Practice Information
Billing Policy
For patients who do not hold any of the above listed cards there will be an out-of-pocket expense as below:
- All New patients will be charged a fee except children under the age of 16
- Standard Appointment $75
- Long Appointment $110
A non-attendance fee will apply if you fail to turn up to your appointment or if you cancel your appointment within 2 hours of appointment booking time.
Appointments
Consultation is by appointment. Patients presenting without an appointment will be fitted in at the earliest available time. Urgent medical matters will always be dealt with promptly. Please check-in with reception when you arrive to avoid unnecessary delay in the waiting room. Please ring to cancel appointments that are no longer required.
Every effort is made to keep to appointment times, but this may be difficult at times due to emergencies or unexpected longer consultations. To help us schedule appropriately, please tell the receptionists if your consultation is likely to be long (e.g. insurance medicals, pap smears, counselling, excisions and postnatal checks). You can also book through Hot Doc online booking system.
Continuity of Care and Doctor of Your Choice
We endeavour to help you see the doctor of your choice. All evidence suggests that communication between doctor and patient is improved when a good relationship exists between both parties. We recognise sometimes it is not always possible to see the same doctor, so our system of recording notes takes this into account.
Test Results
Patients are required to return for a consultation with the doctor regarding test results, preferably with the doctor who ordered the tests. If any results are abnormal or urgent, you will be contacted via telephone. If we cannot contact you over the telephone, a letter will be sent to your address. Please ensure that reception has your current telephone number and address details.
After Hours
Our surgery is open until 8pm on Mon-Tue and Fri. If you require medical attention after our practice is closed, please call:
Hello Home Doctor – 134100
For Emergencies – Please ring 000
Patient Recall for Preventative Care
We have implemented a Patient Register for Preventative Activities. This a reminder/recall system within our software programme in which we contact the patient by either telephone or mail for follow-up of a preventative activity. Our practice also takes part in state and territory registers which helps us work out who is due to be seen. For example, the Australian Childhood Immunisation Register (ACIR) and the HPV National Register. Patients attending this practice will be automatically included in this system unless otherwise stated on the patient form, they fill out. The purpose of this register is purely as a service to patients from this practice and confidentiality is always ensured. If you wish to opt out of our recall system, please tell your doctor.
Home Visits
We do provide house calls for patients of our practice. House calls for new patients will be decided depending on Doctors available and urgency. If you can make it to the surgery it is recommended you do so, as it is better equipped for examination and treatment.
Telephone Calls
Doctors will take calls in an emergency; however it may be triaged by the nurse before call is taken by the doctor. If the doctor is busy they may ask to call you back. Most problems are best dealt with in a consultation.
Procedures
The doctors can perform many minor surgical procedures as needed (e.g. removal of skin cancers and moles). Cryotherapy (for skin cancers and warts), pap smears and resuscitation equipment are available. A longer appointment time may be required depending on the procedure, so please let reception know what you are having done.
Health Assessments
For patients over 75+ we recommend a yearly health assessment. Our health assessment nurse will contact patients over 75+ and will come to their homes to perform most the assessment. 45-49 old Health Checks and Aboriginal & Torres Strait Islander (ATSI) Health assessments can be performed at this surgery with no out of pocket expense.
Sterilisation
All reusable instruments used for procedures are sterilised in an autoclave under high temperature and pressure conditions to meet the Australian Safety Standards. Disposable equipment is used in many instances to ensure patient safety.
Transfer of Medical Records
Our practice will send a health summary of your records elsewhere for no charge. Generally, we are accommodating if a patient requires a more extensive record to be sent.
Investigations
The doctors and nurses within this practice can perform electrocardiograms (ECG), lung function testing, blood glucose testing, pregnancy tests and hearing tests. Blood collections for pathology, X-rays, CT scans, MRI, Ultrasound, mammograms and endoscopy tests can be arranged elsewhere when required.
Disabilities
It is surgery policy to cater for people with special needs and disabilities. If you are having trouble, please approach our staff who will be very willing to assist.
‘Close the Gap’
Our practice is participating in the ‘Close the Gap’ government initiative.To allow us to tailor appropriate care and assist with this initiave please tell reception or your doctor if you are Aboriginal or Torres Strait Islander origin.
Chronic Disease Prevention
We are committed to helping our patients to prevent the development of their chronic disease. We encourage you to take advantage of our practise nurses and the time you spend with your doctor to complete a management plan for your chronic disease.
Hearing or Language Impairments
To help our GP’s ensure they fully understand the nature of their patient’s problems and patients fully understand the outcome of the consultation; we use an Interpreter service where necessary. AUSLAN interpreters are available for patients with hearing impairments. ‘Translating and Interpreting Service’ offer language interpreters for patients who cannot speak English very well.
Your Medical Information & Your Privacy
All doctors at the practice use the computerised system Best Practice to record information, order tests, provide prescriptions and file specialist reports. Our computers are password protected and backed up daily. All information recorded at the practice is confidential and will not be released without consent. We follow the Australian Federal Privacy Laws and Standards for the private health sector.
Patient Rights and Feedback
We recognise that patients have certain rights and we will endeavour to support their rights. If you are feeling unhappy with any aspect of the services, we provide to you or if you feel your rights are not supported, we would appreciate your comments. Your doctor, practice manager or receptionists on duty are available to discuss any problems you have. A suggestion box is available in the waiting room if you like to make a compliant/suggestion anonymously. Should you wish to take any complaints further you can contact: call the Office of the Health ombudsman (133 646).
Email Policy
We do not accept emails for prescription repeats and appointment booking please phone the surgery on 07 3286 1233. Patient information is only sent via e-mail if it is securely encrypted according to industry and best practice standards.