Frequently Asked Questions

Do you have questions about Sante Medical, or curious as to whether we can help with your condition? See our frequently asked questions below. If we haven’t answered your question here, please feel free to contact us.

What if I already have a regular GP?

If you already have a regular GP and want to see a specific practitioner or our dietitian for advice on the Low-Carb Diet/Weight Loss, you are more than welcome to do so. In fact, we encourage you to maintain your relationship with your regular GP if you are happy with them and/or if you live or work more than 20 minutes from Paddington. We will write to your regular GP as needed, and copy them into any relevant investigations (with your permission).

On the other hand, if you don’t have a regular GP and you live close enough to the practice, we are happy to serve that role for you and act as your trusted partner in health.

First and foremost Sante Medical is a General Practice. We welcome any GP-related concerns, including screening activities like pap smears and skin checks or if you are unwell. 

Our special interest, is in diet and lifestyle measures to improve health and treat conditions. We touch on these topics, in addition to prescribing any necessary medications for conditions as needed. 

Over the last few years we have we have found various versions of the Low Carb diet particularly helpful for patients. We educate people on how to empower themselves and provide resources and support to help them do this.

What services do you offer?

At our core, we are a GP clinic with a special interest in using lifestyle intervention to improve a range of conditions. We also run a skin clinic which offer skin checks, skin cancer treatment, cosmetic injectable anti-wrinkle therapy and micro needling.

At the moment we treat adults and children (over 2 years of age) for new or existing problems and check ups.  We don’t do baby checks yet, unless we have looked after the mum of the baby her during pregnancy.

We have a dietitian who specialises in Low carb and Keto diets, but can help you with a range of issues.

What services do you NOT offer yet?

  • If you are severely unwell (for example with chest pain or severe abdominal pain), you are best off being assessed in your local Emergency Department.
  • We don’t offer Diving Medicals. You need to find an Accredited Dive Medicine Specialist
  • We don’t prescribe S8 medications, including opioids on a first consultation.

Appointment Types

Standard appointment (15 minutes or less)
A standard appointment allows us the time to help you with one medical issue, for example test results, a repeat prescription or referral.

Long appointment (15 minutes – 30 minutes)
A long appointment is recommended if you have more than one issue to discuss or a more complex issue, including a care plan, mental health plan, women’s or men’s health.

Extended (30+ minutes)
If you are a new patient, have complex health issues, you are an Initial Weight Loss or Low carb patient or have more than two issues to discuss we suggest booking an extended appointment.

Telephone and Telehealth consultations
During this appointment, the GP will call you on the nominated number or send an invite via GP Consults for Telehealth (video conferencing). Following the appointment, our reception team will call to take payment.

From 20 July 2020, Medicare provides a rebate for Telehealth or telephone consultations only where the patient has an existing relationship with the GP/clinic providing the consultation. This means that if you have not seen a GP in our clinic face to face in the last 12 months you will not be eligible for a Medicare rebate for Telehealth or telephone services. The full consultation fee will apply.

Results, Referrals and Repeat prescriptions
According to our practice policy, results cannot be given over the phone, these results will be discussed at a follow-up appointment with your GP. Our reception staff are unable to access your results or medical information.

All new or repeat prescriptions require an appointment with your GP, this ensures that a suitable medication is prescribed whilst also allowing the doctor to assess the ongoing needs and effectiveness of such medication.

As referrals cannot be backdated, please ensure you have an up to date referral prior to your specialist appointment. A new referral to your specialist is general required every 12 months and can be obtained through an appointment with your general practitioner. Failure to have a valid referral will result in losing your Medicare rebate entitlement for the specialist appointment.

Interpreter services 
Providing quality medical care requires accurate and concise communication between patient and doctor, we encourage non-English speaking patients to utilize the government funded translating and interpreting service. This assists in protecting the privacy of the patient while discussing issues of a personal nature. A government funded interpreting service (AUSLAN) is also accessible for patients who are deaf and use Australian Sign Language. Please let our reception staff know at the time of booking if one of these services are required.

Translating and Interpreting Service: 131 450
National Auslan Interpreter: 1800 246 945

Each family member that needs to be seen to will need to create their own appointment.
If you are unsure of which appointment or Practitioner will be most suited to your needs, please ask reception when booking.

Practice Billing Principles

Private Billing Practice
Sante Medical is a private billing practice, all fees are to be paid at time of consultation by preferred payment EFTPOS or credit card (MasterCard or Visa).

Telephone and Telehealth patients can expect a phone call from a member of our reception team following the consultation, or a payment request through HotDoc payments can be made over the phone, all information given is secure and confidential.

