Practice Policies

Repeat prescription requests

For all over-the-phone requests for repeat prescriptions, please allow at least 3 business days of turnover time. Our Doctors reserve the right to refuse to issue a script without an appointment.  

Transfer of medical records requests

The doctors and centres possess ownership of medical records, and we will endeavour to assist patients in accessing and transferring medical records where possible and in accordance with the privacy legislation. All requests for medical records transfer are evaluated by your usual Doctors and it is at their discretion that they may be released.

If you would like to request a copy of your medical records please do so in writing with your full name, date of birth, signature and contact details. A medical practitioner, solicitor or insurer may request records on your behalf but we will only accept written requests that include your written consent. Please note that it may take from at least 10-45 business days of turnover and processing time for the release of records requests, depending on the records size and nature of the matter. 

Please note that a variable charge may be payable to cover associated production and administration costs. 

Filling Out a Medical Form

Confidentiality Statement

All staff across our centres completely abide by the Privacy and Personal Information Protection Act 1998 and Health Records and Information Privacy Act 2002. We will not disclose your personal health information to any third party unless:

  • You have consented to the disclosure; or

  • This disclosure is necessary because you are at risk of harm without treatment and you are unable to give consent - for example you might be unconscious after an accident; or

  • Your doctor is legally obliged to disclose the information (eg, notification of certain infectious diseases or suspected child abuse, or a subpoena or court order); or

  • There is an overriding public health and safety interest in the release of the information.


This is one of the reasons why, except for under exceptional circumstances pre-arranged with the doctor, the practice is unable to give out test results over the telephone.

Doctor Taking Notes

Concerns or Complaint Management

The Management Team takes complaint or concerns from our patients seriously. If any of our staff or health care professionals fail to meet your expectations, we invite you to share your concerns regarding treatment, patient safety and quality of care.


You may voice concerns by:

- Speaking to our Practice Managers

- Speaking to one of the Doctors

We encourage you to resolve complaints/concerns immediately at the time of service. If you feel that any of your concerns/complaints have not been resolved to your satisfaction, you may contact Health Care Complaint Commission on 1800 043 159.