FAQ

Communication Policy:

Please phone our reception line on (02) 6686 3299 to schedule an appointment with your usual treating doctor. Alternatively, you can book with your doctor using our online booking system through Hot Docs (see "Book an appointment"). Our telephone lines are very busy in the early part of the day, so we ask that you please leave non-urgent requests until after 11am. If you have an urgent request from your doctor, our reception staff will pass this message on to your GP within a timely manner.

A consultation is usually required for routine prescriptions and referrals.

Due to regulations regarding security of patient information, we do not usually communicate with you via email, therefore emails are not prioritised and may not receive prompt attention.

Reminder Systems:

To help you better manage your health care, we operate several reminder systems to advise you of future appointments. We usually contact you via SMS messaging to your phone but may also contact you via mail if appropriate. We do not leave messages on your voicemail unless we have your permission. If you do not wish to be contacted under our reminder system please discuss with your doctor.

Test Results:

All results are checked in a timely manner by the ordering doctor, or by an alternative doctor if your regular doctor is on leave. For privacy, confidentiality and medico-legal reasons, your doctor is likely to request a follow up appointment to discuss your results with you. Administrative staff are not able to discuss your results with you over the phone, but can facilitate a discussion with your doctor if needed. Please talk to your GP if you have concerns about this.

Management of your Health Information:

Our practice utilises a computerised medical record system which is maintained by quality IT professionals. This system is password protected. All information recorded remains strictly confidential and is not available to other clinics without your written consent.

We value your privacy. Any personal information provided to us will only be used for the management of your health. We abide by the 13 National Privacy Principles (March 2014) - details available at: www.oaic.gov.au.

A copy of our privacy policy can be obtained from our reception staff.

Please note, we are legally required to supply medical records which have been subpoenaed or are required for the purpose of public health safety e.g. notification of certain life threatening diseases.

Cultural Background:

Our patients can access resources that are culturally appropriate, translated, or in plain English. Advising your doctor of your cultural background will enable the provision of healthcare specific to your needs.

Interpreting, translating and advocacy:

Our practice endeavours to use an interpreter with patients who do not speak the primary language of the practice team, as well as use appropriate communication services to communicate with patients who have a communication impairment.

We have 24/7 access to translation and interpreting services and can contact Auslan interpreters when required. If this may be required, please discuss with our reception staff at time of booking.