Practice Policies

Telephone Calls

During consultation hours if you need to speak to the doctor on a non urgent matter a message may be left for the doctor to return your call.  If you feel the need to speak to the doctor urgently during consultation time or the doctor has asked you to ring during that time please let the receptionist know and she can then inform the doctor.

Scripts

We ask where possible that you try to obtain your scripts during your consultation and to make your next appointment before you run out of your medications.  This enables the doctor to check your medical condition for which the script is required.  Should you require a routine script at short notice and you have seen the doctor recently you have the option of either making an appointment with a nurse or if you don’t want an appointment the script will be done at a charge of $15.00.

Results

Your doctor may ask you to return for the results of a test rather than ring for the results.  At other times your doctor will think it is appropriate to give the results over the phone.  In such cases you can ring and the receptionist can advise you of the result as per a comment left by your doctor and your doctor will speak to you personally where indicated.

Reminder System

Our practice is committed to preventative care.   We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care.  If you do not wish to be a part of this system please let your doctor, nurse or receptionist know.

Smoking Policy

This practice has a no smoking policy.

Patient Feedback

From time to time this practice invites patients to complete a questionnaire on their views of the practice and how it could be improved.  These surveys are completely confidential and help us improve our services.  If you are unhappy with any aspect of the care you receive from this practice we are keen to know about it.  Please feel free to talk to your doctor or the receptionist about any problems you have with the service we provide, or put any comments in the suggestion box in the waiting room.

Management of Patient Health Information

This practice is committed to providing comprehensive general practice to all individuals and families in this community.  We adhere to the AMA Code of Ethic.  Copies are available on request.

The practice is bound by the Australian Privacy Principles.  These Principles set the standards for the way we handle personal information collected by our patients.  Your medical record is a confidential document.  It is the policy of the practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.  Our staff are bound by strict confidentiality requirements as a condition of employment.  Full details of our Privacy Policy & Collection Statement is on display at reception.

Accessing Your Medical Records

As of 21 December 2001 all patients have rights of access to health information about them.  Accessing your health information will involve more work for our staff.  We advise that a procedure has been developed to ensure that all requests are dealt with as fairly and efficiently as possible.

Should you wish to access this information we refer you to our handout entitled “accessing your medical record”.  Please enquire at reception.

Your Rights

If you have a problem we would like to hear about it.  Please feel free to talk to your doctor or the receptionist.  You may prefer to write to us or use our suggestion box.  We believe that problems are best dealt within the practice.  Indeed we want to know if you are concerned about any aspect of our service.  However if you feel there is a problem you wish to take up externally there is the option of contacting the NSW Government centre for handling complaints.  The address is:

Health Care Complaints Commission

Locked Mail Bag 18

Strawberry Hills  NSW  2012

Telephone: 9219 7444

Email:  hccc@hccc.nsw.gov.au

Website:  www.hccc.nsw.gov.au