Patient Information

Appointments and waiting time: 

Consultation is by appointment and we request that patients report to reception staff upon arrival, self-check-in on our practice iPad or use the booking app to confirm that you have arrived.  Despite our best intentions, we sometimes may run late!  This is because someone has needed unexpected urgent attention. We appreciate your consideration in this matter and assure you that when it comes to your turn the Doctor will give you the time you deserve.

If you are running late for an appointment, please be courteous of others and contact the practice to cancel or change your appointment. If you do not attend your appointment or do not notify us within one hour of your scheduled appointment, a bill may be issued without prior warning. This bill will be equivalent to a $40.00 fee and can not be claimed through Medicare.

If you need to see the Doctor for more complex issues, please indicate this to the receptionist so that a longer appointment can be made.

 

Walk-in appointments:

If you need to see a Doctor and can not make an appointment, we will try our best to accommodate you. Wait times may vary and where possible bookings will be made with your usual GP or the next available GP.

URGENT Appointments:

Will be triaged by our Receptionists and if required referred to our Practice Nurse.

For continuity of care, our staff make every effort to make an appointment with your usual Doctor, however, sometimes this is not possible if your Doctor is not available.  An alternative Doctor will be offered and if this is not satisfactory an alternative appointment date will be given when your Doctor is back on duty.

Telehealth Appointments:

Telehealth appointments are available at our practice, this type of appointment is privately billed. No rebate is available. 

Accreditation:

Our Practice proudly participate in Accreditation.  This acknowledgement is to ensure that we are meeting the highest standards indicated by the Royal Australian College of General Practitioners. This means that we can pass on the highest standard of medical care possible to our Patients. To ensure this occurs all General Practitioners, Nurses and Administrative staff undergo assessments and we are required to provide evidence of ongoing internal and external training.

Wheelchair Access:

Our Practice caters for wheelchair access to the building and all facilities within the premises.  There is a designated car park for disability and wheelchair convenience located at the front of the building. If you need a wheelchair, one is available at the Practice.

Languages other than English:

Our Practice uses the services of Translating Interpreter Services to assist all patients who require healthcare and who's language is not English.

Hearing Impaired:

Our Practice uses the services of National Auslan Interpreting Booking Service and National Relay Service

Services offered:

We provide quality comprehensive medical service to our patients in a friendly, relaxed atmosphere. Our Practice Doctors are experienced in a broad range of general medical problems with the treatment of all age groups. Provided services are, Pre-employment medicals or general medicals, Commercial or General Drivers licence renewals, Workers Compensation & Motor Vehicle Accident care, ABI, Cryotherapy, Travellers - Children - General  vaccinations, Minor Surgery, Family Planning, ECG's, Spirometry, Shared Obstetric Care and Women's Health, Diabetic, Asthmetic and Chronic Disease Clinics.

Medical Certificates:

Can only be provided on the day and can not be back-dated.  So if you are ill and can not attend work, school, daycare etc you must see a Doctor on the day.

Home Visits:

Certain conditions apply and prior authority with the Doctor is required. Home visits are at the discretion of the Doctor.  National Home Doctor After Hours Service is engage to provide care at your home after hours. Please call 9495 1422 for further information or to make a booking.

The Medical Centre provides a Locum service for those patients who require a home visit after hours. During clinic opening hours, the practice GPs will offer home visits at their discretion. Drs offer home visits when it is appropriate, depending on circumstances and considering the safety of all staff. 

To obtain a home visit during clinic hours it needs to be safe and reasonable for the GP, and within a 5km radius of the clinic. When the patient is triaged and a home or other visit is deemed neither safe nor reasonable, a telephone consultation will be offered.

Telephoning your Doctor:

We understand that sometimes you need to speak with your Doctor over the phone, however for non-urgent calls messages will be taken. Your Doctor will return calls when not in consult and usually by the end of the business day. For urgent calls a nurse may need to triage your health issue before placing the call to the Doctor. Thank you for your patience in this matter as we are sure that you would not appreciate the Doctor being distracted from your condition when in consultation, by calls from other patients. Please do not email queries as this service is not attended daily. Please call the practice directly.

How we contact you:

Our practice staff will contact you via sms communication, telephone and or mail.  Please ensure that your details are always kept current. 

Pathology Onsite:

We are delighted to offer our patients with the convenience of having a Pathology Center onsite.  This service is offered by Australian Clinical Labs and their opening hours will coincide with the practice opening hours

KEEP YOUR RECORDS UP TO DATE:

For our data base to be up-to-date we request that all patients regularly advise our receptionist of their current address, contact telephone numbers, current Medicare card details, current Pension card details and any other information that might have changed since your last visit with us.

If we do not have these correct details, it may be difficult for us to reach you when the need arises for your test results, recalls, reminders for pap smears, clinics or immunisations.

YOUR COMMENTS ARE IMPORTANT TO US:

 Patient Feedback - We regularly conduct confidential patient feedback to enable us to improve services to our Patients.  In addition to this we also provide a patient feedback box at our front counter for ongoing feedback. We listen to your concerns and take actions to continually improve our patient care. 

If you have a problem we would like to hear about it.  Please feel free to talk to your Doctor or Practice Manager. We take your concerns, suggestions and complaints seriously.  However if you wish to take the matter further, please contact the

Health and Disability Services Complaints office - Level 12,44 St Georges Terrace, Perth.

Phone 08 6551 7600 TTY 0865517640 Country Free 1800 813 583

Fax: 08 6551 7630 or website www.hadsco.wa.gov.au

PRIVACY POLICY:

How we maintain your Health Records:

Our Practice complies with the Australian Privacy Principals (formerly National Privacy Principals). This is to ensure patients who receive care from the Practice are comfortable in entrusting their health information to the Practice and your information is kept confidential.  Our confidentiality Policy can be obtained on request. Information on how this data is collected and used within the Practice and circumstances on which we may disclose it to third parties is also available.

THIRD PARTY CONSENT:

Our practice adheres to strict privacy guidelines and if a third party such as a medical student, chaperone, family members, carers or guardians wish to be present in your consultation, then we need YOUR CONSENT prior to allowing the third party in with you. Consent can be given verbally or you maybe asked to sign a consent form.

HEALTH PROMOTION: 

We have a large variety of pamphlets available throughout the practice.  These pamphlets provide current and up to date information of health and disease prevention and offer written support on diagnosis and your treatment options.

YOUR RIGHTS AND INFORMED CONSENT:

Our Doctors inform patient's of the possible importance, benefits, risks and possible costs for referrals or treatments so that you are able to make informed decisions about your treatment and health.  We encourage you to actively discuss with your GP the purpose, benefits and risks associated with your care. Refer to brochure 10 tips for Safer Healthcare https://www.safetyandquality.gov.au/publications/top-tips-for-safer-health-care/ or see the brochure available at our practice.

REFERRALS:

Our practice engages with a wide range of Health, Community and Disability Services to plan and facilitate optimal patient healthcare. This is via referral, secure electronic or hard copy.

MEDICAL RECORD TRANSFER:

Your medical records are the property of the practice.  If you require your medical records to be transferred to another practice, administration fees do apply.  Please ensure that your new practice provides us with the necessary documentation to process your request. Once administration fees are paid, your transfer usually occurs within 7 days, via registered post DIRECTLY to your new GP.