Frequently Asked Questions
Frequently Asked Questions
How much do I have to pay?
We are a mixed billing practice. We bulk bill all pensioners, concession card holders, Department of Veterans Affairs and students (18yrs & under). All other patients are privately billed. To enable us to bill you correctly please show your Medicare card, pension, DVA or concession card to reception staff on arrival.
Fees for certain procedures will be charged to all patients, including concession card holders (please see Billings Arrangements tab)
Patients being seen for the first time at the practice will need to pay for their consultation – including concession card holders.
What are your billing arrangements?
We expect payment at the time of the consultation. You can pay with cash, credit card or EFTPOS. If you have already registered your bank details with Medicare, once your payment has been processed Medicare can credit your rebate directly into your account.
What is the waiting time like for doctors?
We offer “on the day” appointments which are opened at 8am each day, these are limited in number and availability is not guaranteed.
Appointments for urgent matters are arranged on a case by case basis, if required reception will direct you to the hospital.
For routine matters, the wait for an appointment varies. If you want to see a particular doctor or need a particular time slot, it may take a week or two until a suitable appointment is available.
North Coast Health Connect is contactable on 1800 198 888 – to speak to a Registered Nurse
How long is a normal appointment?
A standard appointment is 15 minutes. Please ask the receptionist to book a long consultation if you need a general check-up, have more than one problem to be dealt with or need a mental health consultation. If the doctor has asked you to arrange an appointment for a procedure, they will indicate how long a booking will be needed.
What if I have to cancel or reschedule an appointment?
We understand that sometimes circumstances change and you may not be able to keep your appointment. Please let us know as far ahead as possible so that the appointment can be allocated to another patient. Patients who repeatedly make an appointment and then do not arrive may incur a failure to attend fee and additional appointments may be at the discretion of the doctor.
Do I need an appointment for a script, referral or certificate?
Yes. We request that you make an appointment with your GP at least one week prior to your specialist appointment so your GP can write a letter containing all relevant information.
Prescriptions usually last 3 to 6 months, so that necessary checks can be done before you continue. *It is important that when you fill the last repeat you make an appointment with your doctor so that a new script can be provided in a timely way.
A medical certificate states that a doctor has seen you and that you are either fit or unfit so you do need to be seen if you require a medical certificate.
Why is my doctor running late?
We try hard to keep to time, however injured or unexpectedly ill patients can and do cause delay. You can help too – please ask the receptionist to book a long consultation if you need a general check-up or have more than one problem to be dealt with.
Many of our doctors are also on call for the local hospital and this in turn can make some doctors session run behind schedule.
Can I get my test results over the phone?
You can get your results over the phone by making Phone Appointment with your Doctor, who can discuss your results with you.
Test results cannot be given over the phone by reception. If your results have been reviewed by your Doctor, there may be an option to provide this information. Otherwise you will be required to make an appointment with your Doctor.
Can I talk to my doctor over the phone?
Due to the current COVID-19 climate, we are able to offer phone consultations for patients that have seen a doctor (face to face) in the clinic within 12months.
Please note that the option for phone consultations may be ceased without notice as per Medicare requirements.
Can I get medical advice over the phone?
Please let our receptionists know the general nature of the problem so they can direct your call to the appropriate area. A Registered Nurse may be available to discuss your issue or you will be advised to make an appointment with your Doctor.
Do doctors make home visits?
Home visits are available if the patient is unable to come to the surgery and at the doctor’s discretion. These will usually be done at the completion of the doctor’s session.
How are my medical records kept?
Our medical records are kept electronically, so whichever doctor or nurse you see can access your results to help manage your health. Results of blood and x-ray tests are sent to the practice electronically so they can be added accurately to your file. Many specialist letters are now also sent this way as are hospital discharge summaries. Paper letters are scanned so they can be stored electronically too.
What do I do if I have a complaint or a suggestion?
We would like to improve our service. If you have any problems with our care, or wish to comment on any other matter please contact us. Experience has shown that if you have a problem with one of our doctors it is best to speak to him or her first.
If you are still unhappy we would like you to write to:
The Practice Manager McKid Medical PO BOX 6 Kyogle NSW 2474 or email info@mckidmedical.com.au (Attention: Manager)
Should the matter not be resolved to you satisfaction after bringing it to our attention you may wish to contact the Health Care Complaints Commission at: Locked Mail Bag 18 Strawberry Hills NSW 2012. Or by phone on 0299 219 744
How do I contact the doctor after hours?
If you ring the surgery after hours you will hear a recorded message saying you have called out of clinic hours and you will be advised to call 000 for an emergency or call back once the clinic is open (Monday to Friday 8am to 6pm).
You can also call North Coast Health Connect on 1800 198 888 to speak with a Registered Nurse, who will assess your symptoms. North Coast Health Connect can book you an appointment at a local GP practice or, if appropriate, transfer you to GP telehealth appointment,
The Kyogle Memorial Hospital’s Emergency department is open for urgent matters.
