GENERAL
A ramp is available at the back door for use by people who are unable to use the front stairs. This is not for general use, as the back door is kept locked for privacy. There is a doorbell at the back door. Please let our receptionists know if you require assistance while at the surgery.
Our practice can provide Translation Interpreter Services (for non English speaking patients) and National Relay Services (for hearing impaired patients). These services are available upon request.
If you wish to transfer your medical records from previous practices, please complete a ‘Transfer of Medical Records’ form. If you wish to transfer your records to another practice, please complete your new practices ‘Transfer of Medical Records’ form and we will action it in a timely manner.
Results may be given over the phone by clinical staff only on instruction from the Doctor. If patients wish to discuss their results, an appointment, with the referring doctor, is required to be made.
- Authority scripts require an appointment, there will be no phone requests accepted for this service.
- Paperwork – all forms, e.g. Travel Subsidy, medical reports, DVA requests, etc. require an appointment.
REMINDER SYSTEM
Our practice is committed to preventative care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice for Cervical Screening Tests, immunisations, blood tests and other preventitive health services appropriate to your care. Some information may also be transferred to national registers (eg. immunisation data) or state and territory based systems (eg. cervical screening or familial cancer registries) in order to improve care. If you do not wish to be part of this system please let your doctor or our receptionists know in writing.
TELEPHONE CALLS & EMAILS
If you need to contact your doctor, your call will be triaged by our friendly reception or nursing staff. If your call is urgent, you will be transferred through to the appropriate doctor or nurse. Messages may be left for the attention of the doctor and will be returned as soon as possible, as per the doctors instructions.
Our practice email is available to patients for non clinical, non urgent matters or if you wish to make a suggestion, compliment or complaint. Our email is checked by our reception staff, who will reply to your email within an appropriate time frame. Please not that due to Australian Privacy Laws, email is not our preferred method of contact.
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
eHEALTH
What is an eHealth record? An eHealth record is a secure electronic record that contains a summary of your health information, including medications you are currently taking, your known allergies and your emergency information. You can add information to it and you can allow health care professionals to view this information and to add new information. This allows you greater involvement and better access to your health care information.
How do i get an eHealth record? Please speak to your doctor about your eHealth record.
For more information please visit: ehealth.gov.au
PATIENT FEEDBACK
If you are unhappy with any aspect of the care you receive at this practice we would like to know about it. Please feel free to talk to our doctors or Natasha our Practice Manager, about any problems you may experience. Suggestions, compliments and complaints can also be emailed or placed in the Patient Feedback Boxes located in both waiting rooms.
If you wish to take the matter further or feel you need to discuss details outside of the surgery, please contact:
OFFICE OF THE HEALTH OMBUDSMAN
PO BOX 13281, GEORGE STREET, BRISBANE, QLD 4003
PHONE: 133 646