Practice Updates | Dr Kate Law

Practice Updates
January 2026

We are making several changes to improve your experience and ensure the sustainability of the practice. This page outlines the changes and what to expect if you have appointments already booked.

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Key changes | What is Changing | Changes to Existing Bookings | Interim Deposit Process

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Practice changes

Summary of key changes

Key changes:

New online booking system
Simplified appointments - one appointment length
Deposit instead of full prepayment
New payment process - card stored on file to simplify payments
New appointment confirmation & cancellation processes
Secure patient portal

Changes to existing bookings:

We have kept your next booking only (for bookings up to 31 December 2026)
Your appointment details may have changed to match the new schedule.

More detail regarding the key changes and the plan for existing bookings is provided below.

Practice information:

My fees and policies are now located in the Patient Handbook on this website. This replaces the previous links to Practice Information that were shared with you.

Why I'm making these changes

Many patients have shared that managing appointments and payments could be simpler. At the same time, the complexity of my existing medical records and communications systems has made it challenging to manage the various communication and clinical tasks that require my attention.

With this in mind, I've been searching for a solution to streamline practice operations and the patient experience. I have decided to move my practice software to Halaxy because it enables everything to be managed in one place: online bookings, payments, patient forms, task management and document sharing, all while maintaining strict privacy and security standards.

These updates will help reduce administrative delays, ensure all tasks are completed as intended, ensure appointments start on time, and give you more control over bookings.

What is changing

Key changes explained

Several changes have been implemented, effective immediately. To learn more about each of the key changes and how they may affect you, please click through each of the tabs below.

The tabs will explain the following changes:

Online bookings
The new 60-minute follow-up appointment length
Card details are stored on file
Booking deposits
Document fees
Cancellation policy changes
Annual service agreement forms
Admin support changes

Online bookings

Online bookings - now available!

All follow-up appointments will now be booked and managed online through the Halaxy online booking system.
A deposit will be required to secure the booking. This is explained in the Booking Deposit tab in the menu above.
Online bookings can be accessed via the following channels:
- Via the 'Book Online' button at the top of every page on this website
- Via your patient portal

How online bookings will be managed

Bookings will be available up to 12 months in advance.
You can book more than one appointment in advance, each requiring a separate deposit to secure the bookings.
You can opt to receive an automated reminder to book your appointment as you get closer to your review date.
From mid-February 2026, a limited number of urgent appointments will be released 2-3 weeks in advance to reduce wait times.
You’ll be able to self-manage appointment cancellations (at least 7 days’ notice is required)

One appointment length

Simplified bookings

All follow-up appointments are now scheduled as 60-minute consultations.
This change ensures I always allow enough time for your care, including your telehealth call, and all tasks related to your consultation, such as prescriptions and documentation.
It also ensures I have time to care for myself between sessions, so each patient gets the highest quality of care.
You will only be charged for the time you actually use. The fee is calculated based on the call length, plus additional fees for any non-included documents completed after your call.

Why has this changed?

Most appointments typically take longer than scheduled. This is mainly due to the complexity of the topics discussed, my patients' communication styles, and my thorough approach to consultations.

When sessions exceed the allotted time, it affects my ability to start subsequent appointments on time, complete requested documents, send you resources, and uphold the high standard of patient care that I value.

Booking deposits

A deposit secures your booking

A deposit will be required to secure and confirm your booking. The deposit for follow-up appointments is $130.
Your card details will be securely stored on file to ensure seamless payment processing after your appointment.
Card details are not visible to practice staff, and payments require your approval via SMS
After your appointment, your fee is calculated based on the call length, and the deposit is automatically applied to your invoice.
Payment of the remaining balance is due on the same day. You'll receive an SMS to approve the payment using the card on file.
If you'd prefer to avoid delays in receiving prescriptions and documents, you can authorise us to charge the fee automatically, without SMS approval.

Why has this changed?

By introducing a deposit system, we aim to enhance your experience and address several key issues:

Appointments are often cancelled with little notice, leaving us with empty slots that could have been filled. A deposit reflects your commitment to attend, allowing us to serve you and others more effectively.
Currently, we spend considerable time sending reminders for timely prepayment, which disrupts the flow of our practice. With deposits in place, we can focus more on providing exceptional care rather than administrative tasks.
Most appointments are booked and prepaid for shorter durations than necessary, which affects my time management and the practice's financial sustainability. By requiring a partial deposit and adjusting the full fee based on the actual length of your visit, we can ensure the correct appointment fee is applied.

After-appointment document fees

Which documents are included in your appointment fee

Your consultation fee includes time spent after your consultation completing any prescriptions, a letter summarising the plan, and a GP letter (if one is due).

These are called 'included documents'.

Which documents are billed

All documents that do not meet the definition of an 'included document' will be billed separately to reflect the additional time spent on these tasks after the appointment. Click here for document fee information.

