Patient Infomation

AFTER HOURS SERVICE

We have a written agreement with Home Doctor Services to provide care outside consulting hours. This organisation is accredited and provides high quality care. PH: 9429 5677/13 SICK.

INTERPRETER ASSISTANCE

Upon request an Interpreter Service can be arranged for on-site or telephone assistance.

HEARING & SPEECH ASSISTANCE

If required, the assistance of the National Relay Service for our Hearing and Speech Impaired patients can be arranged. Please try give 24 – 48 hours’ notice if required.

PRESENCE OF A THIRD PARTY

If you do not wish to be accompanied during your consultations by a third party e.g. relative or friend, please inform the Doctor of our reception staffs.

SERVICES

Most aspects of General Practice are covered including Immunisation, Pre-employment and Insurance Medicals and minor procedures.

Any forms requiring the doctor to complete, without the need of a consultation, may be left at reception.

Please be aware that a delay of 3-4 days is required.

APPOINTMENTS

It is preferred that appointments are made in order to ensure the sessions run smoothly and patients obtain the best attention.

However, in general, patients without an appointment may be fitted in unless other constraints apply.

Urgent Consultations will be dealt with immediately.

Long Consultations are available on request.

Short Consultations for scripts, certificates, referrals etc. are available on request.

Walk in: Patients who walk in without an appointment will be seen between appointments as long as they are willing to wait.

Covid-19 Telehealth Consultations: Patients who have been seen face to face within 1 year are eligible for a Telehealth consultation

TELEPHONE CONSULTATIONS

It will usually not be possible to speak to the Doctor unless it is between consultations.

Please be assured that all calls will be returned at the end of the session.

Telephone consultations are generally fraught with danger. Patients are encouraged to attend the Clinic- unless the matter is simple or urgent.

All Urgent enquiries will be dealt with as Doctor deems appropriate.

SURGICAL INSTRUMENTS

The clinic uses single use (disposable) Instruments and has onsite sterilizer.

HYGIENE MATTERS

This Clinic has a Strict NO Smoking Policy.

Management of Patient Information

Please be aware of how this practice uses the information collected from your Personal Health Summary and Record:

  • To communicate relevant information with other treating doctors, specialists or allied health professionals.
  • To follow up reminder/recall notices.
  • For accounting, Medicare and health insurance procedures.
  • For Quality Assurance activities, e.g. Accreditation.
  • To notify any Infectious Disease.
  • To comply with Court of Law Request, e.g. subpoena.
  • To aid in Research Purposes (patient identity undisclosed)

At all times the strictest possible care is taken to ensure patient confidentiality. This includes not revealing results of investigations to anyone except the patient concerned, and the screening of all clinical records.

All medical information is stored securely within separate computer based or paper based files for each patient. Any patient record/information being disposed of is shredded.

If you have any concerns or wish to restrict access to your personal health information, please discuss this with the Doctor.

PRESCRIPTIONS

Patients must attend the clinic or speak to their regular GP for all prescriptions.

HOME VISITS

Home visiting is available to patients who have attended the medical centre within the previous 12 months. Home visiting and after-hours attendances are provided by National Home Doctor Service by calling on 137425. Your request for afterhours home visit consultation will be triaged by the call centre prior to any attendance.

RESULTS OF TEST

Patients are required to make a return appointment to follow up for their results of all investigations and follow-ups.
Our practice will advise and follow up for any clinically significant results by SMS or telephone or mail.

INSURANCE – Examinations & Medicals

Examinations and Medicals can be arranged by appointment. Please advise receptionist in advance.

REMINDER SYSTEM

This Surgery has a reminder system available. Patients are advised by mail or SMS of their ‘Recall Reminder’. Should you wish to be included, please advise the Doctor or reception staff. We also participate in the use of registers in national/state reminder systems. We may issue you with a reminder notice from time to time as appropriate

10 TIPS FOR SAFER HEALTH CARE

  1. Be actively involved in your own health care.
  2. Speak up if you have any questions or concerns.
  3. Learn more about your condition or treatments.
  4. Keep a list of all the medicines you are taking.
  5. Make sure you understand the medication you are taking.
  6. Get the results of any test or procedures.
  7. Talk about your options if you need to go in to hospital.
  8. Make sure you understand what will happen if you need surgery or a procedure.
  9. Make sure your Doctor, and your surgeon all agree on exactly what will be done.
  10. Before leaving hospital, ask your health care professional to explain the treatment plan you will use at home.

ACCESS TO YOUR HEALTH INFORMATION

Under the Health Records Act you have the right to access the information collected about you except in circumstances where access might legitimately be withheld.

COMPLAINTS

The Doctor is more than happy to listen to complaints, either directly or through staff. If the matter cannot be resolved after a reasoned discussion further action may be taken by contacting either of the following

Health Services Commission
570 Bourke St, Melbourne, 3000. Ph: 03 8601 5200

Medical Practitioners Board
150 Lonsdale St, Melbourne, 3000. Ph: 03 9605 0500

PATIENT FEEDBACK

As part of our commitment to continue providing quality care, a ‘Suggestion box’ has been placed in the waiting room. Your suggestions or comments will be welcomed.


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