Your medical record is a confidential document. It is the policy of this practice to maintain privacy and security of it at all times. We will not disclose your personal health information to a third party unless you have consented to it or you are at risk of harm without treatment and are unable to give consent. Personal Health Information may be disclosed for the following reasons: communicating relevant information with treating doctors, specialists or other allied health professionals, for follow-up reminder or recall notices, accounting procedures, accreditation, disease notification as required by law, for court orders or subpoenas. We abide by all mandatory reporting to the relevant government bodies.
We welcome any feedback as to how our services may be improved or what we are doing well. Please use our suggestion box in the waiting room for any comments or fill out our online feedback form. If you need to complain or discuss any matter regarding our clinic, please contact the practice manager. If your concern remains unresolved you may contact the Health Services Commissioner, Ph: 8601 5200 or ask our receptionist for an ‘Office of the Health Services Commissioner Complaint Form’.
Test Results will not be given over the phone. They must be interpreted by the doctor and can only be given in a follow-up appointment. We also maintain 100% patient confidentiality. Your results will be available 3 working days after the test was completed, you do not need to call to check your results are available. We operate a notification service for results where you will receive a call, text or letter depending on your preference.
Our practice is committed to preventative medicine and continuity of care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care such as immunisation and pap smear reminders. If you do not wish to receive any letters or text messages, please notify the Practice Manager in writing.
We can perform all immunisations. All adult/childhood immunisations will be sent to the National Register and are recorded in the patient’s file.
The doctors are unable to take phone calls unless in an emergency to minimise interruptions during consultations. You may leave a message and the doctor will return your call if possible.
If you require doctor services after hours, Doctor Doctor can be contacted for bulked billed home visits on 13 26 60.
You are encouraged to make an appointment to minimise waiting times. Walk-in patients will be seen as soon as possible although patients with appointments will be given priority. Every effort is made to see you on time but unforeseen circumstances may arise and we ask for your understanding. If you feel you may need extra time with the doctor or if you are coming in with a family member, please advise the receptionist when making your appointment. If you need an interpreter we can organise this for you. Please let us know when making your appointment.
A seriously ill patient will always receive immediate attention. Please let the receptionist know if you have: chest pain, shortness of breath, bleeding, head injury or are otherwise very unwell.