Clinic Information

How do I register for birth care?

Most families first hear about Nest during pregnancy, often through their obstetrician. If you’re planning to deliver at Gold Coast Private Hospital, you’re welcome to register with us for newborn care ahead of time by visiting our Bookings page. Once registered, we’ll invite you to book a bulk-billed antenatal video consultation.

These early consults are a unique part of our model. They help us understand your family’s needs, talk through any pregnancy-related concerns, and ensure you feel supported and prepared – long before labour begins. You don’t need to wait for a complication to get in touch; we’re here for reassurance and guidance, too.

How do I book follow-up appointments?

If you didn’t connect with us before birth, that’s completely fine. We welcome bookings for routine reviews (at 6 weeks, 4 months and 6 months), or for specific concerns like feeding, growth, sleep, or development.

Appointments are available to all babies under six months of age – whether or not you received in-hospital care with us. Visit our Bookings page to take the next steps.

Do I need a referral?

You’re welcome to self-refer at any time. To access a Medicare rebate, you’ll need a referral from your GP or obstetrician. If you’re not sure what’s needed, our team is happy to explain the process.

Where do I book?

You can find all booking and registration links in the Booking section of our website. If you’re unsure which appointment is right for you, just reach out – we’re always happy to help you get started.

What kinds of concerns do you help with?

We see babies for a wide range of issues – including feeding difficulties, reflux, weight gain, unsettled behaviour, development, and early medical concerns. Some families come with a clear concern; others just want reassurance that things are on track. No question is too small, and you don’t need to wait for a problem to reach out.

How is Nest different from a general paediatric service?

Nest is led by Anand, a neonatologist – a specialist paediatrician with the highest level of training in newborn care. We focus exclusively on babies in their first six months, offering long appointments, personal continuity, and a care experience that’s both clinically expert and emotionally supportive. From before birth to early infancy, our model is built around what newborn families truly need.

How do you work with our GP or child health nurse?

We work alongside your existing care team, not in place of them. Our focus is on more specialised newborn concerns and continuity across hospital and home. We provide clear, timely updates after each appointment so your GP, obstetrician, and child health nurse stay informed and connected.

Do you offer vaccinations or emergency care?

We don’t administer routine vaccines, but we’re happy to guide you around key milestones and work with your GP or health nurse. While we don’t offer after-hours or emergency services, we do prioritise urgent newborn reviews during clinic hours and may offer Telehealth for follow-ups when appropriate.

We’ve had a difficult journey – will that be understood?

Absolutely. We understand that every path to parenthood is different – and sometimes incredibly hard. Whether your baby spent time in NICU, you’ve faced fertility challenges, experienced loss, or things simply didn’t go as planned, we offer care that is compassionate, sensitive, and trauma-informed. You don’t need to justify your story. We’ll meet you where you are, with respect and empathy for everything you’ve been through.

Do you welcome all kinds of families?

Yes – Nest is a safe, inclusive space for all families. We proudly support families of every background, structure, and identity – including same-sex parents, solo parents, blended families, surrogacy, and adoptive families. However you come to parenthood, you are seen, respected, and warmly welcomed here.

What if I feel unsure or silly reaching out?

Please don’t hesitate. The newborn phase is filled with unknowns – and that’s completely normal. Whether it’s a small question or a big worry, we take every concern seriously. If something matters to you, it matters to us. You’re never a burden, and you never need to feel embarrassed. We’re here to listen, guide, and reassure – so you can feel confident and supported, every step of the way.

We know the healthcare system can be confusing – especially when you’ve just had a baby. That’s why we do everything we can to make things easier.

At Nest, we’ll help you understand what’s covered, what’s not, and how to make sure you receive all the Medicare rebates you’re entitled to. Wherever possible, we process rebates for you – no paperwork, no chasing, no surprises.

What does Medicare and Private Health Insurance cover?

