Telephone

Patients can contact the practice from 8:00 am to 6:00 pm, Monday to Friday, and from 9:00 am to 4:00 pm on the weekends.

Our reception staff may use a triage system to prioritize the urgency of patients’ concerns. They will also perform a three-point identifier check to ensure the correct patient file is matched with the caller.

Please note: Doctors may not be available to speak at the time of your call. A secure message will be sent to the doctor, who will return your call as soon as possible. Exceptions may be made for urgent matters.

When we receive correspondence from other healthcare providers, such as results, emails, and specialist letters, is directly imported into the patient’s file and sent to the doctor for review. If the addressed doctor is unavailable and the matter is urgent, another doctor will review and take necessary action.

Email

Email is not considered a secure form of communication and is therefore discouraged. If you choose to contact the practice via email, you will be required to sign a patient consent form to allow our staff to respond. We aim to reply to email inquiries within 24 hours, and all correspondence will be password-protected for security.

SMS

We send SMS messages to remind patients about scheduled appointments, health reminders, and recalls. Please ensure you inform the practice if your mobile number changes. If you prefer not to receive SMS messages, let us know, and we will remove you from the list.

Post

For patients who have opted out of SMS reminders, a letter may be sent for reminders or recalls. Letters received by the practice are scanned into the patient’s record and forwarded to the doctor for review.

Our website is regularly updated with practice contact details, location, opening hours, and information about fees and services. Details about our after-hours doctor service are also available.

Communicating with patients with special needs

A regularly updated contact list of translator and interpreter services, as well as services for patients with disabilities, is maintained and readily accessible to all staff at reception.

These include:

• National Relay Service (NRS)
• Auslan services 1300 AUSLAN
• Translation and Interpreter Service (TIS) Doctors Priority Line 1300 131 450

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For Any Feedback, Suggestions or Complaints

If you have a problem, we would like to hear about it. Please feel free to talk to your GP or our manager.

Alternatively, you can leave us a note in our suggestion box in the waiting room or send us a letter outlining your complaint.

We appreciate all concerns, suggestions, feedback, and complaints and take them seriously.

REMINDER SYSTEM

Our practice is committed to preventative care. We may issue you with a reminder notice offering you preventative health services appropriate to your care. We use HOTDOC for reminders and recalls – SMS or letters may be sent

 

TEST RESULTS

All test results are checked by your doctor. Most results are back with your doctor within 72 hours. Unless otherwise advised all patients are asked to make an appointment to discuss results with their doctor. This ensures your confidentiality and the appropriate action for your result. A normal result may not mean that no further action is necessary. Your results may also be available on your My Health Record. Please book an appointment with your doctor to discuss any results – phone consults are also available.

 

EMERGENCIES

Priority treatment is given to seriously ill or injured patients. We are able to deal with most emergencies and trauma. Please notify the receptionist on arrival.