Our Policies

We are a family-owned business established in 2022. Our policies have been developed with the RACGP standards in general practice.

These policies help us guide how we provide care and help our clients understand why we do things in a certain manner.

How to communicate with us

You can call us, email us or send us a fax. You can also drop in to ask us any questions that you may have. To ensure we are speaking with the intended person, we will always use a combination of security questions to validate your identity. We will not share your information or provide your information to any other person enquiring on your behalf unless we have received your consent.

We strongly discourage the sharing of health information via email. If this is the only way to share information with you, our team will use security measures before sending the document to your email. 

Emails: our emails aren't monitored after our opening hours. We will generally respond to emails within 24 hours of receiving your enquiry and on the first working day after a weekend.

Social media: we will not share or discuss medical information via social media enquiries. 

Phone: 07 5343 7660

Fax: 07 53437667

Email: reception@plazacentralmedical.com.au

We aim to provide the best customer service and high-quality health care.  Your feedback will help us improve our services and is an important part of our business.

We are genuinely interested in your feedback and want to hear if you are dissatisfied with our services. 

We aim to run a survey by an external company every 3 years. At the end of each consult, a survey will be sent to you via text to provide us feedback.

For all feedback, please contact our Practice owner Radhika Narayan.

Phone:  (07) 5343 7660

If we have been unable to resolve your issue, you can contact the Office of the Health Ombudsman:

Office of the Health Ombudsman

PO Box 13281, George Street,

Brisbane, QLD, 4003

Telephone: 133 646

Appointments can be made via our website or by giving us a call.

Via our website- you will be taken to an external link: Hotdoc.

Hotdoc manages all our appointments and confirmations.

All cosmetic appointments are made via "fresha"

We reserve a limited number of ‘On-the-Day’ appointments daily for existing patients needing urgent care. These appointments are NOT published online, so you must call the practice as early as possible and be triaged into one of them. We encourage patients to plan routine appointments ahead of time as we are generally fully booked a few days in advance. Planning routine appointments helps avoid delays/frustrations and ensures our limited number of same-day appointments are used for acute issues. 

A cancellation fee of $80.00 applies for appointments cancelled without any notice ( for standard appointments)

For appointments longer than 15 minutes, an additional $30.00 will be charged.

To avoid any fees, we require a minimum of 2 hours’ notice for all cancellations.

Our practice does private billing only. We help you with your rebates, and you can claim this onsite immediately after making a payment.

All payments are required immediately after you consult with the doctors.

For all online payments, we require a payment to be made within 24 hours of the appoitment. An administration fee of $25.00 will be applied to any overdue payments.

If you are unsure, please read our basic fee structure and talk to reception before booking.

This service is only available for existing patients.

 To obtain a repeat prescription, you must have obtained this prescription from your doctor previously.

You may select more than one medication with each request.

Repeat prescriptions for addictive medication, including benzodiazepines and opiates, are not provided using this service.

Each prescription request is assessed by your doctor who will approve or decline the request on clinical grounds. If your repeat script request is rejected, please make a booking to see your GP.

Requests will only be completed by your regular doctor at the clinic. If your regular doctor is on leave, you must make an appointment at the clinic to obtain your prescription.

Your GP may be unable to provide a repeat prescription if they have not seen you recently.

A fee is charged for each request. This fee may vary based on urgency and delivery method. All applicable fees will be specified when completing the request.

The fee associated with each request is payable when the request is submitted. If your request is declined, you will receive an automatic refund within several business days.

Requests for repeat prescriptions may take several business days to be processed. Urgent requests will be completed by the specified processing time; however, this is subject to your regular doctor consulting on the day of receiving the request and having approved the request on clinical grounds.

Delivery via mail may take up to five (5) business days from the date posted. If you require your prescription earlier, we advise you to collect it from the clinic directly where this option applies.

 Please do not expect an immediate delivery of repeat scripts and call us when you are at the chemist as your GP may be in consults.

By law, we are not permitted to backdate medical certificates. You must be seen at our practice if a medical certificate is required.

To avoid further fees and/or delays, if you require a medical certificate, please ask at the time of your consultation.

A consultation is necessary for all referrals, including renewals, to monitor your health effectively and fulfil our medical and legal obligations.

Moreover, obtaining a referral from a GP is a Medicare requirement for claiming rebates on specialist appointments. It's crucial to obtain your referral before your specialist appointment. Referrals typically expire after 12 months, and backdating is illegal. Please keep your referral safe and arrange it well before your specialist appointment. We will not be able to accommodate last-minute requests for referrals as your GP may be consulting other patients.

Our clinic is committed to providing a safe and respectful environment for all patients, visitors, and staff. We have adopted a zero-tolerance approach towards any form of unacceptable behaviour, including but not limited to:

Verbal Abuse: Any form of verbal abuse, including shouting, swearing, or making offensive remarks towards patients, visitors, or staff, will not be tolerated.

Physical Violence: Any act of physical violence, such as hitting, pushing, or threatening physical harm towards patients, visitors, or staff, will result in immediate action and potential involvement of law enforcement.

Harassment: Any form of harassment, including sexual harassment, intimidation, or unwelcome advances towards patients, visitors, or staff, will be taken seriously, and appropriate action will be taken.

Discrimination: Discrimination based on race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic will not be tolerated within our medical centre.

We may have to discontinue providing care to anyone who violates this policy.

Our practice is fitted with CCTV for our team's and patients' safety.

Please see our Patient Code of Conduct for more information on the behaviour we expect from all patients and visitors.

Drugs of dependence will not be prescribed to any patients who have not been seen at our practice and via telehealth ( for new Patients).

