Practice Information

We welcome all new patients to Robina Town Medical Centre & Easy T Medical Centre, our two fully accredited, GPA Plus General Medical Practices.

In all cases extra information can be found in our patient information booklets found in our waiting areas.

Fees for general consultations are:

Item 23 – Standard Consultation: $80 (Immediate Medicare Rebate $37.60)
Item 36 – Long Consultation: $120 (Immediate Medicare Rebate $72.80)
Fees for other services can be provided by Reception – please don’t hesitate to ask.

We will continue offering bulk-billing for: Under 16’s, sighted Health Care Card/Concession cards & Government seniors card holders.

Some services Medicare do not provide rebates for: Insurance/Medical paperwork, Procedure gaps, WorkCover, Scripts/Referrals without attending, any visits where the patient is not present.

Fees will be quoted by Reception or the Doctor.

Our Consultations
Consultation is by appointment, however we do our best to accommodate walk-in patients. Urgent medical matters will always be dealt with promptly.
Book online
Online Bookings are great for:

  • Requesting repeat prescriptions
  • Blood pressure checks
  • Follow-up appointments
  • Organising referrals
  • Organising pathology or radiology tests
  • Coughs & colds
  • Cervical Screening Test
  • Other minor illnesses
  • Sickness certificates
Phone Reception
Please phone Reception on 5578 9000 to make an appointment for:

  • Complex or multiple issues
  • Skin excisions or surgical procedures
  • Centrelink/Insurance documents
  • Workcover or other Medicals
  • Postnatal checks
  • Counselling
  • More than one family member to be seen
  • Appointments that also need the nurse, e.g. dressings, vaccinations, child health checks, ECG’s, spirometry, ear syringing.

Appointments
Robina Town Medical Centre operate on an appointment based system. A standard appointment is 10 minutes.  Patients with appointments will have preference except in emergencies.  An appointment for a standard consultation should be made with your preferred doctor for your continuity of care or the next available doctor.  Please ensure you advise our receptionist if you prefer a particular doctor or require prompt attention for matters such as chest pain, burns, eye injury etc.

If you feel your consultation will take longer than a standard appointment time (e.g. smear, excision, medical, multiple issues requiring a longer appointment time) please advise the receptionist so that the correct time can be allocated. Please be understanding if your doctor asks you to rebook if they need appropriate time to deal with multiple issues. For this reason it can be beneficial to start with your most serious issue first.

We endeavour to make running to time a high priority, however emergencies do happen and appointments may run over time on occasion.  You will need to make an appointment for the following:

a) Specialist Referrals
A consultation must precede a referral to a specialist.  Doctors are unable to back date referrals, they must be dated when the letter was written with the patient present. Please check with your Specialist’s receptionist before attending if a new referral is required for the visit.  Please allow adequate time to get the referral prior to the specialist appointment.

b) Repeat Prescriptions
Your doctor has given you enough medication to last until he needs to see you again for review.  Our doctors do not issue prescriptions without consulting with the patient unless prior arrangement has been made with your doctor.   A fee may apply if a script is requested without consultation.

c) Results
Our practice policy is an appointment is needed to obtain your results unless your doctor has indicated something different. We do not give out results over the phone as we cannot identify you and the doctor needs allocated time to start further investigation provide prescriptions and answer any questions you may have. Depending on your result your doctor may use our secure texting system to let you know your results are okay OR they may ask a nurse to ring you (or ring you themselves). They should make it clear to you when you obtain your referral/request when you should rebook.

Reception can only pass on limited information so we discourage patients ringing asking if their results are back.  Due to privacy laws we are unable to give information to other persons without your permission. Please speak to the receptionist if you would like to discuss this further.

Medical Certificates
Medical certificates are legal documents and are only issued if you present for consultation with one of our doctors. As is the case for referrals we are unable to back date them.

New Patients
If you are a new patient, please arrive 10 minutes early to complete our registration forms and allow reception time to add you to the computer system. Alternatively you can print the form new patient form and hand the completed form to Reception before the time of your visit. To avoid identity theft we require new patients to provide Photo Identification at first visit.

Cancellation of Appointments
If you need to cancel your appointment please call us as soon as possible, to enable us to reschedule the day for other patients.

Choosing your doctor
We will do our best to help you see the doctor of your choice. All evidence suggests that communication between a doctor and patient is improved when a good relationship exists between the two. We recognise it is not always possible to see the same doctor, so our system of recording notes takes this into account. If you are a new patient, you can read more about our team on our doctors pages.

