Services we provide include

At Family First Medical Centre, our concern is holistic healthcare for your entire family. We not only offer adjective solutions for your physical ailments, but we also offer options for your mental and emotional health issues. And you will be given tools and tips to start you on the road to a healthy lifestyle. Our acclaimed physicians and nurses are waiting and ready to help you live a happy and active life.

At Family First we provide services in the following areas:

 

  • General Practice
  • Skin Cancer Medicine
  • Cardiac ECG
  • Respiratory assessment
  • Nursing support
  • Pap Smears
  • Childhood immunisations
  • Newborn assessments development and health checks
  • Care Plans
  • Age 75 Health assessment’s
  • 4 year old Health Assessments
  • Smoking cessation
  • Weight management
  • Flu Vaccines
  • Adult and Childhood Immunisations
  • Spirometry
  • Preventative Health
  • Travel Medicine
  • Diabetes Management
  • Children’s health
  • Sexual Health
  • Home sleep study arrangement
  • On-site access to QML pathology collection
  • On-site access to Terry White Chemart Pharmacy

 

Please visit our Facebook page for regular updates of the Practice and our Doctors

https://www.facebook.com/FamilyFirstMedicalCentre/

 

FFMC Waiting Room

 

DOWNLOAD PATIENT INFORMATION BROCHURE

 

OPENING HOURS

Monday to Friday: 7:15am-5:00pm

 

OUR DOCTORS

Dr Wayne Norval MBChB B.Sc FRACGP DipACSCM

Dr Nathan Dickenson MBBS FRACGP

Dr Sarita Gurung MBBS

Dr Tapash Saha MBBS MRCP UK

Dr Daniel Gonzalaz MBBS

Dr Bhavin Karkar MD

 

PRACTICE OWNER

Carrie Norval – Practice Manager

Carrie

 

PRACTICE MANAGER

Alissa Mahoney

 

OFFICE MANAGER
Maddie Ross

 

OUR PRACTICE NURSES

Hannah Hagan

Hannah V2

 

Michelle Fidler

Michelle Fidler

 

OUR MEDICAL RECEPTIONISTS

Carolien Raven

Melinda Walters

Beverley Burton

Beverley Burton

Chris Willis

Chris Willis

 

CANCELLATIONS

If you are unable to attend your appointment please contact the practice at least three (3) hours before the appointed time, so that we may re-book the appointment and make another appointment for you.

 

TRANSLATION SERVICES AVAILABLE

National Relay Service (NRS)  for patients who are deaf – phone 131 450   Translation and Interpreter Service (TIS) for patients who speak languages other than English – phone 133 677  Doctors Priority Line – 1300 131 450

 

RESULTS

It is Practice Policy that results are to be given by your GP Doctor. Test results require an appointment with the Doctor. Please note that during Covid, Medicare are allowing us to provide Telephone consults for our existing patients that have seen a GP at the Practice in person within the last 12 months.

 

FEES

Please see the below schedule of fees for our Doctors:

Schedule Fees – JULY 2021

Dr Wayne Norval  

FULL FEE 

MEDICARE REBATE 

OUT OF POCKET 

GP Consult for Non-Card Holders (existing patients) 

$72.10

$39.10

$33.00

Skin Check Appointment 

$100.00

 

 

       
Dr Nathan Dickenson  

FULL FEE 

MEDICARE REBATE 

OUT OF POCKET 

Standard Consult  

$72.10

$39.10

$33.00

Standard Consult (before 8:00am) 

$84.00

$51.00

$33.00

Telephone Consult 

$72.10

$39.10

$33.00

Long/ New Patient Consult  

$108.75

$75.75

$33.00

Long/ New Patient Consult (before 8:00am) 

$120.40

$87.40

$33.00

Mental Health Care Plan (Long Consult) 

$127.75

$94.75

$33.00

Mental Health Care Plan Review (Standard Consult) 

$107.60

$74.60

$33.00

Skin Check Appointment  

$72.10

$39.10

$33.00

Home Visit  

$216.30 VARIABLE

VARIABLE

       
Dr Sarita Gurung, Dr Daniel Gonzalez, Dr Bhavin Karkar 
& Dr Tapash Saha

FULL FEE

MEDICARE REBATE

OUT OF POCKET

Standard Consult 

$64.30

$31.30

$33.00

Standard Consult (before 8:00am) 

$73.80

$40.80

$33.00

Telephone Consult 

Bulk Billed

Long/ New Patient Consult 

$93.60

$60.60 $33.00

Long/ New Patient Consult (before 8:00am) 

$102.90 $69.90

$33.00

Mental Health Care Plan (Long Consult) 

$144.65

$111.65 $33.00

Mental Health Care Plan Review (Standard Consult) 

$92.70 $59.70

$33.00

       

IF ANY OTHER ITEM NUMBERS SUCH AS MENTAL HEALTH CARE PLANS/SPIROMETERY ETC ARE NEEDED PLEASE ASK US FOR FEES BUT ALL PRIVATE SERVICES ATTRACT A $33.00 OUT OF POCKET FEE. YOU WILL NEED FULL FUNDS IN YOUR BANK ACCOUNT AND TYRO WILL REIMBURSE YOU AFTER PAYMENT HAS BEEN CLEARED. 