Routine newborn care attracts Medicare rebates, both for hospital care and clinic follow-up. Private health insurance only covers your baby’s care if they are admitted to the nursery whilst in hospital. We lodge both Medicare and private health insurance claims on your behalf.

• Antenatal Consults

  • You pay no fees to us.

  • We directly receive the bulk-billed Medicare rebate amount.

• Routine Hospital Care & Clinic Follow-Up

  • You first pay fees to us. Hospital care fees are paid at the 6-week review, while clinic review fees are paid at each appointment.

  • We assist you with claiming Medicare rebates at the same time as you pay our fees. You receive rebates directly into your bank account almost immediately after claiming.

  • Many families will be eligible for much larger Medicare rebates through the Safety Net (see below).

• Inpatient Hospital Care (Nursery Admission)

  • You pay no fees to us for the time your baby spends in the nursery.

  • We directly receive private health insurance payments.

How does the Medicare Safety Net work?

If your family’s out-of-pocket medical costs exceed $2,544.30 in a calendar year, Medicare will reimburse up to 80% of your remaining out-of-pocket costs for the rest of that calendar year.

Most families who have paid a private obstetrician’s pregnancy management fee this calendar year will exceed this threshold before their baby is born, significantly reducing your out-of-pocket costs for Nest visits.

How should I be prepared?

To make the process smooth and maximise your rebates:

• Register your baby with Medicare as soon as possible after birth

• Add your baby to your private health policy

• Link your family under the Medicare Safety Net (you can do this via myGov)

We’re always happy to explain how Medicare and private health apply in your situation – and how to keep your out-of-pocket costs as low as possible.

Why is it worthwhile paying for Nest care?

When you give birth in a private hospital, your baby’s care is usually provided by a general paediatrician. At Nest, your baby is cared for by a neonatologist – a specialist in newborn medicine, including intensive care, early development, and complex follow-up. We bring NICU-level expertise to your baby’s bedside – without the need for a NICU admission.

Just like your obstetrician provides continuity through pregnancy and birth, we stay with your family from the antenatal period through to the early months at home. We know many newborn checks can feel brief or impersonal. At Nest, we treat caring for your baby as a privilege – not just a tick-box – and strive to offer care that feels thoughtful, consistent and truly worthwhile.

Our fees are consistent with general paediatric clinics, despite our advanced specialisation. We also publish them openly, with no hidden costs, and we’re always happy to explain your Medicare rebates and help minimise your out-of-pocket costs.

Our Fee Schedule

Antenatal Consults

• 28 Week Video Consult (Item 91824)

  • Bulk-billed

• 36 Week Video Consult (Item 91825)

  • Bulk-billed

• Our antenatal consults are at no cost as they are fully bulk-billed.

Hospital Care

• Initial Review (Item 110)

  • Fee $460

  • Rebate around $152 – or $398 with the Safety Net

• Progress Review (Item 116)

  • Fee $270

  • Rebate around $76 – or $231 with the Safety Net

• Discharge Review (Item 116)

  • Fee $270

  • Rebate around $76 – or $231 with the Safety Net

• Our hospital fees are capped at $1000. After Medicare rebates, total out-of-pocket costs are around $700 – or $140 if you’ve reached the Safety Net.

• We do not charge any additional fees for 24/7 on-call availability, after hours call-ins, additional reviews, daily monitoring of progress and advice given to the maternity team.

Clinic Follow-Up

• 3-Week Nurse Phone Review

  • No Fee

• 6-Week Clinic Review (Item 116)

  • Fee $350

  • Rebate around $76 – or $295 with the Safety Net

• 4-Month Clinic Review

  • Item 110 or 132 based on complexity

  • Fee $440 (110) or $490 (132)

  • Rebates around $152 (110) or $266 (132) – with the Safety Net rebates of $392 (116) or $445 (132)

• 6-Month Clinic Review

  • Item 116 or 133 based on complexity

  • Fee $270 (116) or $360 (133)

  • Rebate of around $76 (116) or $133 (133) – with the Safety Net rebates of $231 (116) or $315 (133)

• Our routine follow-up fees are capped at $1200. After Medicare rebates, total out-of-pocket costs are around $750 – or $150 if you have reached the Safety Net.

