ABOUT THE PRACTICE

This is a new practice, privately owned and run, to give first class service and access to the area.
The practice aims to provide full general practice services, general nursing, mental health, and indigenous health.

We are pleased to announce that we are fully accredited as per RACGP guidelines since 20/02/2013. This means that our practice adheres with all the guidelines in terms of patient care as advised by the Royal Australian College of General Practice.

RECEPTION
WAITING AREA
TREATMENT ROOM

PRACTICE HOURS

We currently have three doctors working, and are open 7 days a week for your convenience.

Monday to Friday
8:00AM – 6:00PM

Saturday to Sunday
8:30AM – 12:00PM


APPOINTMENTS

Please phone the practice on 07 55403374 to book an appointment or use our online booking system here.
Emergencies will be given priorities in the case that they do arise, and you will be informed if waiting times change.


APPOINTMENT TIMES

The practice offers standard 10 minute appointments but if there is a need for a longer consultation, please inform the receptionist while booking. Some appointments, for example, ECG, Spirometry (Lung Function Tests), and Pap Smear etc., may require a longer appointment time, which will ensure smooth and timely running of the practice.

If you deem you need an urgent appointment, you will be triaged by the receptionist or nurse and in case it is an emergency, you will be advised to attend your local hospital or call an ambulance on 000.


FEES AND BILLING ARRANGEMENTS

The practice offers bulk-billing to anyone with a valid Medicare card.
Any private work, like medical examinations for work, commercial drivers, or harness licences will be billed accordingly as there are no Medicare rebates. Some procedures like the Mirena, Implanon, or Joint Injections attract a private fee. Please check with our friendly receptionist prior to booking your appointment for potential charges.


ON ARRIVAL

When you arrive, please check-in with the receptionist and present your Medicare card and any concession cards.
For new patients, please allow 5 minutes to register your details with the practice.
The practice will see all patients in a timely manner, unless emergencies have occurred.
‘Walk-in’ appointments are welcome, however it is subject to appointment availability and will be triaged accordingly.


TELEPHONE ACCESS

The doctor may be contacted during normal office hours. If the doctor is busy, a message can be left with our friendly receptionist and you will be advised about a response as soon as possible. If the nature of the call is complex, you may be advised to book an appointment to see the doctor.


PATIENT TEST RESULTS

Patients are required to make an appointment with the doctor to discuss any results. For privacy and confidentiality reasons, these will not be given over the phone. If any urgent results arrive, the doctor will advise the nursing team to contact the patient immediately.


AFTER HOURS AND HOME VISITS

Our patients can access after hours care through Family Care Medical Services by telephoning: 13 SICK (13 7425)
In case of emergency, you can ring for an ambulance on 000 or attend your local hospital; Beaudesert Hospital or Logan Hospital.
Home visits can also be arranged with your doctor at convenient times.


REMINDER SYSTEM

Our practice is committed to preventative care and our staff will seek your consent before including you in this system.
The recall system is both state and national, and provides reminders regarding such examples as Pap Smears, Immunisations, Bowel Cancer Screenings, Skin Checks, Medication Reviews, B.P Checks, or Health Assessments. As part of this recall system, you will get a phone call or potentially mail reminders about the above mentioned. Please inform any staff if you do not wish to be included!


HEALTH INFORMATION AND PRIVACY

Your medical health record and any discussion you have at the practice are strictly confidential. It is our practice policy to ensure your personal health information is only available to authorised staff.
Our practice uses a computerised medical record system and it is password protected and only available for our use. Unless you provide a written informed consent for transfer of records, this information will remain bound to the practice.


COMPLAINTS

Despite our best intentions, complaints may arise.
Our practice deals with complaints in a courteous and understanding manner.
Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback. Perceptions of what is reasonable and fair can change when patients are unwell or anxious.
If you have a complaint with the Doctor or General Practice, please contact the reception staff.

If despite any actions taken, you are still not satisfied with the outcome, you may contact the Queensland Government Centre at:
Health Quality and Complaints Commission,
Level 18, 288 Edward Street, Brisbane Q 4001.
Phone: 1800 077 308 or 07 3120 5999
www.hqcc.qld.gov.au.


FEEDBACK

We would like to have your feedback and if you feel your suggestions could help us improve our services, please feel free to write us a post here, or drop a letter in our ‘Suggestion Box’ on the reception counter.