FEES

Coastal Lakes Medical Practice now offers 100% Bulk Billing GP consults for ALL PATIENTS with a valid Medicare card.

Some procedures and Allied health services may incur a private fee.

Booking Appointment

Appointments can be booked in person, online using the “Book Now” button, or by calling the clinic.

Communication Assistance & Interpretation Services

Please notify our reception team upon arrival if you require assistance with communication. (eg. a translator). A phone interpreter may be available. If you require Auslan sign language interpreter during your appotintment please book online https://nabs.org.au/ or phone 1800 246 945

Patients Non-English speaking bachrounds are able to contact TIS (Translator interpreter services) 1800 555 660 or 131450 to book an interpreter. (private fee may apply)

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 tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevent doctor.

Facsimile

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

Computerised Records

Specific systems have been put into place to protect the privacy, security and intefrity of our patient records. All staff members are trained in computer security. IT support oversees the maintenance and secuirty 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. Coastal Lakes will attempt to contact you regarding any urgent results

Email Policy

We have recently adopated secure messaging via our clinical software. This software programs sends a secure email with a pincode. We request you download all attachments, delete the email as soon as possible to avoid any potential online security breaches.

Coastal Lakes Medical Practice take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation or on our new patient form

For all communication outside the software program which may contain sensitve data, we prefer not to communicate via emails.

Accessibility



We are committed to providing a welcoming and accessible environment for all patients and visitors. Our practice offers designated disability parking close to the entrance for easy access. The clinic is also fully wheelchair accessible, with no stairs throughout the practice to ensure convenient entry and movement for patients with mobility needs. If you require any additional assistance during your visit, our friendly team is always happy to help..

Confidentiality

All Members of Coastal Lakes Medical understand the importance of respecting confidentiality with the information they recive during their employment. Medical details will only be shared with fellow professionals outside the practice team with patient's informed consent.



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.