If you are a new patient, please bring the following to your first consultation:

• New patient form
• A valid Medicare cards
• Valid OSHC/OVC membership details
• Workcover patients will need to inform their employer and bring that employer’s contact details for verification to arrange payment

Appointments may be booked in person or by calling (02) 9601-6408, Monday to Friday 09:00 am – 05:00 pm. Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.

Mask is mandatory to enter the premises. We have introduced the below guidelines to protect patients from catching COVID virus and hospitalising. So, please wear a MASK before entering the premises and while you are inside.

Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945.

Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information ismailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.

Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.

Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.

A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. IV Clinic doctors will attempt to contact you regarding any urgent results.

We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.

Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131450to book an interpreter. (Private fee may apply)

We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with apincode. We request you down breaches. IV Clinic Doctors take no responsibility for cyber security breaches. Verbal consentsare taken at the time of consultation or new patient registration form. For all communications outside the software program whichmay contain sensitive data, we prefer not to communicate via emails. If you request a copy of medical information, you will be askedfor a fax number, postal address (for registered mail) or to pick up from the IV Clinic Doctors.

This practice has a strict no-smoking policy.

We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.

If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.

However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993.

HCCC NSW: https://www.hccc.nsw.gov.au/
HCCC VIC: https://hcc.vic.gov.au/
HCCC QLD: https://www.oho.qld.gov.au/
HCCC ACT: https://www.hccc.nsw.gov.au/

All members of IV Clinic understand the importance of respecting confidentiality with the information they receiveduring their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’sinformed consent.

Infusion therapy involves administering medication through a needle or cannula. Typically, the cannula is inserted into a vein in your arm or hand and connected to a sterile bag containing the fluid or medication to be infused.

During your infusion, our staff will monitor and record your vital signs, including blood pressure, heart rate, and oxygen saturation.

We recommend wearing comfortable, loose-fitting clothing. Your sleeve will need to be pushed well above the elbow to allow our staff to easily insert the cannula and monitor your vital signs. Additionally, some intravenous fluids may make you feel cool, so we suggest bringing a jacket or cover to keep warm.

It is important to be well-hydrated before your procedure. If possible, please drink water before your treatment. If you have a heart or kidney condition, advise your doctor so they can adjust the appropriate amount of hydration.

Payment is required on the day of treatment. We accept cash, Visa, Mastercard, or EFTPOS. Please note, the cost of the medication is not included. Currently, there is no Medicare or private health fund rebate available for the infusion.

Medications can be obtained through your local pharmacy or through the recommended pharmacy, typically the one closest to our location.