 

DVA GOLD CARD WILL CONTINUE TO BE BULK BILLED

 

From May 2021, Dr Wayne Norval moved to Private Billing for Skin Check appointments for all New and Existing patients. Dr Wayne Norval holds his Diploma in Skin Cancer Surgery and he is one of only 2 Doctors in Hervey Bay that are fully accredited by the Skin Cancer College of Australia and the only Qualified Skin Dr still taking New Patients. Private Appointments will incur an out of pocket expense of $100.00 which will include, Skin Check, Biopsies, Recall Excision appointments and Nursing appointments (such as removal of stitches or wound care). New and Existing Patients that hold a DVA Gold Card or DVA White Card (eligible for skin) will continue to be bulk billed for all appointments. Patients that book Private Billing appointments and do not show for the appointment or who give less than 4 hours notice will be sent an invoice and if this is not paid no further appointments will be offered.

 

From September 2021, Dr Nathan Dickenson transitioned to private billing for all patients, excluding DVA Gold card holders and patients under 18. This includes existing Skin and GP Patients. Recall appointments, biopsies, excisions, and nursing appointments (such as vaccination, wound care or health assessments) will remain bulk billed. Any bulk billed Skin Check appointments that were booked prior to this announcement will remain bulk billed. The out of pocket expense will be $33.00 for all private consults after Medicare rebate has been refunded to patient. There will be a list of expected fees at reception and on our website showing the cost before rebate for different types of consults. We are proud to announce that Dr Dickenson will be able to begin home visits from 1st of September. Home visits will be charged at an upfront fee of $216.30 for the first person seen in the house, with any other patients seen in the home that day bulk billed. There is a Medicare rebate available for home visits, but this will vary depending on the complexity of the consult, and the number of people seen in the house. Home visits are available at the following locations:: 

 

  • Point Vernon 
  • Dundowran 
  • Kawangan 
  • Wondunna
  • Eli Waters 
  • Dundowran Beach 
  • Torquay 
  • Nickenbah
  • Craignish
  • Urraween
  • Scarness
  • Sunshine Acres 

From July 2021, all our GP’s (Dr Tapash Saha, Dr Sarita Gurung, Dr Bhavin Karkar and Dr Daniel Gonzalez) started to Privately Bill new and existing patients. New and existing patients under 18 years of age or with a DVA Gold Card will also continue to be bulk billed. For existing patients (prior to July 2021) that hold a valid Concession or Pensioner Card will remain bulk billed. There will be an out of pocket expense of $33.00 for all private consults, after Medicare rebate has been refunded to the patient. Recall appointments and Nursing appointments (such as vaccination or wound care with nursing) will continue to be bulk billed for all patients. Patients that book Private Billing appointments and do not show for the appointment or who give less than 4 hours notice will be sent an invoice and if this is not paid no further appointments will be offered.

 

Please note that we have some additional services that do attract a fee for example, Insurance Reports and Commercial Drivers Licence etc. This is only offered to existing regular GP patients. Patients who do not hold a current Medicare Card will be privately billed $75.00 for a standard GP consultation. Veterans Affairs patients are billed directly to the Department of Veterans Affairs.

 

REMINDER SYSTEM

Our practice is committed to preventive care. We offer a reminder system for pap smears, immunisations, blood test and other preventive health services appropriate to your care. If you do not wish to be part of this system, please advise your Doctor.

 

REFERRALS

Your Doctor will discuss your condition with you before referring to a specialist so please note this will require an appointment. Please note that during Covid, Medicare are allowing us to provide Telephone consults for our existing patients that have seen a GP at the Practice in person within the last 12 months.

 

SCRIPTS

We ask where possible that you try to obtain your scripts during consultation. If you need repeat scripts, we ask that you make an appointment to see one of the Doctors, where the medical condition for which the scripts are being written can be checked.

 

There is a new development and option for patients to now receive their scripts electronically called “E-Prescriptions”. This has now been rolled out in Hervey Bay and most Pharmacies will now accept e-scripts (called ‘tokens’). Your GP will be able to issue your scripts to you via your token (which is your prescription) on a link send by SMS to your mobile phone. Emailing is another option should you not have a mobile phone available and/or scripts can be printed on plain paper if you wish. Additionally, traditional scripts will be offered on paper as per usual however e-scripts are very convenient as it allows you to keep your scripts on your phone and should you misplace or lose your scripts you will be able to contact us and arrange for your Doctor to re-send your token to your phone which accurately tracks the amount of medication you have already had dispensed. This saves paper so is good for the environment as well and means you can keep your scripts on a more confidential format.

