Practice Policy

APPOINTMENTS POLICY

Our practice typically operates by appointment to ensure that we can provide each patient with the necessary time and attention. Walk-in patients are welcome but are accepted based on availability.

If you have a complex issue that requires more time, we kindly ask that you inform our reception team so we can allocate an appropriate time slot with your doctor.

We also reserve a number of emergency appointment slots each day for urgent medical needs. If you require immediate attention, please contact reception, and they will make every effort to accommodate your request.

TELEHEALTH APPOINTMENTS

In certain cases, when clinically appropriate and in line with medical best practices, our practice may offer Telehealth consultations. This service is primarily available for patients presenting with respiratory symptoms, COVID-19 concerns, or those who are immunocompromised. Telehealth consultations are only provided when deemed necessary by the attending doctor and are subject to availability.

Please contact the practice to discuss whether a Telehealth consultation is suitable for your specific condition.

HOME VISITS

Home visits are available to regular (elderly and frail) patients of this surgery who are too ill to attend the practice and live within a 5 kilometer radius of our surgery. Home visits are subject to Doctor’s approval and availability. In emergency cases, please call 000.

TEST RESULTS

To ensure you receive the most thorough and personalized care, we recommend discussing your test results in person with your doctor during a scheduled results review appointment. This approach allows your doctor to fully explain your results, address any questions or concerns, and provide the best course of action for your health.

Test results will only be discussed over the phone if specifically authorized by your doctor, as your well-being is our priority, and in-person consultations provide the most comprehensive support.

REPEAT PRESCRIPTIONS

For your safety and well-being, we strongly recommend scheduling an appointment with your doctor in advance if you require a repeat prescription. Repeat prescriptions will only be issued during a consultation with your doctor to ensure proper evaluation of your ongoing treatment and to address any health concerns.

RECALLS / REMINDERS SYSTEM

Our practice utilizes a computerized reminder and recall system powered by HotDoc to help manage appointments and follow-ups, including blood test results, health assessments, immunisations, pap smears, care plans, and more. A reminder SMS will be sent to you when these are due. In some cases, phone contact or a letter may also be issued for follow-up.

If you prefer not to receive reminders or recalls via SMS, phone, or mail, please inform our reception staff and provide an alternative communication method that suits your preferences.

PHONE AND EMAIL COMMUNICATIONS POLICY

When you call our practice, your call will be answered promptly and courteously. Any messages you leave will be passed on to the appropriate doctor or nurse, who will respond based on the urgency of the matter, as determined by the attending medical professional. If you have a query or message for the doctor, our staff will relay it via our internal messaging system. Please note that consultations will only be interrupted in the event of a life-threatening situation.

If you wish to contact us via email, please request the practice’s email address from our reception team. While email can be a convenient form of communication, we must caution that important clinical information may be missed, particularly time-sensitive details. Additionally, we advise patients to carefully consider the security risks of sending sensitive medical information via unencrypted email.

For time-critical matters, we strongly encourage you to contact the practice by phone or to schedule an appointment rather than using standard mail or email.

ACCESS TO YOUR HEALTH RECORDS

You have the right to access your personal medical information held by our practice. To do so, we will require approval from your doctor, and we will advise you to personally collect your records to ensure your privacy and security.

For your protection, we do not encourage sending medical records via email or post. If another healthcare provider requests your medical records, a signed consent form from you will be required to release this information.

MANAGEMENT OF YOUR HEALTH INFORMATION

At our practice, the privacy and security of your personal information are of utmost importance. We collect and store your personal information to provide you with the best possible healthcare services. This information is used primarily to manage your health and support the delivery of comprehensive care, including financial transactions, Medicare claims, practice audits, and staff training activities.

To ensure continuity of care, we may share selected personal health information with other healthcare providers involved in your treatment, such as hospitals, specialists, pathology providers, medical imaging services, pharmacists, dietitians, physiotherapists, and other allied health practitioners. Rest assured, only the information necessary for your treatment and care will be disclosed.

We take all necessary steps to safeguard your personal information, ensuring it is securely stored and accessed only by authorized individuals within our practice. Our commitment to the confidentiality and security of your records means that your information is handled with the highest level of care and protection.