Suites 2 & 3, Cnr Queen & Bloomfield Streets Cleveland, QLD 4163



Patient Information 

New Patients

If you are a new patient at Cleveland Medical, you can complete our new patient paperwork before your appointment.

We allow 20 minutes for routine consultations. Every effort will be made to accommodate your preferred time and GP. Emergencies will always be given priority. Please request a longer consultation (30-40 minutes) if you wish to discuss more than one issue. We endeavour to run on time but emergencies occasionally make this unavoidable. We are sorry if at times you are kept waiting. Some appointments take longer than anticipated. At some time, it may be yours. Our reception staff will inform you of any delays. Please advise our reception staff if a translating and interpreter service (TIS) is required for your appointment.  Billing will be based on time taken and procedure performed, not necessarily booked time. 

Fees and Billing Arrangement 
Cleveland Medical is a private billing practice however; DVA gold card holders and government funded vaccinations with the nurse are bulk billed. Payment is required at the time of consultation by cash, EFTPOS, Visa or MasterCard. Accounts will not be issued. The AMA fee structure forms the basis of our billing policy and is available at reception upon request. Fees are based on the length of consultation. Additional costs may be incurred for specific tests, procedures and other treatments. If you have any difficulty in paying our fees, please discuss it with us. 

Also, our patients can claim their Medicare rebate at our surgery in 12 seconds! We have installed the Easy-claim Medicare claiming system which makes Medicare rebate processing almost instantaneous. Contact us for more information.
Repeat Prescriptions

Appointments should be made for all repeat prescriptions for review and management of your medical condition. If you require medications before making an appropriate appointment, a $25 fee will apply for all scripts provided outside a consultation. Please allow 48 hours’ notice to collect.  This service is available online via our website.

Ongoing Referrals
Requests for ongoing referrals for specialists and other allied health providers are available without scheduling an appointment, provided our doctors have previously issued a referral to the same provider for the same condition and the request is within an appropriate timeframe. This service attracts a $25 fee.  This service is available online via our website.
Telephone Access
Our doctors will only accept telephone calls in the event of a medical emergency. For non-urgent enquiries, you may leave a message with reception and your doctor will return your call when available. All advice is best given at the time of consultation.
Test Results
All results need to be followed up. An appointment should be made to discuss results unless directed otherwise by your doctor. Book an appointment to access results.
Health Records Management 
Our practice is committed to preventative care.  We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to receive reminders for preventative health or appointment confirmation please advise reception staff.  If you would like to register for a My Health Record or would like a Shared Health Summary uploaded to your MyHR, please advise reception staff.
Electronic Communication 
It is the policy of our practice to communicate via electronic means in accordance with the privacy laws; however, it is not possible to guarantee that electronic communications will be private. We use an SMS system to confirm patient appointments and to send health reminders. Please advise reception if you do not wish to be contacted via electronic means.
After Hours Arrangements 
For urgent medical attention after hours, please phone 13 SICK (13 74 25).  After-hours care is also available at the Redlands Public Hospital 3488 3111,  or privately at Greenslopes Private Hospital 3394 7111 and South Brisbane Mater Private 3163 8111.
Home Visits 
Home visits are available for regular patients of this practice whose condition prevents them from attending the surgery. Home visits are only conducted within a 2 km radius. Home visits incur a higher fee and are not bulk billed.
Your medical record is a confidential document. It is the policy of our practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the 13 Australian National Privacy Principles. A copy of our privacy policy is available at reception and here. Please see reception to access your personal health information.
Your Rights
We constantly strive to provide our patients with the best possible health care. If you have a problem, we would like to hear about it. Please feel free to talk to your doctor or the practice manager. Alternatively, you may prefer to write to us using our complaints form or suggestion box located in the waiting room. If you feel your complaint has not been adequately handled or resolved by the practice, contact The Office of The Health Ombudsman:

PO Box 13281
Phone: 133 OHO (133 646)

The National Privacy Commissioner is able to receive complaints concerning privacy issues. Complaints will have a response within 28 days. 

National Privacy Commissioner:
GPO Box 5218
Sydney, NSW 2001
Privacy Hotline: 1300 363 992

Members of the public may make a notification to Australian Health Practitioner Regulation Agency (AHPRA) about the conduct, health or performance of a practitioner.
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