 

Please note that during Covid, Medicare are allowing us to provide Telephone consults for our existing patients that have seen a GP at the Practice in person within the last 12 months. If you have a Telephone consult, your Doctor can fax your script to the pharmacy you request for collection. Please note our Doctors do not do ‘scripts owning to Pharmacists’ so you will require an appointment in person or by phone (if you qualify) to get your current GP to action your script.

 

 

AFTER HOURS

Family First Medical Centre provides after hours care for our patients on a roster system shared by our GPs. There is an after-hours call out fee of $380.00 for the use of this service. Please call the practice on (07) 4124 2466 to obtain the on-call Doctor’s contact number. After hours services will be privately billed to the patient. From September 2021, Dr Nathan Dickenson has started to do Home Visits for patients. Home visits will be charged at an upfront fee of $216.30 for the first person seen in the house, with any other patients seen in the home that day bulk billed. There is a Medicare rebate available for home visits, but this will vary depending on the complexity of the consult, and the number of people seen in the house. Home visits are available at the following locations: Point Vernon, Eli Waters, Craignish, Dundowran, Dundowran Beach, Urraween, Kawungan, Torquay, Scarness, Wondunna, Nickenbah, Sunshine Acres.
Additionally House Call Doctor offer a bulk billing call out service after hours and they can be called on 13 55 66.

For urgent medical attention please call 000

 

APPOINTMENTS

We run by an appointment system to minimise your waiting time – walk in appointments are not available as our Doctors run by a strict schedule. A routine appointment is 10-15 minutes WE DO NOT offer long appointments unless initiated by your GP. The Doctor of your choice (assuming this is your current regular treating GP) may be requested when making an appointment however often if they are fully booked you will be offered an appointment with a different doctor. Due to unforeseen circumstances, such as an emergency, delays can sometimes occur. Your patience would be appreciated if this should happen before your appointment. We do not tolerate bad behaviour or any abuse towards all staff, and if you show unacceptable behaviour, your file will become inactive and you will be asked to leave the practice. We ask patients to arrive on time for their appointment, so others are not inconvenienced.

 

PATIENT FEEDBACK

We take your concerns seriously. Please feel free to talk to your Doctor, Practice Manager or a staff member about any problems you have with our services.

We believe that problems are best dealt within the practice. However, if you feel there is a matter you wish to take up outside the practice, you can contact the Office of the Health Ombudsman on 133 646 or visit https://www.oho.qld.gov.au/

 

MANAGING YOUR PERSONAL HEALTH INFORMATION

Your medical record is a confidential document. Our practice policy is to maintain protection of your personal health information at all times and to ensure that this information is only available to authorised members of staff. For further information on your privacy please refer to our Patient Privacy BrochureIf you are changing Doctor Surgeries please contact your new medical centre for a ‘request for medical records transfer form’ and once this is filled out, we will action the request within 7 working days. Fees are $25.00 for a disk copy of medical records (assuming your new medical centre accepts XML/HTML format). For paper copies it’s $40.00 for records within the last 2 years and $60.00 for a complete file, please note printed copies are only available if your new medical centre is not disk compatible . We do enforce this in the interest of not being wasteful with printing unnecessarily, as some files can be 500 – 700 pages long and this is also problematic for your new treating practice as their staff will then need to scan this into your new patient file.

 

NON ATTENDANCE AT OUR MEDICAL CENTRE

As of 01/01/2020 we are now enforcing a strict policy for patients that do not attend their appointment. Our policy has had to be implemented due to the large number of appointments that patients have failed to attend and the overwhelming number of patients that we have turned away each day who would have been very grateful to have the missed appointment. For patients that miss 1 appointment we will give a warning. If you miss a subsequent appointment, you will be reminded to be more mindful for missing future appointments. Once you miss your third appointment you will be given a final warning and if you then fail to attend any further appointments (4 missed appointments), your file will be made inactive. Occasionally, your Doctor will allow you to return to our Practice if you have been terminated for repeat non-attendance upon payment of a $75.00 Practice fee. This is Doctor dependent. For patients that fail to pay this fee and then miss any further appointments, your file will be made inactive and you will no longer be able to access services. Please note if you miss a private billing appointment you will be sent a bill which will conclude the out of pocket fee (Dr Wayne Norval $100.00all other GP will be $33.00). We require at least 3 hours’ notice for any missed appointments and have an online booking system via this website where you can cancel/ reschedule or book your appointment 24 hours a day.