Pension Rates
Sante medical does not bulk-bill Pension Card Holders, Health Care Card holders and Children, instead we offer a discounted rate. Please call reception for more information.

Veteran Affairs
We direct bill all Department of Veteran Affairs Gold Card holders.

Medicare rebates
Medicare rebates will be automatically submitted after payment, please let reception know if you have a new Medicare card so we can update this.

Fees

Consultation fees are based on time and complexity, according to the schedule below:

GP Consultations:
Initial or Review GP consult (7-19 minutes) – $85.00 with a Medicare rebate.
Initial or Review GP consult (20-30 minutes) – $150.00 with a Medicare rebate.
Initial or Review GP, Initial Low-Carb consult* (31-40 minutes) – $180.00 with a Medicare rebate.
Initial or Review GP consult prolonged (41-50 minutes) – $240.00 with a Medicare rebate.
Initial or Review GP consult prolonged (51-60+ minutes) – $280.00 with a Medicare rebate.
*Low Carb consultations include email follow-up with personalised resources.

Functional Medicine Consultations:
Initial Functional Medicine (45 minutes – 1hr) – $330.00 with a Medicare rebate
Functional Medicine Case Review (45 minutes – 1hr) – $330.00 with a Medicare rebate
Functional Medicine Follow up (30 minutes) – $180.00 with a Medicare rebate
Functional Medicine Follow up Long (45 minutes – 1hr) – $330.00 with a Medicare rebate

Dietitian Consultations:
<20 minutes – $70.00
>20 minutes – $120.00

Private Health Funds accepted through Hicaps and Medicare rebates available to eligible patients on a GP Care Plan. Ask us for further information.

Skin and Cosmetic Consultations:
Skin cancer checks – See above as per GP consult, time dependent.
Cosmetic Anti-Wrinkle Injections – $14.00 per unit.
Cosmetic Anti-Wrinkle Consultation – Complimentary.
Micro-Needling – $197.00 (per area)
Skin cancer excisions and biopsies (Per 15 minute appointment) – $45.00 – $60.00 Gap.
Cosmetic skin and other procedures – A full list of prices is available by contacting our reception staff.
Pension Card Holders – Receive discounted fees, a full list is available from reception.
Mental Health consult (>30 minutes) – Between $150.00 to $280.00 depending on time taken and complexity, with a Medicare rebate.

Cancellation Policy

Our Cancellation Policy

Our services are in high demand, so in fairness to other patients who require help, we require a minimum of 1 business days notice to cancel or reschedule your appointment.

If you fail cancel or reschedule your appointment within this time frame, OR fail to attend your appointment, a late notice fee will be deducted from your account.

Our cancellation fee depends on the length the appointment time booked according to our billing schedule. This will equate to 50% of the maximum fee for your allotted time slot. Please note that if you or your family are unwell, you can change your appointment to a Telehealth consultation.

To cancel or reschedule your appointment, please contact administration between the hours of 8:30am – 4:30pm, if outside of these hours please leave a voice message or email info@santemedical.com.au

Thank you for your understanding.

Micro needling Pre and Post procedure information

What to Expect Before Treatment 

Pre-Treatment Tips
Avoid Accutane in the six months prior to beginning your treatment sessions.
Do not use topical agents that may increase the sensitivity of your skin such as retinoids, AHA/BHA exfoliants, topical antibiotics and antifungals, or acids 5 to 7 days prior to your treatment (salicylic, lactic etc.).
Do not take anti-inflammatory medications such as ibuprofen for at least 3 days prior to your micro needling session. These will interfere with the natural inflammatory process that is critical for your skin rejuvenation and will impact your overall results.
Avoid IPL/Laser procedures, unprotected sun exposure, or sunburn for at least 2 weeks prior to your procedure.
No hair removal procedures (waxing, electrolysis etc.) to the area being treated for 5 to 7 days prior.  
Do not shave the face on the day of the procedure to avoid skin irritation. If there is dense hair present in the treatment area, shave the day before you arrive for your appointment.
If you’re prone to cold sores, take an antiviral agent for 2 days prior to and the day of the treatment.

 

What To Expect At Your Appointment
You will be asked to inform your skin care specialist about any relevant changes in your medical history and of all the medications you’re taking. Your specialist will ask if there are any cosmetic tattoos in the treatment areas.
Your skin will be cleaned so it’s free of lotion, oil, makeup, powder, or sunscreen. If you wish, you can wash your face in the office upon arrival. 20 to 30 minutes prior to your treatment, topical lidocaine will be applied to your skin.
Your skin will be assessed and you will be asked about what improvements to your skin you wish to see, and what your biggest grievances with your skin are. A treatment plan will be devised and we will discuss with you what to expect and how the therapy will be conducted. 
The micro needling treatment is an in-office procedure that typically takes up to 60 minutes to complete.

