If you have a valid Medicare card, you will have access to the medicare rebate processed at the time of your appointment. Our fee schedule for the most common appointments is as follows:

** If you are experiencing financial difficulty, we encourage you to speak with your practitioner to discuss billing options.

** For all appointments (regardless of length) between 8am-8pm Monday to Friday and 8am-1pm Saturday there will only be an out of pocket cost of $50.

**For all afterhours appointments (regardless of length) before 8am and after 8pm Monday – Friday, Saturdays after 1pm and All day Sunday there will only be an out of pocket cost of $70.

**We are a cashless clinic, all payments can be made by card at the reception desk or over phone for telehealth consultations.

We understand that sometimes it is not possible for you to attend an appointment. We ask that you please cancel a booked appointment at least 2 hours in advance so that we can accommodate someone else who needs our attention.

Having an appointment and then not showing up for this appointment can mean that someone else that requires medical care may miss out of the chance to see the doctor. Out of courtesy for all of our patients, our policy is that if you miss an appointment (without notification) twice then you will move to a walk-in only appointment booking schedule. All this means is that you can still come in and see us though you will not be able to book in advance. We understand you are busy though we also would like to ensure all patients are supported in their medical care equally.

We try our best to book you in with your preferred doctor at every appointment. However, unfortunately, the same doctor may not be available on the day of your visit. You can choose to wait for an appointment with your preferred doctor or you can have an appointment with another doctor who will have access to your full medical history and treatment notes.

We are open Monday to Friday from 7 a.m. to 10 p.m, Our weekend timings are from 8 a.m. to 8 p.m. Outside of these times, we can arrange a third party home visit by a doctor who will provide a report on your visit to add to your records for any follow up appointments.

Our practice is working towards being open from 7am-middnight 7 days a week. We will be sure to update you all when we start to increase our hours further. Afterall, accessibility is something we are passionate about!

If your health concern is not urgent, you can contact the Australian Government’s Health Direct Helpline on 1800 022 222 at any time for free advice and reassurance. If you are seriously injured or in need of urgent medical help, please call the emergency number 000.

Yes, If you are unable to come to the practice, please contact us and we will discuss your situation with your GP. Telehealth visits are offered at the clinic and home visits are offered at the discretion of the doctor.

Yes, we have a mix of male and female medical practitioners onsite. We also have female nurses available, should you prefer to receive care from a woman.

We appreciate that at times you may need to speak to your doctor. However, our doctors are usually consulting patients who have booked appointments and they strive to provide reduced waiting times and timely care to patients at the practice. As a result, it is not always possible to put you straight through to your GP. You are welcome to leave a message and the doctor will call you back at the soonest available time, depending on the urgency of your request. We encourage all patients to make an appointment online and discuss any health issues in person with their doctor.

Due to the risk of a data breach, we do not communicate confidential patient information via email. We invite you to book online to see your doctor to discuss any concerns or obtain any information about your health.

When you undergo any tests at our practice, the results are returned to your GP and referring physician. All test results will be carefully reviewed by your GP. If the results are normal and no further action is required, you may not hear from us. If the test results require follow-up, you will receive notification by SMS or telephone call to make an appointment to see your doctor. For privacy reasons, test results cannot be given out over the phone. If you wish to discuss your test results with your GP regardless of the outcome, please book an appointment online. This will ensure you receive accurate results and understand their relevance to your health.

Your medical records are confidential. They are stored securely and can only be accessed by clinicians and care providers in the practice. If you wish to obtain a copy of your medical records, please complete a request form and submit it at reception along with a copy of your photo ID and other essential paperwork. Please note, there may be an administrative fee for the release of medical records to you or another medical practice. Medical notes and test results can be released to you or to third parties only with your signed consent.

All consultations at the practice receive a computer-generated SMS reminder (provided you have given consent for this service). We also have an SMS reminder service for routine tests and annual health checks.

Our SMS service on our website homepage also allows you to communicate with one of our team members direct. We are more than happy to assist you in making an appointment or any questions you may have regarding the services we offer onsite.

Zero Tolerance – Abusive or Aggressive Behaviour

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with courtesy and respect.

In line with our practice values and to ensure this is fully observed, we have a Dignity at Work and Zero Tolerance policy.  This means that aggressive or violent behaviour towards our staff or any member of the public within our Practice premises will not be tolerated under any circumstances.

Anyone giving verbal abuse to members of staff, either in person or over the telephone, will be sent a letter from the Practice Manager advising that this behaviour will not be tolerated.  Any future violation of this policy will result in the removal from the Practice patient list.  There will be no appeal process.

We feel sure that you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted.

Please see below, innovate Health Privacy Statement. If you would like to discuss this further please don’t hesitate to contact our Practice Manager on 02 6014 3444.

innovate Health Privacy Statement

Here at innovate Health, we take our social media presence seriously. Please see our Social Media Policy attached. If you have any questions please don’t hesitate to contact us.

innovate Health Social Media Policy

Please see below, innovate Health Email Policy. If you have any questions please don’t hesitate to contact us.

innovate Health Email Policy

Please see our innovate Health brochure below, if you have any questions please don’t hesitate to contact our practice.

TBC – New Brochure being released early 2024

We have two platforms from which you may receive a text message from.

Our Hot Doc messages are automated secure messages which will send appointment confirmation and follow up appointment prompts. The links in these text messages will take you to our Hot Doc website to confirm, change or book in for appointments.

We also offer a direct message service from our staff in the clinic which will come through as our text message from our dedicated clinic mobile number 0480 016 371. If you receive a text message from either source, you can rest assured it is from the clinic.

We offer a Webchat messaging service where you can fill in your details (name, phone number and enquiry) and a staff member will get back to you shortly through a text message via our dedicated innovate Health Albury phone number 0482 095 544. We will endeavour to respond to all messages as soon as possible, within 24 hours. If it is an urgent enquiry please call the clinic directly on (02) 6014 3444.

TIS National Interpreter Service

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.

TIS National has:

• • more than 70 years’ experience in language services
  • access to more than 2700 interpreters in more than 150 languages.

We provide:

• • immediate phone interpreting.
  • ATIS automated voice-prompted
  • immediate phone interpreting.
  • pre-booked phone interpreting.
  • video remote interpreting
  • on-site interpreting.
  • illegal Maritime Arrival (IMA) interpreting.

The TIS National immediate phone interpreting service is available 24 hours a day, every day of the year for the cost of a local call for any person or organisation in Australia who needs an interpreter.

For more information on how to access this service please visit https://www.tisnational.gov.au/or/About-TIS-National

National Relay Service

If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you.

• • A call through the NRS lets you communicate with a hearing person who is using a phone even if you can’t hear or don’t use your voice.
  • The NRS has specially trained staff called Relay Officers who help with every call.
  • Depending on the type of call, a Relay Officer will change voice to text or text tovoice and AUSLAN to English or English to AUSLAN.
  • Relay officers stay on the line throughout each call to help it go smoothly, but don’t change or get in the way of what is being said.
  • Except for calls made through Video Relay, the NRS is available 24 Hours a day, every day.
  • Depending on your hearing and speech, and equipment you have, you can choose from one or more relay call types.

For more information please visit https://www.infrastructure.gov.au/media-communications-arts/phone/services-people-disability/accesshub/national-relay-service

Repeats for Escripts can be stored and accessed two different ways. They can be stored electronically with the pharmacy you originally had the script filled or the pharmacy can give you a print out of the repeats to be filled at a later date. If you cannot find your repeats, contact the pharmacy you had the script filled at originally and discuss what their process is for these Escript repeats.