Patient Information

Appointments

Our appointment system caters for urgent, non urgent, complex, planned chronic care and preventative healthcare.

Appointments can be made online

or by phoning the clinic during business hours on 02 6059 2700.

Appointments available include face-to-face (in person) or telehealth.

A telehealth appointment is a lot like an in-person appointment, but you’ll see the provider on a screen or speak to them on the phone from the comfort of your own home. If you’re booking a videoconference, you will need a smartphone, tablet or computer that is video capable.

Please advise staff if you require a longer consultation to discuss multiple issues, so a longer appointment can be booked.

We operate on a pre-booked appointment system and reserve appointments for emergencies each day. Walk-in patients are offered an appointment within a time frame for their individual needs.

We will send a confirmation reminder of your appointment via Hot Doc as an SMS 24 hours prior to your scheduled appointment.

Due to the unpredictable nature of general practice consultations, the doctors may occasionally run behind schedule.

We understand that circumstances change and that appointments may no longer be needed. In order to make these available to others, we request that a minimum of 3-hours’ notice is provided to avoid a $40 cancellation fee.

To ensure you get the most out of your appointment:

  • Check your scripts prior to coming. 
  • Be prepared with what you need to discuss.
  • you are feeling unwell with fever, cough, runny nose or other symptoms that could be from COVID-19;
  • you are waiting for COVID-19 test results, or have tested positive for COVID-19 
  • you are a close contact of someone with COVID-19; or
  • you are in quarantine.

Communication Policy

There are multiple ways in which this practice communicates with patients and third parties.

This can be via consultation with your doctor or nurse or interactions with other practice staff.

Patients can contact the practice between 8:30am and 5:30pm Monday to Friday.

Our reception staff may use a triage system to assess the urgency of the patients’ needs and concerns. Our reception staff will also perform a three-point identifier check to ensure the correct patient file is matched to the patient on the phone. Please note, it is often not possible to speak to the doctor at the time of calling. A secure message will be sent to the doctor who will return your call when possible, exceptions may be made if the matter is deemed to be urgent. A note will be made in the patients file.

Faxes received that are patient related are placed into the clinical software and sent to the relevant doctor for review. After being reviewed and actioned it is imported into the patient’s file.

Any urgent patient related faxes are immediately handed to the doctor or if that doctor is not available another doctor in the practice will review the fax. All non-patient related faxes are given to the relevant staff member.

Our staff endeavour to respond to email messages received during business hours within 24 hours. If you have an issue that requires urgent attention we request that you contact the practice via telephone.

SMS messages are sent to remind patients of scheduled appointments, health reminders and health recalls. Please make sure you update the practice if there is a change to your mobile number. Please let us know if you would like to be removed from the SMS list.

For patients who have opted out of SMS, a letter may be sent regarding reminders or recalls.

Letters received by the practice are scanned and placed in the clinical software for the doctor to review.  After being reviewed and actioned it is imported into the patient’s file. 

Our website is updated regularly and contains the practice contact details, location, opening hours and information regarding fees and services offered. Our online booking during office hours and also after-hours doctor service details are also available.

Our Facebook and Instagram pages has practice information and health promotions. This page however, is intended for announcements only by Daintree Health and not for the provision of individual medical advice. This page is not regularly monitored for comments. If you have any queries or questions we ask that you please contact the practice via telephone.

A contact list of translator and interpreter services and services for patients with a disability is maintained, updated regularly and readily available to all staff at reception. These include:

  • National Relay Service (NRS) for hearing impaired
  • Translation and Interpreter Service (TIS) Doctors Priority Line 1300 131 450

Contact Information

Click to book your appointment online now.

You can also phone us during business hours on 02 6059 2700.

We prefer to receive correspondence by secure messaging. We are able to receive messages via HealthLink and Medical Objects. Please avoid faxing, emailing or posting us if you are able to send us a secure message via one of these methods.

Daintree Health Wodonga
7 Daintree Way, West Wodonga VIC 3690.

Parking is available on-site.

Our clinic is step-free and is disabled accessible.

Feedback / Complaint Policy

From time to time, the practice invites patients to complete a questionnaire on their views of the clinic and how it could be improved. These surveys are completely confidential and help us to improve our services. We do value your feedback on how we can improve as a practice, and invite you to talk to your doctor, our practice manager, or write to us if you wish.

