FAQ

Is there a fee for the consultation?

HealthFirst is a privately billing practice. To keep up with rising costs and maintain quality, accessible and modern care, HealthFirst charges a fee which we strive to make affordable and equitable for our community.
DVA Card holders will be bulked billed.

How do I get my records moved to Healthfirst?

Please drop into the surgery and our friendly team will assist you.

Does HealthFirst offer Telehealth appointments?

Yes, HealthFirst will offer telephone appointments which are usually performed at the end of the doctor’s consulting session. Under medicare rules, all patients are required to have a face to face appointment at HealthFirst, (regardless of if you have seen your doctor at a different practice), before being able to claim Medicare benefits for telehealth appointments. If you have an urgent telephone enquiry and are unable to attend the practice, please let the team know.

How do I make an appointment?

Please call us on (02) 9037 3933

Do you accept walk-ins?

The practice runs on an appointment only basis. Please call for an appointment.

Do you perform home visits?

Dr Priscilla offers home visits for existing patients unable to attend the surgery due to medical reasons. Additional fees will apply. Please call reception to find out more. 

Who do I contact when HealthFirst isn’t open?

We partner with 13SICK National Home Doctor service to provide after-hours service to our patients. For after-hour service, please call 137 425 (13SICK). A report will be sent to your regular doctor for follow-up.

The Maroubra Urgent Care Clinic is available for non-emergency care. Please provide our practice details to the team so follow up can be arranged. Link

Prince of Wales Hospital or Sydney Children’s Hospital Emergency Departments provide emergency care locally. Call 000 for immediate attention.

Why am I not being seen at my scheduled appointment time?

At times, due to unforeseen circumstances occurring, there may be an unexpected wait. Our team will endeavour to keep you informed. We thank you for your patience.

Can I speak to the doctor or leave a message?

As the doctor is consulting with patients throughout the day, we try not to interrupt these private consultations. The doctor will perform telehealth consultations at the end of the day but urgent messages will be passed on in between consultations.

Can I email the doctor?

As email is not a secure form of communication, we discourage its use. On rare occasions, the doctor may with your consent utilise email to facilitate clinical care.

Please do not use email to make appointments, send personal information or questions.

How do I obtain my results?

We try our best to balance safety and best possible outcomes, with convenience for you. 

In person consultations facilitate improved understanding and decision making for both doctor and patient and therefore we encourage you to attend in person. In special circumstances such as a simple one-off test result, telephone consultation may be appropriate.

Please ensure you have discussed all your results with the doctor. If you were expecting a telephone call and haven’t received one, please assist us by contacting the practice. We will contact you directly if a result requires more timely action than the agreed timeframe set.

Do the doctors speak languages other than English?

Dr Priscilla speaks Cantonese as well as English.
We also partner with the Translating and Interpreting Service – tisnational.gov.au. If English is not your first language and you require assistance during your consultation, please let us know.

How do I give feedback/make a complaint?

We welcome and appreciate feedback and are committed to continuous improvement of all areas of the practice. Please let us know if you have feedback, a complaint or suggestion. There is a patient feedback form and box at the practice which we monitor regularly. Also email feedback@healthfirstdoctors.com.au

However, if you are dissatisfied and want to take your concerns further, you may contact:

NSW Health Clinic Care Complaint Commission
Locked Mail Bag 18 Strawberry Hills NSW 2012
hccc@hccc.nsw.gov.au
Phone: (02) 9219 7444