Frequently asked questions

 

 

 

 

Our hours

Lennox Head Medical Centre at 48 Ballina Street, Lennox Head

Monday to Friday 8:30 am – 5:30 pm.

Closed weekends & public holidays.

Epiq Medical Centre at Epiq Marketplace

Monday to Friday 8:30 am – 5:30 pm.

Saturday 8:30 am – 11 am for urgent appointments.

Closed Sunday and some public holidays.

Location

The Lennox Head Medical Centre is next door to the Headlands Resort with the entrance off Park Lane where the road takes a right angle bend at the southern end of Park Lane.

The practice is sign posted from Ballina and Byron streets.

Epiq Medical Centre Lennox Head is located at Shop 1 Epiq Marketplace, 5 Snapper Drive, Lennox Head.

The practice is signposted at both entrances to the Epiq Marketplace.

Appointments

COVID-19 vaccinations are only booked online here.

All other appointments may be booked online or by phone (02) 6687 7444

Use the name as recorded on your Medicare card if booking online. Should there be no suitable appointment times available online please call our practice and our reception staff will depending on availability, book a consultation time that works for you.

If you are a new patient please arrive 10 minutes prior to your appointment so you can complete our patient registration form.

Appointment types

Consultation is by appointment. Our standard appointment time (Level B) is 15 minutes.

Longer appointments may be required, particularly if you have complex health issues, need an insurance medical or full medical, require a Cervical Screening Test formerly known as a Pap smear or having a skin lesion removed.  If you are unsure whether a longer consultation is required please discuss with our practice staff when booking your appointment.

Separate appointments are required for each family member even if you are seeing the doctor at the same time and we will strive to book adjoining consultations to make this as convenient as possible.

Missed appointments

Should you be unable to attend your scheduled appointment please notify our practice so that we can make this appointment available for  someone else.

We may charge a fee if you fail to show up or cancel your appointment without reasonable notice. This fee is not covered by Medicare. 

Home visits

Home visits are available to existing patients who live in Lennox Head and are unable to attend a regular appointment for medical reasons. Private fees apply.

After hours

We are available for urgent consultations at the Epiq Medical Centre Lennox Head each Saturday between 8:30am and 11am.

Our practice is closed on public holidays.

Please phone (02) 6687 7444 for information on how to contact our doctors.

Call 000 for an ambulance if urgent medical attention is required.

If you are seriously hurt or sick you can present to the Ballina Hospital Emergency Department located in Cherry Street.

Fees

Lennox Head Medical Centre is a private billing medical practice. This enables your GP to maintain the highest standard of care.

Our standard appointment is 15 minutes.

Due to the lack of adequate indexation of the Medicare rebate over many years, the practice is no longer able to offer bulk billing. This decision also applies to Health Care Card Holders and Children over 8 years of age.

Discounts may be available for Pensioners, Health Care Card Holders, Seniors Card Holders and Children.

Your doctor at Lennox Head Medical Centre and Epiq Medical Centre Lennox Head may offer bulk billing for those eight years old and under and for those with an Aged Pension, who are regular patients of the practice and for shorter consultations.

In general, if you are registered at another practice under MyMedicare it is better if you attend that practice for your care needs, full fees apply to those registered at another practice, if eligible you can change your registration on your Medicare Online Account or Express Plus Medicare Mobile app. if you wish.

Occasionally doctors may either charge a rebate-only fee or bulk bill if multiple items are billed on the same day, if multiple family members have been seen on the day or for complex consultations such as GP Management Plans or over 75-year-old Health Assessments.

Fees will vary according to the time spent with your doctor and any procedures performed during the consultation. Some doctors have different fees and billing decisions are at their discretion, so should their rates cause personal hardship or there are special circumstances please discuss this with your doctor during your consultation.

Bulk billing has become untenable and has now reached the point where bulk billing results in your doctor receiving around 50% of the normal fee for the service.

Between 2012 and 2022, Medicare rebates increased by an average of just over 1% each year.

Rebates for standard GP consultations were completely frozen (i.e. did not receive an annual indexation increase from the government) between 2014 and 2018.

Since 2019 rebate increases have not kept up with inflation, rental costs or the wages for our staff.

Payment is required at the time of consultation and cash, EFTPOS and credit card (MasterCard and Visa) are accepted.

