Patient Information
Essential information for our patients
Our Patient Information page is designed to provide you with all the essential details you need to navigate your care at Choice of Living Health Centre. Here, you’ll find everything from appointment booking and billing information to patient rights and access to your health records. Whether you’re a new patient or returning for continued care, this page offers the guidance and resources to ensure your experience with us is as smooth and informed as possible.
Table of Contents
New patient guide
There is a long waitlist for new patients to see our GPs, however please call our reception and explain your health concerns, so we can triage your case.
Welcome to Your First Visit
At Choice of Living Health Centre, we’re committed to making your first visit as smooth and comfortable as possible. To help you prepare, we’ve outlined what you need to bring, how to complete necessary forms, and what to expect during your first appointment. Here’s everything you need to know:
What to bring
To ensure your first visit goes smoothly, please bring the following items:
Identification
Government-issued ID such as driver’s license, school ID or passport.
Medicare card
Please bring your Medicare card so we can process any claims, along with a debit card for the Medicare rebate. We also accept pensioner card, Veteran’s Affairs card and healthcare/health fund card.
Medical records
If you have previous medical records, including any recent lab results, imaging reports, or specialist letters, please bring them with you.
Medications and Supplements
Bring a list of all medications and supplements you are currently taking, including dosages and frequency. If possible, bring the actual bottles or containers to your appointment.
Payment methods
Be prepared to pay for your visit at the time of your appointment. We accept various forms of payment, including credit cards, debit cards, and cash. Please refer to the “Fees” section below for more details.
Additional documents
If you have any referral letters, workers’ compensation details, or other relevant paperwork, please bring those as well.
New patient form
To streamline your visit, we encourage you to book an appointment with our reception, and then complete our new patient form before your appointment. This allows our team to focus more on your care during your visit and less on administrative tasks.
Once you have booked an appointment with us, you can download the new patient form by clicking on the button below.
The form is a fillable PDF, so you can complete them on your computer or print them out to fill in by hand. Once completed, you can bring the completed forms with you to your first appointment.
Pro Tip: Completing these forms in advance can save you time and help ensure that all relevant information is ready for your practitioner.
First visit expectations
Here’s a step-by-step guide to what you can expect during your first visit to Choice of Living Health Centre:
1. Arrival and check-in
- Arrive 10-15 minutes before your scheduled appointment time to complete the check-in process.
- Our friendly reception staff will confirm your details, including your insurance information and payment method.
- If you haven’t submitted your forms online, you’ll hand them in at this time.
2. Initial consultation
- You’ll be greeted by your practitioner, who will review your medical history and discuss your current health concerns.
- Your practitioner will take the time to understand your lifestyle, diet, and any symptoms you’re experiencing.
- This is a collaborative process, where we’ll work together to identify your health goals.
3. Examination and assessment
- Depending on your reason for visiting, a physical examination may be conducted.
- Your practitioner may order additional tests or screenings if necessary.
- You’ll also discuss any current medications and supplements you’re taking, and your practitioner will make recommendations or adjustments as needed.
4. Personalised health plan
- After your examination, your practitioner will work with you to develop a personalised health plan. This plan may include conventional treatments, complementary therapies, and lifestyle changes.
- You’ll receive guidance on next steps, including any follow-up appointments or referrals to other specialists.
5. Q&A and payment
- Before you leave, feel free to ask any questions you might have about your health plan, medications, or next steps.
- Payment for your visit will be processed at this time. Please see the “Fees” section below for detailed information on appointment costs.
6. Scheduling a follow-up
- If a follow-up visit is necessary, our reception staff will assist you in scheduling your next appointment before you leave.
