Policies
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Use our online tool to find and book an appointment that suits you!
For Emergencies & Life Threatening issues call 000
Opening Hours
- Mon & Fri: 8.00 AM - 6.00 PM
- Tue, Wed & Thurs: 8.00 AM - 5.00 PM
- Sat: 8.00 AM - 4.00 PM
- Sun: 9.00 AM - 3.00 PM
- Public Holidays: 9.00 AM - 3.00 PM
Billing Policy | Privacy Statement
We strongly believe that the relationship between a patient and his or her health provider is based on a two-way understanding, acknowledging that we both have a responsibility to each other.
- The following charter outlines that which we undertake to do and gratefully request your participation.
- Our practice have a Zero tolerance on verbal abuse, swearing and intimidation of our staffs, any patients who continually swear at, or abuse the reception staff, nurse, doctors or other patients, will be politely but firmly invited to find another Surgery to attend.
- Patients who are perceived to be under the influence of alcohol or drugs will NOT be consulted.
- No responsibility is taken for injuries to children if they are not suitably supervised whilst on the premises.
- Appointments Can be made 24 hours a day via
Our website: www. totalhealthgp.com , healthengine.com.au or Hotdoc.com.au - Patients are required to cancel their appointment 2 hours before their appointment time, non cancellation fee strictly applies if appointment is not promptly cancelled.
NB. Please observe the following important information when making an appointment:
- If you think you need a longer appointment (e.g. counseling, complicated or multiple problems, or both Workers’ Compensation and “Medicare” problem) please advice staff of this when booking so this can be catered for.
- Try to decide if your attendance is urgent, semi-urgent, or routine. This will allow us to keep appointments open for more urgent cases and to Triage your appointment more efficiently. If you are unsure please do not hesitate to ask for the nurse.
- Make sure you inform the reception staff if your appointment is for a Pap Smear or for Chronic Disease Management such as diabetes, pulmonary / heart problems and asthma.
Interpreter:
Should you need the services of an interpreter please inform reception as early as possible in order for them to arrange this. – we will need 48 hrs to arrange this service. You are most welcome to use a family member for this for ease of comfort.
Our doctors are all multi-lingual and fluent in English, some of the languages represented at our medical centre are:
- Dr. John Afolabi – Yoruba & Shona
- Dr Rosalind Ho – Malay & Mandarin
- Dr Naeem Shoukat – Urdu, Hindi, Punjabi
- Dr. Giles Bointon – English
Patients who are particularly ill
Should notify staff on arrival, so they can be made as comfortable as possible until seen by the doctor. If needed the nurse will see you first. Please be mindful of others and should you have a contagious cold/flu and collect a mask to place over your mouth on arrival
We kindly ask parents to supervise their children at all times.
[PCEHR] Personally Controlled Electronic Health Record / MY Health Record / ETP:
This surgery and its doctors participate the electronic sending of prescription {eTP} and in the Governments PCEHR/My Health Record Program
The doctor or reception will ask you if you wish to participate in this Government program.
Should you agree the doctor or nurse will upload your health summary information and when needed an event summary to your Central records for access by other health professionals. You will need to register for My Health Record if you wish to participate. Reception can assist you in doing this
Please read our BILLING POLICY INFORMATION SHEET for further information.
After hours:
When the surgery is closed please call 1300 000 362 for assistance; our Perth After Hours service will respond. This number is displayed on the sign in the front of the practice as well as in the waiting room.
Telephone Calls/ Electronic Communication:
Doctors are unable to take calls during consultations. Messages can be left for the doctor with reception or sent via e-mail to: reception@wthc.com.au
Doctors generally only call patients when it relates to an urgent matter.
Repeats Scripts:
An appointment must be made with the doctor to obtain a script.
Results of tests, X-rays etc.
We ask that all patients make an appointment to obtain their results unless indicated otherwise by the doctor during the consultation. We will not give results to a third party unless a disclosure statement has been signed or the patient has communication problems or suffers from Dementia.
We will actively chase up important and abnormal results without delay, so please ensure you have given us your current address, home, mobile and work telephone number. If you move, please inform us promptly.
No-Smoking or Dogs Policy:
Smoking is not permitted anywhere on the premises. This is in keeping with our health policy and is for the comfort of all others. We would appreciate your commitment to this measure, and ask smokers not to discard cigarette butts in the grounds of the practice at all.
Dogs are not permitted unless they are assistance dogs
Sterilisation:
Wanneroo Total Health Care use sterile disposable Instruments.
Confidentiality:
We adhere strictly to confidentiality guidelines as defined under the Quality Assurance (QA) Legislation enacted in Federal Parliament & National Privacy Principle Our staff are skilled in this area. No information is released to Third Parties without the written permission of patients.
Please read out Practice Privacy Statement for further information.
Recall Reminders:
Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or reception know.
Pap Smears:
Reminder letters will be sent to patients due for a Pap smear, however this does not replace your responsibility in this area. Please be aware or inquire if you are unsure. All Pap Smears will be registered with the Pap Smear Registry unless otherwise advised.
