Communication Policy

Telephone Calls

Patients at Cassia Medical are usually required to make an appointment to speak with their doctor, either through our friendly receptionists or using our online booking system. However, patients may leave a telephone message and where appropriate, the doctor will return the call within 48 hours. Alternatively, a practice staff member may call to advise you that the doctor has requested you make an appointment. Urgent calls will be put through to your doctor when appropriate.


Patients can send through simple communications and general enquiries to their doctor or practice staff to Cassia Medical using the Contact Us page on our website. These communications are sent to an email that is checked on a regular basis, and any email received will be acknowledged in a reply and passed on to the addressee. All relevant emails will be stored in your patient record. Whilst we make every effort to keep your information secure, we remind our patients that electronic communication and information can potentially be compromised and accessed by persons outside of our centre. Patients communicating with Cassia Medical through email do so at their own risk. Please note that we do not discuss health information via email and request that you arrange an appointment with your doctor to discuss private information relating to your health.
Emails should never be used for urgent or emergency situations. Emails are not treated as an urgent form of correspondence and a response will take a minimum of 48 or more hours. For urgent or priority communication with Cassia Medical, please call our team on 07 5522 0505.


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Scripts & Referrals

It is important that you see your regular doctor for your scripts and referrals. However, subject to certain terms and conditions or urgent situations, you may be able to organise your repeat script or referral over the phone. If your doctor does write a script or referral for you without a consultation, then there may be a charge of $25.00 for this service and a delay of 48 hours.
Please note that referrals may not be backdated, so please ensure that you see your doctor for your referral prior to seeing your specialist.


At Cassia Medical, we like to keep our waiting times to an absolute minimum. Please assist your doctor in achieving this by making an appointment before you come to the practice. It is best to call the practice as soon as you know you need an appointment or book online so that you can get the time that is most suitable for you. You can attend Cassia Medical without an appointment for urgent medical problems and once triaged by one of our practice nurses, your doctor will do their best to see you as quickly as possible. If you require a longer appointment to discuss more than one issue, an appointment for more than one person, a medical, or multiple appointments, please discuss this with reception when you arrange your appointment, or select the appropriate booking type from our online appointment system. Please note that if you require a further appointment after you have seen your doctor it is always a good idea to book this before you leave the practice.

Online Appointments

You can now book your appointment with Cassia Medical online. Simply go to the Cassia Medical website (, click the link in the top right corner and follow the prompts to HotDoc. Register, select your doctor and appointment time to reserve the appointment most convenient for you.
Feedback and Complaints

Here at Cassia Medical we aim to provide you with professional and quality service at each visit. We are happy to hear from you - should you have any concerns or suggestions, please telephone, write or email the Practice Manager via mail or email

All formal complaints must be in writing before they can be addressed.

We believe that your concerns are best dealt with through our practice. However, if we are unable to assist, you may prefer to contact the Health Ombudsman via the below details:

Office of the Health Ombudsman

GPO Box 13281

George Street

Brisbane, QLD, 4003

Tel: 133 646 Fax: 07 3319 6350

Opening Hours

Monday - Friday: 8am - 5:30pm

Saturday & Sunday: Closed

Get In Touch

14 Cassia Drive, Varsity Lakes QLD 4227