We are a mixed billing practice. Our staff will happily lodge your Medicare claim for you at time of payment. You may be eligible for bulk billing if you are an age pensioners, 16 years and under or hold a DVA Gold Card. Chronic Disease Management plans (Care Plans), Health Assessments, and some government-funded Health Checks will be bulk billed for everyone in accordance with eligibility criteria. Click on "Our fees" below for more information.
At Robina Village Medical Centre Medical Centre, we believe that every patient deserves the highest quality healthcare. Our team of expert medical professionals is committed to providing you with personalised care that meets your unique needs. From routine checkups to complex procedures, we are here to support you every step of the way. Please take some time to explore our website and learn more about our services. Thank you for choosing Robina Village Medical Centre Medical Centre as your partner in health.
As a valued patient in our practice, you have the advantage of:
Booking an Appointment
When scheduling your appointment, select a standard appointment for a new patient. As a newcomer to our practice, it is crucial for your GP to gain insight into your medical history. Selecting this appointment type ensures your GP has sufficient time for a thorough initial consultation.
For those with a complex or notable medical history, your doctor may find it beneficial to obtain a copy of your medical record from your prior healthcare provider. Should you be relocating and need your medical records transferred, it's possible to arrange this between practices. Inquire with your former practice about any associated transfer fees.
Important Information
To prioritise safety, our doctors do not prescribe Schedule 8 (S8) drugs or controlled substances during a new patient's initial visit to our practice. Additionally, prescriptions for these medications will only be issued during a scheduled appointment, both for new and existing patients.
Ensuring the provision of high-quality healthcare is our commitment, and we reserve your appointment time exclusively for you. To accommodate other patients, we kindly request a minimum of 4 hours' notice for cancellations. Non-attendance fees, as outlined in our policy, will be applicable.
We make every effort to adhere to our schedule, barring unforeseen medical emergencies. Your promptness is essential to maintaining the efficiency of our appointments. If you arrive unreasonably late, your appointment may be shortened, or rescheduling may be necessary, subject to a possible fee.
Click below to read of practice policies.
Please reach us at reception@rvmc.net.au if you cannot find an answer to your question.
We offer a wide range of medical services including primary care, speciality care, diagnostic testing, and more.
You can make an appointment by calling our office or by using our online appointment scheduling system. Visit https://hotdoc.com/0123456789.
If you're unsure, please don't hesitate to ask our receptionists. As a general guide:
Standard appointment - 15mins
Long appointment - 30 mins
Care plans
There are two distinct types of care plans: GP Management Plans and Mental Health Care Plans. It's important to note that these plans are separate, and having one does not impact the other.
If you need either type of care plan, please contact our clinic to schedule an appointment. This will allow us to allocate the necessary time for your visit.
Keep in mind that, in accordance with Medicare policy, new Mental Health Care Plans must be booked as longer appointments to ensure they meet the required time allocation.
If you have a long-term medical condition that has lasted or is expected to last for more than six months, you may qualify for a Medicare rebate when you visit Allied Health professionals.
To benefit from this rebate, you must have a GP Management Plan, often called a "Care Plan." This care plan can only be completed by your usual GP. Please get in touch with our clinic to schedule this appointment because we may need to allocate time for both a nurse and a doctor during your visit.
The good news is that both new GP Management Plans and plan reviews are bulk billed, meaning there is no out-of-pocket cost for you.
It's important to note that Medicare rules allow for plan reviews no more frequently than every three months. This means that you can have your care plan assessed and updated, if necessary, every three months to ensure it aligns with your changing healthcare needs.
If you have concerns about your mental health, you may be eligible for a Mental Health Care Plan. This plan enables you to access a Medicare rebate for a specific number of psychology sessions. Typically, you are initially granted six sessions, and after a review, your GP can authorise additional sessions if necessary.
Review Process: Medicare requires that reviews be conducted by the doctor who initially completed your plan. If you had your initial plan completed at another practice, please bring a copy or inform reception to request your records before your appointment. Otherwise, we may need to reschedule your appointment.
Timing of Reviews: Plan reviews can be conducted no sooner than four weeks after the initial plan or no sooner than three months after a previous review.
If your results come back as normal or negative, and no further action is needed, you should receive an SMS notification to that effect.
However, if you wish to have a more detailed discussion about your results, please consider booking an appointment. It's important to be aware that when you schedule an appointment, our standard billing policy will apply.