When you arrive
You must check in so the doctor knows you have arrived. Please use the kiosk screens at Reception (to save time, check your contact details are up to date and see where you are in any queues). If you are late or your appointment is for one of the following reasons, please check in at the Reception desk:

  • New Patients
  • Workcover
  • Procedures
  • Vaccinations / Injections
  • Care plan paperwork
  • Medicals

Fees
Our practice offers private and direct Medicare billing (also known as bulk-billing). We bulk-bill patients with a valid government concession card, seniors card or if you are under 16. We offer a $10 discount to students and those between 16 -18. Gold and white card DVA holders are direct billed to DVA. Private patients may be bulk-billed at the discretion of the doctor. There are some services Medicare do not provide a rebate for and these require an out of pocket payment on the day eg paperwork, medicals, gap payments for complex procedures and insurance work etc

Where possible please give reception a brief explanation of your visit reason so they can book you appropriately and pass on any fees. This makes it easier at the end of your visit to know what payment, if any, will be required that day.

Medicare Claims
We offer immediate claiming on the same day as your appointment for valid Medicare card holders. Please make sure your bank details are registered with Medicare.

Procedures
Our doctors can perform many minor surgical procedures such as removal of moles or skin lesions, cryotherapy (for cancers and warts), biopsies and excisions, treatment of simple fractures and so on. Some more complex procedures carry a gap fee which will be quoted to you when the booking is made. Both of our practices have access to resuscitation equipment. Your doctor will ask for a longer appointment where necessary. Please do not book these types of appointments using online bookings.

Investigations
Our GP’s can perform Electrocardiograms (ECG), Lung Function tests, Hearing test screenings, Blood sugar testing and Pregnancy testing. Blood collection for pathology, X-rays, CT scans, ultrasound, mammograms and endoscopy tests can all be arranged elsewhere if needed.

Infection Control
If you or child has a rash or have been in contact with a known disease (chicken pox, school sores, measles etc) please ring reception from outside the practice. A nurse or doctor will do a quick assessment before you come inside. If they ask you to come inside, please immediately use the anti-bacterial hand gel and take an appropriately sized mask from our desk before seeing Reception to be arrived.

If you are coughing or have a cold or the flu – on arrival please use the anti-bacterial hand gel and take an appropriately sized mask from our desk before checking in with Reception.

Please DON’T check in via our screen/kiosk and don’t let sick kids climb over chairs or use the drawing desk. This all limits the chance of spreading possible infection to those who are sick, un-immunised or who have a low immunity. We thank you for your understanding.

Waiting Room Courtesy
Phones: Please don’t be on the phone when reception or your doctor are helping you.  While waiting, if you need to have a phone conversation please make it brief and keep your voice low. Please do not use speaker phone to have your conversation. You are welcome to step outside the surgery but let a receptionist know your name and where you’ll be in case the doctor calls you.

Children: Noisy, running children are a tripping hazard and distraction for staff. In particular doctors who are trying to consult in nearby rooms. Those who are sick appreciate a calm and quiet waiting area. Feel free to bring items you know will keep your children occupied – but if this is an electronic device please bring their headphones so the speaker isn’t necessary.

Unwell on Arrival
If you are experiencing chest pain, difficulty breathing, dizziness, excessive bleeding or nausea and\\or vomiting please tell a receptionist. If you start feeling this after sitting down please tell a Receptionist, nurse or any GP. Our split waiting areas mean we can’t always see you.

Home Visits
We do provide house calls for patients of this practice when necessary on request. It is usually better if patients are able to attend the surgery as it’s better equipped for examination and treatment.

After Hours Consultations
Normal practice hours are Monday to Friday 7.30 – 5.30pm and Saturday 8am to 1.30pm.  Consultations outside of these hours or on a public holiday may attract a higher fee (and in most cases a higher rebate for you).  All Veterans with a Gold Card or White Card will be asked to sign a voucher and will be billed directly to DVA.  All Workers’ Compensation injuries and medicals are billed independently of Medicare.
 Care Plans, Health Assessments, Childhood vaccinations, flu vaccinations and repeat dressing will be direct billed to Medicare.

If your situation is urgent or an emergency please call 000 or attend your closest hospital, otherwise after hours medical care is available for patients of our Practice. You can ring 5578 9000 or call the answering service directly on 5595 6090 to contact Dr Bartlett, Dr Geissler or Dr Hutchison. There is a call out fee of $180 with a rebate available. If it is not urgent and you can wait until the following day, please book online via our website.

Recall and Reminder System
Our practice is committed to preventive care.  We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. Our health reminders are sent by text which require you to provide your surname and date of birth to identify yourself before the text will open. You can click a link and book an appointment online or you can opt out of SMS recalls and reminders after receiving your first text. Alternatively you can opt out of receiving a text by letting your GP or Reception know, and rather than receiving SMS the practice will ring you or send a letter instead.