• Patients will be notified when another appointment is due for ongoing treatment checks such as cholesterol and diabetes.
X-Rays / Ultrasounds:
We are report only surgery. If you wish to have your X-ray / Ultra Sound you will need to wait for them to be processed at the time they are done. They will not be delivered to us. We will only be receiving the report via electronic download.
Suggestions and Feedback:
If you have any suggestions or feedback inform us or use the suggestions box at front reception to drop us note. We look forward to any comment as will use it a learning tool in order to improve our quality of service at the centre.
Problems and Complaints:
If you feel that you have a justifiable complaint please direct them to the Practice Manager in one of the following methods
E-Mail: pm@wthc.com.au
Post: Unit 2, 876 Wanneroo Rd, Wanneroo ,WA 6065
*ALL complaints must be directed in writing.
We take all your complaints seriously and will address them as best we can. The Practice Manager will be in contact within 2 weeks to discuss your complaint. If you feel we have not addressed your concerns and you wish to take these to a higher authority you can contact the Office of Health Review: www.hadsco.wa.gov.au/complaints
GPO Box B61
PERTH WA 6838
Phone: (08) 9323 0600 | Facsimile: (08) 9221 3675
Country Free Call: 1800 813 583 | TTY: (08) 9323 0616
Email: mail@hadsco.wa.gov.au
Thank you for taking the time to read this charter
Billing Policy
Fees & Billing Information
Wanneroo Total Health Care is a mixed billing practice Monday to Friday.
Please note that all new patients, including children, are privately billed for their first consultation.Bulk Billing Eligibility (Monday to Friday)
We bulk bill the following eligible patients for standard weekday consultations:
- Children under 16 years of age
- DVA Gold Card holders
- Pension Card holders
- Health Care Card holders
Weekends & Public Holidays
Bulk billing is not available on weekends or public holidays.
All patients will be privately billed, and payment is required on the day of consultation.Medicare rebates (where applicable) can be claimed back immediately after payment through our practice.
Patients Without a Valid Medicare Card
Patients who do not hold a valid Medicare card will be charged private consultation fees at the practice’s standard private billing rates.
Procedure Fees
Additional fees apply for procedures and services including, but not limited to:
- Skin excisions
- Biopsies
- Suturing
- Iron infusions
- Implanon insertion and removal
- Liquid nitrogen treatment
- ECGs
- Results consultations
- 24-hour Holter monitoring
These fees are payable on the day of service by cash, EFTPOS, or credit card.
Please note that some procedure fees may not be fully refundable through Medicare.For detailed pricing, please refer to our Fees Schedule.
Newborn Patients
Newborn babies who are not yet registered with Medicare will be privately billed. Payment is required on the day of consultation; however, parents may be able to claim a Medicare rebate once the child has been successfully registered.
Workers’ Compensation & Motor Vehicle Injury Claims
Consultations relating to Workers’ Compensation claims or Motor Vehicle Accident injuries/illnesses are billed privately to the patient, with payment required on the day of consultation.
Once your claim has been formally accepted:
- Workers’ Compensation claims may be reimbursed through your employer’s insurer
- Motor Vehicle Accident claims may be reimbursed through the Insurance Commission of Western Australia (ICWA)
Subsequent approved consultations may then be billed directly to the relevant insurer.
Double Consultations
Where a patient presents with both:
- A Workers’ Compensation or Motor Vehicle Injury issue and
- A separate Medicare-related health concern
these consultations must be billed separately in accordance with Medicare requirements.
Please advise reception staff at the time of booking if this applies.
Missed Appointment / Non-Attendance Fees
Patients who fail to attend their appointment without providing at least 2 hours’ notice will incur a non-attendance fee:
- $50 – Weekdays
- $80 – Weekends
- $100 – Public Holidays
We understand that appointments can occasionally be forgotten in a busy schedule. If you are unable to attend, please contact our reception team as early as possible so the appointment can be offered to another patient requiring medical care.
Repeated failure to attend may require payment of outstanding fees before future appointments can be booked.
Non-Medicare Services
The following services are not covered by Medicare under the Health Insurance Act and will attract private fees:
- Overseas visitors
- Private patients without Medicare
- Insurance medicals
- Superannuation medical assessments
- Commercial driver / special license medicals
- Occupational health assessments and screenings
- Pre-employment medicals
These services are charged in line with the practice’s private fee schedule.
Our reception team will advise fees in advance wherever possible. Please feel free to ask if you require clarification.
Privacy Statement
Privacy Policy
Commitment to Your Privacy
At Wanneroo Total Health Care, the provision of high-quality healthcare is our highest priority. This requires a strong doctor–patient relationship built on trust, respect, and confidentiality.
We are committed to protecting your privacy and handling your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and relevant healthcare privacy legislation.
Your medical information is treated as strictly confidential and will only be collected, used, stored, and disclosed in accordance with this privacy policy and with your consent, unless otherwise required or authorised by law.
Why We Collect Your Personal Information
To provide safe, effective, and appropriate healthcare services, we need to collect and maintain personal information about you.