 

What to Expect After Treatment 
As with any cosmetic skin treatment, it is important to look after your skin following a micro needling procedure for best results.

  • Do not take any anti-inflammatory medications for one week after the procedure, opting for Panadol instead, if needed
  • Do not use ice on your face, and avoid using arnica or bromelain as these may interfere with the natural inflammatory process that’s critical for your skin rejuvenation
  • Avoid direct prolonged exposure to direct sunlight for at least 2 weeks 
  • After 24 hours, always use sunblock (at least SPF30 or higher, preferably a mineral sunblock if you are known to have sensitive skin), seek shade and wear a hat if you are outside

 

The Healing Process: What to Expect After a Micro needling Treatment

Day 1-3
A sunburn-like effect is normal. Your skin may feel tight, dry or sensitive to touch. Treat the skin gently by washing it with a gentle cleanser, cool water, and pat dry no earlier than 4 hours after your treatment.
Redness is present in the majority of cases, however some patients may experience slight bruising that can last for 5 to 7 days and temporary swelling for 2 to 4 days.

  • Avoid strenuous exercises that cause sweating as well as saunas and steam baths for up to 48 hours
  • Use only mineral makeup after 24 hours
  • Sleep on your back with the head of the bed elevated to minimize swelling or pain as needed

Day 3-5
Peeling may start 3 to 5 days after the treatment. You may also notice skin dryness and flaking which is due to an increased turnover of skin cells. But, avoid picking, scratching or peeling off this flaked skin; you must allow the old skin to flake off naturally and keep it moisturized at all times. Feel free to contact the practice regarding which products to opt for if you are unsure. 

Day 5-7
You may start your regular skin care products again, once your skin no longer feels irritated. Most of our patients have noticed continued skin improvement over the months following their last treatment.
For best results, we recommend follow-up with the practice, and repeat micro needling treatments as indicated by the treatment plan devised at the first consultation.

What if I don’t want to do the Low-Carb Diet?

That’s ok! While we believe the Low-Carb diet is a fantastic option for many adults, we understand it’s not for everyone. We are certainly not a low-carb or Keto zealot and let’s face it, there are many factors aside from diet that play an important role in overall health. We  believe it’s important not to forget these!

As mentioned in a previous FAQ, our role first of all is a GP.  This means we are your advisor and advocate to help you achieve your best possible health, however that might look for you. If that’s using a Low-Carb diet, great, but we won’t yell at you if you have a slice of sourdough!

What is a Functional Medical Doctor?

Functional Medicine investigates the root cause of disease and addresses underlying pathology and dysfunction to rebalance the body.  Treatments are based on the latest evidence based on medical research and trials. Treatment protocols are designed to empower the individual, prevent and reverse disease and promote optimal function of the body.

Our Functional Medicine doctor, Dr Ravi works closely with patients to provide a thorough understanding of their health condition and uncover the root causes of disease that are contributing to the symptoms that have manifested. Dr Ravi uses a range of tools to assist in identifying pathologic imbalances. These include:

  • A comprehensive medical history and case examination
  • Specific targeted medical testing (blood, urine, stool, saliva, breath, etc.)
  • Detailed and thorough body system analysis questionnaire

Communication Policy

How we receive and return phone calls
Our phones are active from 8:30am – 4:30pm Monday – Friday, one of our reception staff will answer your call, if the line is busy, you will be put on hold.
If you call outside of these hours a voice message can be left, we will get back to you the following business day.

How we receive and return electronic communications
Emails are monitored from 8:30am – 4:30pm Monday – Friday, one of our reception staff will get back to you the following business day.

Please keep in mind that communications via email over the internet are not secure. Although it is unlikely, there is a possibility that information you include in an email can be intercepted and read by other parties besides the person to whom it is addressed. Please do not include personal identifying information such as your birth date, or personal medical information in any emails you send to us. No one can diagnose your condition from email or other written communications, and communication via our website cannot replace the relationship you have with a physician or another healthcare practitioner.

Complaints

We welcome constructive criticism at this practice. From time to time, the practice will invite patients to complete a questionnaire on their views of the practice and how it may be improved.  If at any time you are unhappy with the service provided, please speak to the Practice Manager or alternatively email or post your feedback to the Practice Manager at info@santemedical.com.au or 161 Given Terrace, Paddington, 4064.  We will then endeavour to get back to you as soon as possible.
If you feel that you need to take any matters further or wish to discuss your complaint with an external party, there are several options including the Office of the Health Ombudsman on: 13 36 46, located at 400 George Street, Brisbane City QLD 4000 and website: https://www.oho.qld.gov.au/