Fees
We believe in transparency when it comes to the cost of your care. Here’s a breakdown of our fees:
Dr Wai-Sze Wong
New patients:
$312.15 — 40-60 mins
(Rebate: $122.15 — Gap: $190)
New patients concession:
$252.15 — 40-60 mins
(Rebate: $122.15 — Gap: $130)
After the first consultation:
Short consult (≤ 5 mins): $39.60
(Rebate: $19.60 — Gap: $20)
Medium consult (≤ 10 mins): $72.85
(Rebate: $42.85 — Gap: $30)
Long consult (≤ 20 mins): $127.95
(Rebate: $82.90 — Gap: $45)
Prolong consult (≤ 40 mins): $212.75
(Rebate: $122.15 — Gap: $90)
Patients with Concession (Pension / Health care card and children aged 15 years and under) will be bulk-billed for consults lasting 20 minutes or less.
Patients who have not seen Dr Wong for over two years may be seen as a new patient.
Phone consults:
All phone consultations may now be charged a gap payment depending on the length of time spent.
An exception is a mental health consult for which no gap fee will apply for consults under 20 mins for concession card holders.
General:
All prescriptions, results and referrals require an appointment — via phone, telehealth, or in-person.
Missed appointments: If we are not advised of the cancellation, a $45 fee will apply. 24 hours notice is required as this enables us to fill a cancelled appointment.
Results: Follow-up appointment required for discussion of results.
Recalls by Doctor: Please book an appointment to follow up on recalls as they are an important part of your health care.
Dr Kathy Wallace
For the first three visits:
New patients:
Initial appointment: $302.15 — 40-50 mins
(Rebate: $122.15 — Gap: $180)
Second appointment: $252.15 — 40-50 mins
(Rebate: $122.15 — Gap: $130)
Third appointment: $212.90 — 30-40 mins
(Rebate: $82.90 — Gap: $130)
New patients concession:
Initial appointment: $202.10 — 40-50 mins
(Rebate: $122.15 — Gap: $80)
Second appointment: $192.10 — 40-50 mins
(Rebate: $122.15 — Gap: $70)
Third appointment: $152.90 — 30-40 mins
(Rebate: $82.90 — Gap: $70)
After the first three visits:
Fees are time based. Payment in full on the day of visit / phone call is strongly encouraged and preferred.
Please note: Accounts not settled within 2 working days of being incurred will attract a surcharge.
Up to 1 week: $10 extra.
Beyond 1 week: $20 extra.
Concession = Pension Card, Health Care Card, and children aged 15 and under.
Concession card holders are encouraged to make more frequent, shorter appointments as needed to avoid gap fees.
New patients and patients not seen for over 1 year:
Up to 45 minutes: $130 gap for the initial consult, regardless of concession status.
Over 45 minutes: $180 gap (increasing according to time spent) for initial consult regardless of concession status.
Appointments:
23 (10-19 mins): $67.85
(Rebate: $42.85 — Gap: $25)
36 (20-29 mins): $117.90
(Rebate: $82.90 — Gap: $35)
36 (30-39 mins): $127.95
(Rebate: $82.90 — Gap: $45)
44 (40-49 mins): $182.00
(Rebate: $122.15 — Gap: $60)
44 (50-59 mins): $222.15
(Rebate: $122.15 — Gap: $100)
44 (60+ mins): $347.90
(Rebate: $197.90 — Gap: $150)
Concession card holders:
Appointments less than 10 mins: Bulk-billed.
Appointments longer than 10 mins: $20 gap fee.
Appointments longer than 20 mins: $30 gap fee.
Appointments longer than 30 mins: $45 gap fee
Antenatal:
All appointments are bulk-billed after 20 weeks.
Phone consults:
Due to recent Medicare changes, not all phone consultations will be bulk-billed.
Phone consultations may now be charged a gap payment depending on the length of time spent.
Concession card holders will be charged a gap for phone consultations over 10 minutes in duration, starting at $25 and increasing according to duration of the consult. An exception is a mental health consult for which no gap fee will apply for consults under 20 mins.
General:
All prescriptions, results and referrals require an appointment — via phone, telehealth, or in-person.
Missed appointments: If we are not advised of the cancellation, a $45 fee will apply. 24 hours notice is required as this enables us to fill a cancelled appointment.
