Patient Information

Access to Personal Medical Records

Under the Privacy Act 1988, you have the right to access your personal health records from One Healthcare-Woodside. If you would like to request a summary or copy of your medical records, please speak to your doctor. Please be informed that administrative fees may apply for such requests and they are usually processed within 5-10 working days.


Our practice has an appointment system for consultations, assisting us in the smooth running of consultations. However, there are inevitable delays sometimes and you may be kept waiting. We sincerely apologize for this delay.

When making your appointment, IF you feel your situation might take longer time to discuss than the standard appointment time, i.e., 10-15 minutes, kindly inform the receptionist of the same and they would book you in for an EXTENDED CONSULTATION. Examples of this type of consultation includes multiple health issues, emotional issues, excision biopsy of skin, life insurance medicals, heart (ECG) checks etc. Of course, we always make provision and time for URGENT consultations, particularly for sick children.

- Long Consultations

Longer consultation are required for Chronic Disease Management and Care Plans, Drivers Medicals and Work Medicals, Work cover etc. Kindly inform the reception when you book your appointment for a long consultation.

- Missed Appointments

We are a bulk billing practice. As we feel that everyone has a right to good healthcare, and wish to provide an affordable service to the community, we choose to bulk-bill all our consultations. We can only bill Medicare for patients actually seen which makes patient attendances very important to us. If you cannot make it to an appointment, please contact the surgery immediately, to give us the opportunity to book other patients during this time. If you do not show up for an appointment, you will be charged a NON-ATTENDANCE FEE.

Billing Information

We serve the community by BULK BILLING all eligible patients, even though THE GOVERNMENT HAS FROZEN MEDICARE REBATES. However, some consults are not eligible for BULK BILLING as per government guidelines. Examples include pre-employment health-checks, travel vaccinations, driver’s license health check for professional drivers, overseas students and tourists without access to Medicare etc.

Surgical procedures are performed FREE OF COST. However, we charge you a small fee for the actual consumables used during such procedures, only because such costs are not covered by Medicare.

Code of Ethics

The Royal Australian College of General Practitioners defines “GENERAL PRACTICE as: “A practice that provides person centred, continuing, comprehensive and coordinated whole-person health care to individuals and families in their communities.”. We sincerely feel that the services offered by us fit comfortably within these guidelines.


All patients’ consultations and records are kept strictly confidential and cannot be discussed or reproduced. It is our practice policy to maintain security of personal health information at all times and ensure that this information is only available to authorized members of staff.

Emergency / After-Hours

When unattended, a recorded phone message will direct you to the emergency/after-hours service to GP care, Mount Barker @ 1300 GP CARE (1300 472 273). For non-urgent health concerns, you can also call healthdirect helpline at any time on 1800 022 222. In case of an emergency please call 000. For issues requiring immediate medical advice, that cannot wait for you to see your regular GP the following day, please hold the line and one of our health professionals will answer your call. 

Home Visits

For logistical reasons home visits are only offered when it is very difficult for the sick person to come to the surgery. These are at the doctors’ discretion. Please discuss with your doctor if you feel a visit is required.

Interpreter Service

We use TIS (Translating and Interpreting Service) when necessary.

Medical Certificates

Medical certificates are legal documents. These are available only if you are present for a consultation with one of our doctors. We cannot issue medical certificates without you actually seeing the doctor, and we do not issue medical certificates retrospectively.

Patient Feedback

If you are unhappy about any aspect of our services, please feel free to contact us and air your grievances. Your first line of contact should be our practice manager, on 8389 7232.

We also like to receive positive feedback.

Patient Information

It is of paramount importance that we have your latest up to date medical details, please inform the reception staff when you change Address, Phone Number, Mobile Number, Medicare & Concession Card details. It is very difficult to notify patients if we need to change appointment times when these details are incorrect.

Personal Health Information

One Healthcare preserves the privacy and confidentiality of your personal health information, which includes your medical records, family information, address, employment demographic and account data. Your medical records contain all of your important medical history, such as conditions, treatment, medications, allergies, vaccinations, tests and results. One Healthcare considers all patient medical records in the strictest confidence between you, the patient, and your doctor. One Healthcare will never release your medical records without your written consent, unless the records are subpoenaed by a court of law.

Privacy Information

This practice complies with the Privacy Act.


Our surgery has a recall system that enables us to send reminders for scheduled preventative care and other health related appointments. We also use this system to ensure patients have discussed important results with their doctor.

Please inform us, if you do not wish to be included in our recall register.

Release of Medical Information

New patients registering with us may wish to authorize the release of their medical records from other doctors. This will enable us to provide proper continuity of care for any existing medical conditions. Ask your doctor today about how you can request your medical records to be transferred from your previous health care provider to One Healthcare – Woodside.

Telephone Consultations

We do not offer Telephone Consultations and we encourage you to book an appointment with your doctor if you need a consultation. However, should you wish to leave a message for your doctor as a follow-up measure, please call the reception.

Emergency situations like Acute asthma attack, Chest pain, Severe burns, Electrocution, Severe vomiting etc. need to be treated in a hospital setting. Time is very precious in such circumstances and we highly recommend you call 000. Having an ambulance cover for your family would be a good idea.

Test Results

Unless otherwise organised with your doctor, please make an appointment to discuss results of tests. However, you can ring the Surgery for your pregnancy test results.

Transfer of Medical Records to another Health Provider

We will respond to requests to transfer a copy of your medical records to another practice, when we receive such requests from the said practice on behalf of you, the patient. Please be informed there may be an administrative fee for processing your request. We also provide third party health care providers with a summary of your medical history to ensure continuity of care, such as when we refer you to a specialist.


We do not encourage walk-ins as it disrupts the smooth flow of the appointment system of our practice. However, we will try our best to accommodate emergency situations that can be dealt with in a GP setting. Children under the age of 1 year, needing medical attention under a GP setting are an exception as well.