frequently asked questions
Navigating life after transitioning out of defence can be challenging, confronting and confusing. But you don’t have to walk that path alone.
We have collected our most frequently asked questions in one place to help answer any queries you might have about what you can expect when you attend REFORGE veteran care.
Rules of engagement
We expect all of our patients and community to abide by our REFORGE rules of engagement.
Our standard appointment time is 20 mins. This is due to the complexity of our patients and because we believe in spending the time with you. Telehealth phone consults of 10 mins are available for simple scripts / referrals but should be the exemption, especially as they often run over 10 mins. We cannot bill a phone consult for more than 10 mins. Longer consults must be web browser video based (via Hotdoc).
Some of our GPs do 5-10 min sick parade telehealth consults in the morning. These are strictly for one issue only (usually repeat referral or scripts). Please book a longer appt for anything else.
Our GPs are unable to bill DVA for their time without an appointment; we are unable to process requests via email, phone calls to reception etc. It is important that you take control of your own healthcare.
We must see you in person at least once every 12 months to be eligible for telehealth appts.
We always try hard to keep to time but sometimes we will run late due to patient complexity, or unexpected issues. We appreciate your patience.
If you have opted in to digital communication, we will send you an SMS reminder ahead of your scheduled appointment.
Our GPs are very busy and often have long wait times. Our cancellation or ‘no show’ fee is the 100% of the standard booked consultation fee if we do not receive notice of your cancellation. We need 8 hours notice if you wish to cancel an appointment. This enables us to reschedule the appt for other patients. Please call us if you are stuck in traffic etc.
For those under DVA, we are unable to bill DVA if you fail to turn up for your appointment without notice – our cancellation policy will apply. Please be considerate of others who may have been able to take your appointment.
We are unable to bill DVA if you fail to show up for your appointment (across the clinic) – your practitioner will not get paid. Per our cancellation policy it is likely you will be billed privately if you haven’t notified us prior to the appointment.
We often have long wait lists and it is unfair on others trying to get in if you just don’t turn up. Whilst we do send SMS reminders sometimes technology fails. Not receiving a reminder is not an excuse for failing to show up. Ideally put your appointment in your phone with an alarm reminder.
Please call us if you’re running late or something unexpected occurs.
We have a zero tolerance policy for abusive behaviour. We understand you might be having a bad day but our staff are here to help you, and will do their best. If you are seen to be abusive or threatening, you will be asked to leave or Police will be called.
GO2 acknowledges that patient complaints are an important source of customer feedback. Under the Health Services Act 1987 people with complaints should try to resolve them directly with the GO2 Practice Manager. If a satisfactory outcome is not achieved then complaint can be directed to the Health Services Commissioner for action by calling 03 8601 5200.
Scripts,
referrals and results
We expect all of our patients and community to abide by our REFORGE rules of engagement.
Our doctors will not prescribe these on the first consult (ie new patient).
This also includes telehealth consults for repeat scripts with someone other than your usual GP, and they have not met you before. Please do not ‘put them on the spot’.
As opiate scripts (including tramadol and panadiene forte) can only be provided for a month at a time, please ensure you have ongoing appointments booked with your primary GP.
QLD Health actively monitors opiate and benzodiazepine prescriptions through a live monitoring system called QScripts and can track ‘doctor shopping’.
We now offer eScripts which reduces paper use and facilitates telehealth (ie we don’t have to fax and post scripts which then get lost etc).
The majority of pharmacies accept them – it is our preference that eScripts are used where possible.
An SMS token will be sent to your nominated mobile phone (one per medication). There is a link which brings up a QR code. Show this to the pharmacist and voila!
It is our policy that results are not given over the phone (unless of an urgent nature), as it is not best medical practice.
We do not believe in enforcing a follow-up visit for ‘normal’ results. No news is good news.
Results of pathology and imaging are downloaded to the GP who reviews and marks off those that require a recall appointment. Your results are all filed in your electronic patient record.
Our practice nurses will recall patients to discuss abnormal results (many are non-urgent in nature). This is usually done through our HotDocs booking platform.
You will receive an SMS message to make an appointment. Otherwise, you are welcome to discuss any of your results at your next consult.
Please contact reception if you wish to see if your results have been received.
QML Pathology are co-located within our facility and are able to facilitate your pathology needs.
They are open from 0700 – 1200, Monday to Friday.
Our practice nurses can provide ECGs (heart tracing), spirometry (lung function), audiology (hearing), childhood and adult vaccinations, various injections such as testosterone / B12 and wound care.
Please note: some services have fees attached.
