We are your partner in good health. Good partnerships are based on clarity and communication. We are always here to answer any questions you have. The common ones might be answered in our FAQs so read on…
Every Australian has access to subsidised healthcare through our Medicare system. However, most people want more than just access. They want connections with doctors they trust to do the right thing. They want a team who coordinates care. They want to be known, heard and engaged.
How we do that is outlined in our Patient Charter. We ask patients to be part of the care team because you know your health better than anyone else. Find out more about how you can work with us for better health by reading on.
Find answers to common questions about our services, appointments, and what to expect at Sandstone Healthcare.
Our Yeerongpilly clinic is wheelchair accessible via lift from the main entrance to the second floor.
If you have specific accessibility needs or questions about the clinic layout, please contact us before your appointment so we can ensure we can accommodate you comfortably.
Contact us and we’ll be happy to explain anything you’d like to know more about.
We maintain independent, evidence-based prescribing practices.We generally don’t allow pharmaceutical representatives to visit our practice. We make exceptions in cases where we believe it will genuinely benefit patient care – for example, when a representative is explaining a specific medical device or technique.In these situations, we do not accept free meals or other gifts.
Before some appointments, you may receive a message with a link to complete a pre-consultation questionnaire called Better Consult.This secure online form asks questions about your symptoms, medical history, and current medications. Your answers are sent directly to your doctor and become part of your medical record, helping them prepare for your appointment.Better Consult makes consultations more efficient and systematic. Rather than spending time gathering basic information, your doctor can focus on discussing your concerns, treatment options, and answering your questions.The system is private and secure, with your data stored on Australian servers. Completing the questionnaire is optional, but most patients find it helpful.
Yes. We take the protection of your personal and medical information seriously.Our privacy policy explains how we collect, use, store, and protect your information. It also outlines your rights to access and correct your health records.Read our Privacy Policy and our practice policies.
We contribute de-identified data to government-funded organizations that plan healthcare services for our region. This helps determine what services our community needs.We also use de-identified data to compare our care quality with other practices and identify areas where we can improve.Your individual privacy is protected – the data is de-identified, which means it cannot be traced back to you personally.You can opt out of data sharing programs at any time without affecting your care.READ MORE about our policies regarding your medical records.
We use AI scribe software called Lyrebird to help document consultations.This Australian-made software complies with medical privacy standards and creates higher quality medical notes. More importantly, it allows your doctor to spend more time talking with you rather than typing into a computer.The system also makes it easy to generate a summary of your visit, which we can email or print for you if you’d like.If you’re not comfortable with the AI scribe or have questions about it, just let us know when you book or at the start of your appointment. You can opt out at any time.
We’re a private billing practice because it allows us to provide the kind of care we believe makes a real difference.Medicare funding doesn’t adequately support the longer, more comprehensive appointments needed for complex health issues, persistent pain, and chronic conditions. Private billing gives us the time to properly understand your health concerns and work with you on meaningful solutions.Our fees are generally below the AMA recommended rates. You can review our full billing schedule and speak with our Practice Manager if you have questions about costs or payment options. See our FEE SCHEDULE for more information.
MyMedicare is a voluntary registration program that links you with our practice as your regular healthcare provider.Registering gives you access to longer telephone consultations with your GP and helps us provide better continuity of care.You can register in three ways:Online through myGov: Sign in to your myGov account, select Medicare, then select “View MyMedicare.” Search for our practice and select your preferred GP, then complete the registration.Through our practice: We can start your registration for you, which will send a notification to your myGov account for you to complete. Just ask our reception team.By filling out a form: You can complete a MyMedicare registration form at our practice and we’ll process it for you.To be eligible, you need a Medicare card or DVA Veteran card, and you must have had a face-to-face visit with our practice (or two visits within the last 24 months if this is your first registration).Visit the Department of Health MyMedicare website
Continuity of care is one of the most powerful aspects of general practice.
