Hale Road Medical After-Hours GP Service

Terms & Conditions

Last updated: September 2026

By booking and/or paying for an appointment with the Hale Road Medical After-Hours GP Service, you acknowledge and agree to the following Terms & Conditions.

1. NOT FOR MEDICAL EMERGENCIES

This service is NOT an emergency medical service.

If you are experiencing a medical emergency, severe or rapidly worsening symptoms, or believe you require immediate medical attention, do not wait for an after-hours appointment.

Call 000 or attend your nearest Emergency Department.

Booking this service does not replace emergency medical care.

2. About the Service

The Hale Road Medical After-Hours GP Service provides existing Hale Road Medical patients with access to a Hale Road Medical GP outside the practice's usual operating hours.

Consultations may be provided by telephone or video consultation, as clinically appropriate.

This service is intended for medical concerns requiring GP attention outside normal clinic hours. Routine and non-urgent matters should generally be booked during normal clinic hours.

Normal clinic hours:

Monday–Friday: 8:00 am–5:00 pm
Saturday: 8:00 am–12:30 pm
Sunday: 9:00 am–12:00 pm

3. Existing Patients Only

The After-Hours GP Service is available to existing patients of Hale Road Medical.

Patients must provide accurate identifying and contact information when booking.

Hale Road Medical and the treating GP may verify your identity before providing healthcare.

4. Booking Requirements

Appointment availability is subject to the rostered GP's availability.

A booking is not confirmed until the appointment has been successfully booked and any required payment has been received.

5. Consultation Fees

Full payment is required at the time of booking to reserve the rostered GP's dedicated after-hours availability.

Current private fees are:

After-Hours GP Consultation: $300

The applicable booking fee will be displayed before the patient confirms the booking.

These are private consultation fees. A Medicare rebate may apply where the consultation satisfies the relevant Medicare requirements.

The treating GP will determine the appropriate Medicare item based on the service actually provided, including the consultation modality, duration and applicable Medicare requirements.

Hale Road Medical does not guarantee that a Medicare rebate will apply to any particular consultation.

6. Non-Refundable Booking Fee

Your payment reserves dedicated after-hours GP availability specifically for your appointment.

Once your appointment has been confirmed, the booking fee is non-refundable where the patient:

cancels the appointment;

changes their mind or decides they no longer require the consultation;

does not attend the appointment (DNA);

is unavailable at the booked appointment time;

does not answer when the GP reasonably attempts to make contact;

provides incorrect contact information that prevents the consultation from proceeding; or

otherwise elects not to proceed with the booked consultation.

This applies because dedicated after-hours GP availability has been reserved specifically for that appointment.

Patients should therefore ensure they are able and willing to attend before confirming and paying for an appointment.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.

Where Hale Road Medical is unable to provide the booked service, or where the patient is otherwise legally entitled to a remedy under Australian Consumer Law, an appropriate remedy, including a refund where required, will be provided.

7. Being Available for Your Appointment

Patients are responsible for being available at their booked appointment time.

Please ensure:

the telephone number provided is correct;

your phone can receive incoming calls, including private or unknown numbers;

you have adequate telephone or internet connectivity;

you are in a location where you can safely and privately participate in the consultation; and

you remain reasonably contactable around your scheduled appointment time.

The rostered GP may make reasonable attempts to contact you.

If the GP cannot contact you because you do not answer, your device is unavailable, your contact information is incorrect or you otherwise cannot participate, the appointment may be recorded as Did Not Attend (DNA).

The booking fee will ordinarily remain non-refundable in these circumstances.

8. Appointment Times and Clinical Delays

General practice involves unpredictable clinical circumstances. The rostered GP may occasionally need to attend to another patient's clinical needs before contacting you.

Appointment times should therefore be regarded as approximate, and reasonable delays may occur.

A delay does not mean your appointment has been cancelled.

Please remain reasonably contactable around your appointment time.

If Hale Road Medical is unable to provide the booked consultation within a reasonable period, the practice will contact you regarding appropriate alternative arrangements.

9. Clinical Suitability of Telehealth

Not every medical condition can be safely assessed or managed by telephone or video consultation.

The treating GP retains independent professional and clinical discretion regarding whether telehealth is appropriate.

The GP may recommend that you:

attend Hale Road Medical during normal opening hours;

arrange a face-to-face medical assessment;

attend another healthcare provider;

undergo investigations;

attend an urgent care service;

attend an Emergency Department; or

call 000 where emergency assessment is required.

