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CALL US NOW :

(02) 4946 9022

MAILING ADDRESS :

reception@valentinehealthcare.com.au

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FAQs

What is the nature of the engagement between doctors and the practice?

In Australia, over 95% of general practices operate on a subcontractor model, where general practitioners (GPs) are independent healthcare providers who utilize the practice’s facilities and administrative support. Registrars in training are employed on a short-term basis by their respective training colleges but maintain clinical autonomy under the guidance of their supervisors. The practice functions as a service provider, responsible for staffing, premises, and administrative operations. Each GP operates independently, setting their own consultation fees and retaining full responsibility for patient care, including medico-legal obligations. While the practice provides support, it does not dictate clinical decisions, working hours, or rostering arrangements.

As independent practitioners, GPs have the autonomy to determine their own billing structures. While many doctors align their fees for consistency, variations may occur—including differences in bulk-billing practices. Patients are encouraged to discuss fees directly with their preferred GP if they have specific billing preferences or financial concerns.

To manage high call volumes efficiently and ensure prompt service, our appointment bookings are primarily handled by a dedicated call centre. This system allows our onsite staff to focus on patient care while maintaining smooth administrative operations.
The call centre staff are direct employees of the practice, fully trained in privacy compliance under Australian law. They handle administrative tasks only and are not involved in clinical matters. Patients who prefer to speak with onsite staff can do so by selecting the appropriate phone menu option or booking online.

Telecommunication disruptions can occur due to technical issues with service providers or telecommunication infrastructure. While we strive for reliable connectivity, resolution times depend on external providers. We appreciate your understanding and are committed to minimizing any inconvenience.

Appointments are only cancelled due to GP unavailability, illness, or at the doctor’s request. If a cancellation is necessary, you will be notified promptly and offered alternative arrangements, including rescheduling or a phone consultation where appropriate.

Yes. Patients who prefer to speak with onsite staff can do so by selecting the appropriate option during the call or by booking appointments online.

We communicate appointment changes via SMS or phone call at the earliest opportunity. If you have not received confirmation, please contact the practice directly for verification.
We take all concerns seriously and encourage open feedback. Complaints are addressed professionally to ensure a respectful and supportive environment for both patients and staff. Please send us an email on provided email on website

If your GP is delayed or unexpectedly unavailable, we will notify you as soon as possible and offer alternative options, such as rescheduling or a consultation with another available doctor.

Please inform reception or your GP if your situation is urgent or sensitive. We prioritize such cases to ensure timely and confidential care.
A temporary hold secures your appointment and helps reduce no-shows. No funds are deducted—the hold is released after attendance. Bulk-billed patients can avoid this by booking via phone.
In rare cases, technical errors may occur. We conduct thorough reviews of such incidents. You will receive an SMS reminder prior to your appointment; if you do not, please contact us to confirm.

Contact the practice immediately. We will investigate and prioritize rescheduling if required.

Yes. We proactively notify patients of any changes. You may also verify your appointment by calling the practice.
While the system may request card details to secure the booking, bulk-billed patients will not be charged. Any hold is released within three business days.
Online booking is optional for patient’s convenience. You are welcome to call the practice directly to schedule appointments.
Contact the practice for assistance. Your GP oversees result management and will communicate findings directly.
Records are securely transferred onto an encrypted disc and sent via registered post. In some cases, practice staff may personally deliver them to the post office to ensure prompt handling. Alternatively a secure digitised link is also used on patient’s preference
Confirmation ensures appointments are utilized effectively, reducing missed opportunities for other patients. SMS reminders are sent in advance, and cancellations within four hours (or via email for early appointments) avoid fees.

A cancellation fee applies if an appointment is missed or cancelled within four hours to compensate for the allocated time. This fee may be waived at the discretion of your GP upon request. You can email us if you can’t reach our practice /after hours

This fee covers:

Staff time:Compiling records, consulting with GPs, and ensuring accuracy.
Secure transfer:Encrypted disc or digital transfer via registered post.
Long-term storage:Legal obligations require records to be retained for 7+ years (25+ for minors), incurring ongoing data security costs.
Health summaries are provided within 24 hours of the request and is free. Unfortunately, no Medicare rebate or pension concession applies.