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Charlestown’s Medicare Urgent Care Clinic (UCC), which opened on 3 December 2024, has quickly garnered praise from Hunter residents for its quality of care and professionalism. However, the clinic’s rapid rise in popularity has resulted in long wait times and capacity challenges, sparking calls for increased support and resources.
A recent undercover visit by broadcaster Newy 87.8 found that walk-in patients were often quoted waits of up to four or five hours, with some being turned away by mid-afternoon once the clinic had reached its limit. One elderly couple who had travelled from Taree was among those unable to be seen. Meanwhile, several patients said the decision by many GPs to discontinue bulk billing leaves them little choice but to seek urgent care from the UCC, even for non-emergency issues.
Despite these pressures, many locals still regard the clinic as a welcome addition, citing the professionalism of its staff and the thoroughness of its care. Yet the strain on the facility highlights the broader need for expanded services in the region, as well as potential changes to Medicare rebates to encourage GPs to resume bulk billing.
When asked if the operator keeps records of how many patients are turned away each day due to capacity constraints, Federal Member for Newcastle, Sharon Claydon, provided the following statement:
“The Charlestown Medicare UCC has processes in place to monitor the number of patients who are referred to alternative services. Wait times may fluctuate throughout the day as this is a walk in service without the need for scheduled appointments. Medicare UCCs triage patients according to the severity of their condition to determine order of treatment. Patients with the most serious conditions may be seen before those who have been waiting longer or have an appointment.”
Ms Claydon noted the Charlestown Medicare UCC opened on 3rd December 2024, and that presentations across all NSW UCCs jumped by 13% during the Christmas period (17 to 30 December) compared to the fortnight prior (3 to 16 December 2024).
Asked whether there are plans to expand the current centre to accommodate high demand or establish additional sites, Ms Claydon confirmed:
“The Charlestown Medicare UCC will be extending its operating hours from 8am-8pm, to 8am-10pm as of February 2025.”
This move could help absorb the demand from patients who arrive later in the evening, when walk-in services are typically stretched.
For those travelling long distances, including Taree residents, Ms Claydon said:
“All Medicare UCCs accept walk-in patients. Individuals may call ahead to receive information about wait times and potential capacity, recognising that it is a walk in service for urgent care needs and demand for services may vary. If a patient is unable to be seen, for example if their condition does not meet the scope of conditions outlined in the Medicare UCC Operational Guidance or if the service is at capacity, a referral to an alternative care option must be provided. The Hunter New England Central Coast Primary Health Network is working with the Charlestown Medicare UCC to establish local referral pathways and networks for urgent care, including with John Hunter Hospital.”
Regarding the possibility of additional funding for more staff or resources, Ms Claydon outlined the framework guiding UCCs:
“The Medicare UCC program is underpinned by Operational Guidance which sets the minimum standard for the activity, infrastructure, and staffing of Medicare UCCs, while allowing sufficient flexibility for services to adapt to local need. An independent evaluation of the Medicare UCC program has commenced based on Key Measures of Success developed and agreed by the Commonwealth and state and territory governments. These Measures recognise the importance of delivering quality, safe and timely treatment, and providing positive experience for both providers and patients.”
Local hospitals such as the John Hunter Hospital, Calvary Mater or Maitland Hospital have experienced their own surges, with some patients reporting overnight waits in emergency departments. Early indicators suggest the UCC may help divert non-urgent cases from these facilities, though it too has faced midday and afternoon queues.
As of midday Tuesday, 21 January 2025, clinic staff quoted a three-hour wait, an improvement over the five-hour delays reported during the undercover visit.
With extended hours beginning in February 2025, it remains to be seen whether the Charlestown Medicare UCC can fully accommodate the region’s escalating healthcare needs. Still, many observers view it as an essential asset, one that may require further expansion or additional partner facilities to keep pace with growing demand.
Tip: If you plan to visit the Charlestown UCC, arriving early in the morning can often reduce or eliminate waiting time. Delays typically increase later in the day.
Need advice?
It is important you call the Health Direct line on 1800 022 222 first, where a nurse can triage you over the phone and will advise wether you should visit a GP, UCC or a hospital. This is an Australian Government funded service.
Alternate Bulk-Billed Services for non-urgent conditions:
GP Access After Hours – This is a Government service, people have reported short waiting times.
After-hours bulk billing centre at Broadmeadow – A trusted service operating for many years.
Bulkbilling.doctor Online Consults – Great for scripts if you can’t attend a clinic.
13SICK after-hours GP telehealth by phone or video – Bulk-billed service only open after hours.
Priority services NOT bulk billed:
Lake Macquarie Private Hospital – Pay upfront for priority access to a doctor 24/7, skipping queues
Heal Urgent Care – Pay upfront for priority access to a doctor, skipping queues
Life threatening conditon?
If your condition is life-threatening, call 000
Written by: Newy Staff
Newy 87.8 FM is an FM radio station established in 2014 targeting Classic Hits music enthusiasts across Newcastle and The Central Coast, Australia. The station plays 60s 70s and 80s music. The station can be streamed online via this website or smart phone apps such as Tunein. In 2024 we opened a local newsroom dedicated to publishing Newcastle News.
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