Appointments:
We strive to offer appointments on the day for when our patients are unwell. Not all available appointments are visible via the online booking system, and we encourage our existing patients to call the practice on (07) 5535 7611 if they require an appointment urgently.
A standard appointment is 15 minutes.
A long appt is 30 minutes for example:
- Mental Health consults
- Consults addressing multiple issues
- Women’s Health Check
Appointments can be made over the phone or via HotDoc (online or via the app)
Childhood Vaccinations, Care Plans, Drivers Licence Medicals and Aviation Medical appointments must be made with reception. Please phone 07 5535 7611.
Waiting Times:
We aim to provide all patients as much time as necessary. Delays are sometimes unavoidable, particularly when patients have unexpected or serious problems. There are three ways you can help us reduce waiting times:
Please cancel your appointment if you can’t make it.
If you have several problems, or a complex problem, please book a long appointment.
If necessary, we are happy to see more than one family member at a time. However, please book an appointment for each person.
Home visits:
These are available to well-established patients of the practice who, due to disability, are unable to attend the rooms. It is dependent upon the doctor’s availability and clinical assessment regarding suitability to be seen at home.
After Hours Care:
Our practice provides after hours care for patients through the local deputising service 13SICK
National Home Doctors Service – 13 7425. https://www.homedoctor.com.au
Test results:
An appointment with your doctor is generally required to receive test results. You will be advised by your doctor on the specific follow up procedure when the tests are ordered. If a follow up appointment has not been requested, please call the surgery between the hours of 2pm and 4pm to discuss follow up requirements.
Requesting a copy of test results:
After your results have been reviewed by your doctor you can book an appointment for a discussion. You can also obtain a copy via My Health Record.
Unless you chose to opt out of a My Health Record your pathology results should be automatically available to you via the My Health App after a short wait.
If you wish to obtain an electronic copy, you may telephone reception, and it will be discussed with the requesting doctor. Radiology results Radiology results can be obtained directly from your imaging provider. Results are usually released a week after your test.
Communication:
Our doctors will only accept telephone calls in the event of a medical emergency. For non-urgent enquiries, you may leave a message with reception and your doctor will return your call when available.
Electronic communication:
Our practice uses encrypted medical software (Medical Objects) to electronically transfer records. If this is not possible, we will use fax or send directly. We use an SMS system to confirm appointments and to send health reminders. Please advise reception if you do not wish to be contacted via electronic means.
Complaints:
We strive to provide the best service possible. However, there may be an occasion when you are not happy with something. This is usually a problem with communication, and discussing it with the doctor will clear most problems up. If you wish to take it further you may contact the Practice Manager on 07 5535 7611, or the Office of the Health Ombudsman on 133 646.