Phone Calls
We endeavour to answer calls promptly. If unable to reach us, please leave a message or email us.
Practice Policies
Our Practice PoliciesHelping us care for you better. At The Madison Medical Practice, our policies are in place to help us provide safe, respectful and timely care for all patients. We believe in being open and transparent, and we’re always happy to answer any questions you may have.
Booking Appointments at Our Practice
Planning ahead helps us look after you better
We recommend booking in advance to see your preferred doctor at our Berowra practice, as appointments can fill quickly.
Standard consultations are 15 minutes. If you feel you may require additional time, please let our reception team know at the time of booking so we can arrange a longer appointment to properly address your concerns.
Please note that walk-in appointments are not available.
Planning ahead helps us ensure every patient receives the time, attention and quality care they deserve.
Ready to book? Visit our appointment booking page or call our friendly reception team. If you are a new patient, we look forward to welcoming you to our practice.
Telehealth Appointments
Convenient consultations from the comfort of your home
Due to high demand for appointments, it is rarely possible to speak to your doctor via telephone without a booking. The best way to contact your doctor is to make an appointment for a consultation, either face to face or via telehealth.
Telehealth consultations have been approved by the Federal Government and are available for existing patients who have attended the practice at least once in the last 12 months.
For patients without Medicare, private fees will apply. Please see our fees page for guidelines. Telehealth consultations attract a Medicare rebate, which will be processed online by our reception staff.
To book a telehealth consultation, visit our appointment page or contact our reception team.
Cancellation/Non-Attendance Policy
We understand that plans can change. If you’re unable to attend your appointment, please let us know as early as possible so we can offer the time to another patient.
If you can no longer attend your appointment, please cancel or reschedule through your confirmation email, the HealthEngine app, or by calling our reception team.
Please note that a fee of $50.00 will apply if you cancel less than 2 hours prior to your appointment or fail to attend without notice.
For information about our consultation fees, please visit our fees page.
For physiotherapy, podiatry and dietitian consultations, a charge of up to 50% of the consultation fee will apply if your appointment is cancelled or rescheduled within 48 hours.
We recommend rescheduling as early as possible to avoid these charges. Learn more about our allied health professionals.
For all psychology consultations, the following cancellation fees apply:
- Cancellations within 48 hours will incur a fee of 50% of the total consultation charge
- Cancellations within 24 hours will incur a fee of 100% of the total consultation charge
We appreciate your understanding, as these policies help us manage appointment availability for all patients.
Test Results Management
Why a GP Consultation Is Important for Test Results
All test results are reviewed by your GP as part of our professional duty of care.
As a general policy, results are not released directly to patients without a consultation. This ensures results are interpreted in the context of your medical history, clearly explained, and that any necessary follow-up or treatment is arranged. Releasing results without clinical discussion may lead to misunderstanding or delayed care.
If you request a copy of your results without an appointment, our staff must first confirm with your GP that it is clinically appropriate to release them without consultation.
You may also be able to access certain results through your My Health Record via your myGov account, depending on the test type and uploading provider.
Please contact our team if you have any questions about your results.
Have any questions?
Have Questions? We’ve Got Answers
No, we do not accept walk-ins. All patients must book an appointment in advance to ensure you can be seen by your preferred doctor.
We bulk bill children 15 and under, patients 70 and over, and concession card holders on weekdays only. All other patients are privately billed.
At our practice, it is important to book an appointment to discuss your results with your doctor. Here is how we handle different types of results:
- Urgent results: Your doctor will call you directly
- Non-urgent results: You will receive a text notification
- Normal results: No notice will be provided
Results will not be given over the phone unless via a telehealth appointment. If you have any questions regarding your results, please contact our nursing team for further assistance.
New or repeat referrals and prescriptions require a consultation with your doctor. This allows your doctor to review your condition and ensure your treatment remains appropriate and up to date.
If you have any questions or are unsure what to do, our friendly reception team is happy to help.
Please book an appointment to discuss your referral or prescription needs with one of our general practitioners.
The Madison Medical Practice consulting Doctors and practice staff communicate with patients in-person, by phone call, video conferencing, SMS or email.
We endeavor to do our best to answer phone calls in a timely manner, however if you are unable to be answered timely by our friendly reception staff, you can always send us an email at [email protected] or provide an online feedback/request online via our website Contact Us.
We will reply to all requests as soon as possible. You may email us for general enquiries or follow up of a non-urgent matter only.
If you’re unsure about an SMS you’ve received, please call us on 02 9987 2226 to verify. Messages from our practice will only ever ask for a simple YES or NO response.
Having your current phone number and email helps us contact you about appointments, results, and important updates. If your details change, please let our reception team know or update them via our Contact page.
The Madison Medical Practice is committed to maintain the confidentiality of your personal health information at all times. Your medical record is a confidential document. We are unable to give information about family members or other patients.
We follow strict privacy protocols in line with Australian healthcare regulations to ensure your information is collected, stored, and used appropriately.
You can request a copy of our Health Information Collection and Use Consent Form from reception. If you have any questions about privacy, our team is happy to help.
How We Keep You Informed
The Madison Medical Practice uses multiple channels to keep you informed and connected with your healthcare.
Contact us at [email protected] for general enquiries or non-urgent matters only.
SMS Notifications
We use SMS for recalls, reminders and appointment confirmations. Our messages only ask for YES or NO responses.
Video Conferencing
Telehealth consultations are available for existing patients who have visited within the last 12 months.
Online Feedback
Submit requests or feedback via our website contact form for a prompt response.
Interpreter Services
Translator services are available for patients who need them. Simply let our reception team know.