• We do not charge any additional fees for advice and questions between appointments, as well as access to Nest Notes – our evidence-based library of newborn care guides.

• Once you cross the Safety Net threshold, higher rebates apply to the rest of the calendar year. If your baby’s clinic reviews cross into the next year, then they may not attract a higher rebate.

GP Referrals

• Initial Review

  • Item 110 or 132 based on complexity

  • Fee $440 (110) or $490 (132)

  • Rebates around $152 (110) or $266 (132) – with the Safety Net rebates of $392 (116) or $445 (132)

• Follow-Up Review

  • Item 116 or 133 based on complexity

  • Fee $270 (116) or $360 (133)

  • Rebate of around $76 (116) or $133 (133) – with the Safety Net rebates of $231 (116) or $315 (133)

How do you process payments at Nest?

We process all payments via our clinic software Halaxy, which securely stores your card details in an anonymised form using bank-grade encryption. Your unencrypted card details are never accessible to either Halaxy or our clinic. You can learn more about Halaxy’s card security here: https://blog.halaxy.com/halaxy-card-security-faqs/

Nest absorbs all card surcharges on your behalf, so our fees are exactly the amount you pay. This makes using the Halaxy card payment system seamless and without any added cost on your behalf.

When are payments due? 

Hospital care fees are paid at the 6-week clinic review using your stored Halaxy card details. We delay payment until this point so that you have ample time to register your baby with Medicare. We can then process your rebates at the same time you pay your fees, minimising the time you are out of pocket.

Clinic review fees are paid at each appointment using your stored Halaxy card details. Medicare rebates are processed at the same time.

If a card payment fails, we’ll notify you immediately. The outstanding balance should be settled within 7 days of the invoice date. We reserve the right to refer balances unpaid after 14 days to our external collections partner, though we expect to never need to do this given the seamless and streamlined nature of Halaxy card payments.

Are there any fees for cancellations or non-attendance? 

We understand that life with a baby (or a few!) can be unpredictable at the best of times. If you’re unable to attend an appointment, we appreciate as much advance notice as possible so we can offer the slot to another family.

We reserve the right to charge a late-cancellation or no-show fee of up to 50% of the appointment cost when notice is less than 24 hours. However, our aim is to never use this policy unless absolutely necessary and a quick call or email as soon as you know you can’t make it is almost always all that’s needed.

What should we expect at our appointment?

All clinic reviews run for 45 minutes, giving us time to assess your baby thoroughly, answer your questions, and ensure you never feel rushed.

We know that getting out of the house with a newborn can be a big effort – so we’ve created a calm, welcoming space to make your visit as easy as possible. Our premium rooms at RDX are private and peaceful, with a dedicated waiting area just for Nest families, easy pram access, and room for siblings to play. There’s also an on-site café if you arrive early or need a moment to regroup.

Please bring:

• Your baby’s health record (Red/Blue Book)

• Any referral letter (if applicable)

• Feeding items (bottle, expressed milk, etc.)

• A change mat or blanket if you prefer to use your own

Can we bring siblings or another adult?

Yes – siblings are welcome. If possible, having another adult with you can help you focus during the consult. If a parent or key support person can’t attend in person, we’re happy to include them via phone or video if needed.

Do you offer Telehealth appointments?

In-person visits are best for most reviews, especially when a physical assessment is needed. However, we do offer Telehealth for certain follow-ups, parent-only discussions, and for families living regionally. Please ask us if this might be suitable for your needs.

Is parking available?

Yes – there is onsite parking available at RDX or at Gold Coast Private Hospital.

What if we need to reschedule?

We understand that life with a baby is unpredictable. If you need to reschedule, just let us know as early as you can and we’ll do our best to find a new time that suits. If you cancel within 24 hours or miss your appointment without notice, a late cancellation fee may apply.