Results: Follow-up appointment required for discussion of results.
Recalls by Doctor: Please book an appointment to follow up on recalls as they are an important part of your health care.
Payment options
We accept credit cards, debit cards, cash, and EFTPOS.
We are not a bulk-bill clinic, and the consultation fee will need to be paid in full at the end of the consultation. Appointments of longer duration will attract higher fees.
Medicare claims are made online at the time of your appointment. Provided you have your bank account details registered with Medicare, your rebate will be deposited directly into your bank account within a couple of business days.
Registration of, or updates to your bank details, will need to be done via your Medicare online account through myGov.
The GPs at the Choice of Living Health Centre are independent practitioners with varying fees. Patients will be advised of an approximate cost before their appointment. Patients who anticipate financial difficulty are asked to discuss their situation with their referring doctor or our reception staff.
Appointment booking
We strive to make the booking process as seamless as possible to ensure you get the care you need. To schedule an appointment, you can contact our reception by phone, visit our HotDoc by clicking on the button below or searching for our clinic on HotDoc, or come by the Centre in person. Our friendly staff will work with you to find the soonest available time that suits your schedule.
Please note that our GPs may have longer-than-average wait times for appointments, due to emergencies or complex medical cases. We sincerely apologise for any inconvenience caused, and our reception staff will notify you of unforeseen delays whenever possible. For long wait times, please bring your own book or entertainment, and our children’s playroom is available for child patients.
Our doctors take the time to truly listen to all patients, understanding not only your symptoms but also the root causes of your health concerns; and we educate you on how to manage your health for a better lifestyle.
Patient health records
At Choice of Living Health Centre, we prioritize the privacy and confidentiality of your health information. We are committed to safeguarding your medical records and ensuring that they are handled with the utmost care. Below, you’ll find details on how to access your medical records, our privacy policies, and the steps we take to protect your information.
Accessing your records
Patients are generally entitled to access their medical records, however there are exceptions. The Office of the Australian Information Commissioner (OAIC) provides 10 grounds on which access may be withheld, but below are the two most common exceptions:
- When giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety.
- When giving access would have an unreasonable impact on the privacy of other individuals.
Outside of these exceptions, here’s how you can access your medical records:
Pro Tip: If you plan to visit another healthcare provider, request your records in advance to ensure there are no delays in your care.
How to request your records
- You can request a copy of your medical records by contacting our office directly via phone, email, or in person.
- To process your request, we’ll need you to complete and sign a medical records release form, which authorizes us to share your information.
Receiving your records
- Once your request is processed, we will provide you with a copy of your medical records either electronically or in hard copy, based on your preference.
- Processing Time: Please allow up to 7-10 business days for us to process your request.
Transferring your records to another clinic
- If you need your records transferred to another healthcare provider or clinic, we can facilitate this.
- Fee: Please note that a fee of $30 will apply for copying and transferring your records to another clinic. This fee covers administrative costs associated with the transfer process.
Accessing test results
You can request a copy of your test results after they have been reviewed by your practitioner. These can be provided in your preferred format.
Privacy policy
Your privacy is of paramount importance to us. Here’s how we protect and use your medical information:
Confidentiality
Your medical records are confidential documents that are protected under the law. Only authorised personnel at Choice of Living Health Centre have access to your records, and they will only access this information when it is necessary for your care.
Written consent
We will not release your medical records to any third party, including other healthcare providers, without your explicit written consent. This ensures that you have complete control over who can view your personal health information.
Use of information
Your medical information is used solely for the purposes of providing you with the highest quality care. This includes diagnosing and treating your medical conditions, as well as coordinating with other healthcare professionals involved in your care.
Data security
We employ stringent security measures to protect your electronic health records. This includes encryption, secure access protocols, and regular audits to ensure compliance with privacy laws and regulations.
Patient rights
You have the right to view and correct any inaccuracies in your medical records. If you believe there is an error or omission, please notify our office, and we will update your records accordingly.
