Practice Policies

You may be required to wear a mask within the building as there is a higher risk of contamination in a healthcare setting.

Our medical centre has access to all of these services. Please notify reception if you wish to use them.

Results are available between 2pm and 4:30pm each day. If your doctor wishes to discuss these results with you, reception or nursing staff will contact you for an appointment.

Appointments are necessary. When arranging appointments, please advise the receptionist if a longer appointment is required. In the case of an emergency, it is advised that you attend the emergency department of your nearest hospital or call an ambulance. Some doctors offer online appointments, which can be accessed through our website or HotDoc link here.

If you are unable to attend an appointment, please notify our medical centre 24 hours prior, where possible, to allow rebooking of other patients. If more than three appointments are missed and not cancelled, it is practice policy that no further appointments will be booked with any doctors in the practice.

It is also practice policy that if a “new patient” appointment is made and the new patient does not attend or cancel the appointment, no further appointments will be offered to that new patient at this surgery.

If you require a home visit, please call reception on (08) 8258 8988. Not all doctors do home visits, and those who do are not always available to do them due to time constraints. If they are not available, our staff will give you the contact number of the locum service. If you wish to speak to a doctor and he/she is with a patient, a message will be taken, and the reception staff will advise you when it is likely that the doctor will return your call. Staff will endeavour to follow up and return your calls promptly.

Generally, a consultation with a doctor is required; any exceptions to a consult with the doctor need to be approved by the doctor. Please ask the receptionist.

Our medical centre offers appropriate access for people with a disability, including car parking and bathrooms.

Our practice endeavours to provide a comprehensive, high-quality service to patients. At times, we may invite you to complete a questionnaire to identify areas where we may improve our service, as we value your feedback. If at any time, however, you wish to make a complaint or give a compliment, please telephone or write to our Practice Manager, or use our suggestion box or complaints forms, which are at the reception desk. Should you wish to make a complaint outside the surgery, please contact the Health and Community Services Complaints Commission on (08) 8226 8666.

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. Only de-identified data may be used for research purposes. During the accreditation process, medical records are randomly selected by a GP for quality assurance purposes. If you do not wish for your record to be accessed, please inform your doctor.

A copy of our privacy policy is available here or in the surgery waiting room.

Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take a message to pass on. The Doctor or nurse will be in touch the same day, or, if they are not available that day, the next time they are scheduled to be in clinic.

Practice policy is that no consultation will be conducted via email. The practice will not usually discuss results over email as we cannot guarantee confidentiality. Exceptional circumstances may apply; however, this is at the doctor's discretion and must be communicated and agreed upon at the time of a face-to-face consultation.

Email is generally used only for correspondence of a non-sensitive nature. While we make reasonable efforts to secure email communication, users should be aware that transmitting information across the Internet carries inherent risks and may not be secure. While Emails are reviewed daily, please allow up to 2 working days for a response. For any urgent queries, we recommend calling our clinic for immediate attention.

We use recalls and reminders to help you stay up to date with recommended healthcare, follow-up appointments, health checks, vaccinations and screening.

We will make every effort to contact you when follow-up is required. However, it is your responsibility to attend recommended appointments and follow up on your healthcare.

Please ensure we have your current contact details so we can contact you when needed.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws. Our clinic is part of the Better Medical group of practices and we follow the Better Medical Privacy Policy which you can access by clicking here: https://bettermedical.com.au/p...