Our commitment to exceptional healthcare

Key Health acknowledges the Gadigal people of the Eora nation as the traditional custodians of the area we call Sydney.

Key Health partners 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.

Key Health operates on an appointment basis however, there will be appointments allocated for patients on the day for those needing same-day appointments. We strongly suggest booking online or through the HotDoc app to secure your preferred appointment day and time.

If you believe that you have a number of complex issues, please book for a longer appointment. If you are unsure, please call the practice and our friendly reception staff will help determine the length of time you may need.

If you are unwell, please let our receptionists know who will alert our clinical staff to assess the urgency of your illness and determine when you can be seen.

Patients who walk-in will be offered the next available appointment.

Cancel appointments: Please call at least 24 hours before the appointment so that another patient can be seen in your place. If cancellation occurs within 2 hours of the appointment time, a cancellation fee will be applied.

Our practice provides for the communication needs of patients who are not proficient in the primary language of our clinical team and/or who have a communication impairment. We have bilingual doctors and clinic staff who will be happy to assist with translation needs, some of the languages spoken at our medical centres in Sydney include Chinese, Russian and Farsi. Alternatively we utilise the services of Translator Interpreter Services (TIS) to provide professional medical translations to patients.

Please notify reception if you or one of your family members requires assistance in this area.

Key Health centres operate on a mixed billing structure. This is because we are committed to providing high-quality health care to all members of the community. Billing varies based on location, peak appointment times and takes into account both the time spent and the complexity of the consultation with each individual patient.

Fees are payable at the time of consultation by EFTPOS , credit card or cash.

Medical certificates are legal documents and are permitted only if you present for consultation with a doctor with a valid reason for work absence. We request that patients let their doctor know on the day of the appointment if they require a medical certificate for work or school.

Please note that we are not permitted by law to backdate medical certificates, and the date of consultation/attendance will be marked on the document. Dates of illness will reflect the actual duration of illness, and this may predate the presentation.

Test results are an important part of your medical care and may need explanation and/or further action, for any discussion of your results please make an appointment to see your doctor. We suggest booking a follow-up once your initial consultation is completed in order to secure your preferred time.

If you would like to check if all your results have returned, please call the practice.

Please be aware that clinic staff can only advise if your results have returned and if an appointment with the GP is required.

We strongly recommend all patients see their doctor for repeat prescriptions to maintain appropriate management of your health condition. Please book an appointment at your earliest convenience.

Key Health GP's specialise in whole patient care and are qualified to determine, in collaboration with you, whether you need to see a specialist and which type of specialist would best meet your health needs. We have a range of on site specialists available for your convenience, alternatively we may refer you to a local clinic or hospital relevant to your health needs.

It is essential that you make an appointment to see your GP for any referral to a specialist.

Please note that we are not permitted by law to back date referrals, so please ensure that you have a current referral before you see the specialist.

Whilst home visits are available to regular patients of Key Health, our practice is better equipped to provide comprehensive care to our patients in the clinic. We encourage patients to attend the clinic for their care needs as much as possible.

For patients who require home visits private fees apply. Please speak with the receptionist if you require a home visit.

For all health advice, prescription refills, referrals and medical certificates, please make an appointment with your doctor. If you would like to speak with your doctor over the phone, we encourage you to book a telehealth appointment.

If you have an urgent concern about your health, please call and advise reception the matter is urgent and ask to speak to a clinical team member.

To reduce the risk of adverse health outcomes, we strongly discourage the use of email to communicate with the practice. The practice email may go unmonitored for up to 72 hours and is not a secure source of communication, particularly when it comes to sharing your personal health information. Please call the practice if you have any concerns you wish to discuss.

If you are having significant chest pain, shortness of breath, heavy bleeding or think it may be an emergency, please call 000 immediately.

We may send you a reminder notice from time-to-time offering you preventative health services appropriate to your care.

In addition, at Key Health we participate in the National/State or Territory register and reminder systems (e.g. immunisation data, national cancer screening register).

If you do not wish to be part of either of these systems, please let your doctor know.

Key Health is a clinical teaching school and is committed to the training of the next generation of GPs, medical students, nurses and allied health practitioners.

Our practice will sometimes have students working with the doctors and allied health staff.

Please inform reception if you do not want a student present during your consultation.

Our clinic is currently registered for accreditation through QPA. Part of our drive to provide the best care to our patients is to constantly evaluate and seek areas for improvement. If you would like to provide feedback or feel your care by our practice staff could be improved in any way, please do not hesitate to speak to our Practice Manager at (02) 8262 1000.

We take your concerns, suggestions and complaints seriously and welcome all feedback. If you have any concerns, we would like to hear about them. Please talk to us directly or you may prefer to email us at cbdsouth@keyhealth.com.au

If you feel the practice has not addressed your concerns, you may wish to contact the Health Care Complaints Commission at:

• Phone: (02) 9219 7444

• Toll Free NSW: 1800 043 159

• Postal: PO Box K549, Haymarket NSW 1240

Your medical record is a confidential document. It is practice policy to maintain the security of personal health information at all times. For further details, please see our privacy policy.

All Key Health locations have a strict no smoking policy within the premises or directly outside. If you require professional guidance around quitting, please book an appointment with your doctor to discuss smoking cessation.

Key Health practices a strong no discrimination policy. This includes interactions with patients, staff and vendors around race, gender and socio-economic status. We are equipped to provide translation services during consultations as needed. Please inform reception if you require a translator.