Patient Information

Covid-19 vaccinations

We have closed our COVID-19 Vaccination Clinic. Vaccinations are available through pharmacies. 

If you have had the COVID-19 vaccination and are concerned about possible side effects, please call Brecken Mandurah on 9586 2122 or check the HealthDirect Vaccine Side Effect Checker.

If you think you have COVID-19 you may be eligible for antiviral medications, please phone reception at Brecken Mandurah on 9586 2122 for more information. You can also check Healthdirect’s COVID-19 Symptom and Antiviral Eligibility Checker.

Booking your appointment

The appointment system is structured to provide the best chance for patients to see their doctor when they need to be seen. Some appointments are kept free such that they may only be booked on the day. This enables patients who are acutely ill to be seen promptly. Our online appointments are generally available one to two weeks in advance.

For prescription or referral requests, please make an appointment to come in  or have a telehealth consultation. With any significantly abnormal results that require further action we will endeavour to ask you to come in for an appointment soon after the results are seen by the doctor. Thus it is suggested you wait at least a week before requesting results.

Please be aware that not all doctors will refer for terminations. You will need to check with reception to book with the appropriate doctor.

New patients

We welcome new patients and suggest you pick up forms from the practice prior to your visit or download them below. These can be filled out at home prior to your appointment and then brought with you.

It may also be appropriate to request notes from your previous practice, however these may take a couple of weeks to arrive. 

A provision has been made for special appointments, such as skin lesion removals and counselling. If you require an extended appointment, please inform the receptionist of your needs when booking an appointment.

Existing patients

Emergency / Urgent or After Hours appointments

If you are experiencing severe chest pain, significant shortness of breath, have sustained a fracture, or any other medical emergency, dial 000 or go to Peel Health Campus for emergency treatment.

For after hours care, please contact Get Better Doctors on 1800 238 837, who provide Urgent Care after hours.

If you don’t have an appointment but have a medical condition that requires immediate attention (or if a patient is less than one year of age), please inform our reception. You will be asked to come in for the practice nurse to provide an assessment, who will then fit you in with an available doctor on that day or arrange an appointment on another day. You will not be guaranteed your regular doctor, as it is an emergency appointment.

For GP appointments outside of our normal hours, you can  contact an after hours home visit service. These services are only designed for urgent issues – not those that can wait until the next day. They include Get Better, Dial A Doctor, and  After Hours GP. 

For general advice on after hours appointments, please contact Health Direct on 1800 022 222 or visit their HealthDirect Online Symptom Checker.

Fees

At Brecken Health Mandurah, our aim is to keep healthcare as affordable as possible for our patients. In order to keep our consultations longer and provide better care, we currently need to charge fees on most occasions to other patients. 

Payment for consultations is expected on the day

If appointments are missed or reasonable notice is not given, you may need to pay a fee of $33 (GST inclusive) for a standard booking. There is no rebate available for this. Longer appointments that are missed may result in higher fees. Fees listed are average practice fees. Individual doctors may charge differently.

Private Fees: We are a private billing practice with the second figure being your Medicare rebate from the government.

  • Level A  (brief consults of a few minutes) – $19.60 – $45
  • Level B (standard appointments of up to 20 minutes) – $42.85 – $85
  • Level C (appointments from 20 – 40 minutes) – $82.90 – $140
  • Level D (longer appointments) – $122.15 – $200

Some procedures that are not eligible for a Medicare rebate may attract an additional fee.

Doctors may bulk bill or charge at their own discretion.

Overdue Accounts

In order to maintain a high standard of service to our patients, we may inform you that further appointments cannot be booked if overdue accounts are not dealt with.

FAQs

How do I order a script from my doctor without seeing them?

If you unable to come into the practice and would like to order a script you can organise a Telehealth appointment. Brecken Health Mandurah are now able to provide E-Scripts, where a GP can send a script token to your phone and you can use it at a pharmacy. Paper scripts are still available if you wish however, if you are unable to collect the script yourself, we require consent from yourself (the patient) authorising the nominated person to collect the script. There are particular types of scripts that will only be provided when seeing the doctor and cannot be ordered without seeing them. It is recommended that you call reception prior to coming in to collect your script to ensure it is ready.