Where the GP has provided a genuine clinical assessment but determines that telehealth cannot safely resolve the patient's concern and recommends further face-to-face assessment or treatment, this does not necessarily mean that the telehealth consultation was not provided.

10. No Guarantee of Particular Treatment or Outcome

Booking and paying for an appointment provides access to an independent medical assessment.

It does not guarantee:

a particular diagnosis;

a prescription or medication;

antibiotics;

Schedule 8 or other controlled medicines;

a medical certificate;

a referral;

pathology or imaging requests;

a particular treatment;

a particular clinical outcome; or

a Medicare rebate.

All clinical decisions remain with the treating GP and will be based on the patient's circumstances, clinical assessment and the GP's professional obligations.

A patient's disagreement with an appropriate clinical decision does not, by itself, mean that the consultation has not been provided.

11. Prescriptions and Medications

A booking does not guarantee that medication will be prescribed.

The treating GP will determine whether prescribing is clinically appropriate and consistent with applicable professional, regulatory and legislative requirements.

The GP may decline to prescribe medication or may require further assessment, examination, investigation or review before prescribing.

12. Medicare

Where a consultation is eligible for Medicare benefits, the treating practitioner will determine the appropriate Medicare item based on the service actually provided.

Eligibility and rebates may depend on factors including:

consultation modality;

consultation duration;

patient eligibility;

Medicare requirements; and

the nature of the service provided.

Payment of the private consultation fee does not guarantee eligibility for a Medicare rebate.

13. Privacy and Confidentiality

Hale Road Medical handles personal and health information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, together with the Hale Road Medical Privacy Policy.

Information reasonably necessary to provide the service may be collected, used and recorded as part of your medical record.

Your after-hours consultation forms part of your Hale Road Medical clinical record.

Relevant clinical information may be made available to your usual treating GP and other members of your healthcare team where permitted or required by law and where appropriate for continuity of care.

Reasonable safeguards are used to protect the privacy and confidentiality of your health information.

Please refer to the Hale Road Medical Privacy Policy for further information regarding the collection, use, storage, disclosure, access and correction of personal information.

14. Patient Responsibilities

By using the service, you agree to:

provide accurate and complete information;

provide accurate identity and contact details;

disclose relevant medications, allergies and medical conditions;

inform the GP of relevant changes or deterioration in your condition;

follow emergency advice where provided;

be available for your booked appointment;

treat clinicians and staff respectfully; and

use the After-Hours GP Service appropriately.

Providing incomplete or inaccurate information may affect the GP's ability to safely assess or manage your condition.

15. Children and Patients Requiring Assistance

Appointments involving children or patients who cannot independently provide informed consent must involve an appropriate parent, guardian, substitute decision-maker or other authorised person where required.

The treating GP may request further information or verification before proceeding.

16. Limitations of the Service

The After-Hours GP Service does not replace comprehensive ongoing general practice care.

Some conditions require physical examination, diagnostic testing, procedures or other services that cannot be provided through telehealth.

Where the treating GP determines that further assessment is required, appropriate advice regarding the next steps will be provided.

17. Complaints and Concerns

Hale Road Medical welcomes feedback about its services.

Concerns regarding an appointment, fee, privacy matter or healthcare service should initially be directed to Hale Road Medical Practice Manager so that the matter can be reviewed and responded to appropriately.

Nothing in these Terms & Conditions limits a patient's right to raise a concern with an appropriate external health complaints, privacy, regulatory or consumer protection body.

18. Australian Consumer Law

Our services come with rights and guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any statutory consumer guarantee, right or remedy that cannot legally be excluded.

The non-refundable booking provisions apply to patient-initiated circumstances such as cancellation, change of mind, non-attendance or failure to be available for the booked appointment.

They do not remove any rights a patient may have where Hale Road Medical is required by law to provide a remedy.

19. Acceptance of Terms

By proceeding with the booking and payment, you acknowledge that:

you have read and understood these Terms & Conditions;

you understand that this is not an emergency medical service;

you understand the applicable $300 private booking fee;

you understand that payment reserves dedicated after-hours GP availability;

you understand the circumstances in which the booking fee is non-refundable;

you understand that telehealth may not be suitable for every medical condition;

you understand that prescriptions, referrals, investigations, certificates, particular treatments and Medicare rebates are not guaranteed; and

you consent to Hale Road Medical collecting, using and recording information reasonably necessary to provide and document your healthcare.

By confirming and paying for your appointment, you confirm that you have read, understood and agree to these Terms & Conditions.

Dr Jake Wee GP (General Practitioner)

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