We hope that any difficulties you may have can be resolved. If you need to contact an outside authority, the details are:

Health Complaints Commissioner Ph: 1300 582 113

Where possible patients are encouraged to raise any concerns directly with the Practice Manager by phone call and every endeavour will be made for a timely resolution of such concerns.  Should a complaint not be deemed to be resolved, the complainant can contact the following organisations: 

VIC: Health Complaints Commissioner 1300 582 113; hcc.vic.gov.au/

NSW: Health Care Complaints Commission 1800 043 159; hccc.nsw.gov.au/

You may also contact the OAIC should your subject matter involve privacy or freedom of information. 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.

We also seek structured /systematic patient experience feedback at least once every 3 years which meet the requirements outlined in the RACGP publication “Learning from our patients”. Feedback collected includes, but is not limited to, the following 6 categories that are considered critical to patient’s experiences within healthcare facilities.

  • access and availability
  • information provision
  • privacy and confidentiality
  • continuity of care
  • communication skills of the clinical staff
  • interpersonal skills of clinical staff 

The data collected is analysed and the findings, including any improvements made, are communicated back to our patients.

As part of our Risk Management Activity, a log of incidents, including complaints, is maintained in an event log.

Preventative Care

This practice offers a patient recall system which is utilised for a range of preventative care activities including:

  • Routine tests such as pap smears
  • Skin Checks
  • Customised recalls tailored to a patients individual health requirements.

Test Results

Patients will need to make a follow-up appointment to discuss results with their doctor. If the doctor is concerned about your results, the staff at Daintree Health will contact your and make an appointment.

Fees and Billing

Daintree Health is a private billing practice with full payment of fees required at the time of consultation. This includes Work Cover and TAC consultations, as we do not invoice third parties directly  (unless a claim has been accepted, and you provide us with a claim number).

Current Health Care cards, Pension concession cards and Medicare cards must be presented at every appointment. Please note that these will be checked, and our records updated accordingly.

For your convenience we accept cash, eftpos or credit card. Personal cheques are not accepted. We do not accept Diners Club, or Amex.

Appointment cancellations within 3 hours will attract a non-attendance fee of $40.00 inc GST

We offer bulk-billing to:

  • 70 years and older who holds a current Health Care Card and Pension Card
  • Veterans Affairs card holders
  • Children under 16 years of age
  • Patients with appointments related to a care plan (does not include mental health plans)

Due to rising costs of staff wages, medical supplies, insurances, and utilities, coupled with the fact the Government has only increased the standard consultation fee by $4 over the last 9 years, it is no longer possible to continue to provide a high-quality service whilst continuing to bulk bill all of our current HCC/PCC patients.

 TimePrivate FeeMedicare Rebate*Out of pocket
Standard Consult< 20 mins$81.20$41.20$40.00
Long Consult20 – 40 mins$119.70$79.70$40.00
Prolonged Consult> 40 mins$157.40$117.40$40.00
 TimeReduced Fee^Medicare Rebate*Out of pocket
Standard Consult< 20 mins$64.75$39.75$25.00
Long Consult20 – 40 mins$101.95$76.95$25.00
Prolonged Consult> 40 mins$138.30$113.30$25.00

Your Medicare rebate will be processed during payment.
All accounts must be settled at the time of consultation.


*Medicare rebate and out-of-pocket costs only where applicable. – To receive the rebate directly into your account, patients are required to register their account details with Medicare. Medicare is responsible for processing this rebate.

Patients may be charged for additional procedures taken during the consultation. These costs are charged to cover the cost of instrument use, dressings and other consumables. Our reception staff will provide an estimate of out of pocket costs for these services prior to the consult.

Umbrella Health maintains a fully computerised medical record system. Your medical record is a confidential document. We comply with Australian Government Legislation, ensuring that the privacy of our patients is maintained.  It is our firm policy to always maintain privacy and security of personal health information, and to ensure that this information is available only to authorised members of our staff. No information will be conveyed to any third party without your express prior consent.

Further information is provided in the Practice Privacy Policy.