Can I contact you between appointments?

Absolutely. One of the benefits of Nest care is knowing you’re not alone between visits. If you’re under our care, you’re always welcome to reach out with questions or concerns. We use email for non-urgent communication – whether it’s something small you’d like reassurance about, or something more significant that may need follow-up.

How quickly do you respond to messages?

We aim to respond within 24 hours on business days. If your concern is time-sensitive or seems to be escalating, we may suggest booking a review or seeking urgent care. We’ll always try to guide you toward the right next step.

Can I message you for general parenting advice?

Yes – we’re happy to help with questions about:

• Newborn health (e.g. rashes, reflux, feeding issues)

• Settling and sleep routines

• Early development and milestones

• Interpreting common symptoms or behaviours

While we provide clinical guidance, we also know that early parenting can feel uncertain. If your question falls outside our scope – or would be better addressed by another service (e.g. lactation consultant, sleep support, psychologist) – we’ll gently point you in the right direction.

At Nest, we don’t just aim for excellent care – we actively track, refine, and improve it. We monitor key quality indicators to ensure the care families receive is safe, consistent, and genuinely valuable.

Some of the important metrics we track include:

• Family Feedback

  We collect regular feedback from families and benchmark ourselves against both past performance and the standards we aspire to. Your insights help us improve.

• Clinical Outcomes

  We monitor rates of nursery admission, respiratory support, APGAR scores, and readmissions to ensure the safety and quality of early care remains high.

• Breastfeeding Support

  For families choosing to breastfeed, we track breastfeeding rates at discharge and at six weeks to ensure our care is supporting your goals in the best way possible.

• Patient Characteristics

  We monitor the number of babies under our care, along with their gestations and birthweights, so we can continually adapt our systems and capabilities to meet the needs of the families we serve.

We also seek feedback from obstetric and maternity colleagues and hold regular shared quality improvement meetings. At Nest, feedback isn’t just welcomed – it’s essential. It helps us grow, learn, and keep getting better for the next family, and the next.

At Nest, we’ve designed our systems to make newborn care easier for families – not harder. We use the latest healthcare technology to simplify bookings, streamline communication, and keep your baby’s care connected across all stages.

What technology systems do you use?

Our primary clinical software is Halaxy, an Australian-owned cloud based clinic management platform. Halaxy uses Amazon Web Services (AWS) servers based in Australia to store data. It is a reliable and trusted platform used by tens of thousands of practitioners worldwide. You can find out more about Halaxy’s data security here: https://www.halaxy.com/article/security

We use several supporting technology systems such as Microsoft Outlook 365 for clinic email, Dialpad for clinic phone calls and Glide Apps for our internal operations dashboard. Whilst these platforms are all secure, encrypted and protected by two-factor authentication, we limit personal health information on these supporting platforms to the minimum required.

Telehealth consultations are delivered via Halaxy’s end-to-end encrypted video calling system. If required, follow-ups may also be conducted on the same platform when it is clinically appropriate to do so.

What are the benefits of these systems?

• Halaxy Patient Portal

  Easily manage your baby’s appointments, access invoices, and download clinical letters – all in one place, anytime. No chasing paperwork or waiting for calls back.

• Integrated Clinic Dashboard

  We have custom-built a clinic dashboard that also integrates key clinical updates with your obstetric team. This ensures everyone involved in your baby’s care is aligned and informed.

• Instant Medicare Claims

  We have built integrations to process rebates at the time of your appointment, so you’re not left dealing with Medicare queues or confusing paperwork.

• Nest Notes

  Our free, clinician-written online resource provides families with clear, trustworthy guidance on feeding, sleep, development, and newborn care – right at your fingertips.

Our goal is simple: to reduce stress, and give you more time to focus on your baby, not the admin.

At Nest Newborn Clinic, we’re committed to providing expert, family-centred care that meets the highest standards of safety, ethics, and transparency.