Commitment to privacy
At Choice of Living Health Centre, we are committed to maintaining your trust by upholding the highest standards of privacy and confidentiality. Your information is in safe hands, and we take every precaution to ensure that it remains protected.
Patient rights and responsibilities
To foster a respectful and cooperative relationship between patients and healthcare providers at Choice of Living Health Centre, we have established a set of patient rights and responsibilities. This ensures that both parties understand their roles in creating a positive and effective healthcare experience.
Patient rights
1. Right to respectful care
- You have the right to be treated with dignity, respect, and compassion by all healthcare providers and staff.
- You have the right to receive care without discrimination based on race, gender, age, religion, disability, sexual orientation, or socioeconomic status.
2. Right to privacy and confidentiality
- Your personal and medical information will be kept confidential and will only be shared with authorised personnel involved in your care.
- You have the right to privacy during examinations, treatments, and discussions about your health.
3. Right to informed consent
- You have the right to receive clear, comprehensive information about your diagnosis, treatment options, and potential risks and benefits.
- You have the right to ask questions and receive answers that you can understand before consenting to any treatment or procedure.
4. Right to access your medical records
- You have the right to access your medical records and to receive copies upon request, as outlined in our “Accessing Your Records” section.
- You have the right to request corrections to any inaccuracies in your medical records.
5. Right to participate in your care
- You have the right to be actively involved in decisions about your care and treatment plan.
- You have the right to refuse treatment and to be informed of the potential consequences of your decision.
6. Right to raise concerns
- You have the right to voice concerns, complaints, or grievances about your care without fear of retaliation.
- You have the right to expect a prompt and fair resolution to any concerns raised.
Patient responsibilities
1. Responsibility to provide accurate information
- You are responsible for providing accurate and complete information about your health, including your medical history, current conditions, medications, and any changes in your health.
- You are responsible for notifying your healthcare provider if you do not understand the information provided to you.
2. Responsibility to follow the treatment plan
- You are responsible for following the treatment plan agreed upon with your healthcare provider, including taking medications as prescribed and attending follow-up appointments.
- If you choose to refuse treatment or not follow the prescribed plan, you are responsible for the consequences of your decision.
3. Responsibility to respect others
- You are responsible for treating healthcare providers, staff, and other patients with respect and consideration.
- You are responsible for respecting the privacy and confidentiality of other patients.
4. Responsibility to communicate
- You are responsible for communicating openly with your healthcare provider, including discussing any concerns, changes in symptoms, or difficulties in following your treatment plan.
- You are responsible for promptly informing us if you need to cancel or reschedule an appointment.
5. Responsibility to meet financial obligations
- You are responsible for understanding your insurance coverage and for meeting your financial obligations in a timely manner.
- You are responsible for discussing any financial difficulties with our billing office to explore payment options.
6. Responsibility to maintain a safe environment
- You are responsible for following any health and safety guidelines provided by our healthcare team.
- You are responsible for reporting any unsafe conditions or behaviors that you observe within the healthcare facility.
Feedback and complaints
We value patient feedback as it helps us continually improve our services and provide you with the highest standard of care. We are committed to addressing your concerns promptly and fairly.
If you would like to provide feedback or file a health centre complaint about your experience, please reach out to our Patient Relations team. You can contact us by phone, email, or in person at the reception desk.
Contact Details:
- Phone: 08 8367 8228
- Email: Admin@ChoiceOfLiving.com.au
- In-Person: Visit our reception desk, and a team member will assist you in completing a feedback form or directing you to the appropriate personnel.
Your experience matters to us, and we are dedicated to ensuring a supportive and respectful environment for every patient. Thank you for helping us grow and improve by sharing your feedback.
We look forward to welcoming you to Choice of Living Health Centre. If you have any questions before your visit, please don’t hesitate to contact our office. Your health and comfort are our top priorities, and we’re here to support you every step of the way.
Copyright © 2024 Choice of Living Health Centre - All Rights Reserved
Follow us on Facebook