Appointments
Please book a double appointment if you have problems that require Long Consultation. Completion of forms (such as Centre Link forms and insurance forms), pre-employment examinations, procedures (such as Implanon insertion or removal, suturing of lacerations), and care plans often require double appointments.
Communication Policy
Telephone Calls
Telephone calls from patients will not generally be put through to doctors.
Our preferred method of communication with our patients is in person. This will enable the evaluation of clinical signs and symptoms and a complete clinic picture to be deduced. Therefore, in most cases, face to face consultations are preferred. Patients are encouraged to make an appointment to see the doctor.
However in certain circumstances patients may leave a phone message and, where appropriate, the doctor will return the call as soon as practicable. Alternatively, a practice staff member will call to advise the doctor would like to see the patient via appointment.
Urgent calls will be put through to your doctor where possible.
Emails
Email communication is discouraged, as the Practice cannot guarantee the confidentiality of information transferred by email.
Reminder System
We are committed to partnering with you to ensure your long-term health care needs are met. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. These include cervical screening tests, breast checks, colonoscopies, blood tests and blood pressure checks. If you do not wish to be contacted via, SMS, telephone or mail as part of our reminder system, please advise our friendly staff accordingly.
Privacy Policy
Our practice is committed to keeping patients’ health and personal information confidential. Only authorised staff members have access to this information.
Read More On Privacy PolicyTests Results
Often, blood tests and radiology reports are received by the doctor within 3 days of doing the test. We ask all patients to book an appointment to discuss results with the doctor. This is important for follow-up and proper management of patients’ health. No results are given over the phone, due to privacy reasons.
Emergencies
Patients with serious illnesses such as breathing difficulties, chest pains, active bleeding or trauma are attended to urgently. Please notify reception staff upon arrival.
Surgical Procedures
To ensure the health and safety of our patients, we use sterile, disposable instruments for all surgical procedures, such as Implanon removal, suturing of lacerations, removal of foreign bodies and incision and drainage of abscesses.
Home Visits
During office hours, we endeavour to do home visits as needed if you live within 2km of the practice.
After Hours Medical Care
Please contact National Home Doctor Service 137425.
Results from Practice Accreditation and Improvement Survey (PAIS)
In March 2026, Comprehensive Family HealthCare conducted a Practice Accreditation and Improvement Survey (PAIS). Ninety-nine percent of all patient ratings about this practice were good, very good or excellent. Eighty-eight people who attended the clinic completed a survey for us. This was independently assessed by CFEP Intellectual Pty Ltd.
Overall, we as a practice performed excellently. Sixty-five out of the eighty-eight patients ranked overall satisfaction with practice as excellent. Sixteen said very good, five said good, and two omitted to indicate. Seventy-two of the eighty-eight patients ranked us as excellent regarding respect shown to patients, thirteen ranked us as very good, and three ranked us as good. Seventy out of eighty-eight ranked satisfaction with consultation as excellent, twelve patients said very good, five said good, and one left it blank.
Other strong performance areas were ease with making an appointment, confidence in clinicians’ ability, ability to listen, explanations, concern for patients, information on staying healthy, and waiting area comfort.
The areas we have to improve upon include information about after-hours service and home visits.
We have since worked on the above by providing more information to our patients in our waiting area and doctors’ rooms. We also have this information on our website and practice information sheet.
Billing Information
MIXED BILLING: Out-of-pocket fees apply
Our clinic has a mixed-billing policy (i.e. bulk-bill eligible patients while other patients will pay out-of-pocket fees as specified below).
Bulk Billing is only available for the following (with a valid Medicare Card):
- All children under 18 years of age
- Patients with a valid pensioner concession card, healthcare card, commonwealth seniors health care card, DVA
- Short consults under 6 min
| Consultation | Total Fee | Out-of-pocket fee | Medicare rebate |
| Level A Short Consultation <5min | $20.05 | Bulk billed | $20.05 |
| Level B (Standard 6-15 min ) | $93.90 | $50 | $43.90 |
| Level C (Long 20 -39min) | $144.90 | $60 | $84.90 |
| Level D (Prolonged 40-59mn) | $195.10 | $70 | $125.10 |
| Level E (Prolonged >60min) | 282.65 | $80 | 202.65 |
| GP Management plan 965 | $206.55 | $50 | $156.55 |
| Review of GP Management plan 967 | $156.55 | Bulk billed if consult for review only, check with GP | $156.55 |
FEES AND BILLING
| Procedure | Total Fee | Out-of-pocket fee | Medicare rebate |
| Implanon insertion (14206) | $160.00 | $74.66-84.70 | $100.40 75%/85% PAID |
| Implanon removal (30062) | $200.00 | $114.03 – $121.14 | $105.15 75%/85% PAID |
| Implanon removal and re-insertion | $320.00 | $154.16- $ 174.71 | $205.55 75%/85% PAID |
| IV Iron injection or Infusion | $270 total fee | $185.10 | $84.90 |
| Fees for other Procedures Varies | Contact clinic |
NON-MEDICARE CARDHOLDERS:
We no longer do direct billing /bulk billing. You will need to pay consultation fees in full, after which you will be given a receipt to claim the rebate from your insurance provider.
APPOINTMENT CANCELLATION POLICY
We can understand that a patient may need to cancel an appointment due to unforeseen circumstances. However, we respectfully ask that the cancellation of a scheduled appointment be done at least 3 hours in advance.
Our doctors want to be available for your needs and the needs of all our patients. When a patient does not attend a scheduled appointment, another patient loses an opportunity to be seen.
We require a minimum of 3 hours’ notice of cancellation of a scheduled appointment. Otherwise, you will be charged a cancellation fee of $50. The cancellation fee is not Medicare rebateable
Cancellation may be done online or by calling the practice during open hours.
PS: Please speak to Dr Kate if you have a particular financial situation and are unable to pay out-of-pocket fees.
Patient feedback
At Comprehensive Family HealthCare, we welcome and value your feedback and are committed to continuing to improve our practice. A suggestion box is located at the reception desk. Our team will review your suggestions on a weekly basis.
Complaints
If you have a complaint, please discuss this with your doctor or our practice staff and we will ensure that it is dealt with promptly and appropriately. In the event that your complaint is not dealt with to your satisfaction, you may escalate it to the following responsible authority: Health services commissioner: PH: (03) 8601 5222 Free call: 1800 136 066.