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Policies

Our Doctors direct-bill Veterans Gold Card holders.

Emergencies

Emergencies will always be given priority and our reception staff will attempt to contact you or update you on the progress of your scheduled appointment.

Privacy and Your Rights

Our practice policy states:

“This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to maintain the security of your personal health information at all times and to ensure that this information is only available to authorised members of staff”.

We take great measures to ensure this commitment and Privacy Policy Procedures Document, outlines our policies on privacy issues. We abide by the Australian Privacy Principles (APPs) available at www.privacy.gov.au/health/index.html

For more about Privacy please download our Privacy Policy 

Privacy Policy

Complaints

We welcome constructive criticism at this practice. From time to time, the practice will invite patients to complete a questionnaire on their views of the practice and how it may be improved. If at any time you are unhappy with the service provided, please speak to the Practice Manager or email manager@whitsundayfamilypractice.com.au

If you feel that you need to take any matters further or wish to discuss your complaint please contact the health Ombudsman 133 646

Phone Calls

We try to keep interruptions to every patients consultation to a minimum. You can help us by noting the following:

1. Please state if it is an emergency.
2. Please state if the doctor has asked you to call them back, regarding results or to check on your condition.
(The doctor will attempt to call you at their earliest opportunity)
3. There will be no over-the-phone consultations, however we do offer Skype consultations for your convenience, please ask reception for details.

If your Doctor is with a patient, a message will be taken and you will be advised when it is likely that your call will be returned.

Getting the Results of a Test or Procedure

We ask that you phone for your results between the hours of 1.00pm and 5.00pm. Only the patient aged 16 or over can ring for their results, not another family member or friend, unless verbal or written permission from the patient is given prior. For patients under the age of 16, the results are given to their primary carer. Reception staff are directed by the doctor to notify you of their comment on the results. Your results remain confidential. Any urgent recalls will be notified by the doctor or the reception team, under their direction. Please make sure that you check the status of your results. It is often necessary for patients to have follow-up appointments to discuss results and to implement further action required for your health care. We are able to notify patients via SMS of normal results, and to advise patient to return to discuss results with the GP. Please advise if you would like to enroll in this free service.

Reminders

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. Your GP will seek your permission to be included on our reminder system. If you do not wish to be a part of this system, please advise your GP or let us know at reception.

SMS Reminders

This practice has the facility to advise you of health reminders and non-urgent recall appointments by SMS. Please speak to reception for more information. Your details remain fully confidential and you will not receive any marketing or promotional material.

 

Privacy Policy