Patient Info
APPOINTMENTSWe see patients by an appointment only system. You can book an appointment by calling us or booking online through our website. Any emergencies and urgent cases will triage by our staff and if required be fit in as a priority. A standard appointment is 10 minutes and allows for one issue. If you require a longer appointment please advise our reception staff. CANCELLATIONSIf you are unable to attend your appointment, please cancel your appointments at least 4 hours before to allow other patients who may need it. Multiple Did not attends (DNA) will be reviewed by management for further action. Our DNA POLICY is available on our website. | PRACTICE BILLINGSWe are a bulk-billing practice and offer complete bulk billing for all eligible patients. Veterans Affairs patients will also be bulk billed. If you are not registered with Medicare or if your consultation is not eligible for bulk-billing, you will incur a private fee which is payable in advance at the time of consultation. Please check with our reception staff for the cost of your consultation when booking your appointment. We accept cash, EFTPOS, and credit cards. SCRIPTSOur Doctors WILL NOT issue a script without an appointment with you. This includes repeat scripts as the Doctor would be required to review your current medical condition. We ask that you obtain your scripts during your consultation. | AFTER HOURSOur practice provides after hours care through a medical deputising service. If you require medical attention outside of our opening hours, please phone Hello Home Doctor Service on 134 100. A report of your consult will be sent to us the next business day to be reviewed by your GP. For all emergencies and urgent medical attention please call 000.
HOME VISITSOur Doctors offer home visits to regular patients when it is safe reasonable to do so. Home visits are offered to our regular patients who are too sick or frail to come to the practice, and if they live within 5 kms of the practice. This is arranged at a time convenient to our Doctors, usually during their lunch break or at the end of their day. It is best to phone early in the day if a home visit is required. |
GETTING RESULTSWhere pathology or radiology investigations have been ordered, you will generally need a follow-up appointment to discuss your results. If the doctor is concerned about your results, the nursing staff will contact you by phone or letter to book an appointment. Our staff cannot advise patients of their results.
| TELEPHONE BOOKINGSWe are now telehealth appointment ready and may provide telephone and video consults to regular patients. Telehealth is only available to regular patients that have been seen in the last 12 months. TELEPHONE CALLSWe do not to interrupt our Doctors during their consultation unless it has been deem an emergency. If it is not deemed to be an emergency, we would advise patients to book an appointment to discuss the matter with the Doctor. In some cases, the nurse or receptionist may be able to assist you. We may leave a message for your doctor to call you back as soon as possible. If your call is urgent, you will be put through to a clinical staff member immediately. | REMINDER SYSTEMOur practice is committed to preventive care. We offer a reminder system for pap smears, immunisations, blood tests and other preventive health services appropriate to your care. We use a SMS reminder system to remind you. If you do not wish to be part of this system, please advise our reception or nursing staff. |
INTERPRETER SERVICESNational Relay Service (NRS) For patients with a hearing impairment, an interpreter can be arranged. Translating and Interpreting Service (TIS) For patients who speak languages other than English, a phone interpreting service can be arranged free of charge, if required. Phone: 131 450 | MANANGING YOUR PERSONAL HEALTH INFORMATION / PRIVACY POLICYYour medical records are private and confidential. We are committed to maintaining the security of your personal health information at all times and we ensure that this information is only available to authorised members of staff. For further information, you can request for our Patient Privacy and Information Collection Policy from our reception staff. | FEEDBACK & COMPLAINTSWe aim to provide the best possible care in a friendly, efficient environment and we welcome your feedback and suggestions. If we can be of assistance at any time, or if you have any queries about our service, please do not hesitate to speak to our staff or practice manager who will be very pleased to assist you. However, if you feel a problem has not been properly acted upon, you may contact: The Office of the Health Ombudsman |
ELECTRONIC COMMUNICATIONElectronic communication (email) is available for general enquiries. Our reception’s email address is: admin@doctorsonmanlyroad.com.au Please do not email us to book or cancel an appointment as this is best dealt with over the phone. For any clinical advice or urgent matters please phone the practice. Your email messages will be monitored by our reception staff and we will try to respond to your email messages in a timely manner. Do not share medical information via email as it is a breach of privacy as email is monitored by both non-clinical and clinical staff. If your query is urgent, please call us on 07 3348 6111 to discuss the appropriate actions to be taken. |
|
|