Frequently Asked Question
Please use the sections below to find answers to questions you may have about our services and procedures.
Please see our COVID-19 FAQ on our My Medical Services Australia COVID-19 information page.
You can make an appointment over the phone by calling or booking an appointment online by clicking the Book Online button on each locations page. Not all of our appointments are available online, so please make sure to call the clinic if you can’t find a time online to suit you.
If you need an urgent appointment, it is always best to call so we can do our best to fit you in (for emergencies please call 000 in the first instance).
Our doctors try to run as close as possible to their appointment times, however, this is not always possible. Emergencies take priority and may cause unexpected delays. If you are concerned that your doctor may be running late, you may wish to ring us before coming in.
A standard appointment should be booked if you wish to discuss a single health issue.
A long appointment should be booked if you wish to discuss more than 1 health issue or you think you may have a lot of questions to ask your doctor.
My Medical Services Australia welcomes new patients!
Our doctors are committed to building ongoing partnerships with our patients so you achieve the best possible health and wellbeing, for now, and the future.
As part of this commitment, we ask that you provide us with information about your past medical history so we have the knowledge we need to provide the most appropriate medical treatment, as well as information that can be readily accessed in case of an emergency.
Prior to your first consultation, you will need to complete a registration form. Visit our New Patients page to access our new patient forms. Alternatively please arrive 10 minutes before your appointment to fill in a form at the clinic.
MMSA respects our patient’s confidentiality and the importance of test results, which is why it is our policy not to discuss your test results via the telephone.
If your doctor requires tests as part of your treatment, it is best to make a follow-up appointment with that doctor to discuss the results. Results usually arrive within one week of your medical test with the exception of PAP tests, which can take up to two weeks.
If you do not make a follow-up appointment, please be aware that your doctor may ask one of our friendly team members to call you to suggest making an appointment to discuss urgent or non-urgent results.
Book online to make an appointment to discuss your test results or call your clinic.
MMSA is committed to assisting you to proactively manage your health care and keep you well now and for the future.
As well as passing on your health information and important updates, our doctors, nurses or reception team may also need to contact you directly about your health.
We may use various forms of communication to deliver information to you, such as: phone calls, letters and electronic means, which include SMS and email. To improve the effectiveness of our systems, please make sure that your contact details are up-to-date. Should you not wish to be contacted, simply inform our friendly team.
Our doctors are contactable during normal clinic hours, however, a message will be taken by reception if the doctor is unavailable at the time of your call. Alternatively, a nurse may be able to help with your question.
If you wish to contact us, please feel free to call us:
Kurri Kurri: +61 2 49375177 or email us at firstname.lastname@example.org
Port Stephens: +61 2 49811733 or email us at email@example.com
Please note, we are unable to provide medical advice or book appointments via email. To book an appointment please call the clinic or book online
Our team will endeavour to respond to all correspondence within 48 hours, however, to maintain the privacy of your health information, no medically sensitive information will be emailed or discussed over the phone.
Your medical record is a confidential document. It is the policy of MMSA to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of our team.
You are entitled to a copy of your own medical records on request; however, we reserve the right to charge an administration fee to cover any costs incurred in providing your records to you. Please allow 30 days for your request to be finalized.
If you wish to have your past medical history transferred to the MMSA from another health practitioner, please let us know next time you’re in. We’ll help you to complete a ‘Transfer of Medical History’ form and a member of our team will follow this up on your behalf. We do not charge any fees for this service.
At the MMSA we abide by the Australian Privacy Principles.
We are also required to ask you identifying questions when we speak with you over the phone so please understand that our receptionists are asking these questions to ensure we are speaking with the correct patient.
If you have questions or concerns about your privacy, please contact the MMSA on 02 49375177.
We have mixed billing (private and bulk bill) consultations except for medical consultations related to work injury and motor vehicle accident. Some procedures, wound dressings and prescriptions are charged privately.
The fees charged for procedures are subject to discussion between the patient and the treating doctor.
Medical examinations required for recreational, pre-employment or special driving licence cannot be bulk billed. These are charged privately.
Fees will be charged if an appointment is missed or cancelled without providing three hours notice of cancellation for that appointment. Fees must be paid before a further appointment can be made.
We charge a $30 did not attend fee if you do not attend the appointment without cancelling.
At My Medical Services Australia we value our patients and their feedback. We welcome the opportunity to reflect on the way that we deliver care, and to improve in the way that we meet the needs of our patients.
There are a number of ways that you can lodge a complaint with My Medical Services.
You can use the contact us section of this website to lodge a complaint. This will be forwarded to the Practice Manager who will acknowledge your complaint within 2 business days.
Alternatively you can direct your complaint via email or in writing to the following address:
The Practice Manager
My Medical Services
203 Lang Street, Kurri Kurri NSW 2327
Your complaint will be acknowledged within two working days
The Health Care Complaints Commission considers complaints made by people who have concerns about the quality of care and treatment provided to a patient.
Complaints can also be lodged on 1800 043 159 or via the website at www.hcc.nsw.gov.au