Policies


Appointment and Cancellation Policy

Please phone us as soon as possible if you cannot keep an appointment.

The practice also provides an online booking service and the link is posted on the homepage of the website and in the menu bar.

Its not always easy to predict complex and time consuming problems when an appointment is made, but if you feel the time will require 30 minutes or longer, please inform our staff when you ring or book. Examples include a first antenatal visit, employment medical, a severe or complex problem, or a significant mental health situation. We try to deal with important problems comprehensively, and this at times impacts on the schedule.
Waiting time delays are best reduced by

  1. Being efficient in time use in the consultation (as this impacts on those who follow)
  2. Ringing half an hour before your consultation to check how the doctors are going
  3. Booking in the first few appointments of the morning or the afternoon

All patients with urgent/life threatening problems (such as severe asthma, chest pain, fractures) will be seen.

Privacy Policy

Your medical records are kept undisclosed and private under strict guidelines at all times. As the practice is gradually changing to fully computerised service, the clinical software that GP's use are password protected. If you the patient require information from nurses or reception staff about your private health matters - the receptionist/nurse staff member will ask you do they have your permission to open your file to be able to assist you. If another medical body requires information about you, this practice will ask you to sign a consent form stating that you give your permission for information to be forwarded onto another party.

Doctors in this practice occasionally take part in clinical audits that help them improve the quality of care they provide to you.

During a clinic audit, the doctor records information about the treatment of patients with a particular illness. None of this health information can identify the patient.

Your doctor may participate in clinical audits on medicines run by the National Prescribing Service (NPS). Please be assured by this practice and NPS that all information collected, used and stored remains anonymous to comply with the National Privacy Principles contained in the Privacy Act 1988 (Cwth).

If a third party ie. registrar or medical student need to gain access - again you are asked to sign a consent form to allow this. If you require access to your records, you will need to make appointment with your GP and view your records and if you require copies, the GP will print off them for you.

If transferring information to another medical practice, it is only done after you have signed a patient transfer of notes form from the other surgery and then staff copy it and post to the other medical practice.

If you have any delicate matters to discuss over the phone, staff will retreat to the back office or go to another room. If you require privacy at the front desk, our staff will take you to another room where you will be assisted away from front counter. If you have a complaint about a privacy matter, please write a letter to the Practice Principals and an outcome will be addressed.

The policy of this practice is to keep original documents for seven years and then dispose of them by way of a confidential document disposal bin, children under 18 records are kept for 7 years after they turn 18 and then disposed of in a confidential document disposal bin.

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