in person or by calling 02 4861 0200, Monday to Friday 09:00 am – 05:00 pm and Saturday 09:00 am – 02:00 pm Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.

Face to Face Consultations

Mask is mandatory to enter the premises. We have introduced the below guidelines to protect patients from catching COVID virus and hospitalising. So, please wear a MASK before entering the premises and while you are inside.

Patients with COVID Symptoms

All our existing patients are requested to book a telehealth appointment if you have a cough, cold, sore throat or fever. This condition of entry applies to fully vaccinated residents also. Book a telehealth appointment if you have tested POSITIVE to COVID 19 in the past 7 days. (Mittagong Doctors is a high risk setting with immunosuppressed, elderly and babies).

Communication Assistance

Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945

Correspondence

Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.

Facsimile

Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.

Computerised Records

Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.

Results

A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Mittagong Doctors will attempt to contact you regarding any urgent results.

Telephone Enquiries

We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.

Interpretation Service

Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131450 to book an interpreter. (Private fee may apply)

Email Policy

We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a pincode. We request you down breaches. Mittagong Doctors take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation or new patient registration form. For all communications outside the software program which may contain sensitive data, we prefer not to communicate via emails. If you request a copy of medical information, you will be asked for a fax number, postal address (for registered mail) or to pick up from the Mittagong Doctors.

Additional Information

Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.

Smoking Policy

This practice has a strict no-smoking policy.

Complaints

We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.

If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.

However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.

Confidentiality

All members of Mittagong Doctors understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.

Afterhours Consultations

If you need medical care and Mittagong is closed, please visit Health Direct (all other states) – 1800 022 222. Please call 000 or visit Bowral and District Hospital 97-104 Bowral Street, Bowral 2576. Please dial 02 4861 0200.