Your medical record is a confidential document and your privacy is important to us. It is the policy of this practice to maintain security of personal health information at all times, and ensure this information is only available to authorised members of staff.
Telephone calls from patients will not generally be put through to doctors unless it is an emergency and the patient can not present to the practice and require immediate advice. Otherwise patients are encouraged to make an appointment to speak with their doctor. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare.
Emails and Facsimiles are reviewed on a regular daily basis. Any urgent faxes will be promptly transferred directly to the doctor. Any detailed or sensitive information is not encouraged or recommended to be sent via email to the practice as it is not a secure way of communication. Relevant telephone or email exchange will be noted in the patient’s health record to ensure continuity of care.
Any complaint received via email will be dealt with promptly and action will be taken. You will be notified of the outcome via email or a telephone call.
Doctors and other practice staff may make home visits to regular patients of our practice where it is safe and reasonable.
Regular patients may be offered home visits, if they meet certain eligibility criteria, including those in palliative care, immobile, or elderly and frail. The practice nurse will assess if a home visit is needed or warranted.
Within normal opening hours, home visits may be arranged after discussion with the receptionist. Outside of normal opening hours, home visits may be arranged as per-needs basis. The practice also has an after-hours medical service. There are arrangements to exchange clinical details about patient care for doctors who perform home and other visits on behalf of the patient’s regular doctor and the care provided is documented in the patient’s medical records.
For regular patients whose circumstances are deemed not safe or reasonable, e.g. the patient is located too far away for a home or other visit, the practice ensures that there is an alternate system of care that these patients can access.
Patient’s right to participate in decisions about their health care
It is important that you have an active part in your healthcare. Our doctors will provide you information that is clearly explained and in easily understood language to help you make an informed decision. This includes the purpose, importance, benefits and risks, and possible costs associated with proposed investigations, referrals, treatments, medicines and medicine safety. Education handouts can often be provided as further aids.
Once an informed decision is able to be made, it is ultimately your decision to follow the advice of our doctor. Any decision to disregard your doctor’s recommendations, will be documented in your health record.