In some cases where the results are straightforward or normal/negative, you may receive a courtesy call for minor discussions. This call is typically bulk billed. Please note that these calls often occur after regular hours or in-between patient appointments. If more extensive matters need to be addressed, your doctor is likely to recommend booking a formal appointment, which will involve a private fee.
When you have medical tests, such as blood work, x-rays, or other diagnostic tests, your healthcare provider typically needs time to review the results and interpret them. This involves your doctor carefully examining the data, comparing it to your medical history, and considering any relevant information.
During a results appointment, your healthcare provider will go over these findings with you. They will explain what the results mean, discuss any necessary follow-up actions or treatments, and address any questions or concerns you may have.
Here's why a charge may apply to results appointments:
1. Professional Expertise: The healthcare provider's time, knowledge, and expertise are valuable. They have spent years in training and have experience in understanding and interpreting medical results. The fee covers their time and expertise during the appointment.
2. Personalised Care: Results appointments are often personalised to your specific medical history and needs. Your provider takes the time to ensure you understand your results and can make informed decisions about your health.
3. Follow-Up Planning: Your provider may use this appointment to create a customised plan for your healthcare, which could include further tests, treatments, or lifestyle changes. This planning is an essential part of your ongoing care.
4. Administrative Costs: Medical practices have administrative costs to cover, such as billing and record-keeping. Some of these costs are included in the appointment fee.
5. Time and Resources: Your results appointment may require scheduling, coordinating, and organising resources, including medical equipment and personnel.
If you need a script renewal, there may be an option for an on-the-day appointment where the doctor will call you for a telehealth e-script, usually in the afternoon. You can contact reception on the same day to inquire about this service.
There is a private fee associated with this service. You may be eligible for a Medicare rebate if you've had a face-to-face appointment at our practice within the past 12 months. Otherwise, the cost will be entirely out of pocket.
Please be aware that this service is not available for new prescriptions, prescriptions requiring in-person monitoring, or any controlled medications (e.g., pain relievers, sedatives, sleeping aids, etc.).
If you have other medical issues, please schedule a formal appointment.
When you have a prescription appointment, it involves a consultation with your healthcare provider to discuss and manage your medication needs.
Here's why a charge may apply to prescription appointments:
1. Medical Assessment: During the appointment, your healthcare provider assesses your current health status, reviews your medical history, and considers any potential interactions or side effects related to the medication. They need to ensure that the prescribed medication is safe and appropriate for your specific condition.
2. Personalised Treatment: Medications are not one-size-fits-all. Your provider customises your treatment plan based on your unique health needs and may adjust your medication or dosage as necessary. This personalised care requires time and expertise.
3. Education and Counseling: Your provider may take the time to educate you about how to take the medication correctly, potential side effects to watch for, and what to do if you experience any issues. This education is crucial for your safety and treatment outcomes.
4. Follow-Up and Monitoring: Prescription appointments may involve discussing how the medication is working for you and whether any adjustments are needed. Regular follow-up is important to ensure your treatment plan remains effective.
5. Administrative Costs: Medical practices have administrative expenses, such as maintaining medical records, scheduling appointments, and processing prescriptions. Some of these costs are covered by the appointment fee.
While GPs strive to maintain punctuality, several factors can contribute to delays in their schedules:
It's essential to recognise that GPs prioritise patient care and safety, and delays are often the result of efforts to provide thorough and comprehensive healthcare. While efforts are made to minimise disruptions, these factors may occasionally contribute to GPs running behind schedule. Patients are encouraged to communicate with healthcare staff for updates and to understand the reasons behind any delays.
We prioritise providing excellent care to all our patients. When a patient arrives significantly late for their appointment, it can disrupt not only their own time but also the appointments that follow. To ensure everyone receives the attention they need and to keep our schedule running smoothly, we may need to reschedule your appointment if you're running late.
We understand that emergencies and unexpected situations can arise, so if you know you'll be running late, please call us in advance. We'll do our best to accommodate you or reschedule your appointment for a more suitable time.
We hope you had a positive experience at our practice. We would appreciate your feedback.
Click here to view our recent Patient Feedback and Response for 2023.
**Please do not use this form to request an appointment or to share personal health information.**
At our practice, we value your feedback and want to ensure you have the information you need to share your experiences or raise concerns. We regularly collect patient experience feedback through the Practice Accreditation and Improvement Survey.
How to Provide Feedback or Make a Complaint:
If you wish to provide feedback or make a complaint, you can do so anonymously through various channels:
Our dedicated team is trained to handle your concerns seriously and sensitively. Your privacy and confidentiality are our top priorities.
