Questions our Doctors are Frequently Asked

9/34-38 O’Hanlon Place, Nicholls ACT 2913 (Directly Opposite McDonalds)

Click here for direction.

With a bus stop next to the clinic, our practice is highly accessible to public transport commuters.

Our building is located at ground level with no steps access required through our front door.

The entire Medical Centre is within a single level with no internal steps.

There are over 120 free car park spaces next to our front door. This free parking facility also caters for disabled parking.

Appointments can be booked via any of the following:-

• Online – this is convenient, quick and accessible 24hrs a day, 7 days a week. Simply follow this link to make a booking
• By calling 02 5104 3966, and
• In person at the clinic

We are accepting New Patients.

For your first appointment, we encourage you to arrive at least 15mins before your scheduled appointment time. This will enable you complete relevant paperwork towards your initial registration.

If achievable, we encourage you to download the New Patient Registration form by following this link, complete the form beforehand and bring with you to the clinic. This will save some processing time at your first appointment. Before sending sensitive personal information via Email, we encourage you to be mindful of the risks associated with transmitting such information via Email.

Unable to download or print out the form? – Not to worry, our friendly reception staff are able to provide you the form upon arrival at the front desk.

If transferring your previous medical records from any other healthcare provider, you can download a Request for Transfer of Medical Records form here. Please contact your old provider to confirm if any administrative fees are applicable towards the processing of your medical records transfer request. You may be required to pay such fees (directly to  your old practice) before your previous medical records are sent to us.

We look forward to welcoming you to KENOLTA for a Personalised, Holistic Care delivered with Empathy and Excellence.

We have a considerate billing policy that actively seeks to minimise out-of-pocket costs for your consultations.

Specific concessional rates apply to relevant adult concession cardholders and ALL children <16yrs (see below). If you hold a relevant concession card, kindly notify our reception staff.

Full Payment is required at the end of your consultation. This can be made either in cash or by card. At the time of payment, our friendly reception staff can assist with processing your Medicare rebate for an electronic refund into your bank account. Some of our fee schedules are outlined below.

• Pricing for Adults with Pensioner Concession Card/Low Income Health Care Card & ALL Children <16yrs

Consultation type	Out of pocket cost	Medicare rebate	Clinic fee
MBS Item 23 – Standard	$33.60	$41.40	$75.00
MBS Item 36 – Extended Standard/Long (Tier 1)	$34.90	$80.10	$115.00
MBS Item 36 – Long (Tier 2)	$59.90	$80.10	$140.00
MBS Item 44 – Prolonged	$57.00	$118.00	$175.00
Saturdays and Public holidays – Standard	$48.60	$41.40	$90.00
Saturdays and Public holidays – Long	$79.90	$80.10	$160.00

• Pricing for patients 16yrs and over, without a concession card

Consultation type	Out of pocket cost	Medicare rebate	Clinic fee
MBS Item 23 – Standard	$48.60	$41.40	$90.00
MBS Item 36 – Extended Standard/Long (Tier 1)	$54.90	$80.10	$135.00
MBS Item 36 – Long (Tier 2)	$79.90	$80.10	$160.00
MBS Item 44 – Prolonged	$77.00	$118.00	$195.00
Saturdays and Public holidays – Standard	$58.60	$41.40	$100.00
Saturdays and Public holidays – Long	$99.90	$80.10	$180.00

• Details listed above are indicative and not a full list of MBS items that may apply when you visit your doctor. Your bill could vary depending on a range of factors
• Pricing/Out of pocket cost for surgical and other clinical procedures will be discussed by your doctor
• ALL Physiotherapy & Exercise Physiology Appointments are priced at $110 (i) With a valid EPC referral from a GP, a Medicare Rebate of $58 may be claimable (ii) Subject to Level of Cover/Extras, you may be able to claim a rebate from your Private Health Insurance Provider.  Relevant details can be found on your insurance policy.

If you require medical attention outside of our opening hours, please contact National Home Doctor by calling 13 74 25 (13 SICK), website: homedoctor.com.au OR Canberra Afterhours Locum Medical Service (CALMS) on 1300 422 567, website: calms.net.au

If unable to attend your appointment, we request that you kindly reschedule or cancel your appointment. This will enable us offer such appointments to other patients.

Appointments can be cancelled online or by calling the practice on 02 5104 3966.

For an appointment with a Doctor or a Nurse, we require a minimum of 4 hours notice.

For Physiotherapy and Exercise Physiology appointments, we require at least 24 hours notice.

If there is no adequate time notice for a cancellation or reschedule request, a late cancellation fee will apply. A “Did not attend” fee will be charged for “no shows”.

Towards providing you with optimal care, we need to collect your personal and medical information. This information will be handled in compliance with the Australian Privacy Act 1988. For more information, visit The Privacy Act — OAIC

Our Privacy policy

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).

What personal information do we collect?

The information we will collect about you include your:

• names, date of birth, addresses, contact details
• medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
• Medicare number (where available) for identification and claiming purposes
• healthcare identifiers
• health fund details.

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

How do we collect your personal information?

Our practice may collect your personal information in several different ways.

1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
2. During the course of providing medical services, we may collect further personal information. Our practice participates in the use of eHealth services. Information may also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary etc

3. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

• your guardian or responsible person
• other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
• your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).

When, why and with whom do we share your personal information?

We sometimes share your personal information:

• with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
• with other healthcare providers
• when it is required or authorised by law (eg court subpoenas)
• when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
• to assist in locating a missing person
• to establish, exercise or defend an equitable claim
• for the purpose of confidential dispute resolution process
• when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
• during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms including paper records, electronic records, visual records (X-rays, CT scans, videos and photos)

Our practice stores all personal information securely in electronic format, in protected information systems or in hard copy format in a secured environment. This includes the use of passwords, secure cabinets, confidentiality agreements for staff and contractors.

How can you access and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information.

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing and our practice will respond within 30days. In certain instances, we may charge a reasonable fee to cover the cost of complying with your request.

Where possible and appropriate, our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing.

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure and within 30days.

Privacy related correspondences can be directed to our practice manager – P.O Box 508, Belconnen ACT 2616 / by Emailing admin@kenolta.com.au / completing a feedback form on our website. Our phone number is 02 5104 3966.

You may also contact the OAIC. Generally, they will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

Privacy and our website

Your personal information may be collected via our website, appointment booking app, through our social media platform or by email. We advise you to always be mindful of an uncontrolled audience when using social media platforms and also online security when transmitting your personal information online. More information on our Website Privacy Policy can be found here

Policy review statement

We reserve the right to review this privacy policy from time to time and advise you to check this policy regularly.

We welcome feedback as it is an important tool for quality improvement. Feedback forms are available at our reception desk. These can be dropped in the secure feedback box at the reception.