PRACTICE INFORMATION

Before Your Appointment

New Patients

Please arrive 15 minutes early to fill out and complete any necessary forms


New patient? Save time by filling out the New Patient Form before arriving, available for download below.

New Patient Health Details Form


Records Transfer Request Form

The records transfer request form is for those patients wanting to have their past medical records sent through to our surgery. This can be helpful for you doctor to look over past medical history and medications to help with any current conditions. Once completed it can be given to our receptionists who will fax it through to your previous doctor.


Patient File Transfer Form

Workers Compensation

Please disclose this information at time of booking.

Additional paperwork will be needed to be provided to our medical team.

All Patients

Important:

• Please arrive 10-15 minutes before your appointment


Bring your:

  • Medicare card
  • Health Care Card
  • Pension Card
  • Health Insurance Card


Please have the following available:

• Any details of current medical conditions

• Details of any medication schedule you are currently administrating

• Any referral letters

• Completed medical forms. Please see below our downloadable forms.


You are welcome to bring a friend or relative


Children and Young Teens:

• Children under 12 must be accompanied by a parent or guardian

• It is preferable that mature minors (ages 13 – 16) be accompanied by a parent or guardian, but not required.

Health Check | Prema House Medical Centre

Fees & Payments

Bulk Billing

Prema House Medical Centre is a bulk billing medical centre.


Excluded from Bulk billing:

  • skin checks
  • skin procedures
  • cosmetics
  • iron infusions
  • non Medicare card holders

Cancellation Policy

Please inform us at least 24 hours prior to your appointment if you need to cancel or reschedule your appointment, to avoid a fee. 
This allows us to offer the appointment slot to other patients who may have a need for our care. 
The cancellation fee is the total cost of the booked appointment

Did Not Attend (DNA) Policy

Our time, as is yours, is very valuable and if you fail to show up for an appointment, a DNA fee of $50.00 will apply and you will not be able to see a doctor at this clinic until the fee has been paid.

Test Results

This practice will contact you by phone in the case of all urgent test abnormalities; otherwise an appointment with your doctor is required to receive your results. 

Rights and Responsibilities

Successful medical care requires an ongoing collaborative effort between Patients and Doctors.

 

As a patient of Prema House Medical Centre you have a right to: 

       

 

  • Qualified, competent staff who will attend to you with care and skill.
  • Respect for your culture, ethnicity and religious beliefs.
  • Fair treatment regardless of your race, ethnicity, language, age, sex, sexual preference or disability.
  • Have a clear explanation of your health problems, treatment and risk
  • Receive a confidential service from all our Doctors.
  • Be involved in the treatment or management plans regarding your health and discuss with the doctors and staff of our medical centre what is written about you in your health record.
  • Make a complaint about any aspect of our service and expect that it will be dealt with fairly and you will be informed of the results.
  • Give positive feedback.

 

 

As a client of this practice we ask you to:

 

 

  • Treat all staff at our medical centre with courtesy and respect.
  • Refrain from use of abusive, threatening or violent language or behaviour.
  • Advise us if you are unable to keep appointments.
  • Understand that Prema House Medical Centre and the staff within it have certain policies and procedures to adhere regarding service provision, for example confidentiality and privacy issues.
  • Be patient. Please understand that all staff within this practice are here to assist you. However, at times due to high patient demand and unforseen emergencies there will be delays. If concerned please ask at reception for estimated waiting times.
  • Be actively involved in your own health care.
  • Ask questions and express concerns with our Lismore doctors, that you have regarding your healthcare, your condition and your medication.
  • Come back to collect results of any tests or procedures you have had done at our medcial centre
  • Pay promptly for services received.
  • Present to reception on arrival to our medical centre and after your consultation is completed.
  • As a private practice we have a right to refuse you service on the grounds of service availability, practice policies or threatening or abusive behaviour.

 

TELEPHONE CALLS/EMAILS

If a patient wishes to speak with a Doctor, our Receptionists will take patient details, contact phone number (and a message if appropriate). 

A phone call will be returned to the patient after the Practice Nurse has consulted with the Doctor. 

 No patient information is sent via emails due to confidentiality issues.

FEEDBACK & COMPLAINTS

Prema House Family Medical Centre endeavours to provide a comprehensive service of a high standard for patients. Occasionally, we may invite you to complete a questionnaire to identify areas that can improve our service. Please let us know if we are doing well, also if you have a complaint or suggestion about any aspect of your care, we would like to hear about it. 

Please discuss any concerns in person with your Doctor, leaving a note in our suggestion box or the Practice Manager via email at prema@premahouse.com.au  If you wish to make a complaint outside of the practice, please contact:

 

Health Care Complaints Commission

Locked Bag 18

Strawberry Hills NSW 2012

Phone: 1800 043 159

Patient Feedback

At Prema House Medical Centre we carried out a patient survey (The Practice Accreditation and Improvment Survey and asked for your honest opinions on the service we provide. We listened to your concerns and have taken a number of actions to make improvments to patient care where you feel it would be most useful.


The results of the survey can be downloaded via the buttons below.

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