Appointment Information

Broadwater Surgery operates via an appointment system.  You can make an appointment by contacting the practice directly by phone or by booking online via HotDocs.

Our standard appointments are 10 minutes however if you have complex or multiple health concerns please let reception staff know to book a long or double appointment for you. This helps to avoid long wait times and allows you to have the time you require with your GP.

If you appointment is for specific paperwork, employment or commercial licence medicals, or WorkCover please inform reception staff when booking. Please be advised that we DO NOT prescribe S8 medications.

Each appointment is for one person only. If you have other family members who require medical attention, please make a separate booking for each person.

Broadwater Surgery aims to adhere to appointment times, however the unpredictable nature of a medical practice means that doctors sometimes run behind schedule. This is mostly due to a patient requiring urgent medical attention. We sincerely regret any inconvenience caused when we fall behind with our appointment schedule.

If you no longer require your booked appointment please call and cancel so the appointment time can be made available to other patients.

In urgent situations, we will always try to accommodate walk-ins.

Billing Information

Bulk Billing is available for most services for eligible Medicare card holders. Please speak with reception for the fee schedule for non-Medicare card holders. Additional fees apply for certain procedures which will be fully advised prior to the procedure. Please inform reception if your consultation is work injury-related as WorkCover fees apply.

After Hours Service

After hours cover is provided by the National Home Doctor service. This service is contactable on 13SICK (13 74 25), and they are able to arrange an after hours home visit if required. The outcome of this visit is communicated to your GP.

Patient Privacy

Privacy of the health information collected at this practice is very important and is protected in compliance with privacy legislation (Privacy Act 1988). You can request further details on this through our detailed Privacy Policy.

Test Results, Repeat Prescriptions, Referrals

In order to manage your health needs and fulfil our ethical and legal responsibilities, we require that you attend your GP in order to receive all results, scripts or referrals. Our receptionists are unable to provide you with results over the phone or arrange scripts and referrals.

Should a critical or urgent result be received we will ensure to contact you, however as a matter of routine, once investigations are requested by your GP, we advise you to book a follow-up appointment for your results.

Reminder System

As a practice committed to preventative care, at the time of registration we will seek your permission to be included on our reminder system. Routinely, we may issue you with a reminder offering you preventative health care services appropriate to your health. If you do not wish to be included, please let reception staff know.

Communication Policy

Any patient communications with the practice are best via telephone call during surgery hours as per our Communication Policy, a copy of which you are able to request from reception. Administrative staff are then able to relay any urgent communications and arrange for your GP to be informed so that this can be acted on as appropriate. Due to the potential safety and privacy concerns, electronic communications are best avoided as explained in our Communication Policy.

Disability Facilities

Broadwater Surgery is designed for wheelchair access. We also have a wheelchair available if needed. Accessible parking can be arranged if required.

Car Parking

For your convenience car parking is available at the rear of Broadwater Surgery. Street parking is also available on Turpin Rd.

Suggestions or Complaints

If you are unhappy with any aspect of our practice or have any suggestions, we are keen to know.

For any concerns or complaints please speak with any member of our team or request to see our Complaints Policy which explains the complaint process and how seriously we take any complaints received. 

For any suggestions, please complete a Suggestions Form available at reception. Suggestions Forms are routinely reviewed by practice management.