Please inform our reception staff if your current contact details have changed so that your information in our system can be updated. This includes home phone number, Mobile number, address, Medicare card details, Pension card details, next of kin and any other relevant information.
We encourage patients to identify their cultural status to us so that we can do our best to offer any specialised services available, particularly as part of The Closing Gap Health Initiative in Australian Health Policy for Aboriginal and Torres Strait Islander peoples.
Language and Interpreter Services
If English is not your preferred language or you are deaf, you may require an interpreter. Please advise the receptionist at the time of making your appointment if an interpreter is required, your preferred language and dialect, or for deaf patients whether an Auslan sign interpreter is required.
Your doctor is obligated to review patients with abnormal test results or if further assessment is recommended. Even patients with normal test results may need a follow up consultation in order to assess the medical problem further, particularly if it has not resolved. If you receive notification to attend for a recall visit, please contact our reception staff to book an appointment with your doctor.
If your symptoms are not settling or if they are worsening, it is recommended that you make another appointment to see the doctor.
Repeat Prescriptions and Referrals
An appointment is necessary to review a medical condition prior to the issuing of repeat prescriptions or ongoing referrals. This is not only to satisfy medico-legal obligations but also to ensure optimal patient management and treatment.
All results can be discussed by making an appointment with your doctor. Reception staff are not medically trained to be able to provide or discuss specific results, but may be able to relay the doctor’s comments. Doctors will notify patients by telephone if a result requires urgent attention.
For results of x-rays or scans patients need to make a follow-up appointment with the doctor who referred them for the tests.
The practice is committed to preventative care. We ask your permission for you to be included in our reminder system. As part of this reminder system, you will receive reminders for pap smears, immunisations, blood pressure checks, skin cancer checks and health assessments if they are recommended by your doctor. If you do not want to be part of this system, please advise the doctor or the receptionist.
SMS Appointment Reminders
Our practice software sends out automatic SMS text reminder messages to patient’s mobile phones the day before a scheduled long appointment or procedure as well as for our Allied health and Psychologist appointments. If you do not want to be part of this system, please advise our receptionists.
Our doctors prefer not to be interrupted during consultations, except for emergencies. The receptionist will take a message from you and relay them to your doctor when they are available. It is recommended that for medical matters that are of concern to patients that an appointment is made with the doctor in order to assess and manage the condition appropriately.
Change of Address or Custody
Changes in you address or contact details should be provided to our receptionist when attending the practice. It is requested that if there are any changes in child custody arrangements that court documentation is provided to the doctor at the time of the consultation.
Our practice uses a computerised medical record system to record your personal information and medical information, and has engaged a dedicated IT provider to maintain our computer systems. The practice has installed a 24 hour security system to ensure the security of the premises.
This practice submits patient data to various disease specific registers (cervical, breast, and bowel screening registers) to assist with preventative health management with patient consent.
Medical records are the property of the practice. Patients have the right to access their medical records under the Privacy Act 1988 and the Health Records Act 2001 (Vic). Only written requests on the appropriate practice form for access to medical records will be accepted.
Despite our best intentions, complaints may arise. Our practice deals with complaints in a courteous and understanding manner. Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback. We welcome your suggestion on how we can improve the practice, so please feel free to speak to the practice manager or receptionist. If there are more serious complaints, it is preferable to write to the practice manager outlining the problem. If there is a need to make a formal complaint, please contact the Health Care Complaints Commission’s inquiry service toll free 1800 136 066.
Quality Improvement Activities and Initiative
The practice engages in quality improvement activities in several ways, and we update our practice policy and procedures in line with the guidelines provided by professional organisations and from suggestions provided by patients.
In particular the practice seeks and responds to patient feedback on their experience of the practice to support quality improvement activities. We have a suggestion box at reception for patients to confidentially provide feedback. The practice also uses anonymous paper based patient questionnaires on occasion in order to get patient feedback. Patients are also encouraged to provide their doctor and our reception staff face to face feedback during their visit. Patients are also encouraged to provide their doctor and our reception staff face to face feedback during their visit.
As a result of the input from patient feedback, the practice has instituted several changes that have improved the service we provide to patients including:
- Expanding the services offered at the clinic,
- Recruiting allied health professionals (including a psychologist, dietitian, diabetic educator, podiatrist and pathology collection) to provide services at the clinic,
- Calling patients if the doctor is running late by over 30 minutes,
- online with information about any new services offered at the practice,
- Online bookings on our website for existing patients of the practice,
- SMS notifications and confirmations of appointment for patients who have given consent for SMS messaging,
- SMS recalls and reminders for patients who have given consent for SMS messaging,
- Health reminders in regards to preventative health measures when patients make an online appointment or confirm an appointment,
- Home visits by doctors at the practice, Aged care facility visits by doctors at the practice
Our treating doctors keep medical records on computer, and all the doctors in our clinic can access these if required.
Pathology and radiology results are imported directly.
Immunisations are transmitted immediately to the Australian Immunisation Register.
Prescriptions are generated in a printed, crosschecked format, which reduces errors by doctor or chemist.
Computer security is maintained by the use of a secure off-site server, protected by firewalls. Files are backed up every night.
Our staff are able to assist with enquiries about the new MyHealthRecord.
Clinic Policy Regarding Cancelling Appointments
If you are unable to attend your appointment, please let us know as soon as possible. This will then allow us to offer the cancelled appointment to other patients. We often have patients on our cancellation list waiting for earlier appointments. The clinic will not continue to offer appointments to patients who fail to notify us of their non-attendance.
All information given to your doctor, either verbally or in writing, is treated in the strictest confidence. Patient medical records are confidential documents and may be provided to another person, only with the consent of the patient or on the order of a court.It is the policy of the practice to maintain security of personal health information at all times and to ensure that this information is only available to authorized members of staff.
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