Other Information

Test Results

It is the patients’ responsibility to follow up on all of their test results. Patients should make a GP appointment to discuss their test results. Reception staff can not discuss results by phone or in person. In the circumstance of significant urgent results, patients may be contacted by the doctor prior to an appointment.

Home Visits

If you lack mobility or are too sick or to attend the medical centre, a home visit can be arranged for our regular clients, please call our reception to discuss.

Telephone Policy

Usually, doctors cannot take you phone call directly. Our receptionist will take your details and will only interrupt a consultation if the problem is urgent. Only a member of the medical or clinical team can provide treatment or advice over the telephone, a consultation fee may be incurred for the telephone consultation.

Reminder and Recall System

We are committed to providing continuous and preventative healthcare to our patients. We use a recall and reminder system. Reminders and recalls will be sent by SMS, email, phone call or letter. If you do not wish to be a part of the recall and reminder system, please let your doctor know.

Feedback

We value any positive or negative feedback. Please direct any feedback or complaint to the practice manager. If your complaint is not resolved you may contact the Health Complaints Commissioner on 1300 582 113.

Privacy policy and medical record confidentiality

We are committed to maintain and protect our patients’ privacy. We have a privacy policy in compliance with the Health Privacy Principles and National Privacy Principles as set out in the Health Records Act (Victoria 2001), The Privacy Act (Commonwealth 1988) and Privacy Amendment (Enhancing Privacy Protection) Act 2012. You may request our full privacy policy from the reception. Our patients’ electronic health information is only accessible by authorized medical staff for the intended purposes and all hard copies are disposed of securely. You can request a health summary for your own health record.

Email Policy
Email is not a secure messaging system. Therefore, it is not recommended for patients, service providers and organisations to email private or clinical information to us. Our team is not able to provide medical advice via email and does not respond to emails sent from our clients. Please call our reception to make an appointment with our practitioners.