Opening Hours

Monday to Friday8:30am to 5:30pm
SaturdayClosed
SundaysClosed
Public HolidaysClosed

Outside office hours / home visits

  • Emergencies call 000 for Ambulance.
  • For any urgent medical issues, please call Health Direct for further advice on 1800 022 222 or alternatively seek care at the emergency departments at Wodonga Hospital, Vermont Street, Wodonga VIC 3690 P: 02 60517111 or Albury Hospital, Borella Road, Albury NSW 2640 P: 02 60584444

Doctors may perform home visits when appropriate, and if time allows. However, they are generally restricted to those who are regular patients.

Practice Information Sheet

Download the information sheet here

Privacy Policy

Current as of 27th June, 2022.

Introduction

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties. 

Why and when your consent is necessary 

When you register as a patient of our practice, you provide consent for our General Practitioners and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only authorised members of the practice 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. 

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.

When, why and with whom do we share your personal information?

Requests for third party access to personal patient health information is initiated through receipt of correspondence from a solicitor or government agency or by the patient completing a Request for Personal Health Information form.

Where our practice holds reports or other health information from another organization, such as a medical specialist, we are required to provide access to this information in the same manner as for the records we create. We are also required to provide access to records which have been transferred to us from another health service provider.

We only transfer or release patient information to a third party once the consent to share information has been signed and, in specific cases, informed consent has been sought from the patient.

Request for Access and Transfer of Patient Information

Patients of this practice have the right to access their personal (and health) information under legislation. The Privacy Act 1988 and Australian Privacy Principles (APPs) govern health service providers’ and other organisations’ obligations to give patients access to their personal health information on request, subject to certain exceptions and the payment of fees.

Website Terms of Use

This website www.daintreehealth.com.au is operated by Daintree Health ACN: 657 725 427 (we, our or us).

Consent: By accessing and/or using our Site, you agree to these terms of use and our Privacy Policy. Please read these Terms carefully and immediately cease using our Site if you do not agree to them.

Variations: We may, at any time and at our discretion, vary these Terms by publishing the varied terms on our Site. We recommend you check our Site regularly to ensure you are aware of our current terms. Materials and information on this Site (Content) are subject to change without notice. We do not undertake to keep our Site up-to-date and we are not liable if any Content is inaccurate or out-of-date.

Licence to use our Site: We grant you a non-exclusive, royalty-free, revocable, worldwide, non-transferable licence to use our Site in accordance with these Terms.  All other uses are prohibited without our prior written consent.

Prohibited conduct: You must not do or attempt to do anything: that is unlawful; prohibited by any laws applicable to our Site; which we would consider inappropriate; or which might bring us or our Site into disrepute, including (without limitation):

(a)   Anything that would constitute a breach of an individual’s privacy (including uploading private or personal information without an individual’s consent) or any other legal rights;
(b)   Using our Site to defame, harass, threaten, menace or offend any person;
(c)   Interfering with any user using our Site;
(d)   Tampering with or modifying our Site, knowingly transmitting viruses or other disabling features, or damaging or interfering with our Site, including (without limitation) using trojan horses, viruses or piracy or programming routines that may damage or interfere with our Site;
(e)   Using our Site to send unsolicited email messages; or
(f)   Facilitating or assisting a third party to do any of the above acts.

Exclusion of competitors: You are prohibited from using our Site, including the Content, in any way that competes with our business.

Information: The Content is not comprehensive and is for general information purposes only.  It does not take into account your specific needs, objectives or circumstances, and it is not advice.  While we use reasonable attempts to ensure the accuracy and completeness of the Content, we make no representation or warranty in relation to it, to the maximum extent permitted by law.

Intellectual Property rights: Unless otherwise indicated, we own or licence all rights, title and interest (including intellectual property rights) in our Site and all of the Content. Your use of our Site and your use of and access to any Content does not grant or transfer to you any rights, title or interest in relation to our Site or the Content. You must not:

(a)   Copy or use, in whole or in part, any Content;
(b)   Reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate any Content to any third party; or
(c)   Breach any intellectual property rights connected with our Site or the Content, including (without limitation) altering or modifying any of the Content, causing any of the Content to be framed or embedded in another website or platform, or creating derivative works from the Content.

