Patient information

We strive to provide the most appropriate type of appointment for your needs. If you have more than one problem or feel you may need longer with the doctor, please let the receptionist know when booking so we can allocate additional time.

Longer appointments will incur an additional charge for Medicare eligible patients. The Medicare rebate is proportionally higher, so the out-of-pocket cost is similar.

While our practices strive to run on time, delays can occur due to the unpredictable nature of General Practice — particularly when patients need urgent care.

We thank you for your patience and understanding, and appreciate our patients extending the same consideration to others.

Scheduled home visits are available for patients whose condition prevents them from attending the surgery, subject to doctor availability.

Our clinics are closed on Saturdays and Sundays. If you need medical assistance on a weekend, please see the after-hours care options above.

Over the years, government funding of Medicare has not kept pace with rising costs. Our doctors have introduced a fee schedule to ensure we can continue providing high-quality care.

Telephone and video consultations are available for patients who have had a face-to-face consultation at our practice in the past 12 months. The same billing policy applies.

It is best to see your doctor in person for repeat prescriptions and specialist referrals. This gives your doctor the opportunity to review your condition and medications regularly.

Patients will need to see the doctor to obtain a medical certificate, WorkCover report or Centrelink documentation. If you require a certificate, please remember to ask during the consultation so we can allow sufficient time.

Your doctor will advise when they expect to receive your results. Our staff are unable to give results over the phone or by email.

QML Pathology results will be available on your My Health Record approximately one week after they have been reported on.

We use an automated HotDoc system to send patients SMS messages for:

• Appointment reminders
• Follow-up of test results and other important matters (recalls)
• Preventative health reminders

At Port Village & Mossman Medical Centres, some of our team use secure AI technology to support your doctor during consultations. These tools support — but do not replace — your doctor's expertise and clinical judgement. Your care remains personalised, confidential and centred on your individual needs at all times.

What is an AI scribe?

An AI scribe is a digital tool that helps your GP write notes in real time while they talk to you. Your GP checks and approves all notes before they are saved in your medical record, and makes all clinical decisions using their own knowledge and judgement.

How does this help you?

Our goal is to improve your experience by increasing quality time with your GP — so they can focus on you rather than the computer — reducing the administrative burden on our doctors, and supporting accurate, complete medical records.

Your choice

Your doctor will ask your permission before using an AI scribe. You can say no or change your mind at any time, and doing so will not affect your care in any way.

Privacy and security

If you have any questions about AI tools used during your consultation, please speak with your doctor or our reception team.

At Port Village and Mossman Medical Centres we promote high-quality and safe care for every patient. At times things may go wrong and you may experience an unexpected outcome — known as an adverse event.

If this happens, you can expect to have an open discussion with the treating team, and your family or carer, about what happened, what is being done about it, and the steps we are taking to prevent it from happening again. This communication process is called open disclosure.

We are sometimes involved in the teaching of medical students. A medical student may be present during your consultation as part of their training.

We want every patient to feel understood and cared for. The following free services are available — please let us know before your appointment if you need assistance organising a translator.

We are committed to operating transparently and in accordance with Australian privacy and professional standards. Please review our policies using the links below.