Complaints Resolution Process:
We have a comprehensive complaints resolution process in place, and our practice manager oversees the collection, analysis, and resolution of all feedback and complaints. The process includes:
We believe in open communication and strive to make improvements based on your feedback. Your complaints can be an opportunity for positive change.
If the matter cannot be resolved, the patient is advised about how to contact the external health complaints agency for our state.
Queensland
Office of the Health Ombudsman
Telephone: 133 646
Web: www.oho.qld.gov.au
Complaints that relate to privacy issues or concerns that cannot be resolved internally are to be directed to the Office of the Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
Telephone: 1300 363 992
Postal Address: GPO Box 5218, Sydney NSW 2001
Web: www.oaic.gov.au
Members of the public may make a notification to the Australian Health Practitioner Regulation Agency (AHPRA) - www.ahpra.gov.au - about the conduct, health or performance of a practitioner or the health of a student. Practitioners, employers and education providers are all mandated by law to report notifiable conduct relating to a registered practitioner or student to AHPRA.
As part of our commitment to providing the highest quality care and ensuring the best possible outcomes for all our patients, we are implementing some changes in our practice procedures. Effective 1st September 2024, there will be a new policy regarding telehealth appointments.
Due to evolving regulations and guidelines, it is necessary for patients to have an in-person visit at least once within the last three months in order to be eligible to schedule a telehealth appointment. This measure allows us to maintain accurate and up-to-date medical records, ensure continuity of care, and address any immediate concerns that may require a physical examination.
These are the reasons why:
1. Limited Physical Examination: Telehealth restricts the ability to perform thorough physical examinations, crucial for accurate diagnosis and management of certain conditions. GPs and practice staff are also able to observe changes when you walk, communicate and move. [1]
2. Complex Cases Management: Managing chronic conditions or complex medical cases may require more comprehensive, in-person assessments and interventions that telehealth cannot adequately provide. [2]
3. Limited Diagnostic Tools: The absence of diagnostic tools such stethoscope, blood pressure machine, thermometer and pulse oximeters. [3]
4. Patient-Provider Relationship: Building a strong rapport and trust with patients can be more challenging through virtual interactions compared to face-to-face consultations. [4]
5. Delayed Care: Some conditions require immediate and direct medical intervention, which telehealth may delay, potentially leading to worsened health outcomes.[5]
We understand that this change may inconvenience some of our patients, and we want to assure you that our primary goal remains your health and well-being. If you find it challenging to adhere to this new requirement, please do not hesitate to contact our office. We are here to assist you in any way we can. In situations where adherence to this policy poses significant challenges, such as mobility issues, transportation constraints, or other extenuating circumstances, we are more than willing to explore alternative solutions. This may include facilitating the transfer of your medical records to another healthcare provider located closer to you, who can better accommodate your needs.
Your health is our top priority
We are committed to ensuring a smooth transition during this time of change. If you have any questions or concerns regarding this new policy or any other aspect of your care, please feel free to reach out to our office.
Thank you for your understanding and cooperation as we strive to improve our practice and better serve you, our valued patients.
[1] Royal Australian College of General Practitioners (RACGP), The Role of Telehealth in General Practice: A RACGP Position Statement $ https://www.racgp.org.au/advocacy/position-statements/view-all-position-statements/clinical-and-practice-management/racgp-position-telehealth-general practice#:~:text=The%20RACGP%20considers%20telehealth%20to,telehealth%20consultations%20to%20their%20patients$
[2] $ https://www.racgp.org.au/afp/2014/december/digital-technologies-and-chronic-disease-management$
[3] Australian Health Review, The Need for Diagnostic Tools in Telehealth Consultations
[5] Medical Journal of Australia (MJA), The Impact of Telehealth on Timely Medical Care in Australia
The transfer of patient health records from this practice can occur in the following instances:
In accordance with QLD and federal privacy legislation, any request received from another general practice/practitioner to transfer patient health records from our practice must be signed by the patient in giving authority to transfer their record.
The request from the receiving practice needs to contain the:
If there is going to be any expenses related to the transfer, the requesting practice is advised prior to sending the records and, once the fee has been paid, the request will be processed. Our practice uses the fees associated with accessing information from the Office of the Australian Information Commissioner (OAIC) under the Freedom of Information Act 1982 (FOI Act) as a guide when determining a reasonable fee for our practice to charge.
