MediCo Policy & Procedure


This practice is committed to providing comprehensive quality care to all patients. The doctors have satisfied the training requirements of the Royal Australian College of General Practitioners or are working towards this qualification. They undertake continuing medical education to maintain Vocational Registration. Both practices are GPAccredited.


APPOINTMENTS

We try very hard to adhere to appointment times, however the nature of medical practice is that emergencies and circumstances sometimes mean we run behind. Please remember when making your appointment to advise reception staff if you need extra time. You are welcome to ring our receptionists prior to your appointment to see if your doctor is running to time.


We offer an SMS reminder service for appointments. Please notify staff if you wish to receive these reminders. Please give prior notice if you do not intend keeping your appointment. Patients who fail to do so may be charged a consultation fee (not rebateable under Medicare). Patients who repeatedly fail to attend will be asked to pay a refundable deposit to make an appointment.


RESULTS

Patients are requested to phone 3 days after having their tests completed and reception staff will direct the call as per the direction given by the GP. Patients will be asked to confirm their name, address and date of birth prior to receiving test results over the phone. Results will only be released directly to a patient or to the legal guardian of a patient; results will not be released family members.


PHONE CALLS

We have a policy to restrict phone calls during consultations to urgent medical matters. Normally communication with your GP should occur during a consultation. If you wish to contact your GP outside of a booked appointment, reception staff will leave a message for the doctor who will attend to the message at a convenient time. (Charges may apply, and are not rebateable through Medicare.) In an emergency, your call will be put through to the nurse who will liase with the Gp “on call”.


PRIVACY

This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised staff.


INTERPRETER SERVICES

We encourage patients with limited English to utilise an interpreter service. Our receptionists can pre-arrange a telephone interpreter for your appointment.


FEEDBACK OR COMPLAINTS

If you have a problem we would like to hear about it.  Please feel free to talk to your doctor, the practice manager or receptionist.  You may prefer to write to us or use our suggestion box.  We take your concerns, suggestions and complaints seriously.  However, if you wish to take the matter further and feel that you need to discuss the matter outside of the surgery there are several options available including The Medical Registration Board, AMA or Health Care Complaints Commission at:

Health Care Complaints Commission

Level 13323 Castlereagh Street Sydney NSW 2000

Locked Bag 18

Strawberry Hills NSW 2012

Phone: 1800043159 (Toll free) or (02) 92197444

Fax: (02) 92814585

TTY: (02) 92197555 Email: hccc@hccc.nsw.gov.au

Website:  www.hccc.nsw.gov.au