We strive to provide efficient and effective communication to meet the needs of our patients. To ensure a positive experience for all, we have established the following telephone policy:

1) All health-related matters will be discussed with your GP during consults. Our reception staff cannot provide any information about your health or any results of tests that you may have done.

2) Our doctors cannot take ad-hoc phone calls and are booked to consult with other patients during the day.

3) We encourage you to book an appointment to see your GP in person or via telehealth should you have any health-related questions or wish to discuss your results.

4) Staff at reception can only assist with administration-related enquiries.

If you have had tests done, you will receive an SMS message once your GP has reviewed the results, and based on the urgency, an appointment must be made to discuss those results.

If you have agreed with the GP not to be contacted should all results be normal, then the same will occur. 

Privacy Policy – Plaza Central Medical & Aesthetics

Purpose and Scope

This Privacy Policy explains how Plaza Central Medical & Aesthetics collects, uses, stores

and discloses personal information, including sensitive health information, in accordance

with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and RACGP 5th

Edition accreditation standards.

Information We Collect

We collect personal and sensitive health information including names, contact details, date

of birth, Medicare details (where applicable), healthcare identifiers, private health fund

details, and relevant medical history required to provide safe and appropriate healthcare.

How We Collect Information

Information is collected directly from patients during registration, consultations, and

communications, and indirectly from authorised third parties such as other healthcare

providers, pathology and diagnostic imaging services, Medicare, health insurers, and the

My Health Record system, where appropriate.

Use of Personal Information

Personal information is used to provide medical care, manage appointments, process

billing and Medicare claims, communicate with patients, meet legal and regulatory

obligations, and improve the quality and safety of our services.

Disclosure of Information

We may disclose personal information to other healthcare providers involved in your care,

to service providers who support our practice operations, or where required or authorised

by law, including to prevent or lessen a serious threat to life, health, or public safety.

ThirdnParty Systems and Service Providers

We use secure thirdnparty systems to support our clinical and administrative functions,

including practice management software, secure messaging, online booking platforms, and

IT service providers. These providers are required to comply with Australian privacy laws

and confidentiality obligations.

My Health Record

Our practice may participate in the My Health Record system. You have the right to opt out

of My Health Record or to restrict what information is uploaded. We will respect your

preferences in accordance with My Health Record legislation.

Overseas Disclosure

We do not disclose personal information outside Australia unless permitted by law and with

patient consent, or where required to provide healthcare services.

Security of Information

Personal information is stored securely in electronic medical record systems with restricted

access. All staff access is rolenbased. Paper records are digitised and securely destroyed

once no longer required.

Staff Confidentiality and Training

All staff members, including contractors, are required to sign confidentiality agreements

and receive training on privacy and data protection obligations. Access to patient

information is limited to staff who require it to perform their duties.

Notifiable Data Breaches

In the event of an eligible data breach that is likely to result in serious harm, we will notify

affected individuals and the Office of the Australian Information Commissioner (OAIC) in

accordance with the Notifiable Data Breaches scheme.

Access and Correction

Patients have the right to request access to or correction of their personal and health

information. Requests must be made in writing and will be processed within a reasonable

timeframe, generally within 30 days.

Retention of Medical Records

Medical records are retained in accordance with legal and regulatory requirements. Adult

records are generally retained for a minimum of seven (7) years from the date of last entry.

Records for children are retained until the patient reaches at least 25 years of age.

Use of Images

Clinical and nonnclinical images of patients are only taken and used with written consent

and are stored securely as part of the patient’s medical record.

Complaints and Privacy Concerns

We take privacy concerns seriously. Complaints should be submitted in writing to our

Privacy Officer. If you are not satisfied with our response, you may lodge a complaint with

the Office of the Australian Information Commissioner.

Contact Details

Privacy Officer: Radhika Narayan

Email: admin@plazacentralmedical.com.au

Last updated: January 2026

All telehealth consults will be charged in accordance with our fee schedule. In some, but not all instances, a Medicare rebate may be available. Please be aware that you will be required to pay the estimated consultation fee in advance. 

We assist with your medicare claims onsite. If you have a debit card - either physical or digital and your details are up to date with Medicare, we will be able to process your claims immediately after payment of your consultation fees. For telehealth appointments that qualify for a rebate, once your consultation fee is processed, we send your claim to medicare to be debited to your account.

You are responsible for ensuring that your account details are updated with medicare.

We direct bill to work cover once your claim has been accepted. For new claims without a claim number, payment upfront is required. Once your claim is accepted, you can claim the cost via your employer, and future visits to your GP will be directly billed to work cover whilst your claim is open.

1. Patient Rights

• Access: Patients have the right to timely and high-quality care from their GP.

• Safety: Patients have the right to a safe, secure, and supportive healthcare environment.

• Respect: Patients have the right to be treated with dignity and respect.

• Partnership: Patients have the right to be involved in decisions about their care.

• Information: Patients have the right to clear, open communication with their GP.

• Privacy: Patients have the right to the confidentiality of their personal information.

• Feedback: Patients have the right to provide feedback and have concerns addressed.

2. Patient Responsibilities

• Notify the clinic if unable to attend appointments.

• Keep contact details up to date.

• Understand that delays may occur due to emergencies.

• Provide accurate and complete health information.

• Follow agreed treatment plans.

• Inform GP of any changes in medical condition.

• Treat staff and other patients respectfully.

• Be actively involved in care decisions.

• Ask questions if unsure.

• Communicate openly about health concerns.

• Raise any privacy concerns.

• Provide feedback when necessary.(adapted from RACGP General Practice Patient Charter and aligns with AHPRA and the Medical Board of Australia Code of Conduct).