Phone Calls
We endeavour to answer calls promptly. If unable to reach us, please leave a message or email us.
Practice Policies
Our Practice PoliciesEverything you need to know about appointments, fees, cancellations, telehealth, results and communications at The Madison Medical Practice Hornsby.
Booking Appointments at Our Practice
We recommend booking ahead to ensure you see your preferred doctor at a convenient time.
At The Madison Medical Practice Hornsby, we highly recommend booking an appointment in advance to see your doctor of choice. Our practice does not accommodate walk-ins, so please call us beforehand to ensure you are seen as soon as possible.
A standard consultation lasts 15 minutes. If you feel this is not enough time for your needs, please request a double consultation when booking. This ensures your doctor can give you the attention and care you deserve.
Ready to book? Visit our appointment booking page or call our friendly reception team. If you are a new patient, we look forward to welcoming you to our practice.
Cancellation/Non-Attendance Policy
We understand that plans can change. Please review our cancellation policies below to avoid any fees.
If you can no longer attend your appointment, please cancel or reschedule through your confirmation email, the HealthEngine app, or by calling our reception team.
Please note that a fee of $50.00 will apply if you cancel less than 2 hours prior to your appointment or fail to attend without notice.
For information about our consultation fees, please visit our fees page.
For physiotherapy, podiatry and dietitian consultations, a charge of up to 50% of the consultation fee will apply if your appointment is cancelled or rescheduled within 48 hours.
We recommend rescheduling as early as possible to avoid these charges. Learn more about our allied health professionals.
For all psychology consultations, the following cancellation fees apply:
- Cancellations within 48 hours will incur a fee of 50% of the total consultation charge
- Cancellations within 24 hours will incur a fee of 100% of the total consultation charge
We appreciate your understanding, as these policies help us manage appointment availability for all patients.
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Telehealth Appointments
Convenient consultations from the comfort of your home
Due to high demand for appointments, it is rarely possible to speak to your doctor via telephone without a booking. The best way to contact your doctor is to make an appointment for a consultation, either face to face or via telehealth.
Telehealth consultations have been approved by the Federal Government and are available for existing patients who have attended the practice at least once in the last 12 months.
For patients without Medicare, private fees will apply. Please see our fees page for guidelines. Telehealth consultations attract a Medicare rebate, which will be processed online by our reception staff.
To book a telehealth consultation, visit our appointment page or contact our reception team.
Have any questions?
Results, Referrals and Prescriptions
At our practice, it is important to book an appointment to discuss your results with your doctor. Here is how we handle different types of results:
- Urgent results: Your doctor will call you directly
- Non-urgent results: You will receive a text notification
- Normal results: No notice will be provided
Results will not be given over the phone unless via a telehealth appointment. If you have any questions regarding your results, please contact our nursing team for further assistance.
All referrals and prescriptions, whether new or repeat, require a consultation with a doctor. This ensures your doctor can review your current health status and provide appropriate care.
Please book an appointment to discuss your referral or prescription needs with one of our general practitioners.
Madison Medical Practice uses multiple channels to keep you informed and connected with your healthcare.
Contact us at hornsby@themadisonmedicalpractice.com.au for general enquiries or non-urgent matters only.
SMS Notifications
We use SMS for recalls, reminders and appointment confirmations. Our messages only ask for YES or NO responses.
Video Conferencing
Telehealth consultations are available for existing patients who have visited within the last 12 months.
Online Feedback
Submit requests or feedback via our website contact form for a prompt response.
Interpreter Services
Translator services are available for patients who need them. Simply let our reception team know.
Important Communication Notes
Please keep the following in mind when communicating with our practice.
We will reply to all requests as soon as possible. You may email us for general enquiries or follow-up of non-urgent matters only. Please note that consulting doctors cannot provide medical advice, prescriptions or referrals via email.
If you are worried that an SMS you received is not genuine, please call us on 02 9987 2226 to verify. Our SMS messages will only ever ask for a YES or NO response.
It is important to keep your contact details up to date. If your email or phone number changes, please let us know so we can update your records. You can update your details by visiting our contact page or speaking with our reception team.
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Your Privacy Matters
We are committed to protecting your personal health information
The Madison Medical Practice is committed to maintaining the confidentiality of your personal health information at all times. Your medical record is a confidential document, and we are unable to give information about family members or other patients.
We follow strict privacy protocols in accordance with Australian healthcare regulations to ensure your data is protected and handled appropriately.
For more details about how we collect and use your health information, please ask our reception team for our Health Information Collection and Use Consent Form. You can also contact us if you have any questions about our privacy practices.
Frequently Asked Questions
Find answers to common questions about our practice policies and procedures.
Do I need to book an appointment or do you accept walk-ins?
No, we do not accept walk-ins. All patients must book an appointment in advance to ensure you can be seen by your preferred doctor.
How do I get my test results and what should I expect?
Urgent results prompt a direct doctor call, non-urgent results generate a text to book an appointment, and normal results require no contact. Results are not given over the phone outside of telehealth consultations.
What are your cancellation fees and policies?
GP cancellations within 2 hours incur a $50 fee, while allied health cancellations within 24-48 hours may incur charges of 50-100% of the consultation fee.
Who is eligible for bulk billing at your practice?
We bulk bill children 15 and under, patients 70 and over, and concession card holders on weekdays only. All other patients are privately billed.