We can lodge your claim with Medicare at the time of payment. If you pay by debit card your rebate can be transferred immediately to your bank account by Medicare, alternatively, Medicare can usually transfer to your nominated bank account overnight.

A list of indicative fees and Medicare rebates is available in our waiting room.

If you feel the government should be doing more to support your Medicare rebate please contact your local member of parliament.

All medical services are provided by your GP. The centre does not directly provide medical services to the public. The centre and/or its authorised representatives provide your doctor with Practice Management Services according to their instructions. Your GP is responsible to you for all conduct and sets their fee at their discretion.

Reminders

From time to time we may send you reminders for procedures such as Cervical Screening Tests and Health Assessments. We may also send you SMS reminders for longer appointments.

With your consent we may send advice about recalls for results and specialist consultations by SMS. Please let us know if you have any concerns about this service.

Looking after your health is a shared responsibility and we are here to help so it is important that you do not solely rely on these reminders.

Telephone advice

Although most problems are best dealt with in a consultation under some circumstances our doctors can be contacted for telephone advice.

Telephone discussions will generate a fee which may not be refundable from Medicare.

If you have been seen at the practice with the last 12 months the Federal Government has funded new temporary COVID-19 Telehealth consultations item numbers for phone or video conferences with you GP.  A gap payment may be required. Our secretaries will discuss our fees with you at the time you make a Telehealth booking and how to pay for your consultation.

Our reception staff will guide you as to whether any matter requires an appointment, a return phone call or urgent advice.

Email consultations / communications

Whilst email is a convenient form of communication it may not be secure and Australia has established a range of privacy provisions that general practices are obliged to follow to protect your personal health information.

Our practice has a policy which does not encourage electronic communication of health information by email or SMS due to the difficulty with managing encryption and privacy issues.

We require your formal consent to transfer personal health information by email. Email services may generate a fee which is non-refundable from Medicare.

If you do elect to email our practice please address it to the practice manager and send to manager@lennoxmedical.com.au. Response to emails can take up to 7 days however it can be longer if the addressee is on extended leave.

Prescriptions by phone

Prescription renewals are available without a physical appointment if your doctor deems this is appropriate.

If your doctor prescribes by phone you’ll be charged a fee which is non-refundable from Medicare.

Alternatively, you can book a face-to-face or Telehealth appointment.

To set up a consultation appointment please phone our practice on (02) 6687 7444 or else book online.

For requests for prescriptions without an appointment please phone our practice on (02) 6687 7444.

Results

Many people feel anxious or worried when told their imaging or blood results are not completely normal and your doctor wants to discuss them. This is perfectly understandable however an abnormal result does not necessarily mean there is a serious problem. Results may have a comment or indicate a medical concern that may require a follow up appointment.

We may, with your consent, notify you by SMS with advice about recalls for results and specialist consultations or our reception staff may contact you to schedule an appointment.

Should our reception staff contact you this is following an instruction by your doctor. They do not know the details of your test results. This ensures your personal health information is kept completely confidential.

Your doctor may leave a message advising that your results can be discussed at your next routine visit however you are welcome to make an appointment if you want the details sooner.

It’s often helpful to book a follow-up visit to discuss results at the time you arrange the test.  Alternatively, if you haven’t heard from us by phone or SMS after 7 days you may call the practice to confirm your test results have arrived.

New patients

While some of our doctors may not be able to take new patients we will always find a caring GP to look after you at our practice.

If your history is complicated please book a longer consultation for your first visit.

If you have a more complex medical history it would be very helpful if you could bring a health summary or list of medications (sometimes it’s helpful to bring all your medications in a bag with you for us to review) and to bring in a list of your allergies so these can be added to your patient record.

With your consent we will request your history from your previous practice and may schedule a review after it arrives. This ensures that your health summary is up to date and accurate and future treatments are fully informed based on your medical history.

Transfer of health information

If you have consistently consulted another general practice the health information held by that practice may assist/inform your future treatment. If you wish us to have a copy or summary of your health record please ask one of our reception staff to organise this.

These medical records are the property of your previous practice. Most practices are happy to send a summary however some charge a fee for the administration of handling and copying the records. If such a fee is charged and you wish the records transferred you will be responsible for these costs.

Practice privacy policy

We respect your need for privacy. You can read our privacy policy where we outline how we manage your personal health information.