We’ve put together answers to some of the most frequently asked questions to help make your experience at Queensgate Medical Centre as smooth and simple as possible.

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Q: How do you support new patients joining the practice?

A: We welcome new patients with a comprehensive onboarding process designed to understand your complete health picture. Your initial consultation will be scheduled as an extended 30-minute appointment, allowing time to thoroughly discuss your medical history and current health needs. We require photo identification and encourage you to bring any relevant medical records or recent test results. Our team will guide you through the registration process, including MyMedicare registration if eligible.

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Q: How is the transfer of medical records handled?

A: We manage medical record transfers with the utmost attention to privacy and security. Our administrative team will assist you with completing the necessary transfer forms, and we coordinate directly with your previous practice to ensure a smooth transition of your medical history. While your previous practice may charge an administrative fee for records transfer, we ensure the process is as efficient as possible.

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Q: Why do you charge private fees?

A: The Government has recently increased bulk billing incentives, but these payments still don’t cover the full cost of providing high-quality care at this practice.

To continue offering you the time, attention, and services you deserve, we charge a fee for most consultations. Our reception team can provide more details, including information about fees and rebates.

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Q: What is your script clinic service?

A: Our innovative script clinic service provides a streamlined approach to prescription renewals for regular patients. This bulk-billed service allows you to receive repeat prescriptions through a brief telephone consultation, saving both time and money. 

To be eligible for this unique service, you must:

• Be an existing patient

• Have had a face-to-face appointment in the practice within the last 12 months

• Be renewing a regular script that is not a Schedule 8 or authority medication.

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To book into our script clinic, you’ll need to contact reception on 9456 1811.

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Q: What translation and interpreter services are available?

A: At Queensgate Medical Centre, we believe language should never be a barrier to quality healthcare. We provide comprehensive interpreter services, including:

• Free telephone interpreting for non-English speaking patients

• AUSLAN interpreting for our deaf community

• National Relay Service support

• On-site interpreters by arrangement

• Written translation of medical information
   

These services are available free of charge and can be arranged through our reception team when booking your appointment. You can also visit the TIS National website for translated information about the service TIS National provides. Visit: www.tisnational.gov.au

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Q: Which languages do your doctors speak?

A: Our diverse medical team reflects our commitment to multicultural care. Our practitioners can speak:

• Hindi (Dr Richa Singh)

• Afrikaans (Dr Jackline Oku)

• Italian (Dr James Paratore)

• Mandarin (Dr Bernice Lim)

• Hindi, Urdu, and Punjabi (Dr Tooba Toor)

• Tagalog/Filipino (Dr Janine Verdejo)

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Q: What is your practice communication policy?

A: Our communication policy is built to ensure clear, respectful, and effective interactions with all patients:

• Privacy and confidentiality protocols are strictly maintained at all times.
  You can obtain a copy of our patient privacy policy by clicking here.

• Patients may communicate with the clinic phone during business hours on 08 9456 1811, or via email (reception@queensgatemedicalcentre.com.au). As email correspondence is only monitored during business hours, we will endeavour to respond to your email within 24 business hours and phone messages on the day. 

• Our practice uses an automated email response system and states:

Thank you for contacting Queensgate Medical Centre. This is an automated response.

 Please note that this email inbox is not constantly monitored and your request may not be seen in a timely manner.  
Urgent enquiries should be made by contacting the practice directly on 08 9456 1811.

PLEASE NOTE: Clinical questions and requests cannot be addressed via email. If your enquiry is of a clinical nature, we kindly ask that you book an appointment to discuss it with your doctor.

For all appointment queries, please call 08 9456 1811 or visit our website: www.queensgatemedicalcentre.com.au

For all other enquiries, your email will be replied to / actioned as appropriate.

 If this is a medical emergency, please call 000 immediately or attend your local emergency department.

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• Patients may consent to SMS communication for appointment reminders and may opt out of this at any time.

• Written consent is required to release or obtain medical information from a third party or share information with another person.

• All calls are managed with professionalism and efficiency

• Urgent messages are prioritised and managed accordingly

• Non-urgent queries are typically responded to within 24 hours

• Clinical staff are only interrupted for urgent matters

• Our internal messaging system ensures the secure transfer of information

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Q: How do you manage test results and medical information? 

A: At Queensgate Medical Centre, we ensure that all medical information is securely stored in our electronic system, in full compliance with privacy legislation.

All test results are reviewed by your doctor, and we will contact you immediately if any urgent findings arise. For routine results, we recommend scheduling a follow-up appointment, where your doctor can thoroughly explain the findings and discuss any necessary treatment plans. 

In accordance with privacy standards, our reception team is unable to provide test results. If you wish to obtain a copy of your results, they must first be discussed with a healthcare professional during an appointment. 

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All patient information including medical records are held in a secure database and will never be shared without prior written consent.

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In the event of your relocation to a new practice for medical services, a fee may apply for the transfer of your medical records. Your new medical practice may request these records, which will only be transferred with your consent.

Q: What arrangements are in place for after-hours care? 

A: We understand that health concerns don't always occur during business hours.
That's why we've partnered with Night Doctor to ensure you have access to medical care at any time. You can reach Night Doctor on 1300 NIGHT DR (1300 644 483). For life-threatening emergencies, please call 000 or go to your nearest emergency department. We maintain close communication with these after-hours services to ensure continuity of your care.

Q: How do you handle complaints and suggestions? 

A: We value your feedback as it helps us continually improve our services. We welcome your thoughts through our feedback forms available from our reception team, our website, or directly via email at admin@queensgatemedical.com.au.
Every comment or concern is treated with the utmost importance, with our practice manager personally overseeing the resolution process. 

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Most importantly, we're committed to listening and responding to all feedback to ensure we're providing the best possible care for our community.​

If you feel your concern hasn't been adequately addressed, we can guide you through an external review with HADSCO.  

The Health and Disability Services Complaints Office (HADSCO)

GPO Box B61,
Perth WA 6838

Phone: (08) 9323 0600
Fax: (08) 9221 3675
Country Free Call: 1800 813 583