- Opening Hours
- Home Visits & After Hours
- New Patients
- Appointments/Bulk Billing Clinics
- Doctors' Availability
- Consultation Fees
- Medical Students
- Reminder & Recall System
- Accessing Your Health Records
- Script Requests, Referrals & Test Results
- Language Difficulties
- Disabled Access
- Feedback & Complaints
The Riverstone Family Medical Practice is located at 71 Garfield Road East, in the heart of Riverstone. We are just a few minutes walk from Riverstone Railway Station. If you are coming by car, there is ample street parking nearby.
We are easily accessible from surrounding suburbs by car:
- Schofields – 4 minutes
- Marsden Park – 5 minutes
- Rouse Hill – 9 minutes
- The Ponds – 11 minutes
- Vineyard – 8 minutes
Home Visits & After Hours
Home visits during normal hours are available for regular patients of the Practice who live within a 2km radius. Please call early in the day if you require a home visit.
For GP medical advice beyond our current opening hours, we recommend one of these two services:
After Hours GP Clinic at Hawkesbury Hospital
6pm to 10pm weekdays
2pm to 10pm weekends & public holidays.
National Home Doctor Service
Call 13 74 25.
Please let them know your usual GPs name so we receive notification of the visit.
The closest Emergency Department is at:
2 Day Street, Windsor, NSW 2756
New patients are welcome to join our Practice. We prefer that your first appointment is a longer appointment so that we can collect your health information and perform a thorough physical examination. At this appointment, you will be seen by our nurse first then the doctor. Please bring any information such as results or scans that may be helpful in your care.
We also need you to bring along some form of Photo ID, either a drivers licence, passport or a state issued photo ID will suffice. Your Medicare Card is also required so we can enter the details into your file. These documents take only moments to download from the government websites (see links below). If you wish you can log onto these sites using the practice Wi-Fi.
New Patient Information Form
Please arrive 10 minutes prior to your appointment time to complete the new patient forms or download and complete prior to attending. Our receptionist can assist if you have any questions.
Our consultations are by appointment only. You can book your appointment on line by selecting the ‘Book An Appointment’ tab on the menu bar. If you are not on a health care card or pension there is generally a charge for seeing your doctor of choice by appointment. All children up to the age of 16 years are bulk-billed and we have some doctors who offer bulk-billed consultations for everyone. Reception can advise which is available if you prefer a bulk-billed consultation.
Our standard appointment time is 20 mins. To assist us to run as close as possible to time, please request an appointment length that matches the complexity of the concerns you wish to raise with your doctor. We encourage you to read our information leaflet How to Choose Your Appointment Time in order to make the best estimate. Our receptionists can also help you choose an appropriate time. If there are too many issues to deal with in the allocated time, we may need to schedule a second appointment.
Every day there are consultation times reserved for urgent matters. These appointments are 10 minutes in length to deal with the urgent problem eg acute illness. Please ring as soon as you think you may need to see the doctor and let reception know that the problem is urgent.
We will endeavour to provide your choice of doctor and time whenever possible. For routine appointments you will usually be sent a reminder either by SMS or phone, however you are responsible for attending your appointment. If you are unable to attend for any reason please call the Practice as soon as possible to cancel your appointment. Failure to attend appointments may result in a fee.
Each doctor has a cancellation list and we generally have cancellations every day. Please feel free to ask to be placed on this list if you would like an earlier appointment. Our system does require you to make an appointment in order to be placed on this list. Should your doctor be unavailable at your appointment time we will contact you as soon as possible to let you know and rearrange your appointment. Some appointments will require a longer time such as mental health treatment plans, health assessments and care plans. If you are coming for a specific reason please inform our receptionist when making your appointment so that the appropriate time can be allocated.
Everyday we have patients on a waiting list for an appointment so it is important to attend when you have made an appointment. If you are unable to attend your appointment please call as soon as possible to cancel or cancel it online. We require at least 2 hours notice to cancel your appointment so that we can offer it to another patient. Failure to attend your appointment or cancelling with less than 2 hours notice will result in a fee of $20. (This will be waived in exceptional circumstances.)
We hope you will see us for all your health needs in order to ensure continuity in your health care. Fragmentation that results from seeing doctors outside of our practice runs the risk that important issues may be missed or managed inappropriately.
The staff at Riverstone Family Medical Practice are committed to providing high quality care in a warm and friendly environment. As this process requires a team approach with our patients at the centre of this team, you have certain responsibilities, including the following:
- We expect you to attend your appointments. If you are unable to attend an appointment we expect you to contact us to cancel as early as possible and give at least 2 hours notice (or a $20 fee will be charged – see above for more details). This allows us to offer the appointment to another patient.
- You must be honest and respectful in your interactions with all Practice staff. We consider that our relationship is based on mutual trust and respect. Acting in a dishonest manner undermines this relationship and puts you at risk of adverse outcomes.
