Feedback & Complaints
At Sydney Integrative Medicine we strive to ensure that your visit to us, from start to finish – is of the highest standard we can provide. In the instance where you feel that your experience was not entirely as expected, we have a feedback & complaint process in place.
You can make your concerns known by contacting the practice manager directly in person, by phone or email. All issues raised are treated confidentially.
Should you not be satisfied with our internal processes you can contact the Health Care Complaints Commission to take the matter further.
Health Information Management Policy
Your records and personal information are never released without your express permission. If you require any/all of your record to be transferred to another practitioner please arrange this by calling the clinic on (02) 9332 0400.
Occasionally, when we refer you to another provider for collaborative care, we may need to release certain information pertinant to your condition.
From time to time you may need to contact your practitioner to seek clarification on a particular healthcare issue, or to provide further details about your condition. You may do this in several ways – email, telephone or letter. Your message is passed onto the practitioners as soon as it is received, and depending on the availability for a response, you should expect to hear back from us within 24-48 hours.
If you would like to send an email to your practitioner, please do so by addressing it to firstname.lastname@example.org. To minimise delays we ask that you include the name of the intended recipient in the header of the email.
Confidentiality & Your Patient Record
Your Personal Health Information and Medical Record may be collected, used and disclosed for the following reasons:
For communicating relevant information with other treating doctors, specialists or allied health professionals for follow up reminder/recall notices Accounting/Medicare/Health Insurance matters Quality assurance activities such as Accreditation For disease notification as required by law (Eg infectious diseases)For use by all practitioners in this group practice, when consulting with you for legal related disclosure as required by a court of law (Eg subpoena, court order, suspected child abuse)for research purposes (De-identified – meaning you are not able to be identified from the information released)
If you have any concerns or wish to restrict access to your personal health information please discuss these with your doctor or the Practice Manager. This practice adheres to principles of the RACGP Handbook for the Management of Health Information in Private Medical Practice and has a written policy (which is available to all patients for inspection).
After Hours Care
If you are a regular patient of our practice and require an urgent, out of hours visit please contact the Eastern Suburbs Medical Service on 1300 729 749.
Sydney Integrative Medicine is a private clinic and as such all accounts must be settled at the end of your consultation. From Thursday 22nd May 2014, consultation fees are as follows:
Standard Appointment – $100.00 (Medicare rebate is $36.30)
Long Appointment – $190.00 (Medicare rebate is $70.30)
Prolonged Appointment – $270.00 (Medicare rebate is $103.50)
NB: New patients to Professor Kerryn Phelps are booked for 1 hour and the initial fee is $400.00. New patients to Dr’s Lee, Norris and Yeo are booked for 1 hour at a cost of $350.00.
We encourage our patients to register their bank account details with Medicare to allow for prompt reimbursement of the medicare rebate to the nominated bank account. Patients can register online with Medicare or click here to download the form.
We accept Cash, Cheque, EFT and Credit Cards. PLEASE NOTE that a 1% surcharge applied to all credit cards used
Sydney Integrative Medicine also offers patients telephone consultations, or via Skype (Should your GP feel that this method is appropriate). The fees for these kind of appointments are in line with our clinic fees as shown above. Please note that no Medicare rebate applies for Telephone and Skype consultations.
Patients are seen by appointment only. For emergency matters please contact the clinic on (02) 9332 0400 to discuss your situation. We will endeavour to assist you where possible at all times.
We strive to provide our patients with the best possible care, and as such we may have a waiting time for an appointment with your requested GP. Because of this, our practice policy requires patients to provide us with 24 hours notice for cancellations so that we can offer the appointment to someone else. The full fee is charged to patients who do not provide us with the required notice period.
Zero Tolerance Policy
This Practice has a ZERO TOLERANCE policy for abusive or threatening behaviour directed against staff or patients. This includes shouting, swearing, threats, name calling, racist comments, inappropriate gestures and consistent behaviour considered to be in a harassing manner. WITHOUT EXCEPTION those who abuse will be required to leave the clinic immediately and transfer their medical care to another practice.
Sydney Integrative Medicine is open Monday to Friday, from 8:00am to 6:00pm. We also open on Saturday mornings from 8:30am to 1:00pm and Sunday mornings from 9:00am to 12:00pm
Prescriptions & Referrals
Our practitioners have a legal obligation to ensure that medications and referrals are provided in an appropriate, and necessary manner. For this reason we do not issue prescriptions and referrals outside of a consultation with the doctors. If you require repeat prescriptions or referrals, please make an appointment to have these prepared for you.
Medications, even long-term ones – should be monitored regularly to ensure that they are still appropriate for your health and well being.