The request signed by the patient and a notation that a copy/summary of the patient’s health record has been transferred is made on the patient’s original health record. The notation includes the name and address of the receiving practice and the dispatch details (e.g. via priority mail or confidential courier or in an electronic form).
Electronic data transmission of patient personal health information from our practice is in a secure format.
All reasonable steps are taken to protect the health information from loss or unauthorised disclosure during the transfer.
This practice does not allow individuals to collect a copy of their health record to take to their new provider.
Making a request
Access to a new patient’s previous health information can assist with the continuity of care of that patient.
When requesting records from another practice, a standard request for the transfer of patient health records letter template should be used.
This letter template incorporates provisions for the request to contain:
We take pride in providing quality healthcare, and to ensure your dedicated appointment time, please inform the reception at least 4 hours before your scheduled time if you cannot attend.
Your appointment is reserved with care, and as we operate at full capacity daily, timely cancellations not only show consideration but also allow us to offer the slot to others on our waiting list.
Patients who miss appointments without adequate notice will be charged a $80 non-attendance fee, not eligible for Medicare rebate. Further appointments are contingent on fee payment.
Our commitment to punctuality (excluding emergencies) is reciprocated in expecting your timely arrival. If you arrive unreasonably late (more than 5 minutes), rescheduling may occur to prevent delays for other patients, and a fee might apply.
Repeated non-attendance or late attendance may impact your ability to book future appointments. Your cooperation is appreciated in maintaining an efficient and respectful healthcare environment.
We take pride in delivering high-quality, evidence-based, and comprehensive healthcare. To ensure that we can continue offering this level of care, we regret to inform you that, at this time, we are unable to provide bulk billing for most of our appointments. This limitation is solely due to the underfunding of General Practice. We encourage you to learn more about this issue by visiting www.racgp.org.au. If you wish to express your concerns to your local Member of Parliament (MP), please request a letter template from our reception desk. Your voice can help bring attention to this important matter.
General Appointments
We are committed to helping our community and those in need. This is why our GPs have decided to continue bulk billing:
We understand the value and impact of preventative care. As such, our practice will continue to bulk bill:
Procedures
Wound care/Dressings fees
Please be advised that patients will incur an out-of-pocket expense for wound dressings and the utilisation of medical consumables provided by the practice.
It's important to note that while Medicare covers the cost of the doctor's consultation time, it does not provide reimbursement for wound dressing supplies. As a result, the practice is unable to absorb the cost of these dressings while maintaining the provision of quality healthcare services.
The out-of-pocket costs for wound dressings are outlined as follows:
Please be aware that all patients, regardless of concessional status, will be subject to an out-of-pocket fee for wound dressings.
Click here to view a comprehensive guide to our 2024 fees.
Note: We strongly advise verifying your eligibility for these appointments by contacting our reception or Medicare directly. Medicare enforces strict billing guidelines, meaning that even being one day early can render you ineligible for a rebate.
Legislation has been implemented in all states and territories to oversee the prescription of drugs categorised as dependence/addiction, encompassing Schedule 8 drugs. Schedule 8 drugs are classified as 'poisons subject to the restrictions advised for dependence drugs by the 1980 Australian Royal Commission of Inquiry into Drugs.'
In order to adhere to the Health (Drugs and Poisons) Regulation 1996 , our doctors will not prescribe S8 drugs or drugs of dependence to new patients or via Telehealth.
You can only obtain repeat prescriptions of S8 drugs by your regular GP. Other GPs in our practice will not be able to prescribe these medications without a full assessment AND a consultation with your regular GP.
Click here to view our privacy policy
This Patient Code of Conduct outlines the expected standards of behavior for patients at Robina Village Medical Centre. By attending our private practice, you agree to uphold these standards, recognising that failure to do so may result in the discontinuation of treatment.
Patients Agree:
Patients Acknowledge:
Patients Will Refrain From:
Zero-Tolerance Policy:
Anyone violating this code of conduct will be asked to leave (police may be called) and discharged from the practice. If you witness or experience inappropriate behavior, please report it to any staff member.
Our practice is committed to maintaining a safe and respectful environment for all, and adherence to this code ensures the well-being of patients, staff, and the quality of healthcare services.
Robina Village Medical Centre
Robina Village Medical Centre 3/201 Ron Penhaligon Way Robina, QLD 4226
Copyright © 2023 Robina Village Medical Centre - All Rights Reserved.
Our practice and the providers in our rooms offer private and direct Medicare billing (also known as bulk-billing). The following patients are bulk-billed:
Dr Amanda Khoo will be away from 21/12/24 to 20/01/24
