Read the policies (cancellation · zero tolerance · health information)
Cancellation policy
Consultations. If you cancel within 48 hours of your appointment, or do not attend, a cancellation fee applies: the lower of 50% of the consultation fee or $100. Further appointments are booked once the cancellation fee has been paid. No fee applies if you are unwell or a doctor advises you not to attend (a medical certificate may be requested), or if we change or cancel your appointment. If you are a WorkCover, DVA or ADF patient, any cancellation fee must be paid by you personally and will not be covered by the third party.
Procedures. Payment for your procedure is due at least 7 days before your admission. If you cancel or move your procedure more than 7 days beforehand, your payment is refunded in full or carried to your new date. Between 7 days and 48 hours beforehand you may move to a new date once at no cost, or ask for a refund; asking for a refund instead of moving costs an administration fee of $150 on private-fee and procedure-package bookings, and never on a known-gap arrangement. If you cancel within 48 hours of your admission time, do not attend, or cannot proceed because your preparation or fasting instructions were not followed, we retain the lower of 50% of your payment or $500 as a genuine estimate of the theatre time that cannot be reallocated at short notice, and refund the balance; we may at our discretion apply the retained amount to a new date. This does not apply if you are unwell or a doctor advises you not to proceed (a medical certificate may be requested), or if the practice, the hospital or the anaesthetist cancels; in those cases you receive a full refund or a free new date. A prepayment cannot be claimed from Medicare or your health fund until your procedure has taken place.
Zero Tolerance Policy
Upper Edge Surgery has a zero-tolerance approach to any verbal, aggressive or violent abuse and behaviour towards our doctors, staff or other patients. Abusive behaviour — including offensive language, yelling, verbal insults, physical violence, racial abuse or sexual harassment — will result in the person being required to leave the practice, and may mean care is transferred elsewhere; in extreme cases the police will be called. We have the right to refuse treatment to anyone who threatens the safety of our staff or patients.
Health information release
I give my consent to Dr Goutham Sivasuthan of Upper Edge Surgery to contact medical practitioners or other bodies I have consulted to obtain health and other information that may be pertinent to my care, and I authorise those practitioners or bodies to release such information (which may include sensitive health information) to Dr Sivasuthan and the practice. I authorise Dr Sivasuthan to include the medical practitioners I have named in patient correspondence (reports, letters or other means) as applicable to my care.
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