We follow all relevant Australian healthcare regulations and professional guidelines to ensure your experience is respectful, secure, and fully informed.

Professional Standards

• All care is provided by an AHPRA-registered specialist neonatologist with an RACP fellowship in Neonatal/Perinatal Medicine

• Ongoing training, registration, and medical indemnity cover are maintained

• We practice strictly within the scope of newborn and infant care

• We participate in regular professional development, peer review, and reflective practice to ensure continual clinical improvement

Your Privacy

• Clinical information is securely stored in Halaxy, a purpose-built medical system

• We never share your personal or health details without your consent

• Our website and mobile tools are designed for general education only – not to store or transmit sensitive data

• We have a dedicated Privacy Policy available below

Consent & Registration

• During booking and registration, families are asked to provide informed consent to care, communication, fees, payment handling and data handling as part of our Halaxy intake process

• You may withdraw or modify your consent at any time – just let us know

Data Access & Security

• You have the right to access or request correction of your clinical records

• All data is stored and handled in line with Australian Privacy Principles

• We take appropriate measures to safeguard your information across all platforms

Fees & Transparency

• All fees, rebates, and out-of-pocket costs are clearly outlined in our Fees section

• Medicare-claimable receipts are issued for eligible services

• Our admin team is here to help with bookings, rebates and referrals

Communication & Messaging

• You can reach us by email for non-urgent questions

• Messaging is not used for urgent or diagnostic care

• Major clinical decisions are made through formal consultations

• By contacting us via email, you consent to communication through these channels; we take steps to protect your privacy

Telehealth Standards

• Telehealth appointments follow the same clinical, ethical, and privacy standards as in-person care

• These are offered only where clinically appropriate and always with your informed consent

• Consults are documented in your clinical record and communicated to other providers as required

Interpreter Support

• If you or a family member requires language support, we’re happy to help arrange interpreter services wherever possible – just let us know in advance

• We aim to make care accessible and inclusive for all families

Advertising & Health Information

• We comply with national guidelines regarding health information and advertising

• As per TGA regulations, we do not publish testimonials or promise specific outcomes

• All content shared on our website, app or printed material is general in nature and does not replace individual medical advice

At Nest, we are committed to protecting your privacy and treating your personal and health information with care, sensitivity, and respect.

This policy explains how we collect, use, store and share your information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

What We Collect

We collect and securely store information that helps us deliver safe and effective care, including:

• Your name, date of birth, contact details, Medicare and billing information

• Your baby’s medical history, examination notes, and developmental details

• Referral letters, correspondence with other providers, and investigation results

• Appointment notes and communications, including messages or emails

This information is gathered through registration forms, direct communication, clinical consultations, and written referrals.

Why We Collect It

We collect this information to:

• Deliver high-quality newborn medical care

• Coordinate care with other health professionals

• Process payments and Medicare rebates

• Communicate with you about appointments, follow-up, or results

• Fulfil our legal and clinical obligations

We only collect information necessary for these purposes, and we never use it for anything else without your consent.

How We Store It

Your information is stored securely through trusted, encrypted platforms – including Halaxy, our clinical software – which meet Australian privacy and data security standards. Access is restricted to authorised staff and care providers.

All electronic communication (including messaging and Telehealth) is conducted through encrypted, access-controlled systems.

Who Can Access It

Only those directly involved in your care can access your records. We may share relevant information with:

• Your GP or referring provider

• Other health professionals involved in your baby’s care

We only share information where appropriate and with your consent, unless legally required to do otherwise (e.g. mandatory reporting obligations).

Accessing or Correcting Your Information

You have the right to:

• Request access to your health records

• Ask us to correct any inaccuracies

Just contact us via email and we’ll guide you through the process.

Questions or Complaints

If you have questions about this policy, or concerns about how your information is handled, please contact us at hello@nestnewborn.com.au.

If we can’t resolve your concern, you may contact the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.