Reminders

Although patients are encouraged to maintain responsibility for their own health, we have a computerised reminder system for women & men’s health checks, immunisations and other regular checks.  These can be organised with your doctor at the time of consultation.

Results

When the doctor orders any tests or investigations he/she will advise you as to how they would like to follow the test up.  Generally, we would ask you to phone the surgery within a day or so of the test being done.  Pap smears normally take a week.  In most circumstances our reception staff or our practice nurse will be able to advise if your results have been returned from the laboratory.  They may have a message from the doctor or instructions on a follow up appointment or phone call.  They do not have access to the actual results and are therefore unable to discuss them with you.

We strongly encourage you to telephone the surgery following any tests you may have had.

Prescriptions & other Paperwork

Prescriptions requests require at least 24 hours notice and can only logistically be done after the doctor has finished the days consulting; this attracts a $10.00 fee for private patients and a $5.00 fee for concession, seniors and pensioners.

If you are on a regular medication and have not been seen in 6 months you will be required to make an appointment to receive a repeat prescription.

If your usual Doctor is not consulting on the day you request the script, it will not be completed until that Doctor is consulting again.

Urgent prescriptions and paperwork that are required on the same day will be charged $15 or at the discretion of the Doctor depending on the complexity of the request.  These charges are not claimable through Medicare and payment is required at the time of collection.

Sickness certificates will not be issued unless a Doctor has been consulted in relation to that illness.

Immunisations

We recommend and carry out all childhood and adult vaccinations.

Appointments

All consultations are by appointment (other than emergencies).  It is the policy of the practice that urgent problems will be seen on the day, emergencies are triaged through our practice nurse.

A standard appointment is 10 minutes.  When making appointments, please advise the receptionist if a longer appointment is needed – For example: insurance or other general examinations, pap smears, removal or cryotherapy of skin lesions, counselling etc. If you have several issues to discuss it is advisable to book a longer appointment. If an appointment cannot be kept, please phone the surgery allowing reasonable notice to avoid a non attendance fee. If you miss your appointment time by arriving late you may be asked to reschedule.

Surgery and consulting hours on Saturday morning include some appointments that can be booked in advance.  Other appointments are set aside for more urgent problems that arise and can be made by phoning the surgery from 8.30am.

Home Visits

For home visits during the working week, please try and ring before 9am to discuss the issue with the Registered Nurse. Urgency and need can therefore be assessed and scheduled as needed. Visits are generally reserved for established patients with urgent problems who cannot be brought into the surgery.

EMERGENCY After Hours

After hours one of the doctors is always on call – if you ring the 24-hour number, 8431 2799, your call will be taken by the answering service who will contact the duty doctor.  The duty doctor will return your call to discuss and manage the problem. If you have not had a reply from our duty doctor within 30 minutes, please phone the answering service again.   We also have a locum service available to visit should the duty doctor be otherwise occupied.

Fees

Full payment is required at the time of consultation.

We continue to charge a private fee set between the “Schedule” fee and the AMA-recommended fee.  For a “standard” consultation this is currently $75.00. A full list of fees is available at reception.   Payment is required after each consultation and can be made by cash, cheque and EFTPOS transactions including PayWave.

The fees for a standard consultation are –

Private Patients $75.00 ($37.40 private gap fee)

Pensioner Health Benefits Card or Health Care Card $50.00 ($12.40 private gap payment)

Centrelink Commonwealth Pharmaceuticals Card $55.00 ($17.40 private gap payment)

In order to maintain the quality of our practice consultation fees on Saturdays will increase by $5.00.

All accounts are sent electronically to Medicare.  By completing a Medicare EFT transfer form, your rebate is transferred by Medicare usually the same day but always within two working days to your nominated bank account.

Telephone calls 

In the interest of patient care we ask that you make an appointment to discuss your health, or that of a family member.  If you do need to speak to your doctor and he or she is not available immediately, reception staff will take a message and let you know approximately when your doctor is likely to phone back; this will often be at the end of the morning or afternoon session.

Urgent phone calls will be put through immediately if possible.

Mobile phones

As a courtesy, we ask that all mobile phones be switched off in the waiting room and during your consultation with the doctor.

Specialist referrals 

It is a requirement of the Medical Health Act that an assessment of the patient by the referring doctor take place prior to specialist rebates being paid.  Retrospective referrals can only be written if the referral has previously been discussed with the doctor or in the case of an ongoing referral.  Ongoing referrals are written at the discretion of the doctor and incur a fee when requested outside an appointment.

Specialists costs

From time to time it may be necessary for your doctor to refer you for specialist opinion, pathology or x-ray investigations.  Most Specialists and services provided by pathology or radiology groups will incur a private gap and require full payment at the time of consultation.  If you are concerned about any possible charges, please feel free to discuss them with your doctor.  Further information regarding this should be sought from the relevant specialist.

General

Our practice is a fairly old-fashioned family practice, having been at this address for 45 years.  We were the first General Practice in South Australia to achieve Accreditation in 1998 and we pride ourselves on the fact that we spend a lot of time keeping ourselves up to date with advances in medical knowledge, techniques and equipment.

Management of your personal health information is confidential and is handled according to the RACGP Code of Practice.

If you wish to make an official complaint about a doctor, the address of the Health & Community Services Complaints Commissioner is PO Box 199 Rundle Mall, Adelaide.  5000.  Phone 8226 8652

Our Commitment

We will continue to do our best to give you and your family high quality and comprehensive care.  If you have any problems, complaints or even a compliment, feel free to contact the doctors or our Practice Manager, Jenny Lambert.

Your Health Record

The national Privacy Principles in The Privacy Act set out how this Practice should collect, use, keep secure and disclose personal information.

Your medical record is a confidential document.  It is the policy of the 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.  In addition, access may be required as part of ongoing professional clinical teaching and quality assurance programs.  De-identified information may be used for research purposes.

Further information regarding the Privacy Principles can be obtained at reception.