Ponti Health Policies
We understand that life can be unpredictable. We kindly request advance notice, which allows us to offer your appointment to someone on our waiting list. We currently have waitlists for appointments (which we wish we didn't), and many patients are hoping for earlier availability.
We are available via 02 7201 0015, enquiries@pontihealth.com or via SMS (+61) 427 608 298
Cancellation/Rescheduling: 24 hours’ notice
To ensure all patients receive the care they deserve, we kindly ask for at least 24 hours' notice if you need to cancel or reschedule your appointment.
Running Late?
Please call us 0272010015.
We completely understand that life can be unpredictable, and sometimes delays are simply unavoidable.
To ensure we can provide the best care for all our patients, please call or text us immediately if you're running behind schedule. We will always do our best to accommodate you.
What to expect:
Up to 15 minutes late: Your clinician will still see you, though your appointment may be shortened to respect other patients' scheduled times
Full consultation fee applies regardless of appointment length, as your time slot remains reserved for you
Why this matters:
We currently have waitlists for appointments (which we wish we didn't), and many patients are hoping for earlier availability. When we can predict delays, we're sometimes able to contact waiting patients to offer them your slot, then reschedule them appropriately
No Show Policy
We care deeply about ensuring every patient has access to the care they need. To support this, we have comprehensive reminder systems in place. We will text, email and call you to confirm your appointment.
Despite these efforts, some patients don't attend their scheduled appointments. This impacts not only our ability to provide timely care but also means another patient who needed that appointment time has missed their opportunity for support.
If you fail to attend a scheduled appointment without prior notice, you'll be charged the full consultation fee. Additionally, we will require a deposit before booking your next appointment.
Psychiatry and GP Endorsed Prescriber Appointments - Deposits
To secure your initial consultation, we require a $400 deposit at the time of booking. Your deposit will be applied towards your consultation fee on the day of your appointment.
The deposit is fully refundable into your debit account with 48 hours' notice of cancellation. We will ask for a verbal confirmation of your account details as an added measure of security.
Card Details Required at Booking
HotDoc is our bookings engine. To secure your appointment, you will be required to add valid card details that are stored securely by Hotdoc.
Telehealth appointments require a pre-authorisation through Hotdoc to secure the appointment, that amount is then collected from yoru card 24 hours prior to your appointment. A pre-authorisation does not actually take money from your account, it temporarily locks a specific amount of your available balance. This may vary by card, please contact your card provider for more information.
We do not record or store credit card details at Ponti Health.
Your consideration helps us ensure equitable access to timely care for all patients. We're committed to working collaboratively with you to find practical solutions when challenges arise.
Fees and How We Charge for Services
Our fees are based on time and in 15-min time blocks, with the exception being our speciality clinics where costs are fixed.
Every patient is unique, and every appointment requires nuance. Our approach reflects that. If your consultation runs longer or shorter than anticipated, the relevant 15-minute block will apply along with the accurate Medicare rebate. Our clinical team will discuss any additional charges with you beforehand. All our appointment times are monitored for time audit purposes.
We are transparent about our fees and rebates, we welcome you to explore the details via https://pontihealth.com/our-fees
Communication Policy: Clinical questions are answered in consultation
Our reception team can help with appointments, accounts and general information about the practice, they cannot answer clinical questions and, our clinicians cannot provide clinical advice by SMS, phone or email.
SMS, phone and email are for appointments, accounts and non-clinical matters only. We cannot use them for clinical information or queries in either direction: that includes symptoms, results, medication changes and treatment questions. SMS and email are only monitored periodically during business hours.
Patient Conduct Policy: Zero Tolerance for Threatening, Discriminatory and Disrespectful Behaviour
View the full policy here