Patient Info
APPOINTMENTSWe run by an appointment system. You can make an appointment by calling us on 07 3348 6111 or booking online through our website. Emergencies and urgent cases/walk ins will be seen on the day as a priority. If you walk in for a non-urgent matter, we may request for you to come in another day if the doctors are fully booked. A standard appointment is 10 minutes. If you require a longer appointment please advise our receptionists. The doctors will try to run on time. However due to unforeseen circumstances such as an emergency, delays can sometimes occur. Your patience would be appreciated if this should happen before your appointment. CANCELLATIONSIf you are unable to attend your appointment, please provide us as much notice as possible (where possible a minimum of 4 hours notice). | PRACTICE BILLINGSWe are a bulk-billing practice and offer complete bulk billing for eligible Medicare 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 fee which is payable at the time of consultation. Please check with our receptionists for the cost of your consultation when booking your appointment. We accept cash, EFTPOS, and credit cards. SCRIPTSDoctors will not issue a script without an appointment with you, and this includes repeat scripts. We ask that you obtain your scripts during your consultation. If you need repeat scripts, we ask that you make an appointment to see your doctor so that the medical condition for which the scripts are written can be checked. | AFTER HOURSWe team with Hello Home Doctor Service to ensure our patients have quality medical care available 24 hours a day, 365 days a year. If you require medical attention outside of our opening hours, please phone Hello Home Doctor Service on 134 100. If you are seen by a Home Doctor, a report of your visit will be faxed to us for inclusion in your records, the next day. For all emergencies and urgent medical attention please call 000, or report directly to your nearest hospital. |
GETTING RESULTSPlease discuss with your Doctor when to expect the results of any tests or procedures and how you can get them. Always contact us to get your results as we may not always be able to reach you, especially if you have moved and your contact information has not been updated. If your doctor needs to follow up with you to further discuss results, our nurses will attempt to call you by phone to schedule an appointment. | TELEPHONE CALLSReceptionists are very busy early in the morning with patients making appointments. We would appreciate patients who have non-urgent queries to phone later in the morning. We try not to interrupt the Doctors while in a consultation. Due to the time involved in handling each phone call, and the disruption to patients’ consultation, the nature of your queries will always be discussed with the reception staff first. In some cases, the nurse or receptionist may be able to assist you. We may leave a message for your Doctors to call you back as soon as possible. If your call is urgent you will be put through to a clinical staff member.
| 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 is available through our receptionists’ email address: admin@doctorsonmanlyroad.com.au Your email messages will be checked by our staff and forwarded to the Doctors where appropriate. We will try to respond to your email messages in a timely manner. Please DO NOT use the email address for booking or cancelling of your appointments, and urgent matters. If your query is urgent, please call us on 07 3348 6111 to discuss the appropriate actions to be taken. |