Care Policy


We open for consultations Monday to Friday between 9am and 5pm.  See Our Services for each practitioner’s normal schedule.


We encourage time with your practitioner and regular visits that help us get to know you in good health so we can manage your health proactively and help you identify potential health concerns before they become problems.

In therapy we also encourage regular proactive contact for the period agreed by you, your practitioner and referring doctor.


Please schedule your next planned visit such as a health review, excision or procedure before you leave the practice and at least three weeks in advance if you receive a reminder or recall for a specific reason.  This helps us monitor availability of access for patients with more acute health concerns and new patients.

If you provide seven days notice when rescheduling appointments we will not charge a cancellation fee.  If we can fill your time with another patient we will not charge a cancellation fee.


Payment is required at the time of your consultation.  Applicable Medicare Online rebates can be submitted by us at this time if your bank account is registered with Medicare.

We accept EFTPOS, Cash and Cheque payments.


Our preferred means of communication is by telephone. This allows us to clarify your request and give your appointment needs appropriate priority. If you have a genuine emergency and require urgent medical attention during consultation hours your call will be transferred to a medical practitioner.

A consultation and examination is required for any medical matter including the completion of documents.  This allows enough time to be allocated to complete your request, clarify issues and examine you.

Please only use for medical matters where you have made a prior arrangement with your practitioner.  Skype and Phone consultations are also available when arranged directly with your practitioner.

Prescriptions, Referrals and Results

Please discuss these matters in your planned visits.

Health Promotion Activities

We use State, Federal Registers and our own electronic reminder system for your preventative health activities. We require your written consent to be placed on these reminder systems or removed from them.  Once given we request that you act on SMS and Email reminders in a timely fashion so that we maintain accurate records for you.

We send you an SMS reminder 3 – 4 weeks before your Health Review is due. When you receive your SMS please book your health review online or call reception immediately.

Outside Normal Hours Care

If you have a new or worrying problem that can wait until the practice re-opens you can use our Appointuit App to book an appointment online at any time or call the practice at 9am for a same day appointment.  If you have an emergency that can’t wait, dial 000 or go directly to the Townsville Hospital.

House Call Doctor 13 55 66 is available after 6pm for non-critical care and in this circumstance we recommend you make a follow up appointment at Nautilus Health.


Let reception know three weeks prior to your appointment if you require an interpreter or have special needs based on your cultural background.

Privacy and Confidentiality

Our practice places high priority on privacy and confidentiality of your health information and we abide by the APP Privacy Policy. We use CCTV surveillance for our security and your protection; your information is confidential unless you authorize its release or release is required by law.

Feedback and Improvement

Please ask us if you have any questions about our service

For more information about your health care rights, email

Download Care Policy PDF