Frequently Asked Questions
Ocean Keys is a private billing practice. Our fees vary according to the length of consultation, for example :
If you are experiencing financial hardship, let us know so we can make alternative arrangements. We believe that no one should go without.
If you are a pensioner, health care card holder or child under 16 years old there is no out of pocket cost during regular office hours. If you are a full time school student, please inform your doctor, as our policy is to provide zero gap services for routine appointments.
We can lodge your Medicare claim on your behalf electronically immediately after your appointment. In most cases Medicare will pay the rebate into your account by the end of the next business day. To register your bank details with Medicare, please use this LINK.
Please advise us if you need to cancel your appointment as soon as possible so that we can care for someone else. We may charge a fee if you repeatedly fail to attend for your appointment.
We reserve some urgent appointments for emergencies or urgent matters. Please let us know the urgency so we can help you make a timely appointment. We keep a standby list if these urgent appointments have all been used.
A standard appointment is usually between 10-15 minutes. Please ask the receptionist to book a long consultation if you need a general check-up, have more than one problem to be dealt with or need a consultation that will include counselling.
SCRIPTS, REFERRALS OR MEDICAL CERTIFICATES
If you need a referral to a specialist, please make an appointment at least one week prior to your specialist appointment. This allows us to write a letter containing all the relevant information. Please note that it is illegal for us to backdate a referral.
If you need a prescription, we ask that you book an appointment when you are on your last repeat. We often need to check that the medication is still appropriate, optimal and safe.
If you need a medical certificate, we need to see you to certify that you are unfit for work. To do this, please book an appointment.
We try hard to keep to time, however injured and unexpectedly ill patients can, and do, cause delay. You can help too. Please ask the receptionist to book a long consultation if you need a general check-up, have several problems or need a consultation that will include counselling.
PHONE RESULTS AND CALLS
Please ring our reception staff for your results, usually one week after the test has been collected. It helps if you can ring in the afternoon. The doctor will write whether you need to be seen or not. If you need further information, you may need to make an appointment to discuss the result with your doctor.
Privacy laws make it illegal for us to disclose any information about a patient, even to family members, without their prior consent. If you want a family member to have access to your results, please let our receptionists know to make a note of this in your record.
As it is important to keep interruptions to a minimum, it will not generally be possible for the doctor to take a patient’s phone calls during a consultation. The doctor will return your call as soon as possible. Please let us know if it is urgent.
We keep your records electronically on a secure server. This includes tests, letters, certificates, correspondence, prescriptions, and referrals.
COMPLAINTS, COMPLIMENTS AND SUGGESTIONS
We want to make you happy. We’re proud of our practice, but if you have any feedback, please contact us.
The Practice Manager
Ocean Keys Family Practice
2/5 Ebb Way
We take all complaints seriously and your feedback is important to us so please write.
Alternatively, an after hours GP service operates from 7pm to 11pm weekdays and 11am to 11pm weekends
Joondalup After Hours GP
60 Shenton Avenue
If you have an emergency, go to the emergency department.
Joondalup Health Campus
60 Shenton Avenue
If you are uncertain if you need to see a doctor, call Health Direct for contact with a nurse or a doctor over the phone who will give advice on whether the issue can wait or if urgent care is necessary. Their phone number is 1800 022 222 and you can access details on their service through this link. HEALTH DIRECT
We have a system to follow up with health checks and disease reviews. We may not recall for routine vaccination, however always recall for pap smears.
CARE PLANS AND ALLIED HEALTH REFERRAL
Medicare requirements for the visits are that you have :
- a chronic medical condition that has complex care needs
- care needs that require 3 or more care providers with ongoing responsibility for your care
If you fulfill both of these conditions, a GP care plan, team care arrangement and referral can be created. Please note that this process does take time as we will need to correspond with other practitioners involved with your care.