At Crofton Medical Centre, we are committed to providing quality healthcare in a welcoming, respectful and supportive environment. The following information outlines our practice policies and services to help make your experience with us as straightforward as possible.
Accessibility & Patient Assistance
For patients who have difficulty using the front stairs, wheelchair and mobility access is available via the rear entrance. For patient privacy and security, this entrance remains locked. Please use the doorbell upon arrival, and our reception team will be happy to assist you.
We can also arrange Translation Interpreter Services (for non English speaking patients) for patients who require assistance communicating in English. Please advise reception if you require this service.
Medical Records & Transfers
If you are transferring to Crofton Medical Centre from another practice, please complete a Transfer of Medical Records form, available from reception.
If you are transferring to another medical practice, your new provider can arrange a records transfer request with your authorisation.
We aim to process all requests in a timely manner while maintaining the confidentiality and security of your health information.
Test Results & Follow-Up
All test results are reviewed by the requesting doctor. Patients will be contacted and recalled for a follow-up appointment when deemed necessary by their doctor.
If you have any questions or concerns regarding your results, an appointment with your doctor is required to discuss these further.
Preventative Health & Reminder System
Crofton Medical Centre is committed to preventative healthcare and early detection of health concerns. With your consent, we may include you in our reminder and recall system for services such as:
- Cervical screening
- Immunisations
- Routine blood tests and health assessments
- Chronic disease reviews
- Other recommended preventative health services
Certain health information may also be provided to relevant national or state health registers (e.g immunisation records), in accordance with applicable requirements.
If you do not wish to receive routine preventative health reminders, please advise your doctor or reception.
Telephone Enquiries & Email Communication
Telephone Communication
Our reception and nursing teams assist with telephone enquiries and will direct clinical matters to the appropriate staff member.
If you need to communicate information to your doctor, a message can be taken and forwarded for review. Calls will be returned when appropriate, in accordance with your doctor's instructions and availability.
Urgent clinical enquiries will be assessed and directed to the appropriate clinician.
Email Communication
Our practice email is available for non-urgent, administrative emails.
Emails are not monitored continuously and must not be used for urgent medical concerns.
Please telephone the practice for matters requiring prompt attention.
In a medical emergency, call 000.
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 the 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:
http://www.oaic.gov.au/privacy/privacy-act/australian-privacy-principle
My Health Record
My Health Record is Australia's secure online health record system, allowing patients and authorised healthcare providers to access important health information when needed.
Your record may include:
- Current medications and allergies
- Immunisation history
- Pathology and diagnostic imaging reports
- Hospital discharge summaries
- Other relevant medical information
My Health Record can help improve communication between healthcare providers and support continuity of care.
Patients can access and manage their My Health Record through their myGov account, including setting privacy and access controls.
For further information, visit My Health Record or speak with your doctor.
Patient Feedback & Complaints
At Crofton Medical Centre, we value patient feedback and are committed to continually improving our services.We welcome suggestions, compliments and concerns and encourage patients to share their experiences with us.
If you have any concerns regarding your care or experience at the practice, please speak with your doctor or our Practice Manager, Samuel Brisbane.Feedback can also be submitted by email or through the patient feedback boxes located in our waiting room.
We aim to address concerns respectfully, confidentially and in a timely manner.
External Complaints
If you feel your concerns have not been adequately addressed, or would prefer to discuss them with an independent organisation, you may contact:
Office of the Health Ombudsman (Queensland)
Phone: 133 646
Postal Address: PO Box 13281, George Street, Brisbane QLD 4003
Website: www.oho.qld.gov.au
The Office of the Health Ombudsman provides an independent avenue for raising concerns about healthcare services in Queensland.