The doctors will take phone calls relating to your health, however staff will advise you of a time convenient for the doctor as giving advice without consultation is not considered safe medicine in many instances. Doctors will advise you when they expect results to arrive at the practice. Results may be given over the phone by staff only on instruction from the Doctor. If patients wish to discuss their results, they must make an appointment.
- Authority scripts require an appointment, there will be no phone requests accepted for this service.
- Paperwork – all forms, e.g. Travel Subsidy, medical reports, DVA requests, etc. require an appointment.
A ramp is available at the back door for use by people who are unable to use the front stairs. This is not for general use, as the back door is kept locked for privacy. Please let our receptionists know if you require assistance while at the surgery.
Our practice has systems in place where Translation Interpreter Services and National Relay Services (for hearing impaired) are available upon request.
If you wish to transfer records from other practices, please complete the ‘Transfer of Medical Records’ form. If you wish to transfer your records to another practice, please complete your new practices ‘Transfer of Medical Records’ form and we will action it in a timely manner.
Our practice is committed to preventative care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice for Cervical Screening Tests, immunisations, blood tests and other preventitive health services appropriate to your care. Some information may also be transferred to national registers (eg. immunisation data) or state and territory based systems (eg. cervical screening or familial cancer registries) in order to improve care. If you do not wish to be part of this system please let your doctor or receptionist know in writing.
TELEPHONE CALLS & EMAILS
Your doctor is available by telephone. However, calls to the doctor can inconvenience patients that are in consultation with the doctor. Your call will be triaged by our friendly reception staff. If your call is urgent, you will be transferred through to the appropriate doctor. Messages may be left for the attention of the doctor and will be returned as soon as possible.
Our practice email is available to all patients if you have a non urgent matter or wish to make an appointment, please email our reception staff who will reply to your email within an appropriate time frame. Please not that due to Australian Privacy Laws, email is not our preferred method of contact.
PERSONAL HEALTH INFORMATION
Your Personal Health Information and your Medical Record may be collected, used and disclosed for the following reasons:
- For communicating relevant information with other treating doctors, specialists or allied health professionals
- For follow up reminder / recall notices (e.g. mail, telephone – if you do not want to be a part of this service please inform us in writing)
- For National/State or territory registers (e.g. Immunisation data)
- For State/Territory reminder systems, (e.g. cervical screening - reminders or cancer registries).
- Accounting / Medicare / Health Insurance procedures
- Quality Assurance activities such as accreditation
- For disease notification as required by law (e.g. infectious diseases)
- For use by all doctors/nurses in this practice when consulting with you
- For legal related disclosure as required by a court of law (e.g. subpoena, court order, suspected child abuse)
- For research purposes (de-identified, meaning you are not able to be identified from the information given)
If you have any concerns or wish to restrict access to your personal health information please discuss these with your doctor or receptionist. This practice adheres to principles of the RACGP Handbook for the Management of Health Information in Private Medical Practice and has a written policy, which is available to all patients for inspection.
MANAGEMENT OF PERSONAL HEALTH INFORMATION
Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the Australian Privacy Principles available at:
What is an eHealth record? An eHealth record is a secure electronic record that contains a summary of your health information, including medications you are currently taking, your known allergies and your emergency information. You can add information to it and you can allow health care professionals to view this information and to add new information. This allows you greater involvement and better access to your health care information.
How do i get an eHealth record? Our staff at this practice can help you to register for an eHealth record and show you how to put it to use.
For more information please visit: ehealth.gov.au
If you are unhappy with any aspect of the care you receive at this practice we would like to know about it. Please feel free to talk to doctors or our Practice Manager about any problems you may experience, and suggestions, compliments and complaints can be placed in the Patient Feedback Boxes located in both waiting rooms.
If you wish to take the matter further or feel you need to discuss details outside of the surgery, please contact:
OFFICE OF THE HEALTH OMBUDSMAN
PO BOX 13281, GEORGE STREET, BRISBANE, QLD 4003
PHONE: 133 646