- You must follow up on referrals for all investigations including pathology and radiology. This means attending for the investigation and returning to discuss results. While the Practice strives to ensure all results are followed-up, it is ultimately the responsibility of the patient to ensure that they have received their results. Your doctor will inform you how this should be done. It is not sufficient to assume that everything is OK if you hear nothing.
- You must follow up recalls and reminders sent to you. These are sent by SMS or letter and are an important tool in providing excellent care. Should you receive a notification that your doctor wants to see you, we expect you to attend an appointment to discuss the issues at your earliest convenience.
- You should attend specialist referrals given to you. Your doctor will organise a specialist opinion when they feel that this is necessary for your care. If there are issues with attending a specialist please return to talk with your doctor about this.
- We expect you to actively participate in achieving your health goals and follow up on advice given. We commit to working with you to achieve the best possible health outcomes but this requires your co-operation and following the advice of our medical staff. We recognise that change is difficult and we understand that it will sometimes feel impossible but we are here to help so please continue to work with us through the process.
Specific Doctor Availability for Appointments – as at February 2019
(Note that sometimes our doctors are available at other times. Some of our doctors attend aged care facilities and may be not in the surgery during their scheduled hours)
|Dr Michelle Crockett||3pm – 7pm||9.30am – 7pm||2.10pm – 7pm||10am – 7pm||every second|
|Dr Sharon Muir||7am -1.30pm||7am -12.30pm||7am- 6pm||8.30am – 5pm||every second|
|Dr Kim Loo||8am – 7pm||8am – 7pm||8.30am – 4pm||8.30am – 6pm||8.30am – 5pm||1 in 4|
|Dr Rumi Liyanagamage
||8.30am – 1.30pm||9.30am- 7pm||8.30am- 4pm||8.30am – 1pm|
|Dr Ayesha Choudhury||9am – 1.30pm||9am – 1.30pm||9am – 5pm||1 in 4|
|Dr Anne Trang
||10am to 7pm||10am – 7pm|
|Dr Priya Muragiah||8am – 7pm||7am – 5.30pm||2.10pm – 7pm||8.30am – 5.30pm||1 in 2|
|Dr Leila Moghadas
||3pm – 7pm||3pm -7pm||2pm- 5pm||1 in 4|
|Dr Hanaa Wanis|
|Dr Melissa Joseph|
|Dr Matthew Lam|
|Dr Siobhan Ballesty|
|Dr Aarti Ganapathi|
|Dr Jo Mackson|
|Dr Magdalena Mironowicz|
|Dr Saman Daneshjoo|
The Practice provides a mixture of private and bulk billing, dependent upon the attending doctor and the patient’s circumstances.
Children under the age of 16, pensioners and health care card holders will be bulk billed between the hours of 9am and 5pm.
Most other patients will be charged a fee and, for item numbers covered by Medicare, will receive a rebate for a proportion of the total amount. Payments by cash, or using a credit or debit card will have the Medicare rebate returned to a debit account within 11 seconds. If you are registered with Medicare, a cash or credit card payment will allow the rebate to be returned to your nominated account by next day.
Dr Crockett and Dr Muir will continue to charge fees according to our standard policy. For the time being other doctors in the Practice will charge a fee that includes a maximum out-of-pocket expense of $20 for consultations. When other procedures need to be done such as an ECG or excision, then there may be an additional cost which you can discuss with your doctor.
For further information about fees please, please click on this link “Understanding Your Doctor’s Charges”, or ask one of our receptionists. If you are suffering particular financial hardship, please don’t hesitate to discuss the fees with your doctor.
Some examples of our fees are:
|Medicare Item No.||Consultation Time||Fee||Medicare Rebate||Out of Pocket|
|Item 3 (Level A)||Up to 5 mins||$ 21.00||$ 17.20||$ 3.80|
|Item 23 (Level B) Simple||6 – 20 mins||$ 42.00||$ 37.60||$ 4.40|
|Item 23 (Level B) Complex||6 – 20 mins||$ 67.00||$ 37.60||$ 29.40|
|Item 36 (Level C) Simple||20 – 40 mins||$ 103.00||$ 72.80||$ 30.20|
|Item 36 (Level C) Complex||20 – 40 mins||$ 118.00||$ 72.80||$ 45.20|
|Item 44 (Level D) Simple||>40 mins||$ 155.00||$ 107.15||$ 47.85|
|Item 44 (Level D) Complex||>40 mins||$ 207.00||$ 107.15||$ 99.85|
|Mental Health Treatment Plans – will not be bulk billed therefore charges will apply.|
We frequently have medical students sitting in with our doctors and nurses. This experience is vital to their training as we prepare them to be the doctors of the future. Your permission will always be requested if there is a medical student sitting in with your doctor. Please feel free to refuse permission if you are not comfortable having a student sit in. The student is bound by the same confidentiality as your doctor.
