• Patients 12 years old and under, will be bulk billed from Monday to Friday 9am to 5pm. Private billings will apply before 9am on weekdays, after 5pm on weekdays and weekends / public holiday including Saturday mornings.
• Existing patients 65 years old and above with a valid pension concession card will be bulk billed from Monday to Friday 9am to 5pm. Private billings will apply before 9am on weekdays, after 5pm on weekdays and weekends / public holiday including Saturday mornings.
• All Gold Veteran Affairs patients are billed directly to DVA with no out of pocket costs except for consultation related to CBD oil.
• Please be aware that Dr Alex Koh only bulk bill eligible patients on Monday to Thursday (exclusive of public holidays) between 9am to 1230pm.  Dr Andrea Singh does not provide bulk billing services.

• Repeat scripts or referral can be issued without a consultation only at the discretion of the doctor.
• We would prefer patient to make an appointment with their regular doctor.
• However, if the doctor has agreed to review your file and provide the scripts or referral without a consultation, a fee of $20 may apply. This fee does not attract a Medicare rebate
• Re-issuing a lost script or referral will also incur a fee of $20.

• If you no longer require the appointment or wish to reschedule your appointment, please let us know as soon as possible.
• We require 3 hour notice if you wish to cancel your appointment. Failure to inform may incur a non attendance fee of $40. This fee does not attract a Medicare rebate.
• If you made an appointment and failed to arrive, this may incur a non attendance fee of $40

In order to receive Medicare rebate for Telehealth consultation, it is a requirement that the patient as attended the medical centre in person in the prior 12 months period. However, there are exemptions to these rules and our reception staff can provide further details.

• If you require your medical records to be transferred to another practice, please call the practice to discuss about the necessary documentation to be provided.
• An administration fee of $25 is required for the transfer of medical records.

• These accounts remain the responsibility of the patient.
• Patients will be required to pay the full amount of the invoice on the day of consultation unless a letter from the insurance company with a claim number is provided

This practice has developed a policy to protect patient privacy in compliance with Australia’s privacy legislation.

As an ongoing of quality health care, the practice collects information about the patients. Sensitive information such as current and previous medical conditions and family health history are essential to provide an accurate diagnosis, appropriate treatment and ongoing health care. Other personal information that is required is there for us to contact you about your health, billing and refund purposes.

Disclosure of your information

To provide continuity of care, the information that we collect from you might be shared with other health care providers such as doctors, hospitals, pathologists, radiologists, specialist etc. upon request, relevant information will be made available to provide to other health service providers but no additional unnecessary date is given.

Your medical record is a confidential document. As part of the policy for this practice to maintain security of personal health information at all times and to ensure that the information is only available to authorised staff members.

Doctors may be legally obliged to disclose your information under certain circumstances such as medical defense purposes and reporting communicable diseases. All records must be disclosed to court orders, subpoenas, search warrants and Coroner’s Court cases.

Children above 16 years of age and other dependent relatives also have the right to privacy of their information. Other individuals accessing medical records will be determined by medical and legal privacy requirements and each request for access will be addressed individually.

If there are researches conducted, then each patient will be provided with a consent form for his/her information to be released.

Data Quality and Security of your Information

It is the policy of the practice to maintain accurate, up-to-date and complete records. In assisting with this, any changes to your name or contact details, please inform us.

Your information will be stored in electronic formats and will be kept for 7 years after the last attendance at the practice; this is a legal requirement for administrative purpose. If the information is no longer needed after this time, information will be destroyed in a secure manner.

Access and correction of your information

Under Australia’s privacy legislation, you have the right to access your information.

You do not need to give the reason for request and the request does not have to be in writing. You can ask to view you information or have a copy of all, part of your records. Some circumstances, for example legal reasons, to access your information will be denied, but if this is the case, you will be advised of the reason.

There is no charge for lodging a request for access; however, a charge may be made if the practice incurs costs in providing the access to your records.

At Northbridge Medical Centre, we welcome your feedback. If you wish to write a comment or have a complaint, please put in writing and addressed to the Management, the email address is : info@northbridgemedical.com.au

Alternatively, you can contact the Health and Disability Services Complaints Office (HaDSCO) for an impartial resolution services for complaints related to health, disability and mental health services in Western Australia.  For further information, please review the HsDSCO website  or contact them on 1800 813 583.