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Information for Patients

New patient – How to book an appointment?

Step 1 – New Patient Appointment Request Form

 

Please fill in the New Patient Appointment Request Form. Our reception team will call you within 2 business days to schedule your appointment.

Our Reception Team will walk you through our fees, deposit and cancellation policy. To confirm the appointment, the below fee is required at the time of booking:

For all Doctor’s Initial Appointment (Face to face)

  • A deposit of $300 is required to secure your appointment – $150 will be credited towards your initial appointment, $150 will be kept as a deposit for your future appointments and refunded upon your last appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

 

For all Allied Health Professionals’ Initial Appointment (Face to face)

  • A deposit of $150 is required to secure your appointment, will be kept as a deposit for your future appointments and refunded upon your last appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

 

For all Doctors’ and Allied Health Professionals’ Initial Appointment (Telehealth)

  • Full consultation fee is required to secure your appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

 

Deposit requirement also apply to all Workers Compensation and CTP patients. We also require an WC / CTP approval letter before we can confirm the appointments.

Step 2 – Patient Portal

 

Once the appointment is confirmed over the phone, the system will send you an email with Patient Portal access. Please activate the Patient Portal once you receive the email.

Prior to your initial appointment (Face to Face or Telehealth), you must complete the below at least 7 days before your initial appointment:
• Agree with Mind Oasis Clinic Terms & Conditions
• Read the “Instructions for New patients”
• Fill in all of your personal details at “Patient Portal – My Profile” (Details must be as per Medicare card)
• Upload a Referral Letter (and any medical record if applicable) in PDF format only at “Patient Portal – Upload & Shared File”
• Some of our Doctors and Allied health professionals require our patients to complete Pre-Appointment Questionnaires before their initial appointment.

 

 

Step 3 – On the day of appointment

 

On the day of appointment, please bring your Medicare card and ID. For patients under age 14, the Medicare care and ID of the patient’s parent are also required.

If your initial appointment is with our Pain Specialist or Physiotherapist, please bring X-ray or other scans (if available) with you.

What to bring to your appointment

  

A valid Referral Letter from a GP or Specialist

Medicare card & ID

Relevant medical record or letters

Clinic Policies

By booking an appointment and / or being a patient with our Clinic, you agree to be bound by our Clinic Policies as stated below.

We reserve the right to update any part of these Clinic Policies by posting updates on our website. You can review the most current version of the Clinic Policies at any time on this page.  It is your responsibility to check this page periodically for changes.

Deposit Policy

For all Doctor’s Initial Appointment (Face to face)

  • A deposit of $300 is required to secure your appointment – $150 will be credited towards your initial appointment, $150 will be kept as a deposit for your future appointments and refunded upon your last appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

 

For all Allied Health Professionals’ Initial Appointment (Face to face)

  • A deposit of $150 is required to secure your appointment, will be kept as a deposit for your future appointments and refunded upon your last appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

 

For all Doctors’ and Allied Health Professionals’ Initial Appointment (Telehealth)

  • Full consultation fee is required to secure your appointment.
  • It is fully refundable if you cancel your initial appointment with at least 2 full business days’ notice.

Cancellation Policy

The goal of Mind Oasis is to provide prompt and quality healthcare to all of our patients. We run an appointment system with designated time-slots for each patient. When an appointment is scheduled for you, that time has been set aside for you and when it is missed, that time cannot be used to treat other patients. We request that you respect our clinicians’ time and give us an adequate notice so that we are able to reallocate that time to other patients. Cancellation policies are more about mutual respect than about rules. We respect your emergencies.

 

2 full business days’ notice is required if you wish to reschedule or cancel your appointment, otherwise a cancellation fee will apply as below:

  • For all Doctor’s Initial Appointment: $300
  • For all Doctor’s Follow Up Appointment: $150
  • For all Allied Health Professionals’ Initial and Follow Up Appointment: $150

A business day for us includes Monday to Friday (excluding public holidays). Please call us at 9011 6800 to talk to our reception team directly (No voice message) if you wish to reschedule your appointment.