Documents completed during the call

Documents completed during your telehealth call will not incur additional fees. Certain documents are not eligible for Medicare rebates, and they must be completed after your consultation or in a separate consultation that is not Medicare-eligible. Click here for information about services that are not eligible for Medicare rebates.

Why has this changed?

The time devoted to completing your ad hoc documents after our appointments is substantial. As a self-employed doctor, I have found that dedicating extensive hours to complete these documents at no charge is no longer financially viable. Thus, I must reassess how I handle this process.

I understand that the rising cost of living is affecting my patients. In response, I have chosen to adjust my document fees to be significantly lower than my hourly rate. This compromise enables me to protect the quality of service that you rightly deserve, while ensuring that transparency and compassion remain central to my practice.

The cancellation deadline has changed

We now require 7 days' notice for all cancellations

You can cancel or reschedule your appointment through your patient portal, provided you do so at least 7 days before your appointment. Cancellation fees apply to appointments cancelled with less than 7 days' notice.

Please review our cancellation policy and cancellation fee information for further details.

Card details will be stored on file

We now require card details to be held on file

We now require card details to be securely stored on file for all patients. Your card details are encrypted and are not visible to us. If your card details have not been added at least 14 days before your next appointment, we will delay your appointment to give you more time to complete this.

If you are unable to store your card details on file, or do not wish to, the deposit must be paid manually before we schedule your appointment. Prepayment of the remaining balance of the full appointment fee is required at least 7 days before each appointment.

How to share your card details

Your payment details will be collected when you make an online booking, request a document, or request a prescription.

Alternatively, you can share your card details via your secure patient portal. Click here to learn how to add your card details, then share them with my practice.

Annual registration & service agreement

Updated registration forms required

We will send a new registration form to you, which needs to be completed at least 7 days before your next appointment. If this is not completed, we will postpone your appointment to give you more time. This will then be sent to you annually moving forward.

This is to ensure your contact details, service agreement, and emergency contact details are up to date.

Admin changes

Isabella has started her maternity leave as she prepares for her baby's arrival in January. I wish her nothing but joy and happiness as she embarks on this beautiful new chapter in her life! She has been a stable and organised presence for the past 3.5 years, so her absence will certainly be felt.

During Isabella's leave, I am pleased to have the support of a talented and experienced administrative team. We have been carefully planning for this transition to ensure everything runs as smoothly as possible. I would like to extend a heartfelt welcome to Jess, Josie, and Chelsea!

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Changes to existing bookings

Your future bookings may have changed

Several changes have been made to existing bookings. Please read this information carefully to ensure you are aware of any changes that may impact you.

Changes to your appointment day and time

If you already have a future appointment booked, your next appointment has been moved to the closest available time in the new schedule. If this new time does not suit you, you can reschedule online by clicking the pencil icon next to your appointment in the patient portal dashboard.

Only your next booking has been kept

If you had multiple future appointments booked, please note that only your next appointment has been retained. This change is designed to improve access for everyone and to address the trend of booking several appointments, only to cancel most of them at the last moment. Please note that this does not apply to patients who have frequent, recurring appointments (every 2-4 weeks).

Bookings from 2027 onwards have not been kept

Any appointments booked after 31st January 2026 have not been kept. This is because I have not configured my schedule for 2027 onwards. If your appointment is scheduled in 2027 or 2028, we request that you book online 3-6 months before your appointment. If you'd like us to set up an automated reminder to book this appointment, please email us. We also recommend setting your own reminders.

Check your patient portal for new appointment details

Any upcoming appointments you have scheduled will appear in your new patient portal. Please check your email for the portal invite if you have not yet set up your account. Once your account is activated, you can log in to your portal here.

Changes to existing bookings

Interim deposit
process

How deposits will be processed for existing bookings

If your existing appointment has been moved to the new schedule, an interim deposit process will apply to this appointment only. Thereafter, all future bookings require a deposit to be paid at the time of booking. Please refer to the box below for the details of the interim deposit process.

Interim deposit process for existing bookings

Interim deposit process

Your deposit will be automatically charged to the card on file 7 days before your appointment. Please note that if the payment is unsuccessful, your appointment will be cancelled.

To ensure a seamless experience, please share your card details via the patient portal at least 14 days before your appointment. If we do not receive your payment information in time, we'll postpone your appointment to give you extra time. Click here for instructions.

Interim deposit process

Last reviewed: January 2026

Practice Updates January 2026

We are making several changes to improve your experience and ensure the sustainability of the practice. This page outlines the changes and what to expect if you have appointments already booked.

Key changes | What is Changing | Changes to Existing Bookings | Interim Deposit Process

Practice changes

What is changing

Changes to existing bookings

Interim deposit process

Practice Updates
January 2026

Interim deposit
process