general

HOME VISITS
We provide residential, aged care and nursing home visits to our existing patients who are in need of care and cannot come to the surgery. An appointment time will be made based on the urgency of problem and doctor availability after communication between receptionist and Duty doctor. The doctor will speak with the patient for circumstances where an urgent home visit is required.

CONSULTATION FEES
This practice charges a $18.4 gap for all private patients. Children under 16 years of age, Pensioners, Health Care Card holders, and Commonwealth Seniors Card holders (over 65) are all bulk billed. Visits that are Workers Compensation Claims, Third Party Claims and overseas visitors will be billed according to the AMA Schedule of Fees.  Skin cancer check up is charged a $32.4 gap.  Skin lesion removal is charged a $50 gap.

TELEPHONE CONSULTATIONS
For safety reasons, if there is a medical problem which requires discussion with the doctor we would appreciate you making an appointment to see your doctor. All enquiries can be made via the reception staff by leaving your name, telephone number and message. Your call will be returned with the appropriate advice or message at a later time. This may not be possible until after the end of the prevailing consulting session.

CERTIFICATES: SICKNESS & WORKERS COMPENSATION
If you require a certificate you will need to see the doctor on the same day. Post dated certificates will NOT be issued. Certificates will not be issued without consultation.

REPEAT PRESCRIPTIONS
A repeat prescription will not be issued without an appointment with the doctor. Before you attend any appointment please check your supply of medication and prescriptions so that any scripts required can be written during the consultation. Medications can have side effects or be ineffective. They, therefore, require a periodic reassessment by the doctor. Government regulations limit the number of repeats available on scripts to ensure that these assessments are carried out.

SPECIALIST REFERRALS
If you require a referral to a specialist it is important that you see the doctor BEFORE making the appointment. Copies of referrals will only be issued with appropriate notice. No referrals will be written without an appointment.

PATHOLOGY / XRAY RESULTS
Because of patient safety and privacy reasons it is important to make a follow-up appointment to discuss all results. Results WILL NOT be given over the telephone by receptionists. Under special circumstances, doctors can discuss results with the patient to give advice i.e. INR and warfarin results.

PATIENT FEEDBACK
From time to time this practice invites patients to complete a questionnaire of their views of the practice and how it could be improved. These surveys are completely confidential and help us improve our services.
This practice is committed to providing a comprehensive general practice to individuals and families in this community. All patient consultations and medical records are strictly confidential. Our practice follows the ethical code of the Australian Medical Association.

SPECIAL EXAMINATIONS & LONGER CONSULTATIONS
Medicals for insurance, pre-employment and heavy vehicle licences etc – please note that these visits are not covered by Medicare and payment will be the responsibility of the patient on the day of consultation. Six-week postnatal checks, pap smears, new patients, multiple medical issues and counselling require a longer consultation. Please advise staff when booking these appointments so that the appropriate time can be allocated.

PRIVACY IN PRACTICE POLICY
As of 21.12.01, the privacy laws in Australia were amended. Patients may have access to their medical records. If you require access to your medical records please book an appointment with the doctor so that any areas of concern can be explained in full. This practice will at all times follow the Privacy Act and how it affects you, please feel free to take the literature provided in the waiting room.
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.

HEALTH COMPLAINT
If you are unhappy with any aspect of the care you receive from this practice we are keen to know about your concerns. Please feel free to talk to Dr Mark Le, Dr Hannah Le, Dr Ramzan Azis and Silvana about any problems you have with the services that we provide. We take your concerns seriously and believe that any problems are best dealt with within the practice. Indeed, we want to know if you are concerned about any aspect of your service. However, if you feel there is a problem that requires outside attention you could contact :
National medical board (AHPRA) Website – ahpra.gov.au.  ph:  1300419495
Australian Medical Association Website – ama.com.au  ph:  83610100
Royal Australian College of GP Website – racgp.org.au. ph: 1800472247

REMINDER SYSTEM
This practice uses a “Recall and Reminder” system to provide preventive care for our patients. The recall system involves being contacted when it is time for such things as skin cancer checks, diabetes reviews, pap smear and childhood immunisations etc.

GENERAL INFORMATION
It is important that we have your updated address, home & work phone number on your record.

At times we may have a medical student at the rooms. You will be advised if this is the case when you book an appointment and you will have the right to request for the student not to be present during your consultation.

At times information is used to complete clinical audits/trials for further education. Personal information is not used to complete these trials. If you have any concerns regarding this please speak to any staff member. If personal data is required your doctor will discuss this with you and obtain your consent before proceeding.

ANY QUERIES: Please contact Silvana,  Natasha, Denise or Maria at reception.

THANK YOU