The practice staff members respect the rights and needs of all patients. No patient is refused access to clinical assessment or medical treatment on the basis of gender, race, disability, Aboriginality, age, religion, ethnicity, beliefs, sexual preference or medical condition.
Our practice has implemented provisions to assist all patients to access our services including National Relay Service, National Auslan Interpreter Booking and Payment Service and The Department of Social Services’ Free Interpreting Service.
If you require an interpreter or the National Relay Service please inform the Heroes Home Doctor receptionist on booking the appointment and some of these services need to be pre arranged.
Call Heroes Home Doctor on 1800 BEST GP (1800 237 847).
National Relay Service
If a patient is deaf or has a hearing or speech impairment they can contact us through the National Relay service.
The NRS is an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It is also available to anyone who wants to call a person with a hearing or speech impairment. The NRS is available to everyone at no additional charge.
Patients can call using the following numbers:
|TTY users (Speak and Read, Type and Read, and Type and Listen)|
|Standard and overseas calls||133 677|
|1800 calls||1800 555 677|
|Speak and Listen users|
|Standard and overseas calls||1300 555 727|
|1800 calls||1800 555 727|
|Emergency calls||1800 555 727 and ask for Triple Zero (000)|
|Internet relay users|
|Emergency calls||internet-relay.nrscall.gov.au/ and ask for Triple Zero (000)|
|SMS relay users|
|All calls||0423 677 767|
|Emergency calls||0423 677 767 and ask for Triple Zero (000)|
|Video relay users|
|All calls||open Skype and contact nrs.videorelay|
|Emergency calls||open Skype, contact nrs.videorelay and ask for Triple Zero (000)|
|Captioned relay users|
|Emergency calls||https://nrscaptions.nrscall.gov.au/nrs/captionrelay and ask for Triple Zero (000)|
National Auslan Interpreter Booking and Payment Service (NABS)
NABS is the National Auslan Interpreter Booking and Payment Service. NABS is funded by the Australian Government to provide interpreters FREE of charge to people who use sign language to communicate and would like to book an interpreter for private health care appointments.
As a Health Care Provider, we can book an interpreter for any patient who uses Sign Language to communicate. This is a FREE service to us and our patients.
How to Book a NABS:
Bookings through NABS can be arranged by the patient or us by filling out an online form:
Translating and Interpreting Service (TIS National)
The Department of Social Services’ Free Interpreting Service aims to provide equitable access to key services (that are not government funded). The Free Interpreting Service is delivered by the Translating and Interpreting Service (TIS National).
The named medical practitioner can access the Free Interpreting Service when providing services that are:
- delivered in private practice
- claimable under Medicare
- provided to non-English speakers who are Medicare card holders
The Free Interpreting Service does not extend to people who do not hold a Medicare card.
Medical support staff, practice nurses, counsellors or other allied health practitioners are unable to access the Free Interpreting Service using the client codes, except for the purpose of providing medical testing results or arranging appointments under the direct instruction of the below named medical practitioner.
Free interpreting services are available either through phone interpreters (that can be provided immediately or pre-booked) or on-site interpreters that can visit your premises (that must be pre-booked). Please note on-site interpreting through the Free Interpreting Service is only available Monday to Friday from 8 am to 6 pm. If you require on-site interpreting on weekends, public holidays or outside business hours you will be required to pay for these services. Free phone interpreting is available 24 hours a day, every day of the year.
Doctors Priority Line:
The Doctors Priority Line gives eligible doctors priority access to TIS National phone interpreters.
General practitioners and approved medical specialists can use the Doctors Priority Line when providing services that are:
- delivered in private practice
- provided to non-English speakers who have a Medicare card.
- It is available 24 hours a day, every day of the year.
- Unlike on-site interpreter bookings, no booking conditions apply.
Automated telephone interpreting service (ATIS)
ATIS is an automated immediate interpreting service for agency clients who need to access a phone interpreter.
Booking a interpreter and cancellations:
HHD recommend you explaining to us that you require an interpreter before your appointment so the Doctor can pre-book a service.
Booking cancellations for on-site and pre-booked phone interpreting must be made at least 24 hours prior to the appointment otherwise HHD will incur a cancellation fee that will be passed on to the patient.
If you need to cancel an interpreter booking, please call HHD on 0478 957 890.