Flu Vaccines

Under the National Immunisation Program, Free Flu Vaccines are provided to Children aged 6 months to less than 5 years, All Aboriginal and Torres Strait Islander people aged 6 months and over, Patients with Chronic Diseases, Pregnant women, People aged 65 years and over. Private flu vaccines are available for purchase ($25) to patients who do not meet free flu vaccine requirements.

Booking is essential. Click “Book Now” button and select “Flu Vax” from the drop down list. Please note, book an separate "15 min appt" if you like to discuss your results or prescriptions.

My Medicare Registration

Department of health have commenced “My Medicare” patient registrations. MyMedicare patients will have access to , greater continuity of care with your registered practice, improving health outcomes, longer Medicare Benefit Scheme (MBS) funded telehealth consultations with your GP, more regular visits from your GP and better care planning for people living in a residential aged care home, from August 2024, connections to more appropriate care in general practice for people who visit hospital frequently, from mid-2024.

Eligibility: a Medicare card or DVA card holder, at least two face to face visits recorded with us in the previous 24 months.

How to Register: Medicare Online Account, Express Plus Medicare Mobile App, MyGov, (Search “Matraville Doctors” in your online account, Suburb Postcode 2036), By filling a digital registration form at the reception desk. Our team will be able to assist you with the registration process when you come in next time. More information is available via www.health.gov.au/our-work/mymedicare

Accepting New Patients

Yes, we are accepting new patients. Click BOOK NOW button and select new patient. Bring a valid Medicare card for Medicare rebate and a Photo ID to verify your identity. Medicare card and a photo ID is mandatory for every consultation. Same day appointments are available on most days. We recommend you to book an appointment in advance where possible.

Face to Face Vs Telehealth Consultations

Matraville Doctors are offering face to face and telehealth consultations. We are requesting you to wear a Mask if you have any respiratory infections or Book a telehealth appointment. Medical centre is a high risk setting with immunosuppressed, elderly and babies. Telehealth Medicare rebate is available if you had one face to face consultation in the 12 month period.

Referrals and Prescriptions

All referrals and prescriptions (new and repeat) require a consultation with a doctor. Please note that a referral is a legal document, it cannot be backdated or issued without a consultation with a Doctor. Your Doctor will determine if a referral is warranted. We ask all our patients not to misplace their referrals or attend your specialist appointment without one.

S8 Drugs Policy

Doctors DO NOT prescribe S8 addictive drugs to any patients.

Note, we have real time prescription monitoring software. This program is introduced by department of health to stop prescription shopping. Centrally connected to national prescriptions database. With a click of a button, we will be able to confirm if you were prescribed / dispensed a prescription recently.

Urgent Care

Call Triple Zero “ 0 0 0 “ in an emergency.

Mental Health - Lifeline Support - Crisis & Suicide Preventive, Call 13 11 14

Nearest Hospitals with emergency departments:

1. Royal Prince Alfred Hospital (RPA) - 50 Missenden Road Camperdown. Phone: 02 9515 6111

2. St Vincent’s Hospital - 390 Victoria Street Darlinghurst. Phone: 02 8382 1111

3. Prince of Wales Hospital - 320 Barker Street Randwick. Phone: 9382 2222

4. Sydney General and Eye Hospital - 8 Macquarie Street Sydney. Phone: 02 9382 7111

5. Sydney Children’s Hospital - High Street Randwick. Phone: 02 9382 1111

For less critical but urgent medical attention, please ring National Home Doctor Service on 13 SICK (13 74 25)

Home visits are available on request for less mobile patients whose condition may restrict them from visiting the clinic. Private $300 gap per visit may apply. 

Communication Policy

Matraville Doctors in the practice may be contacted during normal surgery hours. If the GP is a with a patient, a message will be taken and the reception staff will advise you when it is likely that the doctor will return your call. Your call will always be put through to the GP in an emergency.

We do not accept any requests for clinical information over email since we are unable to assess and examine your condition properly.

Results Policy

Requests for results are generally not given over the phone or email unless agreed at the time of initial visit. Patients will need to make an face to face or an telehealth appointment to see the doctor. Your doctor will advise you when the expected results will arrive at the practice.

Recall & Reminder System

Matraville Doctors is committed to preventative care. We may call or issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you wish do not wish to be a part of this system, please let us know at reception or with your Doctor. Alternatively, you can reply STOP when you receive an SMS.

Management of Patient Health Information

Matraville Doctors abides by the ten National Privacy Principles and ensures personal health information is held in strict confidence and only available to members of staff and authorised individuals.
We take your privacy very seriously and for this reason we:

• will not give out patient details or medical information over the phone or email

• will not disclose medical information to your partner or other family member unless specifically agreed

• will not disclose medical information of a child aged 14 or over to a parent unless specifically agreed

Please note that according to legislation and Medicare rules a child aged 14 or over may attend a GP alone and consent to normal medical treatment without the parents knowledge or consent.

Change of Personal Details

Please advise our customer advocate team of any change of details as soon as possible. This is very important so we can contact you if necessary for any health-related matters.

Complaints & Feedback

We are always open to feedback from you about our service. We take your concerns, suggestions and complaints very seriously so that we can improve and become a better practice.

Please feel free to talk to your doctor or business manager. Our practice will endeavour to respond to any suggestions within 7 days of receipt.

However if you wish to take the matter further and feel that you need to discuss the matter outside of the surgery. Contact the Health Care Complaints Commission via www.hccc.nsw.gov.au.

Zero Tolerance Policy

Matraville Doctors has a zero tolerance policy for any form of aggressive or intimidating behaviour, verbal or physical.

Any person acting in an aggressive or intimidating manner in person will be asked to leave the premises immediately, or if this occurs over the phone, the phone call will be ended immediately.

Our practice may no longer continue to provide ongoing medical care to any person who engages in any form of aggressive or intimidating behaviour and their medical records will be transferred to another medical practitioner nominated by the patient.

Non Smoking Policy

For the Health and Well being of our Patients, the practice has a strict non-smoking policy. Smoking is not allowed within the practice or in the immediate vicinity. Your adherence to this policy would be appreciated.

Interpretation Service

Patients from non-English speaking backgrounds are able to contact 1800 555 660 or 131450 to book an interpreter. (Private fee may apply)

Transfer of Medical Records

You can transfer your Medical Record from your current / previous clinic to Matraville Doctors to continue your care. Request a transfer of medical records form from one of our doctors or admin staff here.

If you wish to transfer your medical record from Matraville Doctors to another medical centre, there will be a fee of $66 to cover our admin time.

Email Policy

We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a password. We request you download all attachments, delete the email as soon as possible to avoid any potential online security breaches. Matraville Doctors take no responsibility of security breaches. Verbal consents are recorded at the time of consultation.

For all communications outside the software program which may contain sensitive data, we prefer not to communicate via emails. If you request a copy of medical information, you will be asked for a fax number, postal address or to pick up from surgery.

AGPAL accredited – what does this mean?

Being accredited means that our general practice is committed to a comprehensive program which involves engaging our whole practice team to review our practice’s systems and processes, opening our practice doors to allow a team of independent surveyors to assess how our practice operates. Assessment of our practice, and achievement of the nationally recognised Royal Australian College of General Practitioners (RACGP) Standards for general practices, that focus on health care quality and patient safety.