Use our online booking system to make an appointment with us!
Our medical practices are located at Norwest/Bella Vista and Toongabbie. We have experienced male and female GPs who are locally trained and understand that each family is special and have different medical needs. Our doctors can speak a range of languages- Mandarin, Cantonese, Korean, Hindi, Nepalese, Hokkien, Tamil. Each of the doctors have their own special interests in various types of medicine, such as paediatrics or women's health. Please ask our friendly reception staff if you need to discuss this further, or visit our on-line booking doctor's page for further information.
The doctors can be contacted by phone during normal surgery hours.
A message will be taken if your doctor is with another patient. The doctor will call you back when they are free. Please be patient.
Urgent calls will always be put straight through.
Our practice collects and safeguards the confidentiality of personal health information in accordance with National Privacy Principles.
It is a patient's responsibility to return for their test results e.g. blood tests, imaging, etc
A copy of blood tests will be held for 1 month. We will charge a fee of $5.00 for any request of a copy of the results after this time. Please ensure that you make an appointment to discuss and collect your results with your doctor.
Results will be destroyed after 1 month. Please ensure that you return during this time to collect your hard copy.
If you have a medical emergency, please call 000 for an ambulance or attend the nearest local hospital emergency.
The following information is for other standard appointments
To improve our services and reduce waiting times, appointments are preferable except in urgent cases. We will see walk-ins, however priority will be given to patients with an appointment.
A standard consultation is up to 10 minutes. Please limit consultations to 1-2 issues. Please ring reception if you require a longer appointment e.g. procedures, pap smears, immunisations, new patients, works compensation, counselling etc.
All referrals, repeat prescriptions and blood test result require and appointment.
Please note that medical certificates and referrals CANNOT be backdated.
Please be advised that the appointment time is the time of arrival to the surgery and NOT necessary the time you will be seen by the doctor. Please be patient while waiting in the reception area, particular when the surgery is busy. We aim to keep your waiting time to a minimum. However, there will be some appointments when a patient needs some extra time, which is out of a doctors control. Please be understanding and considerate. You can call up and check with the receptionist regarding the waiting time.
Please call our receptionist for an appointment. Toongabbie family practice Tel: 02 9636 2337 or Norwest/ Bella Vista practice: 02 8203 2228
For an online appointment (for existing patients only) please click the link below
It is very simple to use! Please inform reception staff upon your arrival.
Create an account for yourself and each family member (you can use the same email address but different password) find the date and time you would like, then continue following the requested instructions. It will send you a reminder the day before your appointment.
Please notify the practice if you cannot attend the appointment at least 2 hours prior to the allocated time. A fee may be charged if you do not attend without notification.
All doctors in the practice (except Dr Susan Chu) bulk-bill eligible patients.
Dr Chu will continue to bulk bill pensioners, concession card holders and students under 18 years of age and patients over 65 years old and those who have financial difficulty (please discuss this with your doctor)
T1 Norwest and the Toongabbie practice has an eftpos machine available for your convenience for medicare claims. The medicare rebate is immediately transferred back into your bank account. There is a 1.5% surcharge on credit card payments.
The gap for a level B consult will be approximately $20. A discount for students with ID. Please see our reception staff for more details in regards to the consultation fees.
All new patients will incur an initial charge, except for children under 16 years old. Further consultations for pensioners, concession card holders and children under 16 years old are exempt. Subsequent visit for results only e.g. blood tests, x-rays etc. will be bulk billed when returning within 1 month.
The other doctors in the practice will continue to bulk bill.
However, we do not bulk-bill:
Preemployment and Commercial Licence examinations.
Patients not registered with Medicare
A fee of $5.00 will be charged for a reprint of test results after 1 month time lapse.
A small fee is charged for dressings and all surgical procedures (non medicare rebatable)
Fee structure is displayed on the front desk. Please enquire for further information.
Our practice is committed to preventative care. We may issue you a reminder notice from time to time offering you preventative health services, If you do not wish to be part of this system, please let us know at the reception.
Home visits are available for regular patients of the practice who live locally (within 3km) and who are too sick to attend the surgery. The consultation is not bulk-billed.
If you need to contact a doctor when the surgery is closed, please call:
Sydney Medical Co-operative on 02 8724 6300 or attend the nearest emergency department.
Our staff are here to help you. They are highly experienced and have been with the surgery for many years.
Please be patient while waiting in the reception area, particular when the surgery is busy.
We aim to keep your waiting time to a minimum. However, there will be some appointments when a patient needs some extra time, which is out of a doctor's control. Please be understanding and considerate.
We will not tolerate abusive behaviour to our doctors and staff.
If you have a problem we would like to hear about it. Please feel free to talk to your doctor or receptionist. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously. However, if you wish to take the matter further and feel that you need to discuss the matter outside the surgery there are several options available including the Medical Registration Board, AMA or the Health Care Complaints Commission. Contact number:1800 043 159
Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information abides by the federal & state privacy legislation.
Current as of: 28/10/2018
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
What personal information do we collect?
The information we will collect about you includes your:
· names, date of birth, addresses, contact details
· medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
· Medicare number (where available) for identification and claiming purposes
· healthcare identifiers
· health fund details.
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
2. During the course of providing medical services, we may collect further personal information.
[Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary. This practice participates eHealth services.]
3. We may also collect your personal information when you visit our website, telephone us or make an online appointment
4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
· your guardian or responsible person
· other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
· your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
· with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
· with other healthcare providers
· when it is required or authorised by law (eg court subpoenas)
· when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
· to assist in locating a missing person
· to establish, exercise or defend an equitable claim
· for the purpose of confidential dispute resolution process
· when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
· during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice electronically.
Our practice is considered paperless and has systems in place to protect the privacy, security, quality and integrity of the personal health information held electronically.
Our practice stores all personal information securely.
Only authorized personnel can access the medical record. Access of medical records is protected by the use of passwords , confidentiality agreements for staff and contractors
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing with your signature and our practice will respond within 30 days, fees may apply in providing this information.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing or verbally to the receptionist or the medical practitioner
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992
Policy review statement
Our website contains general medical information and should not be treated as medical advice. If you have any medical or health concerns you should make an appointment to discuss these issues with your doctor.