1. Privacy Policy (Privacy Act 1988)

We are dedicated to maintaining your privacy and the confidentiality of the confidential details we receive from you at East Hills Medical. We would handle your sensitive details regulated by the Privacy Act 1988 (Cth), Australian Privacy Rules, and recorded privacy codes. This policy outlines how we compile, utilize, publish, and secure your sensitive details.

2. Your Medical Records

Your medical reports are still kept exclusively secret and secure at East Hills Medical Centre, and they are only accessible to Doctors and licensed staff. Many of our physicians and staff are mindful of the value of privacy and have signed a privacy agreement as part of their work contract. And when an employee’s job has finished, this privacy statement stays in place.

3. Your Personal Information

Your full name, date of birth, address, contact numbers, Medicare number, healthcare identifiers, and private insurance fund data are among the confidential information we receive from you. The health records may provide a medical background as well as any treatment you might need. Our GPs, Allied Health Providers, and Dentists need knowledge regarding your experience and current to provide you with high-quality services.

4. Patients’ Rights

If you feel your complaints are not dealt with adequately by our practice, you can refer your complaints to:
NSW Health Care Complaints Commission
Locked Mail Bag 18, Strawberry Hills NSW 2012
Phone: 1800 043 159
Email: hccc@hccc.nsw.gov.au

5. Cultural Background and Ethnicity

Knowing your cultural history will assist us in delivering the proper healthcare and prevention services for you. Please inform our workers or your doctor if you identify as Aboriginal or Torres Strait Islander/or any ethnic heritage.

6. Repeat Prescriptions and Referrals

We mandate that you undergo appointments in person for pathology reports, radiology results, medical reports, referral notes, and repeat medications to track your well-being, protect the confidentiality, meet our ethical obligations, and obey Medicare guidelines.

Billing Arrangements

Patients with a current Medicare Card are eligible for bulk billing at East Hills Medical Centre; however, individual treatments can incur a premium. Patients who do not have a valid Medicare card or who need a non-Medicare Rebate able consultation, such as a Pre-employment Medical, must pay the entire fee at the point of the consultation.
Our fees represent the high standards of our work and differ depending on the service’s sophistication or when treatment is conducted. Cash, check, credit card, or EFTPOS are all acceptable forms of payment.
A fee chart for patients who are individually paid is accessible at the front desk. There is a HICAPS scheme with on-the-spot rebates, which ensures you have to compensate for the difference.


7. Appointments & Waiting Time

Appointments are arranged in advance. Appointments may be booked online through our website or via Hotdoc and by calling us. Please contact our receptionists if you have an urgent medical condition, such as chest pressure, burns, or an eye injury. We don’t see walk-ins.

Please request a longer appointment at the time of booking if you have more than one health problem or a complicated topic to address.

Nobody enjoys being left waiting. Our staffs are mindful of this and attempt to hold all appointments on schedule. They will still be granted priority if a vital issue occurs. At this point, we value your understanding and concern.

8. Recalls and Reminders

To receive reports, you must schedule an appointment with your Doctor. A member of the Practice Staff may send you a recall text message. The results cannot be sent out by reception Staff, in compliance with our Privacy Policies.

Patients may get an SMS or letter reminding them to return to the surgery for a follow-up consultation, in line with our dedication to preventative health.

doctor consult with patient
Doctor consult on video call

Telephone calls and Communication with Doctors

The East Hills Medical Centre has a tradition of not interrupting doctors with patient calls during appointments. Our receptionists would gladly forward your letter to the doctor if our Nurse is unable to assist you. Patients should have an appointment with their specialist and address their issues in person. All immediate phone calls will be directed to our Nurse.
Our doctors do not connect with you via email for medical reasons because email is not a free, encrypted service to protect your privacy.

9. Aggressive Behavior

Abuse to our employees, whether verbal or physical, will not be allowed, and any patient who engages in such behavior will be advised to quit or decline care. At the discretion of the Practice Manager or Doctor, the patient can even be barred from the practice.

10. Transfer of Medical Records

Complete transfer of medical records requested by another Medical Centre after a patient’s consent, will incur an administrative fee of $60 to be paid by patient prior to transfer.

Feedback and suggestions

All feedbacks and suggestions are welcome to improve healthcare of our patients. Please either email on info@easthillsmedical.com.au or drop-in surgery in a drop box at the reception.

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