User Content: You may be permitted to post, upload, publish, submit or transmit relevant information and content (User Content) on our Site.  By making available any User Content on or through our Site, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free licence to use the User Content, with the right to use, view, copy, adapt, modify, distribute, license, sell, transfer, communicate, publicly display, publicly perform, transmit, stream, broadcast, access, or otherwise exploit such User Content on, through or by means of our Site.

You agree that you are solely responsible for all User Content that you make available on or through our Site.  You represent and warrant that:

(a)   You are either the sole and exclusive owner of all User Content or you have all rights, licences, consents and releases that are necessary to grant to us the rights in such User Content (as contemplated by these Terms); and
(b)   Neither the User Content nor the posting, uploading, publication, submission or transmission of the User Content or our use of the User Content on, through or by means of our Site will infringe, misappropriate or violate a third party’s intellectual property rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.

We do not endorse or approve, and are not responsible for, any User Content. We may, at any time (at our sole discretion), remove any User Content.

Third party sites: Our Site may contain links to websites operated by third parties.  Unless expressly stated otherwise, we do not control, endorse or approve, and are not responsible for, the content on those websites.  You should make your own investigations with respect to the suitability of those websites.

Discontinuance: We may, at any time and without notice to you, discontinue our Site, in whole or in part.  We may also exclude any person from using our Site, at any time and at our sole discretion. We are not responsible for any Liability you may suffer arising from or in connection with any such discontinuance or exclusion.

Warranties and disclaimers: To the maximum extent permitted by law, we make no representations or warranties about our Site or the Content, including (without limitation) that:

(a)   they are complete, accurate, reliable, up-to-date and suitable for any particular purpose;
(b)   access will be uninterrupted, error-free or free from viruses; or
(c)   our Site will be secure.

You read, use and act on our Site and the Content at your own risk.

Limitation of liability: To the maximum extent permitted by law, we are not responsible for any loss, damage or expense, howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent (Liability) suffered by you or any third party, arising from or in connection with your use of our Site and/or the Content and/or any inaccessibility of, interruption to or outage of our Site and/or any loss or corruption of data and/or the fact that the Content is incorrect, incomplete or out-of-date.

Indemnity: To the maximum extent permitted by law, you must indemnify us, and hold us harmless, against any Liability suffered or incurred by us arising from or in connection with your use of our Site or any breach of these Terms or any applicable laws by you. This indemnity is a continuing obligation, independent from the other obligations under these Terms, and continues after these Terms end.  It is not necessary for us to suffer or incur any Liability before enforcing a right of indemnity under these Terms.

Termination: These Terms are effective until terminated by us, which we may do at any time and without notice to you.  In the event of termination, all restrictions imposed on you by these Terms and limitations of liability set out in these Terms will survive.

Disputes: In the event of any dispute arising from, or in connection with, these Terms (Dispute), the party claiming there is a Dispute must give written notice to the other party setting out the details of the Dispute and proposing a resolution. Within 7 days after receiving the notice, the parties must, by their senior executives or senior managers (who have the authority to reach a resolution on behalf of the party), meet at least once to attempt to resolve the Dispute or agree on the method of resolving the Dispute by other means, in good faith.  All aspects of every such conference, except the fact of the occurrence of the conference, will be privileged. If the parties do not resolve the Dispute, or (if the Dispute is not resolved) agree on an alternate method to resolve the Dispute, within 21 days after receipt of the notice, the Dispute may be referred by either party (by notice in writing to the other party) to litigation.

Severance: If a provision of these Terms is held to be void, invalid, illegal or unenforceable, that provision must be read down as narrowly as necessary to allow it to be valid or enforceable. If it is not possible to read down a provision (in whole or in part), that provision (or that part of that provision) is severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms.

Jurisdiction: Your use of our Site and these Terms are governed by the laws of Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts operating in Australia and any courts entitled to hear appeals from those courts and waive any right to object to proceedings being brought in those courts.

Our Site may be accessed throughout Australia and overseas.  We make no representation that our Site complies with the laws (including intellectual property laws) of any country outside Australia.  If you access our Site from outside Australia, you do so at your own risk and are responsible for complying with the laws of the jurisdiction where you access our Site.

For any questions and notices, please contact us at:

Daintree Health  ACN: 657 725 427

Email: [email protected]

Last update: 27th June 2022