Frequently Asked Questions

We are committed to ensuring that you receive quality service. This includes:

• Being treated with respect, dignity & consideration
• Clear communication about your care & the service options available to you
• Being included in decisions & choices about your healthcare
• Your personal information is private & confidential
• Your right to decline a service
• Your right to have family or carers involved in your care & or present at your appointment
• Your right to invite an advocate of your choice to be involved

As a client of iREACH Rural Health, it is your responsibility to:

• Be actively involved in making decisions about your care & take responsibility for the decisions you make
• Tell staff if you do not understand what you have been told
• Treat staff & other clients with courtesy & respect
• Respect the property of others
• Take responsibility for the outcomes of any decisions you make

Due to the high demand for our services, there may be a waiting period before you will be offered an appointment. Wait times vary depending on the service you have been referred to.

You will be contacted by our Triage Clinician initially to discuss your current situation, needs and goals. This will help us determine which Clinician to allocate you. You will receive a letter with a date and time for your allocated triage phone appointment and information about our service. If the allocated appointment does not suit you, please get in touch with our office to change the appointment.

Please note that we are not an emergency service and do not provide immediate or crisis appointments. If you feel you are getting worse during your waiting period, be sure to get in touch with your GP as soon as possible or present to your nearest hospital.

Before your first appointment, you will receive a letter with registration paperwork to complete and bring with you when you attend your first appointment. Sometimes the paperwork will be given to you on arrival at your first appointment, depending on the time frame between booking the appointment and the date of your appointment.

If you have trouble reading, writing or understanding the questions asked in the registration paperwork, please inform our Reception staff, and they will assist you.

You will be allocated 1 hour and 30 minutes for your first appointment. This will give your Clinician time to ask questions about you, your health, your history and your goals to support you in achieving positive health outcomes.

All iREACH Rural Health services are free.

If you are unable to attend your appointment, we ask that you provide us 48 hours notice so we can offer the appointment to another client.

iREACH Rural Health has a non-attendance policy relating to missing appointments without notice. Multiple missed appointments in a row or inconsistently attending your appointments may result in appointments no longer being offered to you.

If you are feeling unwell with cold or flu-like symptoms or have been in contact with someone who has tested positive to COVID-19, please contact us to arrange an alternative time and date.