RSM Australia Partners

Equinox Building 4, Level 2, 70 Kent Street Deakin ACT 2600

GPO Box 200 Canberra ACT 2601

T +61 2 6217 0300

F +61 2 6217 0401

Email: IHCOPatients@rsm.com.au

11 April 2025

UPDATE to MEMBERS & PATIENTS

Interchange Health Co-operative Limited (Administrators Appointed) ( the Co-operative )

ARBN 633 645 253

ABN 26 699 736 138

 

As you know, Adam Cormack and I were appointed Joint and Several Voluntary Administrators of the abovementioned Co-Operative on 7 April 2025 pursuant to Division 2 of Part 4.1 of the National Co-operatives Law that applies section 436A and other relevant provisions of the Corporations Act (2001).

 

As you also know, the Co-operative has ceased providing services effective immediately, until further notice and is operating on extremely limited staffing capacity to provide assistance, where possible.

 

Further to previous communications, we are actively engaging with a number of key organisations and Departments, in addition to local representatives, to seek immediate assistance, including but not limited to:

 

  • ACT Health Directorate;
  • Commonwealth Department of Health and Aged Care;
  • Royal Australian College of General Practitioners (RACGP);
  • Australian Medical Association (AMA); and
  • Other relevant health service bodies.

 

We are critically seeking support in the form of:

 

  • All potential options for funding and support to re-commence operations and to continue to provide services to patients;

 

  • Local ACT health care service providers with capacity to immediately onboard and assist all patients; and

 

  • Ongoing urgent funding support to assist us to transition the patients to new medical service providers and address any and all incoming patient enquiries during this transition phase.

 

Patient enquiries are important to us. However, due to the volume of emails and telephone calls currently being received, we are unable to respond to each one immediately. We are endeavouring to respond to all enquiries within 72 hours.

 

If you are experiencing a life-threatening emergency, please contact 000.

 

Alternatively, you may contact a healthcare provider, including:

 

  • Opioid Treatment Services, Building 7, The Canberra Hospital, Palmer Street, Garran Ph: (02) 5124 9977 (8am 5pm)

 

  • Directions Health, Level 6, Cosmopolitan Centre, Woden Square, Woden Ph: (02) 6132 4800

 

  • Winnunga Nimmityjah Aboriginal Health and Community Services (First Nations clients only), 63 Boolimba Cres, Narrabundah Ph: (02) 6284 6222

 

  • You can also locate your closest GP here.

 

Below, we provide a list of frequently asked questions and our responses. Patients whose queries are regarding one of these frequently asked questions, we will not respond directly to that query.

 

 

Frequently Asked Questions (FAQs)

 

  1. Is the Medical Practice still taking bookings and operating?

 

No. The Practice has ceased all operations prior to the appointment of the Administrators. If this changes, all Patients will be notified.

 

  1. What happens to my upcoming appointment?

 

All existing appointments have been cancelled and will not proceed.

 

  1. What happens to my unused membership fee payment?

 

The unused amount of your membership fee will be recorded in the creditors claim register.

 

You may complete and return the Proof of Debt Form located here in respect of the unused amount of your membership fee.

 

  1. What happens to my medical records?

 

The Administrators are committed to ensuring continuity of care for all former patients.

 

All medical records are secure and we are engaging with representatives from the ACT and Commonwealth Governments, whilst working with the Former Board, key administrative staff, clinical leads, and external healthcare providers to ensure records are transferred securely and appropriately as requested.

 

  1. How do I obtain medical records?

 

A patient consent form is available on the Co-operative website and a copy is also linked here.

 

5.1  Transfer to another GP

 

Please email requests with the completed Patient consent form to ihcopatients@rsm.com.au.

 

Other General Practices are encouraged to advise our team by e-mail to ihcopatients@rsm.com.au if they use Best Practice software, because if they do, records can be transferred directly.

 

Unless your request is urgent, please allow 2 weeks for processing.

 

Monitor these FAQs and the Co-operative website for updates, as this process may change.

 

5.2  Transfer to Patients directly

 

In the absence of medical records being transferred to a new General Practice, the records can be provided to Patients directly.

 

To request that your medical records be returned to you directly please complete the Patient consent form and return it to: ihcopatients@rsm.com.au.

 

If sent to Patients directly, records will be delivered as a password-protected file via email.

 

Unless your request is urgent, please allow 2 weeks for processing.

 

Please monitor these FAQs and the Co-operative website, as this process may change.

 

  1. How do I obtain test results?

 

Results received by the Practice are currently being reviewed by the Co-operative s Clinical Director.

 

Delays may occur in reviewing results.

 

To ensure results reach your new healthcare provider, please include your new GP or specialist s details in the CC section of any pathology or radiology request form.

 

  1. Is my referral still valid?

 

Referrals to non-GP specialists, pathology, and radiology remain valid for 12 months from the date of issue, even if the issuing doctor has ceased practising or relocated.

 

You do not need a new referral if one has already been issued.

 

Please ask your specialist to send follow-up letters to your new GP.

 

  1. What if I need an urgent appointment or prescription?

 

We would encourage you to seek alternative care urgently, noting we have provided information regarding some of the available options that may be appropriate for you.

 

We understand there may be delays in securing a new GP appointment for ongoing prescriptions. However, the Co-operative has ceased operating and has extremely limited staffing capacity to assist in this regard.

 

Please monitor these FAQs and the website, as this process may change.

 

Should you have any queries, please phone (03) 9286 8020 or contact our office via email at IHCOPatients@rsm.com.au.