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Client Information

Accessing our services

Our health services are FREE to eligible clients. There may be a charge for aids, consumables or equipment.  Our health practitioners will discuss these with you prior to any equipment being ordered. Our services are funded by different funding bodies, each with their own eligibility criteria. Our staff will determine if you meet the requirements.

How do I apply?

We encourage you to visit your General Practitioner and ask for a referral to any of our services. This will ensure the GP is aware of all the health services you are receiving and can be kept informed of the management of your health. Alternatively, you (or a family member, friend, hospital or other community based organisation, with your permission) can contact us directly. The best way to contact us is by our FREECALL 1800 numbers.

What happens next?

Our services are allocated by a process called triaging. This is when patients who have a more severe condition are seen before those with a less severe condition. 

  1. You obtain a referral from your GP or contact us directly.
  2. Referrals are accepted or declined based upon the eligibility criteria. Our staff will advise you and the referrer if the referral is
    declined or more information is needed.
  3. If accepted, our staff will call you to book an appointment.
  4. The consultation takes place with the health practitioner. The time of a consultation varies, but usually will take between 30 and 60 minutes.
  5. Some people may need a review. This will be decided between you and the health practitioner depending on your needs.  Our staff will contact you closer to the date
    to make the appointment.

Will I have to wait?

Different services and locations have varying demands. We will prioritise clients according to how urgent and complex their needs are. If it is likely that you will experience a delay, we will contact you in writing. We ask that you contact us as early as possible if you can’t keep an appointment so we can offer your appointment time to another client.

Please discuss any difficulties you may have in accessing our services with our staff. It is your responsibility to contact us if you cannot attend an appointment. If you miss repeated scheduled appointments without notifying us, we reserve the right to withdraw services from you. You may self-refer or be referred for the service by your health professional.

Will my information be kept private?

Maintaining your privacy is important to us. To allow us to provide you with the best possible service, we will need to gather personal and medical information about you.

We will ensure information is kept electronically in a secure location. Only staff involved with providing your treatment and designated support staff have access to this information.  The types of information we store include your contact details, notes on your treatment, referrals and other information relevant to the service provided.  For statistical analysis and planning purposes we are required to pass on de-identified information to Queensland and Australian governments. This information will help to set health priorities and secure continued funding. You can access any information we have about you. If you would like a copy of CNWQML Privacy and Confidentiality Policy, please contact our Townsville office (1800 799 244), or go to our website www.cnwqml.com.au

Can I have a Care Plan?

A Care Plan helps you to set goals for your treatment with a variety of health practitioners. It provides a summary of progress against the treatment goals, whilst also ensuring that you and all your health practitioners are working from the same plan. Our staff can work with you to create a new Care Plan or our staff can contribute to an existing Care Plan. You can request a copy of your Care Plan at any time.


If you would like to supply feedback, either positive or negative, about your experiences with CNWQML, please fill in our Feedback Form. All feedback is used for improvement of our services. If you wish to be contacted regarding your feedback, please indicate in the form and provide your details.

Please also feel free to contact us if you would like to discuss your feedback in person.

Your Rights and Responsibilities

Central and North West Queensland Medicare Local is committed to delivering care that is safe and of high quality. To find out more about your rights and responsibilities when using our service, click here.