 

Patients who have TWO late cancellation or no show records will be required to prepay your consultation fee in full for all of your upcoming appointments before we can confirm your appointment. 2 full business days’ notice is required if you wish to reschedule or cancel your appointment, otherwise 100% of the consultation fee will be charged as cancellation fee.

*We reserve the right to discharge you from our service if you do not comply with the above policies.

Doctor communication policy

To minimise disruption to the doctor as they are usually in consultation with another patient, phone calls from patients will not be put through to the doctors. Also, as per the prescription policy of the clinic, we are committed to patient care and patients are required to be reviewed at appointment prior to have prescriptions written.

Discussion over medication review and effects; Request for script, forms, letters will not be responded by our doctors via phone or email. Patients are required to book a consultation to discuss the above issues.

Please note that we are not a crisis management facility. In an emergency, please ring 000 or go to Emergency Department at your local hospital.

For less urgent support, please call:
Mental Health Crisis Line: 1800 011 511
Lifeline: 13 11 14
BeyondBlue: 1300 22 46 36

Doctor communication policy

All of our staff are trained and dedicated to serve you and you will be treated with courtesy and respect at all times. In return, we ask that you treat our reception team and clinical staff with courtesy and respect. We have ZERO TOLERANCE to any abusive, aggressive and threatening behaviour towards our staff. If this is violated, our clinic reserve the right to terminate a phone call, ask the patient to leave the clinic, call the police or transfer the patients care to another clinic.

Fee policy

Mind Oasis Clinic is a private practice and charges private fees for its services. Payment of fees are required at the time of service.

Unfortunately, we do not offer any bulk-billing services in our clinic. If you are experiencing any financial hardship, please discuss options with your GP.

Medicare rebate

All initial patients are required to bring a referral letter from their GP or specialist at your first appointment in order to be eligible for a Medicare rebate. GP referrals must be renewed every 12 months, whilst a referral from other medical specialist must be renewed every 3 months.

To see a Psychiatrist & other Specialist – in order to be eligible for a Medicare rebate, patients must bring a GP referral for your initial appointment. If you are returning for a follow up appointment after a one year lapse since your last visit, you must bring a new GP referral letter.

To see a Psychologist – in order to be eligible for a Medicare rebate, patients must bring a GP referral and a Mental Health Care Plan (MHCP) addressed to our Psychologist for your initial appointment. Patients can generally claim a Medicare rebate for up to 10 psychology sessions per calendar year (Amended to 20 sessions during COVID) if you take up a mental health care plan through your GP. If your GP specifies group therapy in the MHCP, paitent can also attend ten group therapy sessions per calendar year. Group therapy is in addition to the individual sessions. 

Fees that are not covered by Medicare

3rd party referrals – The Medico legal assessments for 3rd party insurers, work cover and employer assessments are charged according to Australian Medical Association (AMA) rates.

Requests for psychiatric reports – the fees are calculated per hourly basis according to AMA rates. The reports will be done on a prepaid basis.

Private health fund

To see a Psychiatrist & other Specialist – Outpatient psychiatry and specialists services are not covered by private health fund. Inpatient psychiatry services are covered by most private health fund through hospital cover.

To see a Psychologist – Psychology services are covered by most private health fund through extras cover. The level of cover, waiting periods and restrictions vary between different insurers. Patients are not required to get GP referral nor Mental Health Care Plan. We ask patients to contact their private health fund for more details.

Patient feedback

If have any feedback about our services, we would like to hear about it. It is the best way for us to continue to improve our services. Please contact us to discuss the matter.

Alternatively, you may prefer to email our management via management@mindoasis.com.au. 

We welcome your feedback on any matter you wish to raise with us.

We take all complaints seriously. We will do everything we can to investigate, mediate, and resolve any issues that are brought to our attention.