Policies


Confidentiality and Privacy

This practice is committed to providing comprehensive general practice care to all individuals and families in the community. All patient consultations and medical records are kept strictly confidential. Staff are committed to maintaining patient confidentiality. 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 members of staff. Our full Privacy Policy, which includes information about collection, use and disclosure of health information, is available to patients on request.

Results

Patients do not need to call the surgery. All results are viewed and annotated by the doctor. Any results that need to be conveyed to you will be notified to you by our practice nurse in a timely fashion. She will be advising you directly on instruction from your doctor.

Access to Medical Records

You are welcome to request a copy or summary of your records if you are, for instance, moving interstate or overseas, or need them for another purpose. We do in these cases request a signed request for release of information. Depending on the individual situation, you will be informed of any fees that are applicable. (AMA recommended fees are available on request).

Home Visits

If you are too sick to come to the surgery and live in the local area, we can visit you at home. In the event that our regular doctors are unable to see you promptly, we will organise for a locum to visit you and to report back to us.

After Hours Service

If you are in need of medical attention you can call our surgery phone number at any time. If there are no doctors in attendance a recorded message will inform you how to arrange medical attention.

Contacting Your Doctor by Phone

If you have a need to speak with doctor and your matter is urgent, your call will be put through to doctor immediately. Otherwise, our receptionists will take a message for the doctor and you will have your call dealt with within a time frame indicated to you by our receptionists, usually on the same day as you call.


New Patients

To maintain best practice medicine we require new patients to book a long (30 min) first visit in order to obtain appropriate medical history. Thereafter, standard visits can be booked. As we are a heavily booked clinic we require new patients to provide credit card details in order to guarantee the booking. Of course, appointments may be cancelled or rescheduled free of charge with a minimum of 2 hours notice.

Patient Feedback/Further Information

This practice is committed to providing comprehensive high quality general practice care to all individuals and families in this community. If you have any concerns or require further information about any aspect of this practice or the care you receive, please feel free to talk to our doctors, receptionists or practice manager about these concerns. We believe that problems are best dealt with in the practice so that they can be resolved as quickly and comfortably as possible. However, if you feel that the problem remains unresolved you might prefer to contact the National Privacy Commissioner GPO Box 5218 Sydney NSW 2001 or the AHPRA GPO Box 9958 Melbourne VIC 3001. Another option if the matter remains unresolved is to direct your complaint to Office of the National Health Practitioners Ombudsman Address: Suite 2310, L23, 40 City Rd, Southbank, 3006.

Cancellation Policy

Airlie Women’s Clinic is committed to provide a high level of care, comfort and personal service for all our patients. As part of this commitment, in order to ensure smooth running of the practice as well as availability of appointments, we have found it necessary to introduce a cancellation policy. A cancellation fee will be incurred for those who fail to attend their appointments and for those that are cancelled or changed within 2 hours of the scheduled time. Please value your appointment time.

Contacting Your Doctor by Email

The doctors do not have access to receive or send unsecured email. Due to security and privacy concerns doctors will not send email to patients and patients should not try to send an email to their doctor. Only in exceptional circumstances regarding an emergency or where there is absolutely no other communication method available will the clinic send or receive an external email involving a patient.