PRACTICE POLICY

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RESULTS

Please always book an appointment with your doctor to discuss results and further management plans.
Please do not assume results are normal if you don't receive any call or message from us.

REMINDER SYSTEM

Our practice uses a computerised automated reminder system that regularly sends SMS / phone calls and sometimes letters to remind you of due tests or to offer you preventative health services.
Please update our reception staff or your doctors if there is any change in you contact address or phone numbers (as well as any changes to your Medicare card and Health Care card details).
If you do not wish to participate in this system please let your doctor or reception know.

MEDICAL CERTIFICATES

Patients must be seen in order to be issued with a medical certificate.
The certificate will include the date(s) on which the patient is unfit for work or school and the date on which the certificate is issued.
A statutory declaration form can be provided if a patient could not attend on the day the patient was unwell. 

CONTACTING YOUR DOCTORS

Regular patients may contact their Doctors in our practice during office hours if there is an important matter. However if the doctor is with a patient, a message will be taken and the reception staff will advise you when your call will be returned.

TRANSFERRING RECORDS

If you wish to have your medical record transferred to another practice, your signed consent requesting such transfer must be received from another medical practitioner.
Depending on the size and complexity of your file, a fee may be charged for copying, collating and sending the record on your behalf.

Anti Discriminatiory Policy

Under discrimination law, it is unlawful to treat a person less favourably on the basis of particular protected attributes such as a person’s sex, race, disability or age. Treating a person less favourably can include harassing or bullying a person. The law also has specific provisions relating to sexual harassment, racial hatred and disability harassment.

This practice does not discriminate on the basis of:

  • Race (including colour, nationality and ethnic origin)
  • Family status including marital status or responsibilities as a carer
  • Sexual orientation and lawful sexual activity
  • Age
  • Gender and gender identity
  • Physical features
  • Political opinions or activity
  • Religious beliefs or activity
  • Breastfeeding
  • Impairment including physical, intellectual or psychiatric
  • Pregnancy or potential pregnancy
  • Criminal record
  • Union membership or industrial activity, and/or
  • Personal association with a person with any of the above characteristics.

Any behaviour which is discriminatory is unacceptable in this practice. Discriminatory behaviour will lead to disciplinary action and may result in termination of employment or contract.

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Here’s something to keep in mind

1.Our Practice has ZERO TOLLERANCE

2.We say NO with Aggressive Patients.

3.Doctors have a right for not seeing patients due to some special circumstances

(Doctor shopping, Request Addicted drugs, Conflicts of interest…).

 

 

 

 

Patient rights

  1. Our practice respects the rights and needs of all patients. Procedure No patient is refused access to clinical assessment or medical treatment on the basis of gender, race, disability, Aboriginality, age, religion, ethnicity, beliefs, sexual preference or medical condition. Provisions are implemented to ensure patients with a disability can access our services. The practice identifies important/significant cultural groups within our practice including non-English speaking background patients, religious groups and those of Aboriginal and/or Torres Strait Islander background. We endeavour to continue to develop any strategies required to meet their needs. Our practice provides respectful care at all times and is mindful of our patients’ personal dignity. We have a plan in place to respectfully manage patients in distress. Visual and auditory privacy for patients is provided in the waiting room and during the consultation. The waiting room provides a television to assist patient auditory privacy. Each consulting and treatment room has a curtain around the examination bed for patient privacy, and the doors to the consulting rooms are closed for each consultation. Patient privacy and confidentiality is assured for consultations and in medical and accounts records, appointments, telephone calls and electronic media including computer information. Our practice does not leave patient information in any format in areas of the practice or surrounds that would allow unauthorised access. All members of our practice team sign a privacy agreement upon acceptance of work, and risk immediate dismissal should a breach of this agreement occur. Information no longer required that contains any reference to patients, including diagnosis reports, specialist letters, accounts etc. is securely disposed of via shredding. Patients have a right to access their personal health information and may request to view their record or obtain a copy. Our privacy policy for the management of health information is displayed in the waiting room and also on the practice information sheet and practice website, and is readily presented to anyone who asks. This policy includes information about the type of information and data this practice collects, how we collect it, use it and protect it, and to whom we may disclose it to Patients have the right to refuse any treatment, advice or procedure. Our general practitioners discuss all aspects of treatment and will offer alternatives should a patient seek another medical opinion. For ongoing management of patients should they leave the area, our general practitioners will ask for the forwarding practitioner/practice address and facilitate a transfer of health information. A copy of the patient’s health record or health summary will be sent directly to the new location via patient pickup, facsimile and registered post.
  2. This practice acknowledges a patient’s right to complain. We provide mechanisms to ensure that this feedback, as well as positive comments and suggestions, are freely received and implemented where possible. Patients are provided with sufficient information about the purpose, importance, benefits, risks and possible costs associated with proposed investigations, referrals or treatments to enable patients to make informed decisions about their health. Patients are provided with adequate information about our practice to facilitate access to care including our arrangements for care outside our normal opening hours. Our practice participates in Medical student training program and regularly has medical students on-site; patients are advised of this with a notice in the waiting room. If undergraduate students are on practice placement and observe patient consultations, the patient is asked for their prior consent to the presence of this third party and this consent is documented in their health record. Patient consent is also sought for participation in our health reminder systems and any research projects we may participate in. Patients are advised that any prior consent given can be withdrawn at any time.

  3. Please feel free to talk to your doctor or reception staff if you have a problem. You can also write to us or send us a message. We take your concerns, suggestions and complaints seriously.
    If you are not satisfied with our response you can contact the Health Service Commissioner on (03) 8601 5200.