Communication Policy
Our practice prefers phone communication. Email communication is not ideal as we cannot identify you and the method is not secure. If we do agree to email you information it will be password protected and you will need to ring to obtain the password. There may be a charge for work done without an appointment. Doctors need allocated time to perform work so please book an appointment, don’t email your request. Messages are passed to GPs and responses occur as quickly as they are able. Not every GP works every day but you may be asked to book an appointment.

Patient Code of Conduct
Our practice has a code which outlines the expected standard of behaviour for all patients. By attending our practice you are agreeing to uphold this standard. This information can be viewed in our black Patient Information folder kept at Reception.  In summary we cannot condone: swearing or abuse toward staff, questioning or refusal to follow our practice policies (which are in place for patient and practice safety), private patients leaving without paying, attending the practice if affected by alcohol or drugs, attending for the purpose of obtaining drugs of addiction, intimidation or bullying behaviour toward doctors or staff. For further information please read the folder kept at Reception.

Your Medical Information and Your Privacy
All doctors at our practice use computerised Medical Records to record information, order tests, provide prescriptions and file Specialists reports. 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. We follow Australian Federal Privacy Laws and Standards for the private health sector. A single A4 health summary sheet will be available for free. Further information will incur a charge. We have a Privacy Policy brochure and a written Practice Privacy Policy.

Disabilities
We cater for people with special needs and disabilities. Please advise our friendly team who will be very willing to assist with any requirements.

Hearing or Language Issues
To help our GP’s ensure they fully understand the nature of patients’ problems, and to ensure patients understand the outcome of their consultation, we use an interpreter service when necessary.  Further information about the Translating and Interpreter Service (TIS) can be found here: https://www.tisnational.gov.au/. If you are hearing impaired this company can contact us and verbalise what you are typing to them.   Pre-booking is preferred for hearing barriers as an interpreter is needed onsite but language barriers can often be helped there and then if the GP rings the TIS service.  Some languages may need a pre-booked interpreter so best to contact the website above to check prior to the appointment.

Transfer of Medical Records
If you require a copy of your records to be sent elsewhere, our practice sends a summary for free, but may charge up to $50 for preparing complete records.

Accreditation
Accreditation is the process of measuring and ensuring quality in General Practice. Accreditation is  based on standards developed by the Royal Australian College of General Practitioners and Government representatives. Accreditation is a sign of this practices ongoing commitment to Quality Patient Care.

‘Close the Gap’ Initiative
Our practice is participating in the ‘Close the Gap’ government initiative. Please tell reception, our nurses or doctor if you identify with being of Aboriginal or Torres Strait Island origin. We acknowledge the traditional custodians of the Gold Coast and surrounding areas.

Waiting Room Booklet
We have a booklet in our waiting room area that covers a range of information about our Practice.

  • Practice Information Sheet
  • A summary page of things to know – toilets, baby changes room, appointment options, leaving feedback
  • Practice privacy and our policy relating to patient information
  • Patient code of conduct
  • How to get the most out of a doctors visit
  • Fees and Services we offer
  • Our practice policies
  • What is means to be accredited
  • My Health Record (shared record) information

Feedback
We welcome all feedback as without it, we don’t know if we’re doing great or need to make improvements. Some feedback is discussed in staff meetings so everyone can learn from it and where it leads to us making a change we will share this on our website. You can pass on feedback anytime in person through a staff member or if you wish to remain anonymous you can print and complete a feedback form here.
This can be faxed, posted, emailed or placed in the feedback box at any reception desk.
Robina Town Medical Centre > Fax: 5562 2176 Phone: 5578 9000 Email: practice@rtmc.com.au
Easy T Medical Centre Fax > 5575 8906 Phone: 5503 6333 Email: cfrost@rtmc.com.au
Shared Post office box >  PO 3172, Robina Town Centre, Q 4226

Complaints
Can be made in person, by emailing or ringing the practice manager.
Robina Town Medical Centre > Email: practice@rtmc.com.au
Easy T Medical Centre > Email: cfrost@rtmc.com.au

If you wish to take a complaint further
We recognise patients have certain rights and we endeavour to support these rights. If you are unhappy with any aspect of the services or if you feel your rights are not supported, we would appreciate your comments. Patient feedback is very valuable to us as we can either continue great services or make improvements. Forms are available on the Reception desk or our website. Should you wish to take any complaints further you can contact: Office of the Health Ombudsman. info@oho.qld.gov.au Ph: 133 646

Practice Information Sheet

Download a 2-page printable sheet with all of our practice information.