FAQS

1. REFUNDS

1.1. Consultation Fees
(a) Should the patient meet the relevant criteria after an initial screening by a nurse, the patient is entitled to be consulted by a doctor. Upon the doctor’s consultation, if the doctor:
(i) refuses to prescribe any product, the patient is entitled to a full refund; or
(ii) is willing to prescribe a product, but the prescription is not accepted by the patient, the patient is not entitled to a refund; or
(iii) is unwilling to prescribe a patient with a product, the doctor has the discretion to issue the patient a refund or not.

1.2. Cancellation Period
Should a patient book a consultation with CDA , the following cancellation policy will apply.
(a) If a patient cancels their consultation more than one hour before their consultation the patient will be entitled to a full refund.
(b) If a patient fails to attend their consultation or cancels within one hour of the consultation time the patient will not be entitled to a refund.
(c) Should a patient provide reasoning for the failed attendance or cancellation, a manager may provide a refund subject to the patient providing a justifiable reason as determined by the manager on duty.
(i) Factors for managers when determining if a refund is available include:
(A) if CDA is notified within five days after the consultation booking;
(B) if CDA is notified within one hour of the consultation booking; and
(C) hospitalisation, sever weather events and other extreme circumstances.
(ii) Should CDA call the patient twice in response to the patient not attending the consultation within five minutes with no response, CDA will cancel the consultation and not issue a refund.

1.3. General
(a) Irrespective of the above, for CNA consultations, patients will not be refunded however the doctor will be paid.
(b) If a patient is pre-screened by a nurse and is deemed to not have met the criteria. The patient will be entitled to a refund.
(c) Should a patient book a consultation and subsequently dies or becomes incapacitated, a refund will be available upon the receipt of the relevant documentation.

1. PATIENT REQUESTS

1.1. Consultation notes
(a) When a patient requests for a copy of their consultation notes, CDA will ensure:
(i) a consent note will be filled by PCT
(ii) a charge of $25.00 (plus GST) will be applied to the patient; and
(iii) this is communicated in writing to the patient outlining 1.1 (a) and (b).
(b) All postage associated with this clause 1.1 will be passed onto the patient.

1.2. Medical report
(a) When a patient requests for a copy of their medical report, CDA will engage:
(i) the latest doctor to have consulted with the patient; or
(ii) a salaried doctor to release the relevant medical report.
(b) A fee of $150 (plus GST) will be charged to the patient by the engaged doctor.

1.3. Clinic Letter
(a) When a patient requests a clinic letter (possession letter) confirming Rx for MC. It will be completed by a nurse at no charge to the patient.

2. THIRD PARTY REQUESTS

2.1. Medical Records
(a) When a third party requests a patient’s medical record:
(i) the patient must provide consent to release their medical record; and
(ii) the third party will incur a fee of $150 (plus GST).

2.2. Medical Report
(a) When a third party requests a patient’s medical report:
(i) the patient must provide consent to release their medical record; and
(ii) the third party will incur a fee of $300 (plus GST) payable to the relevant doctor.

CDA Clinics, now operating as Candor Medical, has a zero-tolerance policy for hostile, abusive or unreasonable conduct from patients and/or customers whether over the phone or in person.

At CDA Clinics, we pride ourselves on delivering outstanding service and are committed to being accessible and responsive to all patients and/or customers with a request for consultation, information or with a reasonable complaint.

Unreasonable conduct by customers is any behaviour which, because of its nature or frequency, raises substantial health, safety, resource or equity issues for our organisation, our staff, other service users and patients or the patient themselves. All staff have the right not to be subjected to any behaviour/abuse that includes:

• Abusive language
• Threats of physical harm or violence
• Inappropriate religious, cultural or racial insults
• Homophobic, sexist or other derogatory remarks

In such unlikely behavioural circumstances by the patients and/or customers, CDA Clinics reserves the right to take all such steps that may be deemed necessary including, disconnection of a phone call, request to leave the premises, refusal of service or initiating legal proceedings.