Practice Information
Patient's Responsibility
Our staff have the right to be treated with respect and dignity at all times and aggressivew or abusive behaviour will not be tolerated.
Appointments
All standard appointment bookings are for 10 minutes duration. Please advise reception if you require a long consultation. Our aim is to run on time but unfortunately emergencies & complications do occur. This may result in occasional delay. Even though we have an appointment system, time will always be made available for acutely sick, injured or distressed patients. The practice has implemented an automated SMS appointment reminder system for all patients with mobile phones. Patients will receive a reminder message the previous day.
TELEHEALTH or TELEPHONE APPOINTMENTS
You must be a current patient of this practice and had been seen by a doctor face to face in the last 12 months to be eligible for a Telehealth Apt. Doctors cannot offer or provide telehealth consultations outside these requirements and you may need to still come in a see the doctor if clinically indicated. Telehealth Apt may incur fees.
TIS – Interpreter service can be arranged prior to appointment.
Auslan – For the hearing impaired can be arranged prior to appointment.
Assistance Animals – Our practice has a policy for Assistance Animals and patients/carers must inform the reception when the appointment is made.
Walk-in appointments are accepted but triaged.
Appointment Cancellation Policy
Due to the practice being solidly booked for several weeks, we have had to introduce a cancellation policy. By giving the practice as much notice as possible allows for the cancelled appointment to be filled by other patients who are on a waiting list. Failure to timely notify (2 hours or more) attend a pre-booked appointment will result in no further service.
Special Practice Notes
This practice is committed to providing comprehensive care of the highest standard. We believe your health is best managed by continuous care rather than taking different problems to different places. We refer you for specialist opinions and investigations when necessary. Our aim is to give patients the time necessary for us to properly explore and deal with their problems and to give patients the right for decision making regarding treatment. Note it is the policy of this practice not to prescribe drugs of dependence. Please DO NOT request prescriptions as refusal may offend.
After Hours
One of our Doctors will take urgent after-hour calls on his mobile 0487 724 811. Should this be an emergency please phone 000 and ask for the ambulance immediately. We suggest that you keep a list of current medications in your wallet or bag and perhaps a copy clipped to the fridge should someone else be calling for you. After Hour consultations are NOT bulk billed. The fees applied for after hours care are $200.00 cash before 11pm and $400.00 cash after 11pm and is payable at the time of the consultation. We have no mobile eftpos facilities. No medicare rebate available.
Pathology/XRAY Results
Appointments are required for accessing results. The privacy act does not allow results to be given over the phone. Please check with the doctor if there are any concerns regarding this.
Nursing Home Visits / Home Visits
At this time, our doctors do not visit patients in nursing homes. Home visits are available to regular patients whose condition prevents them from attending the surgery. Home visits during practice hours are bulk billed.
Recalls & Reminders
Referrals
Referrals to Specialists/Allied Health are faxed, posted or sent electronically.
Scripts
Communication Policy
Phone: (07) 4926 9199
Fax: (07) 4926 9177
Transfer of Records / Fees
Feedback & Complaints
If you wish to provide feedback, please notify the reception staff. There is also the Contact Us Page, suggestion box and complaint forms located in the waiting room. We believe that problems are dealt within the practice; however, if your concerns cannot be dealt with by North Rockhampton Medical Centre. You can contact the Office of the Health Ombudsman QLD
Office of the Health Ombudsman
PO Box 13281
George Street, Brisbane QLD 4003
Phone: 133 OHO (133 646)
Fax: (07) 3319 6350
Email: complaints@oho.qld.gov.au
Website: www.oho.qld.gov.au