Patient Information
Patients can book a consultation with a practitioner through our online booking system.
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How do new patients book?
New patients wishing to book a consultation with a specific GP, allied health or complementary practitioner can schedule an appointment via Hotdoc, our online booking system or by phone on 9105 4810. We require completion of a new patient form available on hotdoc or at reception. A face-to-face appointment is required for first time visits. Telehealth (phone or video) appointments are only available if you have had a face-to-face appointment within the last twelve months. Bookings are by appointment only, we are not a walk-in clinic. If you are not sure which practitioner you would like to see, please call reception for advice. Please allow 30 mins for a new patient appointment with our GPs. Dr Raymond Wong requires 45 mins. If you wish to transfer your medical records to us from your previous practice, please print and complete the attached form and email through to reception at healthclinic.freshwater@mountiescare.com.au.
What length of appointment should I book?
If you have more than one health concern or a complex issue to discuss, please book a longer (30min) appointment. A longer appointment time allows the doctor to adequately address your concerns and helps them keep to time. A standard consultation (15mins) is for one issue, e.g. a cold or uncomplicated problem such as a referral to a specialist for a new condition or a review of a chronic condition. A long consultation (30mins) is for multiple issues, complex conditions, first visits, cervical screening tests.
Mental Health Appointments require 45 mins.
Can I get an urgent appointment?
Appointments are reserved each day for patients who are acutely unwell and open for availability at 8:30am every morning – please contact Reception to book one of these appointments. We will always give priority to sick children. If you are unable to speak with our Reception Staff or book in, please go to the hospital or the Urgent Care Centre at Mona Vale Hospital - a 24/7 free, walk-in service for minor injuries and illnesses or dial ‘000’.
Do you send appointment reminders?
SMS and / or email reminders will be sent via Hotdoc for appointments and recalls unless you opt out. You can opt out of SMS messages when you complete the online registration form through Hotdoc or by calling reception. If you haven’t confirmed your appointment, practice staff will attempt to call you the day before your appointment or will send another text message directly from the practice.
What are your practice fees?
We believe that doctors need time with a patient to understand the root causes of their symptoms or illness. The short appointment times in bulk billing practices mean that doctors are often only able to treat symptoms. At Freshwater Health Clinic, the consultation fees that we charge allow our doctors to delve deeper and take the time needed to offer the highest standard of care.
Click the link to view our practice fees. Different medicare rebates may apply depending on the nature of your consultation. In some cases a doctor may adjust the bill at their discretion.
What is your cancellation policy?
Our doctors make every effort to be available to serve the needs of all our patients. When a patient does not show up for their scheduled appointment another patient loses an opportunity to be seen.
We request that you provide a minimum of 24 hours notice if you cannot attend your appointment. A $50 cancellation fee will apply to appointments that are cancelled without sufficient notice. The full cost of the consultation may be charged for no-shows on the day. This cancellation fee needs to be paid prior to booking your next appointment and is not claimable with Medicare.
If there are circumstances beyond your control which prevent you from cancelling your appointment with sufficient notice, please let us know as soon as possible by contacting the clinic on 9105 4810.
Please feel free to call the clinic and ask to speak to the practice manager should you have any queries regarding our cancellation fee.
How do I get my test results?
When patients are referred for testing, it is a requirement that a follow-up consultation be made to discuss results which often require explanation. It is not appropriate to assume that if you do not hear anything, all is fine.
Results will not be provided by the practice without review with the referring practitioner. On occasion the doctor may call you to discuss the results over the phone or the practice nurse may call you to schedule a follow-up appointment. After discussing the results you can request copies for your own records.
Can I get regular prescriptions or repeat referrals without an appointment?
Ongoing repeat prescriptions or repeat referral requests without an appointment may be booked via Reception or Hotdoc. This service is available for existing patients who have been prescribed the medication by a doctor at the practice and have been seen in the practice in the last 12 months. Your request, if approved by the doctor will be completed by your regular prescribing doctor, if available. If your doctor is unavailable or, or the request is not approved, you will be required to book an appointment.
Please allow 24-48 turnaround (excluding weekends). This service is charged at a non-rebateable fee of $30. In some circumstances the doctor may need to call you.
Do I need an appointment for a new prescription or referral?
For new prescriptions or referral requests, you will be required to make a short 15 min appointment to see your regular doctor to review your health. By making an appointment for new prescriptions, your doctor is better able to care for you, answering any questions you may have, and informing you of any risks, or concerns associated with your particular medication.
How do I leave a message for my doctor?
Doctors often have a busy schedule and can not take non-urgent phone calls from patients. It is preferred that patients make an appointment to discuss any concerns with the doctor in person. Our reception staff can take messages for the doctor and pass this information on. We can not guarantee that the doctor will call you back on the day unless the matter is urgent, however a member of the practice staff will endeavour to get back to you.
Can I email you?
Our email is not continually monitored and is used for administrative purposes only when exchanging documents. If you have a question please phone the practice on 9105 4810 and our reception staff will endeavour to help. Please do not send clinical requests or queries via email.
Can I book an appointment out of hours?
For urgent medical attention please dial 000 for an emergency, or, for less urgent matters please visit the Urgent Care Centre in Mona Vale - a 24/7 free, walk-in service for minor injuries and illnesses.
For out of ours GP appointments call 1300 SICK. Any consultation notes from 1300 SICK will be transferred to the practice.
Do you offer home visits?
We prefer to see and treat patients at the practice. However we understand that some patients may have a condition that prevents them from attending in person. Home visits are available by prior arrangement with the GP and only for regular patients.
How is privacy maintained?
We take your confidentiality and privacy very seriously and endeavour to maintain security of personal health information at all times. In compliance with the Privacy Amendment (Private Sector) Act 2000, Freshwater Health Clinic has prepared its privacy policy to describe the way and circumstances under which personal information is collected, stored, used and disclosed and also how complaints are handled by this practice.
To view our policy, click here.
Feedback and Complaints
We always welcome feedback at Freshwater Health Clinic.
Email us directly if you feel we have been in breach of our Privacy policy, or have any concerns or a complaint regarding our practice. Please direct your enquiry to:
The Practice Manager
Freshwater Health Clinic
88 Evans Street
Freshwater, NSW 2096
healthclinic.freshwater@mountiescare.com.au
If an individual believes their complaint has not been appropriately handled by this Practice, they should contact the Office of the Federal Privacy Commissioner, Privacy Hotline 1300 363 992 (local call charge) or via www.privacy.gov.au.
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Located in the Health & Wellness precinct of Harbord Diggers.