When you see the same doctor over time, they get to know you, your health history, and what matters to you. This ongoing relationship means better care – your doctor can spot changes, understand context, and make decisions with a fuller picture of your health.
By default, your regular doctor will be the first doctor you book with at our practice. Reception will help arrange appointments with your regular doctor whenever possible.
If you’d like to change to a different doctor, that’s completely fine. Just let us know when you call to book, or mention it to the doctor you’re seeing. Doctors are used to this – everyone needs to find the doctor who’s the right fit for them.
We ask for at least 4 hours notice if you need to cancel or reschedule your appointment.
This isn’t about being rigid – we know life happens, and people sometimes run late or need to change plans. Just give us a call and we’ll do our best to accommodate you.
The reason we ask for notice is simple: there are often patients waiting for an appointment to become available. With enough notice, we can offer your slot to someone else, which helps us stay as accessible as possible to everyone who needs care.
A cancellation fee may apply if adequate notice isn’t provided. READ MORE about our cancellation policy.
Standard appointments are 20 minutes. That means more time with your doctor and less time in the waiting room.
Longer appointments can be made through our friendly reception team. Generally, if you have one main issue to discuss, a standard appointment will be adequate.
If you have multiple concerns, a complex health history or haven’t met the doctor before, a longer appointment would be beneficial. For very complex situations and procedures, 45 or 60 minute appointments are also available. Your doctor can help you book these longer slots during your visit.
Your health record builds over time and helps us understand your medical background, risk factors, and current care needs.
When you join our practice, we’ll routinely ask your permission to retrieve your records from previous doctors. This helps us provide safer, more informed care from your first visit.
If you have copies of your own medical records, test results, or specialist letters, we encourage you to bring them or send them to us ahead of your appointment.
If you leave our care, we’ll transfer your records to your next practice at no cost.
READ MORE about our practice policies.
Please bring:
It’s also really helpful to make a list of the things you want to discuss in your appointment. It’s surprisingly common to remember something important after you’ve left, so jotting down your questions or concerns beforehand can help make the most of your time.
Yes for some services we can bulk bill through Medicare. Other services will have a gap and some services are privately charged. Please download our Fees and Billing guide or contact our GP Practice.
We’ll contact you if your results are abnormal and need follow-up with your GP.
However, it’s safer to book a follow-up appointment yourself rather than waiting to hear from us. Results can sometimes be delayed or not received, and booking your own follow-up ensures nothing gets missed.
Book an appointment to discuss your results with your doctor.
Our practice nurses are here to support wound management and post-surgical care. We provide very basic dressings as that is all Medicare funds. We will encourage you to consider dressings more appropriate to your needs if you have a chronic wound.
These can extend the time between dressing changes by days and improve wound healing. Our team will discuss your options with you and even direct you to places with cheaper dressings if you are likely to need them long-term.
Our GPs don’t take direct phone calls during clinic hours as they’re seeing patients.
If you need to speak with your doctor, call the clinic and our reception team can arrange a telephone consultation appointment. This ensures your doctor has dedicated time to discuss your concerns properly.
For urgent medical matters, let reception know and they’ll help you access timely care.
SMS reminders help reduce missed appointments and make sure you don’t forget your booking.
If you’d prefer not to receive SMS reminders, let our reception team know and we can note this on your file.
You can also manage your reminder preferences through HotDoc if you’ve booked online.
We offer standard consultations, longer appointments for complex issues, telephone consultations, and nurse appointments.
Standard appointments suit most concerns. If you need more time or have multiple issues to discuss, book a longer appointment or let reception know when booking.
Nurse appointments are usually arranged after discussion with your GP for services like wound care, vaccinations, health checks, and chronic disease management.
Some GPs offer specific interest appointments for particular conditions or topics. These can be booked through HotDoc or by requesting them when you call.
Book your first appointment through HotDoc or by calling the clinic.
You’ll be asked to arrive 10 minutes early to complete a brief registration form. This helps us understand your medical history and health needs.
Bring your Medicare card, any current medications, and recent medical information if you have it.
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