Frequently Asked Questions


We are a Bulk billing practice Monday to Friday and mixed billing on Saturdays. You will need to bring your medicare card for every visit. If you have not been to the practice and do not have a medicare number we will ask you to ring or attend a Medicare office to be provided with your current number. If we are not able to establish a current medicare number you are required to pay for your visit prior to seeing the doctor.

It is necessary to advise reception if you require a medical examination eg. commercial driver’s licence or insurance medical. As medicare does not cover some medicals, you will be required to pay a fee at the time of consultation. It is recommended you obtain a quote prior to your consultation. We do not issue accounts and payment is required.

Pathology and Other Test Results

The Privacy Act prohibits the ability to provide patients with any details of pathology or other test results over the telephone. These discussions must be conducted in person with your doctor. Our policy is that if there are any test results that the doctor wishes to discuss with you , we encourage you to make a follow up appointment with your doctor alternatively we will ring you and offer you a recall appointment.


When returning for ‘follow up dressing’ please tell the receptionist when you are booking in. The nurse will place you in a treatment room, remove old dressings and prepare you to see your doctor.

If possible we ask that you present for your dressings during the following times:

Weekdays: 8:30am – 11:30am & 2:00pm – 4:00pm
Saturday: 8:30am – 11:30am

It will save you unnecessary delays if you come at these times.


Please ask the doctor for any prescriptions you require during your consultation. We are unable to provide prescriptions to patients without a consultation. Telephone requests will not be accepted. The only exception to this policy is where a recently prescribed medication has been broken.

Practice Policy

Doctors Receiving and Returning Telephone Calls The doctors prefer not to take calls during consultations, unless the matter is extremely urgent. A message will be taken by reception and the doctor will take the necessary course of action. In some cases your call may be dealt with by a nurse.

Smoking Policy This practice adopts a “NO SMOKING ” policy on the premises for the comfort and safety of patients and staff.

Management of Personal Health Information and Your Rights Your medical record is a confidential document. All patient consultations and medical records are kept strictly confidential. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised staff members. We abide by the Australian Privacy Principles. A copy of our privacy policy is available upon request.

Any questions or queries should be directed to the receptionist. We also provide  access to nurses to answer your health queries. If you have any suggestions or complaints we are always willing to listen – please talk to your doctor or the Practice Manager. Any formal complaints can be referred to the Principal Doctors of this practice, Dr Greg Hales and Dr Brad Gillis or to the Office of the Health Ombudsman, http://www.hqcc.qld.gov.au/.


We encourage all children to complete their immunisations. Please discuss your requirements with your doctor. Our Registered Nurses are well trained in administration of immunisations and are available to answer any questions or organise catch ups.


In the interest of patient safety, instruments in this surgery are sterilised in a Cominox steriliser. This is in compliance with the Australian Standards. Infection  control standards for Office Based Practices are followed

Cultural Background

To help facilitate quality medical care, we ask you to notify reception of an emergency contact and also advise your doctor or nurse of your cultural background.

Interpreter Service

If you or a family member requires an interpreter service, we can organise this for you using TIS National, a translating and interpreting service funded by the Australian Government for Doctors. Please let us know when you book your appointment if you may require this service.

Travel Health

If you are going on holiday, please consider what vaccination’s you may need for your trip. Please ask your GP for advice regarding immunisations and the latest health alerts for overseas destinations.

Patient Feedback

Our goal is to provide consistent quality care to our patients. If you have any concerns or suggestions, please phone or write to:

Sue Campbell – Practice Manager

Crestmead Medical Centre, Unit 4, 13-17 Julie Street, CRESTMEAD QLD 4132
Tel: (07) 3803 5400

We would like to know if you are concerned about any aspect of our service. However you may prefer to contact the Queensland Government Centre for handling complaints.
QLD Health Quality & Complaints Commission
Level 18, 288 Edward Street, Brisbane, QLD 4001
Tel: 1800 077

My Health Record

A personally controlled eHealth record is a secure online summary of your health information. You control what goes into it, and who is allowed to access it.

Your eHealth record allows you and your doctors, hospitals and other healthcare providers to view and share your health information to provide you with the best possible care.

An eHealth record gives you more control over your health information than ever before, placing you at the centre of Australia’s health system. Crestmead Medical Centre will be participating in e Health.

Please register here