Results

Our Reception staff will be able to advise whether your results have been received & checked by your GP. An appointment is recommended to discuss your results and any health issues. Please be advised if your results are urgent, the doctor will call you directly.

Alternatively, fpr patients unable to attend in person, our Online Services provides additional services available at a charge (not refundable via medicare or health funds). Services include test results to be sent online via OzDocsOnline, repeat prescriptions, referrals to various medical specialists and allied health professionals, and eConsults (via email).

Please note not all requests can be accommodated. Our doctors reserve the right to decline any request, in which case a full refund will be made to you.

Reminders/Recalls

Our practice operates a reminder/recall system to follow up abnormal test results and organise review appointments. However, it is your responsibility to return to see the doctor regarding each test or investigation you have had performed.

Telephone Calls

Our Practice may contact you via telephone calls, text messages and/or email to confirm or notify you of any changes to your scheduled appointment, recalls requiring urgent attention and health promotion reminders.

While telephone calls and text messages are generated using a secure facility and they are transmitted over a public network onto a personal telephone and as such may not be secure. However, the practice will not transmit any information which would enable an individual patient to be uniquely identified.

It is a Practice policy that no consultation will be conducted via telephone. The doctors will not usually discuss results over electronic communication as we cannot guarantee confidentiality. There may be exceptional circumstances, however this is at the discretion of the doctor.

Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take down contact details and the message to pass on. Our Doctors will be in touch on the same day or if they are not available on the day, the next time they are scheduled to be in clinic.

Our Nurse may be able to assist you with any general questions regarding your healthcare. If you have a medical question after seeing one of our doctors, you can speak with the nurse and she will discuss your concerns with the doctor. Normally our nurse will return your call later the same day.

For any urgent medical problems, we recommend you attend your nearest Hospital, or alternatively our nurse will organise an urgent appointment with one of our doctors.

Emails

It is a Practice policy that no consultation will be conducted via email. The doctors will not usually discuss results over email as we cannot guarantee confidentiality. There may be exceptional circumstances, however this is at the discretion of the doctor and must be communicated and agreed upon at the time of face-to-face consultation. An an alternative, the Practice uses OzDocsOnline to provide existing patients online appointment bookings, repeat prescriptions, test request follow-up, referrals and eConsults. 

Electronic communication such as email is generally used only for correspondence of a non-sensitive nature. And while reasonable efforts are made to provide security via email communication users should be aware that there are inherent risks in the transmission of information across the Internet and as such may not be secure.

When patients request for sensitive information via email, a request and consent form is sent to the patient for completion. This form requires the patient to specify the information required, provide a copy of photo identification, advises fees may be payable for the services and notes the risks in the transmission of information over the internet including breaches.

Following the completion and return of this form, the GP will review the request, and if approved, the information will be collated and sent via reply mail (or email address noted on form if different) to ensure it is sent to the intended recipient.

While Emails and Facsimiles are reviewed on a daily basis, we kindly advise we can take up to 3 working days to respond to your query. For any urgent queries, we recommend calling our clinic for immediate attention.

Feedback

We are always trying to improve our service, and are happy to address any written complaints from our patients.
Should you have any feedback regarding your care, please send an email to maeaviguetero@gmail.com