Patient information

How do I book an appointment?

You can book an appointment by:

• Calling reception at 02 9652 1663

• Using HotDoc - https://www.hotdoc.com.au/medical-centres/glenorie-NSW-2157/glenorie-district-medical-centre/doctors

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Please advise reception when booking if you require:

• Interpreter services (48 hours’ notice appreciated for in-person translation)

• National Relay Service (for hearing impairment)

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We also accommodate walk-in patients whenever possible, but we recommend booking ahead to secure your preferred time and doctor.

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What are the consultation times?

Consultations are generally scheduled in 15-minute intervals. Please request a longer appointment if you:

• Have multiple concerns

• Require a full medical examination

• Expect the consultation to take more than 15 minutes​

Urgent or unforeseen cases will be seen by the first available doctor.

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Can I see my preferred doctor?

We will book you with your preferred doctor whenever possible. If they are unavailable, the earliest appointment with another doctor will be offered to reduce waiting times.

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Can more than one family member be seen at the same time?

Yes. If more than one family member needs to see a doctor, please book separate appointments (preferably back-to-back). You are welcome to attend together.

I need a consult but can’t come to the clinic. Can I book a phone or video consultation?

Yes. You can book a phone or video consultation with one of our GPs.

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• Medicare rebates apply to eligible patients and have seen our GP in the clinic within the last 12 months, as per Medicare rules.

• If you haven’t visited the practice in the last 12 months, a full private fee will apply and no Medicare rebate is available.

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Phone consultation: Please provide your phone or mobile number and be ready to take our call at the scheduled time.

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Video consultation:

• Ensure your device (computer, laptop, or phone) has a working camera and microphone.

• Go to our website: www.glenoriemedical.com.au and click “Join our online waiting room”.

• Stay on the page, and our GP will join you at your booked time.

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What if I can’t attend my appointment?

We value your time and ours. If you cannot attend, please notify us at least 24 hours in advance so we can offer the spot to another patient.

• Missed appointments or no-shows incur a $25 fee for standard consults and $50 for longer consults.

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If you are unable to reach our reception to cancel your appointment we highly recommend you respond to the appointment SMS or send us an email at reception@glenoriemedical.com.au to notify us that you will not be attending your appointment to avoid our cancellation fee.

Home visits are available for patients within 15 minutes of the practice who are too unwell to attend. Please give as much notice as possible. Urgent cases are prioritised by medical need.

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Please note that all Home visits are privately billed.

We have after hours service available on:

• Public holidays (24 hours)

• Weekdays | 6:00 pm - 8:00 am

• Weekends | 12:00 pm - Monday 8:00 am

If you require a doctor urgently after the surgery hours, please phone 8724 6300 (1300 HOME GP)

In emergencies, phone 000 for an Ambulance or attend your nearest hospital with an Emergency Department- Hornsby Ku-ring-gai, Hawkesbury, Westmead, Norwest Private or Sydney Adventist Hospital.

When will I receive my results?

Depending on the type of test, results may take 24 hours to 7 business days. Once your doctor has reviewed them, you will be notified if an appointment is needed to discuss the results. Some results, such as swab tests, may be sent directly to you by the pathology company.​​ 

You are responsible for contacting the clinic and booking an appointment with your GP to review your results.

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Do I need an appointment to discuss my results?

Yes. To ensure you receive accurate information and appropriate medical advice, please book an appointment with your doctor to review your results.

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Can the receptionist give me my results?

No. Our reception team is not clinical staff. Results will only be discussed with you by your doctor. Reception cannot provide results before your doctor has reviewed them.

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Can I get a copy of my results?

Results are only released to the patient they concern and after the doctor has reviewed them. Reception cannot provide results before this. You can request a copy during your appointment or by contacting reception. Doctor approval is required before any results or reports are released.

Emergencies and longer consultations can sometimes cause delays. Please book a longer appointment if you think you’ll need extra time. We appreciate your understanding when delays occur.

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Our reception staff will do their best to keep you informed of any delays to your appointment but we strongly suggest that you phone reception prior to your appointment time to check if there are any delays.

You can contact your doctor during surgery hours. If they are with a patient, we will take a message and return your call as soon as possible. Emergency calls are prioritised and put through immediately.

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​Our practice email is reception@glenoriemedical.com.au Please note that no medical advice is provided via email. Any correspondence received will be documented in your patient file. The email account is routinely checked, and messages are usually reviewed and responded to within 72 hours.

If your matter is urgent, contact us directly on 02 9652 1663.  In a medical emergency, call 000 immediately.

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You can request a copy of our communications policy at any time.

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Your medical record is confidential and protected under the Health Records and Information Privacy Act 2002. To request a copy, speak with your doctor.

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To learn more about our comprehensive Privacy Policy, download the PDF or ask one of our receptionists.

We believe in preventative medicine and offer reminder programs for services like immunisations, cervical screening, diabetes care, and health checks (ages 45–49 and over 75). Let us know if you’d like to be included.

Do I need an appointment to get a script or referral?

Yes. Please book an appointment for new and repeat prescription or referrals. 

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Can I request a repeat script online?

Yes. We offer a repeat script service via HotDoc. Your doctor will review the request and may:

• Approve the script if appropriate

• Decline the request if a consultation is required to safely assess your condition

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The doctor has five business days to review the Quick Script request. If you are in need of an urgent same-day script, please book an appointment with a GP on the day.

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How will my script be sent to me?

Most scripts are sent via eScript, which can be delivered as a QR code to your mobile so you can fill it at the pharmacy of your choice.

Alternatively, you can:

• Pick up the script in person, or

• Have it faxed directly to your pharmacy if you prefer.

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How long does a referral last?

• A referral from your GP to a non-GP specialist lasts 12 months from the date you first see that specialist.

• A referral from one non-GP specialist to another lasts 3 months.

We are a mixed billing practice. After payment has been made, we will process your Medicare claim through patient claiming.

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Please refer to  our schedule of fees.

We value your feedback and welcome any comments or suggestions about your care at our practice. You can speak directly with our reception team or your doctor regarding any concerns.

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For more serious matters, you may also contact the NSW Health Care Complaints Commission on 1800 043 159.