These services are bulk billed for ALL patients:
Non standard consults may be bulk billed such as Chronic
Disease Management Plans, Mental Health Care Plans,
Skin Cancer Biopsies, ECG, Spirometry etc For more
information, please enquire at reception’
Note:
- Medicare Rebates only apply to attendance items and cannot be claimed if a consultation does not occur*
- Medicare does not cover:
- Commercial Driver’s License
- Medical Records/Reports for Insurance or Legal
- Agencies
- Employment Medicals
- Transfer of medical records:
- Subject to Doctors Discretion:
$20.00 Non-Attendance Fee
The fee applies for ALL appointments not cancelled within 2 hours of the appointment time and will be required to be paid prior to future appointments being made.
Recalls Appointments
Results of tests, e.g., Pathology, x-rays, ultrasounds etc. will require an appointment with your doctor. Staff will contact you or you will receive an SMS to make a “Recall Appointment” as per your doctor’s instructions.
It is recommended that you make an appointment for result follow-up within 48 hours of the test appointment. Patients can book that appointment in advance to avoid delay in receiving results.
Waiting Times & Bookings
Our doctors and nurses have a specific and strict booking system and therefore our reception staff must adhere to this. Please respect and acknowledge that our receptionists will always try to accommodate regular patient’s needs and requirements, whilst adhering to our booking policies.
Zero Tolerance Policy
In line with RACGP zero tolerance guidelines on abuse of patients and staff, this Practice WILL NOT tolerate any incidents of violence, aggression and/or rudeness by ANY patient to the Practice staff and/or patients either physically or verbally. Failure to comply will result in transfer of your care to another practitioner.
Complaints
We are happy to discuss and address any issues or concerns that you may have regarding your care whilst attending our practice. This can be done in the clinic, over the phone or if preferred a complaint can be lodged in writing. All complaints will be dealt with in a timely manner by our Practice Manager or representative. If this matter cannot be resolved despite the best efforts of our staff, the patient can contact the Health Ombudsman at https://www.oho.qld.gov.au
However, we are unable to respond to negative or defamatory reviews on social media platforms due to confidentiality restrictions, regulations and ethical codes.
Therefore, it is Practice Policy that we will not continue to provide services to individuals that leave such reviews as these acts undermine the ideal Doctor- Patient relationship and quality of care. Posting of such reviews will act as a termination of care (life threatening emergencies excluded).
Defamatory comments which may impact on the reputation of Garden City Family Doctors, its doctors or Staff may result in legal action.
In order to minimise waiting time, this practice operates by appointment system. Call us on 3343 9966 to schedule an appointment or Book Online at your convenience!
As we aim to provide thorough healthcare and also keep waiting times to a minimum, it is helpful to advise the reception team should you require a longer appointment.
Home Visits
Generally, we prefer you to come in to the practice so that we have all the right equipment at hand. If this is not possible, regular patients of the practice who live within the local area can request a house call. This will be carried out at the doctor’s discretion.
After Hour Service
If you have an Emergency need for medical care you should call 000 or visit your nearest emergency department. If you have a less urgent need to see a doctor, National Home Doctor Service covers our afterhours medical care and can be contacted on 13 74 25
Repeat Subscriptions
Modern medications are potent and can lead to harmful side effects if taken inappropriately. It is important you be regularly reviewed while on medication to check for any possible side effects, to receive updates on whether it is still the best one for your condition and to remind you about interactions or new side effects warning with any other medication you may be taking. This practice does not prescribe narcotics or drugs of addiction.
Please allow 24 hours after your request before picking up the script
Referrals
Medicare requires the General Practitioner to see and assess their patients before referring any patient to a specialist. This referral process allows for the efficient and proper use of consultation resources and ensures fair and timely access to specialist services by patients who need them. Referrals are valid for 12 months. This is because it is intended that patients visit their GP at least annually for reassessment and to ascertain if the referral is still indicated and has your latest up-to-date information.
Medicare has advised that phone calls from the specialists’ rooms on the day of consultation are not acceptable. If you see a specialist without a referral from your doctor, you will have to bear the cost of the consultation as no Medicare rebate will be payable. Provision of a referral usually requires a visit to the doctor to ensure all information is current and relevant.
Test Results
From time to time your doctor may order various tests and investigations. Generally, the practice will contact you to make an appointment if your doctor would like to discuss the results with you but if is recommended that you give us a call a few days after your test to check yours have returned.
Telephone Enquires
Telephone calls to doctors are limited to emergencies. Our receptionist will assist you with any enquires or take a message and arrange a time that will be convenient for both yourself and the doctor to discuss your concerns.
Reminders
Our practice is committed to preventative health care. We therefore use a reminder system for altering patients to upcoming or overdue care activities (such as Management Plan Review, Diabetes Reviews, Pap tests, and so on) You may receive a letter, phone call reminder or text message. If you do not wish to participate in our reminder system, please let our reception staff know.
Practice Privacy Policy
To ensure privacy, patient information must not be disclosed in any
form (verbally, in writing, electronic forms inside/outside our practice)
except for strictly authorised use within the patient care context at our
practice or as legally directed. This also includes access to camera
surveillance footage.
Health records must be kept where constant staff supervision is easily
provided. Personal health information must be kept out of view and
must not be accessible by the public.
All patient health information must be considered private and
confidential, and therefore must not be disclosed to family, friends,
staff, or others without the patient’s consent. This information includes
medical details, family information, address, employment, and other
demographic and accounts data obtained via reception.
Any information given to unauthorised personnel will result in
disciplinary action, possible dismissal, and other legal consequences.
Each staff member must sign a confidentiality agreement on
commencement of employment.
In addition to Federal legislation, our practice also complies with State
or Territory legislation. Care should be taken that individuals cannot
see computer screens showing information about other individuals.
Screensavers or other methods of protecting information must be
engaged.
Access to computerised patient information must be strictly controlled
with personal logins and passwords. Staff must not disclose
passwords to unauthorised persons. Screens need to be left cleared
when information is not being used. Terminals must also be logged
off when the computer is left unattended for a significant period of
time. Items for the pathology couriers or other pickups must not be left
in public view.
When not in attendance, staff must ensure that prescription pads,
prescription computer generated paper, letterhead, scripts,
medications, health records and related patient information are out of
view. They must also be stored in areas only accessible to authorised
persons. Facsimile, printers, and other electronic communication
devices must only be accessible to authorised staff.
Camera Surveillance
Camera surveillance operates in this clinic for patient safety and
monitoring purposes. Cameras are restricted to waiting rooms and the
car park only – areas that are not constantly manned by clinic staff.
This is to provide a more thorough monitoring presence should a
medical incident occur, and to enhance our clinic and community
safety in accordance with the Information Privacy Act 2009 (Qld).
Footage will only be accessed by persons authorised to do so and is
treated with the same privacy principles as our patient medical
information.
Feedback
It is inevitable that from time to time a patient may have a complaint about our services. This feedback is important to us in addressing problem areas and in achieving better service outcomes.
If you have any suggestions, ideas or would like to make a complaint you can either speak to any one of our staff, send an email to gcfd@healthyworld.com.au or leave a comment in the Suggestion Box in the waiting room.
Or contact Office of the Health Ombudsman or call 133 646