Reminder & Recall System
We consider your participation in health monitoring to be an important part of your health care. We have a reminder and recall system for follow-up visits and routine health checks to assist you in this. You may receive reminders by SMS or phone.
Our surgery also participates in national/state or territory reminder systems/registers, with your consent. e.g. Australian Childhood Immunisation register, NSW Cervical Cancer screening register. If you do not wish to be included in these services please advise the doctor or practice staff.
Accessing Your Health Records
Contact the health service provider that holds your health information to request access. Only you or another person you’ve authorised, such as a legal guardian or authorised representative, can make the request.
You may be asked to put your request in writing and for information that identifies you. You may be asked to include:
- your name and address
- the health information you want
- how you’d like to access the health information (such as, by email, paper copies or if you just want to look at the information)
- if you authorise a person or organisation to access the health information on your behalf
When should you get a response to your request?
A health service provider should respond to a request for access to your health information within a reasonable period. We generally think 30 days is a reasonable period.
Can a health service provider refuse your request?
A health service provider can refuse to give you access to your health information in some situations, such as if:
- it may threaten your or someone else’s life, health or safety
- it may impact someone else’s privacy
- giving access would be unlawful
If giving you certain information would impact someone else’s privacy, a health service provider could block out that part and give you the rest of the information. If it’s not possible to give information directly to you because of a concern for your health or safety then they might give access through an agreed third party.
If your health service provider refuses to give you access they must give you a written notice telling you why, and how you can complain about their refusal.
How will you receive your health information?
You can ask for your health information to be given to you in a particular way — by email, phone, hard copy, electronic record, in person, letting you view it, or sending a copy to another health service provider.
If you ask for access in a way that is unreasonable or not practical, a health service provider can give it to you another way — such as on a USB stick rather than paper copies, giving you a summary of the information or allowing you to view it. Another option is to use an agreed third party.
If a health service provider refuses to give you access in the way you requested they must give you a written notice telling you why, and how you can complain about their refusal.
Is there a charge?
A health service provider may charge a fee for giving you access, but this charge can’t be excessive.
The charge may include the cost of:
- staff searching for, locating and retrieving the requested information, and deciding which health information is relevant to the request
- staff reproducing and sending the health information
- the postage or materials involved in giving access
- using an intermediary, if necessary
A health service provider can’t use this charge to discourage you from requesting access to your health information. If possible, they should tell you the likely amount of the charge.
They should also discuss with you options for changing your request to minimise the charge. For example, by changing the way they give it to you — by email rather than paper copy.
When you change your health service provider
If you want access to your health information because you are changing to another health service provider, your current health service provider might prefer to transfer your record to the new health service provider rather than giving you the information directly.
Script Requests, Referrals & Test Results
Most repeat prescriptions and all new medications will require a consultation so that the doctor can check your health and update your records. If you have lost a prescription or need one prior to your attendance you may request this using OzDocs Online.
All new referrals and most review referral letters also require a consultation. The referral process requires a GP to initiate the request for a specialist consultation and requires your doctor to write a detailed letter with important information including your presenting problem, history and medications. Referrals for review from a previous consultation also require a letter that includes an update of your current health issues and any relevant recent events or results.
Please note that referrals cannot be back-dated as Medicare specifically prohibits this. It is the responsibility of your specialist to ensure that you have a valid referral prior to you attending your appointment. If you attend your specialist without a valid referral the receptionist will need to call and arrange for the referral to be written prior to you seeing the doctor.
In some circumstances, a script or referral may be obtained without a consultation and you may request this using OzDocsOnline. A fee applies to this service and is not Medicare rebatable.
We provide assistance with communication in case of languages other than English through use of the Translation and Interpreter Service. We also use interpreters for patients who are deaf, using the Auslan Interpreter Service.
This practice is designed for wheelchair access and we provide a disabled parking space, as well as a disabled toilet for ease of use for patients. If you have special needs please discuss these with your doctor.
We maintain confidentiality of all patient information in compliance with Privacy legislation. It is the policy of this practice to ensure your medical records and personal health information is secure at all times and is only available to authorised members of staff.
Feedback & Complaints
We take your feedback, concerns and complaints very seriously. Please feel free to talk to your doctor, nurse or our reception staff if you have any problems. You may also email our Practice Manager at firstname.lastname@example.org or use our online feedback form. You may also choose to contact the Health Care Complaints Commission at Locked Bag 18, Strawberry Hills, NSW 2012 or Phone: 1800 049 153.
We provide regular opportunities for patient feedback via questionnaires, a Suggestions Box and being responsive to verbal complaints. We welcome your comments and contributions.