MANAGEMENT OF TELEPHONE CALLS TO DOCTORS
To ensure confidentiality our Doctors do NOT take telephone calls during a consultation. A message will be taken by reception staff and the Doctor may return the call at a more convenient time. Reception staff will advise if a more appropriate interaction is necessary.
PERSONAL HEALTH INFORMATION COLLECTION
Read about why and how we collect your personal information here.
PATIENT CODE OF CONDUCT
We have a Zero tolerance policy on aggressive and abusive behaviour. Staff hold the right to immediately terminate a phone call if they are a victim of such behaviour. Please read our Patient Code of Conduct here.
WAITING ROOM POLICY
In keeping with Victoria’s current COVID restrictions, our waiting room is currently closed. When you arrive please wait in your car and call our reception on 57221500. Please wait in your car for our doctors to call you when it is time for your consultation.
If you are attending the clinic for COVID vaccinations, please ring from outside to inform reception you have arrived. We will allow access when there is room as capacity limits apply.
We endeavour to maximize communication in an optimal way. We try not to interupt the doctors during consultations from a time and privacy perspective. Should you telephone with an emergency or clinical problem, our triage protocol will put your phone call through to an appropriate nurse/doctor as soon as possible. If the matter is non urgent, reception staff will leave a message for the doctor to respond and the receptionist will attempt to ring you back before the end of the day. If this is not convenient for you, please inform our practice staff. A copy of our policy for returning or accepting a call is available at reception.
Our practice uses encrypted software to send and receive clinical information and does not support or allow the use of insecure correspondence. We discourage patients from communicating through general email to send or receive personal information for security reasons.
It is a policy of this practice that we do not provide individual medical advice or clinical information via email. Email systems are not encoded therefore information may be illegally accessed by third parties. Our patients’ privacy is of the utmost importance to our practice.
All Australians have a ‘My Health Record’ unless you choose to’opt-out’. The record contains a summary of your key health information. The information can be viewed securely online from any health facility with the apropriate software at anytime throughout Australia. Healthcare providers are able to access this information to provide continuing medical care without you having to remember your personal clinical information. Consent to upload current clinical information is required.
We may use information held by the Clinic to assist in improving the quality of care we give to all our patients by way of clinical audits, research projects and patient surveys, however this information will NOT include data that can identify you.