Our primary purpose for collecting your information is to manage your healthcare needs. We may also use your information for related administrative and business purposes, including:
- Processing Medicare and other financial claims
- Appointment scheduling and reminders
- Clinical audits and quality improvement activities
- Accreditation and compliance requirements
- Staff training and education
- Practice administration and operational management
What Personal Information We Collect
The information we may collect includes:
Personal Details
- Full name
- Date of birth
- Residential and postal address
- Telephone numbers
- Email address
- Emergency contact details
Health Information
- Medical history
- Current medications
- Allergies
- Immunisation records
- Family history
- Social history
- Risk factors
- Clinical notes
- Investigation results
- Specialist correspondence
- Treatment plans and referrals
Identification & Billing Information
- Medicare details
- Department of Veterans’ Affairs information
- Health fund details
- Healthcare Identifiers
- Workers’ Compensation or insurance claim details where relevant
Consent
By registering as a patient at Wanneroo Total Health Care, you provide consent for our doctors, nurses, and authorised staff to access and use your personal information for the purpose of providing healthcare services.
Only staff members who require access to your information to perform their duties will be permitted to do so.
If we need to use your information for any purpose outside routine healthcare delivery, we will seek your additional consent unless disclosure is legally required.
How We Collect Your Information
We may collect your personal information in several ways, including:
- When you register as a patient
- During consultations with doctors or nursing staff
- Through appointment bookings (phone, online, in person)
- Via email, SMS, website forms, or social media communication
- From correspondence received from other healthcare providers
In some circumstances, information may be collected from third parties where it is impractical to obtain directly from you, including:
- Specialists
- Allied health providers
- Hospitals
- Pathology and imaging providers
- Community health services
- Medicare
- Department of Veterans’ Affairs
- Your guardian, parent, or authorised representative
Anonymous or Pseudonymous Care
Where lawful and practical, you may choose to remain anonymous or use a pseudonym when dealing with our practice.
However, in many cases, identification is necessary to provide safe and effective medical care.
Sharing Your Information
Your personal information may be shared where necessary for your healthcare or where required by law.
This may include:
Healthcare Providers
To support continuity of care, we may share information with:
- Specialists
- Allied health providers
- Hospitals
- Pathology services
- Diagnostic imaging providers
- Community health services
Government & Legal Requirements
We may disclose information when required or authorised by law, including:
- Court orders or subpoenas
- Mandatory disease notification
- Public health reporting obligations
- Medicare compliance requirements
Digital Health Systems
Where relevant, information may be shared via:
- My Health Record
- Electronic prescribing systems
- Secure messaging platforms
- eReferrals
Practice Service Providers
We may share limited information with trusted third-party providers supporting our operations, including:
- IT support providers
- Accreditation bodies
- Practice software vendors
- Secure data backup providers
All service providers are required to maintain confidentiality and comply with privacy obligations.
Overseas Disclosure
Your personal information will generally not be disclosed outside Australia without your consent, unless legally permitted under exceptional circumstances.
Marketing
Wanneroo Total Health Care will not use your personal information for direct marketing without your express consent.
If you choose to receive marketing communications, you may opt out at any time by notifying us in writing.
How We Store and Protect Your Information
Wanneroo Total Health Care is a fully computerised paperless practice.
Your information is securely stored using protected electronic medical record systems.
Security measures include:
- Password-protected systems
- Restricted staff access
- Antivirus and cybersecurity protection
- Secure backups
- Confidentiality agreements for all staff
- Controlled access to practice systems
Where paper records are received from previous practices, relevant documents may be scanned into your electronic file, with original records securely stored where required.
Medical records are retained in accordance with legal record retention requirements.
Accessing Your Medical Records
You have the right to request access to your personal health information.
Requests must be made in writing and include:
- Your full name
- Contact details
- Signature
- Identification details
Requests can be sent to:
Practice Manager
Wanneroo Total Health Care
Unit 2, 876 Wanneroo Road
Wanneroo WA 6065
📧 pm@wthc.com.auPhoto identification may be required before access is granted.
Administrative fees may apply for extensive record copying or preparation.
Correction of Information
We take reasonable steps to ensure your information is accurate, complete, and up to date.
You may request corrections to your information at any time by contacting the Practice Manager in writing.
We may also periodically ask you to confirm your details.
Privacy Complaints
If you have concerns about how your personal information has been handled, please contact us in writing.
Practice Manager
Wanneroo Total Health Care
Unit 2, 876 Wanneroo Road
Wanneroo WA 6065
📧 pm@wthc.com.auWe aim to investigate and respond to privacy complaints within 14 business days.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
📞 1300 363 992
🌐 www.oaic.gov.au
Website Privacy
Our website may collect limited personal information where you:
- Submit contact forms
- Book appointments online
- Request callbacks or enquiries
Information collected may include:
- Name
- Date of birth
- Contact details
- Appointment request information
We do not collect unnecessary personal information through our website.
Policy Review
This Privacy Policy is reviewed regularly to ensure ongoing compliance with privacy legislation, RACGP standards, and best practice requirements.