AFTER HOURS CARE:
If you have a Medical Emergency, please call “000”.
If you require urgent medical attention after hours present to Wallaroo Hospital Emergency Department.
The practice provides an after hours service for registered patients only. There is an out of pocket cost involved for this service depending on the complexity of the consultation. Contact the practice 88232002 and your call will be diverted to the after hours doctor.
Alternatively for medical advice afterhours you can call HealthDirect 1800 022 222 to speak to a health professional who will give fast, simple expert advice on what to do next.
BILLING:
Appointments are Bulk Billed for Pensioners, Commonwealth Seniors and Healthcare Cardholders that have a current Centrelink concession card.
Some services are excluded from Bulk-billing such minor procedures. You will be informed of any out of pocket costs for procedures by your Doctor or reception staff.
Children and youth 15 years and under are bulk-billed at this Practice.
Health Assessments and Care Plans Bulk-Billed for all patients.
MEDICALS:
Please call for a quote on the following privately billed appointments:
- Pre-employment Medicals
- Insurance Medical Requests
- Heavy Vehicle Drivers Licence
All non-concession appointments are required to be paid immediately after consultation. EFTPOS facilities available for your convenience.
WORKPLACE INJURY:
If you have injured yourself at work and are yet to receive a claim number we require you to pay in full for your consultations which can then be claimed from your employer or RTWSA.
If your claim is non longer valid or payment has been rejected you as a patient are responsible for settling all outstanding accounts immediately.
URGENT APPOINTMENTS:
Urgent appointments are available daily. Please advise the receptionist if you are unwell and you will be triaged and given an appointment at an appropriate time. Your call may be transferred to a nurse if required.
APPOINTMENTS:
Consultations are normally 15 minutes for a single issue, however, if you need more time for multiple issues, please advise the receptionist when making your appointment.
Please specify where possible the reason for your booking i.e. paperwork, pap smear to allow preparation for your appointment and to ensure enough time has been allocated.
MISSED APPOINTMENTS:
If you unable to keep an appointment it is requested that you inform us immediately to either cancel or reschedule.
Failure to attend your appointment or provide us with a minimum of 2 hours notice will register as a non-attendance.
If you fail to attend a second appointment or cancel with short notice you will be issued with a fee $50 and no further appointments will be made until account is paid.
WAITING TIME:
We endeavor to keep waiting times to a minimum, however sometimes delays are unavoidable due to the unpredictable nature of a medical practice. Priority will always be given to patients requiring urgent medical assistance.TELEPHONE ACCESS:
Doctors in this practice may be contacted during opening hours. If the doctor is consulting, a message will be taken and the doctor will return your call when possible. Doctors require that you give a reason for calling and a current contact phone number when messages left.
If your call is urgent, you may be transferred to a nurse who will assist you further. For all emergencies, please call “000”.
EMAIL COMMUNICATION:
It is the practice policy not to engage in patient communication by email.
There are other alternatives to emailing information to the practice.
Please call and speak with any of our friendly team for further information.
HOME VISITS:
At the discretion of the doctor, home visits are available if required. For information regarding a potential home visit please speak with our nurses who can assess the request and confer with your Doctor.
RESULTS:
Patients will now receive a message on their mobile asking them to make an appointment to follow up any abnormal results.
A doctor or nurse will still contact those patients who dont receive mobile messages or don’t have an appointment.
If you have not heard from a doctor or nurse about your results, please call us, or make an appointment to discuss further.
RECALLS / REMINDERS:
Our practice is committed to preventative care.
We may issue you with a reminder notice from time to time offering services appropriate to your care. Reminder notices may either be via HotDoc text message to your mobile phone or by letter.
If you do not wish to be a part of this system, please let your doctor, nurse or receptionist know.
REFERRALS / SCRIPTS / SICKNESS CERTIFICATES:
Patients need to make an appointment to see a doctor for any of the above. Nurses are not able issue referrals, scripts or sickness certificates.
All prescriptions will require a consultation and are advised to book in advance.
INFECTION CONTROL:
To prevent the possible spread of infection, reception or nursing staff may ask you to attend the clinic from an alternate entrance. Upon your arrival, please contact the receptionist who will advise you where to wait. Your doctor will be notified and collect you from the alternate entrance.PATIENT FEEDBACK AND COMPLAINTS:
We value your feedback and suggestions. While we believe that problems are best handled within the practice, you may choose to address your concerns to: Health and Community Services Complaints Commissioner (HCSCC) SA P O Box 199 Rundle Mall SA 5000 Ph. (08) 8226 8666 or Toll Free 1800 232 007 www.hcscc.sa.gov.auPRIVACY POLICY:
It is the policy of this practice to maintain security and confidentiality of your personal health information including your computerised medical record. This information is only available to authorised members of staff and will not be released without your consent.
All patient consultations and medical records are kept strictly confidential.
Written consent will be gained from patients should they be involved in any research requiring personal information. Otherwise de-identified data may be used for research purposes.
For a copy of our Privacy Policies/Protocols please see below
SMOKING:
This practice has a no smoking policy in the Practice and with-in the car park
INTERPRETER SERVICES
If you require the services of an interpreter, please let the Receptionists know and they will assist you in accessing the appropriate agency.
2018 TIS National Multilingual poster_Web
The Translating and Interpreting Service (TIS National) which is an interpreting service provided by the Department of Home Affairs for people who do not speak English
NABS is the National Auslan Interpreter Booking and Payment Service.
NABS provides interpreters for Deaf, Deafblind, and hard of hearing people who use sign language and would like an interpreter for private health care appointments
National Relay Service
The National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls.