FAQ
Getting started & Appointments
No. While Kaleido provides primary care with a focus on supporting the LGBTQ+ community, you do not need to identify as LGBTQ+ to access care with us.
Kaleido is a safe, inclusive, and welcoming practice where everyone is treated with respect and dignity. We welcome all patients and are committed to providing compassionate, respectful care that supports the health and wellbeing of our diverse community.
No, you do not need a referral to see a GP at Kaleido.
You can book your first appointment online or contact our friendly reception team on (02) 8323 7378 and we’ll be happy to assist you with arranging your visit.
Telehealth appointments are available at Kaleido where clinically appropriate.
Under Medicare telehealth requirements, your first appointment will generally need to be completed in person. To be eligible for a Medicare rebate for a telehealth consultation, you will usually need to have had a face-to-face appointment at the practice within the previous 12 months.
After your initial in-person appointment, your doctor can discuss whether telehealth is a suitable option for your ongoing care. Some appointments, including those requiring a physical examination, tests, or other assessments, will still need to be conducted in person.
If you’re unsure which appointment type is right for you, our friendly reception team can help guide you and arrange the most appropriate option.
For most routine blood tests, no appointment is required.
Our onsite DHM Pathology collection centre is available Monday to Friday, 8:00am – 2:00pm.
For any DHM enquiries, please contact the DHM Pathology team directly on 1800 222 365.
Our Registered Nurse, Sarah Hillsley, is a qualified Justice of the Peace (JP) and is available to assist with JP services.
Please contact our reception team on (02) 8323 7378 to arrange an appointment.
Yes. Several of our GPs provide healthcare for children and young people.
Our doctors with a particular interest in paediatrics include
- Dr Tom Dobie
- Dr Belinda Poon
- Dr Mohammad Baghbanian
If you’re unsure which doctor is the best fit for your child, our reception team will be happy to help.
Gender Affirming Care
Gender affirming care is healthcare that supports and respects a person’s gender identity and individual needs.
At Kaleido, we take a holistic approach to gender affirming care, recognising that everyone’s experience and goals are unique. Care is guided by you and focuses on supporting your overall health, wellbeing, and personal goals.
The informed consent model is a person-centred approach to healthcare where you are supported to make informed decisions about your own care in partnership with your clinician.
Your clinician will provide clear, evidence-based information about the available options, benefits, risks, and considerations relevant to your individual circumstances. Together, you will discuss your goals, preferences, and healthcare needs to make decisions that are right for you.
In line with AusPATH’s Australian Standards of Care for Informed Consent Gender-Affirming Hormone Therapy, informed consent supports access to gender affirming healthcare by recognising the importance of autonomy, shared decision-making, and respectful, individualised care.
No. Under the informed consent model outlined in AusPATH’s Australian Standards of Care for Gender Affirming Hormone Therapy, adults do not require a psychiatric diagnosis or a mental health assessment as a prerequisite to accessing gender affirming hormone therapy.
Your clinician will take the time to understand your health history, goals, and individual circumstances, and will discuss the benefits, risks, and options available to you as part of the informed consent process.
Mental health support is available if you would like it or if it may be beneficial as part of your overall care, but accessing support is not a requirement or barrier to receiving gender affirming healthcare.
Yes. Our GPs are trained and supported to provide gender affirming hormone therapy and ongoing care for patients who require it.
Our doctors continue to undertake relevant education and stay up to date with current clinical guidelines and best practice approaches to ensure patients receive informed, respectful, and individualised care.
Starting gender affirming hormone therapy begins with a conversation about your goals, health history, and what you would like to achieve from your care.
Your clinician will discuss the available options, including the potential benefits, risks, and what to expect over time. This may include baseline blood tests before starting treatment.
If you choose to proceed, your clinician will work with you to develop an appropriate care plan, prescribe treatment, and provide ongoing reviews to monitor your health and make any adjustments as needed.
Gender affirming hormone therapy is an ongoing partnership between you and your clinician, with care tailored to your individual needs and goals.
The frequency of appointments and blood tests will depend on your individual care needs and circumstances.
When starting gender affirming hormone therapy, reviews and blood tests are generally more frequent to monitor your response to treatment, check hormone levels, and make any adjustments where needed.
Once your treatment is stable, ongoing monitoring is typically less frequent and may form part of your regular health reviews. Your clinician will work with you to determine the most appropriate schedule based on your health, goals, and treatment plan.
No. Gender affirming care is broader than medical treatments such as hormone therapy or surgery.
For many people, affirming their gender may involve social or legal steps, such as using a chosen name and pronouns, changes in presentation, or updating identity documents. Others may choose medical options as part of their care journey, while some may not require or want medical treatment at all.
At Kaleido, we recognise that every person’s experience is unique and provide care that is guided by your individual goals, needs, and preferences.
Some of our psychologists can provide WPATH assessment letters where clinically appropriate.
If you require a WPATH letter, please contact our reception team to discuss your needs and identify the most suitable clinician to support you.
Absolutely. You do not need to have everything figured out before making an appointment.
Many people come to Kaleido to ask questions, explore their options, or have a conversation about what feels right for them. There is no pressure to make decisions, and your care will always be guided by your individual needs, goals, and comfort level.
We’re here to support you at every stage of your journey.
Yes. Gender affirming care provided at Kaleido follows the AusPATH Australian Standards of Care for Gender Affirming Healthcare, which are informed by current evidence, clinical expertise, and best practice approaches for care in Australia.
Your clinician will work with you through an informed consent process, discussing your individual goals, health history, risks, and treatment options. Ongoing care includes appropriate monitoring, regular reviews, and blood tests where clinically indicated to support your health and wellbeing.
Where needed, your care can also involve collaboration with other healthcare professionals to ensure you receive coordinated, comprehensive support.
Mental Health
No. You do not need a referral to book an appointment with one of our psychologists.
However, to access a Medicare rebate, you will generally need a referral and a Mental Health Treatment Plan from a GP. If you would like to explore whether this option is suitable for you, we recommend speaking with your GP, who can discuss your needs and the next steps.
Yes. Our mental health practitioners offer telehealth appointments where clinically appropriate.
To arrange a telehealth appointment, please contact our friendly reception team on (02) 8323 7378.
Sexual Health
Our walk-in Sexual Health Clinic provides bulk-billed STI screening for anyone with a valid Medicare card.
You can attend the clinic Monday to Friday, 8:00am – 5:00pm without an appointment. On arrival, you’ll be asked to complete a short intake form before seeing the next available doctor.
Most results are available within two business days. If your doctor needs to discuss your results, we will contact you by phone or SMS.
If you would like to confirm that your results have been received, you are welcome to contact our reception team on (02) 8323 7378.
Kaleido provides PrEP and PEP services to support HIV prevention and sexual health.
PrEP is medication taken before potential exposure to reduce the risk of acquiring HIV. PEP is medication taken after a potential exposure and should be started as soon as possible, ideally within 72 hours.
The frequency of STI testing depends on your individual circumstances, including your sexual health needs and level of risk. Your clinician can recommend an appropriate testing schedule, provide advice on prevention strategies, and discuss whether PrEP or PEP is suitable for you.
Yes. Cervical screening is recommended for people with a cervix, regardless of gender identity.
At Kaleido, we provide a supportive and inclusive approach to cervical screening, with care designed to help you feel comfortable and respected. Self-collection is also available for cervical screening and may be a preferred option for some people.
Your clinician can discuss the available options with you and help determine the approach that best suits your needs and comfort.
Fees & Billing
Kaleido is a mixed billing practice, which means fees may apply depending on the type of service provided and your individual circumstances.
For more information, please refer to our billing policy on our website or contact our friendly admin team on (02) 8323 7378. They can provide guidance on the fees that apply to your appointment.
From 1 July 2026, Medicare introduced new requirements for obtaining patient consent for bulk-billed services.
If your appointment is bulk billed, you will receive an email from HotDoc asking you to confirm your consent for Kaleido to claim your Medicare benefit as payment for your consultation. This is part of the new Medicare Assignment of Benefit requirements and allows us to process your Medicare claim.
The Australian Government has introduced a 12-month transition period while healthcare providers implement these new requirements. During this time, practices may use different approved methods to collect patient consent. At Kaleido, we use HotDoc to make this process as simple and convenient as possible.
Yes, however billing arrangements vary depending on the funding provider.
- NDIS: Kaleido is not a registered NDIS provider. We are able to see patients who are self-managed. Payment is required at the time of your appointment, and you can then submit a claim to the NDIS for reimbursement, where applicable.
- WorkCover: We can bill your WorkCover insurer directly once a valid claim number and the required claim details have been provided.
- Victims Services: Kaleido has an approved Victims Services provider. When booking your first appointment, please provide your Victims Services reference number. Once Kaleido has been approved as your nominated provider, we can bill your sessions directly through Victims Services.
- Overseas Student Health Cover (OSHC): We do not bill OSHC insurers directly. Patients are required to pay for their appointment at the time of consultation and can then submit a claim to their OSHC provider for reimbursement, in accordance with their level of cover.
Feedback & Complaints
We welcome feedback from our patients and are committed to continually improving the care and service we provide.
If you would like to share a compliment, provide feedback, or raise a concern, you can speak with a member of our team during your visit, contact our admin team on (02) 8323 7378 or email admin@kaleidohealth.org.au.
We aim to acknowledge and respond to all feedback promptly and work with you to resolve any concerns.
If you are not satisfied with the outcome, you also have the right to contact the NSW Health Care Complaints Commission (HCCC), an independent organisation that manages complaints about health services and practitioners in New South Wales. The HCCC can be contacted on 1800 043 159 or via www.hccc.nsw.gov.au.
