We welcome new patients. Bulk-billing is available to concession card holders and patients under 16 years of age.

About Us

At Mackay Family Medical Practice we provide quality, comprehensive and timely care to our patients. We are a family general practice, owned and operated by doctors offering a comprehensive range of medical services.

As an accredited practice with Australian General Practice Accreditation Limited (AGPAL), patients can be confident in receiving quality service. As such, we are committed to quality of life improvement promoting health, well-being and disease prevention, as part of our vision to provide holistic health care.

Our history

Mackay Family Medical Practice commenced in 2000 with three general practitioners. The practice has changed ownership and in 2015 was purchased by Health & Care Pty Ltd, with directors Dr Sushil Anand and Dr Gary Saini.

The practice has grown to employ five full-time consulting GP’s, six part-time practice nurses, a practice manager and five reception staff. To accommodate current and future growth the clinic has recently undertaken renovations to double the size of the practice. The reception area is spacious, bright and welcoming while new treatment and consultation rooms mean that we can assist more patients.

We welcome new patients

If you are a new patient, please visit our New Patient Form to view the information we will require upon registration. Save time by filling this out online before your appointment, otherwise please be aware you will need to complete this upon arrival at the clinic, so we recommend you arrive 10 minutes prior to your appointment time. 

Making time for you

To enable us to provide you with a high standard of care, we ask that patients make appointments in advance whenever possible.

If you believe that you might need a longer-than-normal consultation time for multiple or complex issues, please mention it to our receptionists when making your appointment.

Consultation fees

Our standard consultation fee is $70 for non-concession card holders.

This fee is based on an appointment time of no longer than 10 minutes.

Longer appointment times will attract a higher consultation fee.

We BULK-BILL Concession Card holders and children under 16

Bulk-billing is available for patients with a valid Medicare card if they are also a concession card holder or under the age of 16. Please ask us prior to your consultation if you are unsure of your eligibility to be bulk-billed.

*Please note – Items not covered under the Medical Billing Scheme, such as medicals or overseas travel vaccinations, cannot be bulk-billed at all. If you are unsure as to whether your consultation can be bulk-billed, please ask one of our team for assistance.

Cancellations

We understand that sometimes the unexpected can happen, but we ask that if you cannot keep your appointment time, please let us know as soon as possible, so we may give your time to a patient who needs to be seen.

Please phone 4957 6999 for cancellations.

*Please note – If you fail to show for an appointment without cancellation, or frequently cancel appointments at short-notice, you may be billed for the consultation.

What is bulk-billing?

If the patient is a concession card holder, or is under 16 years of age, and holds a valid Medicare card, they are eligible for bulk-billing. This means that a standard consultation is free of charge, because the cost of your treatment is paid by Medicare. You may be required to fill out a form at the end of your consultation for it to be bulk-billed. Additional tests or specialist visits may not be covered by bulk-billing, please ask one of our friendly receptionists if you are unsure.

Medicare Easyclaim

If you hold a valid Medicare card, you may be eligible for Medicare Easyclaim.

For this service, you will need a bank Debit Card or EFTPOS Card (not credit card) with you at the time of your consultation. You will be charged for the full amount of your consultation, then your Medicare rebate will be credited back into your chosen bank account immediately.

If you do not have your debit or EFTPOS card with you at the time of your consultation, you will still be required to pay the full amount and will be given a receipt which you can take into Medicare to arrange your rebate.

*Please note – It is our policy to validate Medicare and Concession Cards at each visit. Please have these with you at the time of your consultation.

Visiting from overseas?

We are happy to accept appointment bookings from overseas visitors. You will be charged a standard consultation fee which is dependent on the length of your consultation. Please ask our friendly reception staff for further information if you are unsure.

After hours service

We pride ourselves in providing 24 hour care for our patients.

If you require attention outside of our normal operating hours, you can reach our DOCTOR ON-CALL by phoning 4957 6999. Please listen to the prompts on the answering machine to be directed to our on-call doctor.

Emergency

In the case of an emergency, please phone 000.

If you require urgent hospital care or in the case of an accident, please contact Mackay base Hospital Emergency Department on (07) 4885 6000. The hospital is located at 475 Bridge Road, Mackay.

Reminder system

As part of our ongoing care, we provide a reminder and recall service to our patients withregard to immunisations, pap smears, pathology and general health checkups. You may receive a reminder via SMS or letter. Please advise reception if you would like to opt out of this service. 

Medical records and personal details

A health summary is provided after receiving signed authority, in the interest of ongoing patient health care. 

There is a minimum administration transfer fee of $15.00 for your full medical records to be sent to another practice.

Please advise us if your personal details have changed. It is our policy to confirm personal details at each consultation to ensure we have your most recent details on file. 

Test results 

When the doctor receives your test results and considers that a review appointment is necessary, one of our receptionists will contact you within 7 working days to arrange an appointment time.

Receptionists do not have access to your results and are are not permitted to give out or interpret any results over the telephone. Doctors require that an appointment be made to discuss these results.

Repeat prescriptions 

Ongoing prescriptions for regular patients are available from your doctor at the time of your consultation. 

Repeat prescriptions are not available over the phone, as of September 1, 2015. A consultation is always required for the issue of a repeat prescription.

Vaccine purchases 

We encourage patients to give our receptionists any purchased immunisations or vaccinations immediately upon arrival to ensure they are maintained at the correct storage temperature prior to consultation.

Management of your health and communication

Due to the sensitivity nature of personal health information, we cannot email patients regarding their health. Where a consultation may be unnecessary, a nurse can receive your email or phone enquiry and then pass this onto the doctor. The nurse will then phone you back with your doctor’s response.

Mackay Family Medical Practice adheres to the provisions under the Privacy Act, therefore it is our policy to maintain security of personal health information at all times. Access to sensitive information is only available to authorised personnel. Please ask one of our receptionists for a full copy of our privacy policy if required.

Patients have the right to access information contained in their medical records. Please ask reception for further details on how you can obtain this information if required.

We respect patient confidentiality.

Feedback and complaints

We welcome your feedback!

A feedback and suggestion box is located on the desk at reception. We regularly check this box in the interest of maintaining and improving our service. If you leave your personal details, our practice manager will respond directly to you.

Your complaints are taken seriously and can be made directly to your doctor, to a receptionist or to the practice manager. Otherwise you can fill in a complaint form, located at reception, or email your complaint to our practice manager at pracmanager@mackayfamily.com.au.

If you feel the need to express your concern outside of this practice, you can contact the Office of the Health Ombudsman.

Office of the Health Ombudsman
PO Box 13281
George Street
Brisbane 4003 QLD

Phone: 13 36 46

Email: complaints@oho.qld.gov.au

With a wide range of family doctors and allied health providers under one roof, as well as an extensive range of health, well-being and aesthetic providers nearby, a visit to Mackay Family Medical Practice will have you on the path to feeling better in no time.