FAQ

FAQ

How do I make a booking?

The practice is an appointment only practice. We keep some time slots for urgent cases. Appointment Times are 15 minutes. You are welcome to have a longer consultation (ie 30min), just tell our practice staff when you’re making a booking. If the doctor is attending to an emergency when you arrive, we would appreciate if you can either wait or rebook your appointment.

What if I need medical care after hours?

The practice has partnered with the Sydney Medical Service to offer our patients continuous medical care. If you require a GP during our opening hours (Mon-Fri 8am-6pm, Sat 8am-1pm), please call us on 02 8765 8891 to make an appointment. However, if you need a GP outside of our opening hours (including Sundays and Public Holidays) please call the Sydney Medical Service on 02 8724 6300 and a GP will visit you at home. This service is bulk-billed for patients of the Mortlake Family Medical Practice. For all emergency and urgent issues, attend your local hospital or call Triple Zero 0-0-0.

How do you manage my personal information?

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 is only available to authorised members of staff. Your written consent will be obtained if some or any part of your de-identified file is used for trial or any study purposes.

I have a complaint/feedback to give. What can I do?

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 concern, suggestions and complaints seriously. 

Our practice manager can be contacted at jonathan@mortlakemedical.com.au or by calling our reception desk on 02 8765 8891.

If you wish to discuss the matter outside of the surgery, there are several options available including The Medical Registration Board, AMA or Health Care Complaints Commission at  Locked Bag 18 Strawberry Hills 2012 Phone 02 9219 7444. Free call No. 1800  043 159.