Please be aware that each individual practitioner has their own fee structure. The table below is a example/estimation of the fees charged. Please contact reception if you would like to know the billing policy of your doctor.

Reception is able to accept cash, cheque, EFTPOS & credit card payments. Your claim may be submitted directly to Medicare for prompt processing of your Medicare rebate claim.

A new patient registration form is available here. At times some individual doctors may close their books to new patients.

Most GPs request new patients to be booked on a long appointment for their initial visit.

Our practice doors open from 8am to 5pm Monday to Friday, however appointment bookings vary between doctors and days.

After Hours

For accessing medical advice and treatment after these hours please contact: 6621 2371 or

GP Helpline 1800 022 222 or Lismore Base Hospital on 6624 0220

Most problems are best `dealt with in consultation. A doctor or registered nurse will always be available during normal surgery hours for emergency advice. Our staff are experienced in helping you decide whether the matter requires an appointment, a return phone call from the practice or urgent advice.

Patients are advised to make a follow up appointment to discuss their test results. All results are checked by your doctor. Occasionally, your doctor will ask you to phone the Clinic for simple results. This should be done after 2.00pm. These results will usually be given by the Registered Nurse on duty on your Doctor’s advice.

If you would like your medical records transferred to another doctor, it is possible for a copy to be forwarded directly to the doctor after written authorisation is received by/from the patient. Due to medico-legal reasons, original medical records will not be forwarded. A fee will be charged to cover the cost of photocopying the relevant information, postage and the doctors’ time in preparing the information in a format that is of assistance for the continuing care of the patient. The fee is based on the time needed to prepare the file for postage. The minimum fee will be $20. Patients with an extensive medical history should expect to be charged at a fee greater than $20.00. Patients will be informed of the fee upon receipt of the request and pre-payment will also be requested before the medical records are released.

If a third party requests your medical information eg a health insurance company or workcover insurer we will always ensure your permission is given prior to transferring records.

Uploading information to your My Health Record is not automatic. It is up to your healthcare provider, such as your GP, to upload health information to your record. Next time you visit your GP, whether it’s via telehealth or in person, ask whether they use the My Health Record system.

If they use My Health Record, you can:

• Discuss whether you want them to automatically upload your future health information to keep your My Health Record updated.
• Make decisions about what types of information you want on your record, now and into the future.
• Discuss whether to add a summary of your medical history to your record.

Discuss what should go on your record

Your past medical information will not be automatically added to your My Health Record.

This is a good opportunity to talk to your GP about adding a summary of your current medical history and medicines information you would like included.

You may want your doctor to add information in your shared health summary such as:

• A summary of your current medical information
• Medical conditions (past and present)
• Current medicines
• Allergies and adverse reactions.

Our privacy policy can be found here

Your Doctor may issue you with a recall or reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be a part of this system, please let reception know. An external email or sms service is used for these reminders. This service provides a secure platform to enable medical practitioners to communicate with their patients via SMS and email.

Please keep in mind that is illegal to back-date sickness certificates. If you need a sickness certificate, our advice is sooner rather than later.

If you would like your medical certificate extended, you will need to return to your GP for an appointment so they can evaluate your condition.

Renewals of prescriptions and referrals are an important time for your GP to check on your progress. It is highly recommended that an appointment with your usual GP is made in advance to organise these reviews. If you have extenuating circumstances please contact reception and explain your situation so they can discuss alternative arrangements with you

We acknowledge that email is a convenient method of communication, however email is not a secure method for transmitting patient information unless encrypted. The practice prefers not to send information by email, however in some rare cases a password protected document may be sent following confirmation of correct email address.

Our email address Reception@keenstreetclinic.com.au is NOT to be used for clinical advice. This email is only to be used for administration purposes or general enquiries as this email address in not routinely monitored.

Sometimes you have a semi-urgent condition that requires an appointment today. Some GPs provide a morning of urgent care appointments. Keen Street Clinic facilitates this service through the provision of our sisters room. The doctor is assisted by a nurse and patients will be seen in our treatment cubicles.

For all urgent matters please contact reception in the morning as the appointments in sisters room are only available on the day and can fill up quickly.

Sisters room is also used for your doctor to assess dressing and give immunisations. For these services please ensure you book ahead for an appointment through reception.

HotDoc provides a secure platform to enable medical practitioners to communicate with their patients via SMS and email. Some doctors prefer not to use this method.

HotDoc is a simple way for you to:

• Make Online Bookings for yourself and your family with your preferred practitioner.
• Manage upcoming appointments that have been booked with your HotDoc account.
• Be reminded by SMS or In App Push Notification about upcoming appointments booked either with HotDoc account or the clinic’s reception.
• Be reminded for recall reasons to visit your clinic.
• Be notified about clinic information.
• Fill in patient information for your clinic via a digital form.

To sign up for a HotDoc account and book an appointment click here.

Seemingly simple problems may need further exploration and discussion. GPs are thorough and will not ask a patient to leave until they are confident the highest standard of care has been given. This may cause a delay. Occasionally an unforeseen emergency patient may require medical attention and need to be fitted in. We ask for your understanding in these incidences.

Just a few minutes extra per consultation can mean the doctor can be 1 hour late by the end of the morning.

You can help by:

• Being aware that the time spent with the doctor will usually be about 12 minutes.
• Being understanding if the doctor suggest you come back to address remaining issues
• Book for a longer consultation if you are seeing your doctor for more than one problem, a complex condition, for a medical such as insurance or driving medical, for counselling type of problems or if you are a new patient.
• A “fit in” appointment is for the urgent problem of the day

From time to time we have medical students attached to the practice. Your doctor will ask if it is OK for the student to be present during your visit.  Some people feel uncomfortable having somebody else in the room. If you do not wish to have the medical student present during your consultation, please let your doctor know. Registrar GPs also train at our clinic. They are under the supervision of Fellowed (fully qualified) GPs.

Most problems are best dealt with in consultation however a telehealth appointment may be available in some circumstances.  Your doctor will decide if a telehealth appointment is appropriate.  Some examples where a telehealth appointment may be suitable include if you are unable to attend due to ill health eg COVID, or your Dr has requested a simple follow up.  Please phone reception if you would like to discuss the option of a telehealth appointment.

We would like to hear if you have any suggestions or complaints to help us improve our services. Please feel free to approach your doctor or the practice manager to discuss your concerns. If you are still unsatisfied you can write to NSW Health Care Complaints Commission, Locked Bag 18 Strawberry Hills, NSW 2012.

Standard appointments can be made through HOTdoc the online booking system or by telephoning reception. 

Long appointments are for patients with complex health conditions or multiple issues, long forms to be completed, mental health and counselling type appointments, initial Workcover appointments.   Full check ups including skin checks and annual check ups are best on  a longer appointment.