Patient Feedback

We constantly strive to give you the best possible care and attention. We have a suggestion form for any comments located at the reception desk. Feel free to comment on any issues or feedback you think we may benefit from. A box is provided for your anonymity. If you are unhappy about any aspects of our service, please ask to see the Practice Manager who will be more than happy to listen to you.

Emailing the Clinic

You may email the clinic for general enquiries. Our emails are dealt with in a 24 hour time period during surgery hours as the email address is only monitored once a day. Information/health advice will not be provided over emails. You will be asked to book an appointment with your doctor.

Appointments are best booked by phoning the clinic on ph: 3421 7488.

In certain circumstances we may communicate via email with you. In exchanging your information, you acknowledge that email is not recognised as a secure method of communication and we cannot guarantee the confidentiality of your information. We will always ask you to send us an email first in which we will reply with your information attached.

Home Visits

Home visits may be provided but it is at the discretion of your doctor.

Walk-In Appointments

Walk-ins will be allocated the first available consultation and will usually be required to wait.

Contact with Doctors

Clinical telephone calls will be triaged by the nursing staff, where necessary calls will be referred to the Doctor. To minimise interruptions to consultations, you may be required to leave your contact numbers and a message, your doctor will return your call at their earliest convenience. In some instances a consultation with the doctor may still be necessary.

If you are experiencing chest pain, difficulty breathing, bleeding, convulsions or vomiting please inform our staff immediately.

Recall & Reminder Systems

Mediwell adopts a pro-active, preventative approach to the maintenance of every patient’s health and well -being. Under the State & National Patient Reminder System, patient reminders & recalls for pap smears, immunisations, cervical and bowel cancer screenings, health assessments and other services are carried out on a regular basis.

You may be contacted by us via phone, text message or mail as part of our ongoing preventative health recall and reminder system. If you do not wish to be part of our clinics or the state or national reminder systems please advise our reception staff.

Medical Certificates, Results, Referrals & Prescriptions:

It is the policy of our practice that all results, repeat prescriptions medical certificates and referrals require an appointment. In some cases results may be given to you over the phone by our Practice Nurse at the discretion of your Doctor. If you are unable to come to the clinic for an appointment our Doctors may charge a small fee for any prescription or referral that needs to be written.

Arrival at the Clinic & Waiting Times

Please present to the reception desk when you arrive at the clinic and after you have finished seeing your doctor.

We understand time is important to you, our reception team will try and advise all patients if there are longer than usual waiting times. Please advise us upon arriving if you are concerned about waiting times. If you have been waiting in the clinic for your appointment for longer than 30 minutes, please advise reception. Our doctors strive to reduce waiting times where possible.

Cancelling and Failing to attend Appointments

If you are unable to attend your appointment please contact the clinic no less than 2 hours prior to your appointment to cancel. Failing to cancel or attend your appointment could results in a fee being charged.

Interpreter & Translating Services

If you require an interpreter for another language other than English we can arrange this for you through telephone or on site interpretation with the Translating Interpreter Service – 131 450

If you are hearing impaired and require an interpreter we can arrange this through telephone or on site interpretation with the National Auslan Interpreter Booking Service -1800 246 945

Transferring Medical Records

To ensure we can provide you with comprehensive health care we advise patients to provide their previous medical records where possible. If you would like us to arrange to have your medical records transferred to the clinic simply advise our reception staff. All patients over 16 years of age will need to sign a consent form, parents or guardians can sign on behalf of patients under 16 years.

Please be aware that some clinics may charge a fee to have your records transferred, if you receive an invoice in relation to this you will need to contact the corresponding clinic.

We do not charge a fee to send medical records to other health professionals. A fee may be incurred if medical records are requested by insurance or work cover companies or if a patient requests copies of their records.

Medical Students:

At Mediwell we believe we have a responsibility to participate in the education of the next generation of Doctors. From time to time throughout the year there may be a medical student on rotation with us from the University of Queensland.

You will be advised at the time of your appointment if this is the case and you permission will be sought to have the student present during your consultation.


Our clinic complies with the Privacy Amendment (Private Sector) Act 2012 and the Australian Privacy Principles. All information collected is treated as “sensitive information”. All patients’ health records and information are handled and stored to protect the privacy of the patient.

Our New Patient Information Form requests patients to sign an agreement for our doctors to discuss a patient’s health care/treatment with other relevant health professionals. Patients always have the right to decline this agreement.

To view our full Privacy Policy, click here.