What do I do if I have a complaint or give feedback?

If an unforeseen circumstance arises and you are not happy with the service at Brecken Health – Mandurah we would greatly appreciate your feedback so we can improve our service for your benefit. You may call and speak to the Practice Manager, send a letter or email addressed to the Practice Manager or request a client complaint form, which can be completed and returned to the Practice Manager. They will investigate the matter and provide you with feedback. If you wish the matter to be taken further patients may contact the Health and Disability Service Complaints Office on www.hadsco.wa.gov.au. We also have a suggestion box in our main waiting room with suggestion response sheets and pencils available.

How do I get my pathology results?

For any urgent or non-urgent recalls, you need to organise a face-to-face appointment or if you are unavailable to attend the clinic in person due to illness, a telehealth appointment with your GP. If you are after your results but have not received a recall, you will still need to organise an appointment.

How do I transfer my medical records to and from Brecken Health Mandurah?

If you wish to have your records transferred from your previous doctors surgery please see reception to complete a form that will be sent to your previous surgery. Please be aware that some surgeries have a transfer fee and won’t release records until paid. If you wish to have your records transferred to a new surgery from Brecken Health Mandurah, you will need to complete a transfer form at your new surgery. Please note we do charge for release of medical records, please speak with reception.

How do I speak to my GP?

If you wish to speak with your doctor, phone reception who then will ask what the phone call is regarding and see if the doctor is available to take your call. If the doctor is unavailable, you may be able to discuss the matter with one of our nurses. If not, the receptionists can take your details and pass them onto the doctor for them to return your call when available.

Please note: Doctors can be extremely busy throughout the day so they may not call back until the next day. If your call is urgent we recommend booking an appointment to see your doctor instead.

How does the practice appointment reminder system and recalls work?

We offer a free SMS text messaging service, that allows patients who have registered their mobile number with reception to receive a SMS reminder message the day before the next booked appointment.

Recall SMS reminders are sent every day for non-urgent reminders. If you do not have a mobile number registered you will receive a recall/reminder letter for pap smears, diabetes reviews etc. which are posted out by our nurses when the patient is shown to be due to see their doctor for this.

How do I get urgent results?

For all urgent results either a nurse or doctor will call the patient to give them their results over the phone or let them know they need to attend for a follow up appointment. If the patient does not answer or the phone number is incorrect/disconnected then a letter will be sent in the post to the patient’s listed address letting the patient know they need to contact the practice immediately . Messages can only be left when your name is stated on the answering service.

What is the practice privacy policy and confidentiality policy?

The practice privacy policy is available to all patients. When registering as a new patient you must sign that you have read and understood the practice privacy policy. Patients are welcome to take a copy of the privacy policy by asking at reception. Brecken Health’s privacy policy is a standard policy for Australian Medical surgeries. All staff members of Brecken Health are required to sign a confidentiality form on commencing work and may not commence without this. All Australian standards are followed for patient confidentiality.

Please note: Our practice does not prescribe drugs of addiction.

We provide a translating and interpreting service

Brecken Health Mandurah is a registered clinic with TIS National (Translating and Interpreting Service) to help non- English speaking patients be able to communicate with our GP’s and nurses.

TIS National has access to over 2400 contracted interpreters across Australia, speaking more than 160 different languages and dialects.

Please let our reception staff know in advance if you wish to use the TIS service when booking your appointment so we can have everything organised on your arrival.

The majority of Translating and Interpreting Service (TIS National) services are free to non-English speakers.
To find out more visit the TIS National website or phone 131 450.

Patient Feedback and Suggestions

We continually strive to improve the standard of professional service to our patients. If you are not happy with any aspect of the service you receive from this practice, please let us know. The Practice Manager is happy to be contacted and to discuss any problems or suggestions you may have or if you wish to remain anonymous the a suggestion box is kept in the waiting room.

If you feel you need to discuss the matter outside the practice, the government funded body for dealing with health complaints in Western Australia is – Health & Disability Services Complaints Office, 7th Floor, Albert Facey House, 469 Wellington Street, Perth WA 6000.

Privacy Policy

Please see our privacy policy here

Email Policy

For a copy of our email policy, please see our “email policy“

Social Media Policy

For a copy of our email policy, please see our “social media policy“