Policies & Procedures

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Patient Feedback
If you have any suggestions about how we can improve our service or if you are unhappy about any aspects of your care, please feel free to discuss these with any of our doctors or staff. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously. However if you wish to take the matter further, there are several options available including The Medical Registration Board, AMA or The Office of Health Review at GPO Box B61, Perth WA 6838 or phone 1800 813 583.
Fees Policy
This practice adopts a private billing policy. Most Medicare related consultations will attract a Gap Payment. We currently bulk-bill all Health Care, Pension and DVA Card holders, as well as children under the age of 16. It is important to bring your Concession Card along to each visit. Please be aware that individual doctors reserve the right to adopt different charges. Details of the charges may be obtained from the Reception.
Appointments
Consultations are by appointments only. However, we will gladly accommodate any urgent medical problems. Most visits take 10 – 15 minutes. If you anticipate spending longer time with your doctor, please advise the receptionist when booking your appointment. Also, it would be appreciated if you could contact the surgery if you are unable to attend your appointment. The practice reserves the right to charge for any non-attendances.
Home Visits & Telephone Access
Home visits are reserved only for regular patients whose condition prevents them from attending the surgery. Prior arrangement with your doctor is recommended. GPs in the practice may be contacted during normal surgery hours. If your GP is in consultation, a message will be taken and you will be advised by the reception staff when it is likely that the GP will return your call. Your call will always be put through to the GP in an emergency.
Results, Repeat Prescriptions & Medical Certificates
We encourage you to arrange an appointment with your doctor to discuss results of all tests performed as well as repeat prescriptions. If you are absent from work due to illness, a doctor must be consulted during the time of illness in order for a medical certificate to be issued.
Lost Prescriptions, Referrals, Certificates & Request Forms
We will gladly replace any lost prescriptions, referral letters, medical certificates and request forms. However, a handling fee will be charged and payment is expected on collection.
Reminder System
Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice offering you preventive health services appropriate to your care. If you do not wish to be a part of this system, please let us know at reception.
Management of your Personal Health Information
Your medical record is a confidential document. It is the policy of this 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.
Transfer of Medical Records
Patients are welcome to have their medical record transferred to another medical practice.
However, a $20 fee + GST is charged for administration and postage.
Policy on Smoking
The practice has a no smoking policy.