Practice Policy | St Lucia Medical

St Lucia Medical Practice Policy

Please find a copy of our practice policy below:

Appointments

We are an appointment practice and do not as a rule take ‘walk-ins’, except in the case of emergencies. Please make an appointment either by phone or online in advance. Our reception staff will ask you at the time of booking which doctor you would prefer to see; and the length of appointment you require. Please note a ‘standard appointment – i.e. 15 minutes’ allows for the discussion of one to two simple issues only. If you require completion of forms, have complex or several issues to discuss or need a procedure of any kind, including a pap smear, then please ask for a ‘double appointment’. This ensures there is minimal delay for other patients who are also waiting. Advising our reception staff will assist them to book the most efficient and cost effective appointment for you. Not all of our Doctors do all procedures. Ask about booking online or by your Smartphone.

After hours care/Housecalls:

For all urgent medical care after hours, we refer our patients to the National Home Doctor Service Ph: 13 SICK (13 7425). House calls are only done in certain circumstances in the local area.

Privacy statement and consent to release relevant health information:

We require you to provide us with your personal details and a full medical history so that our Doctors can properly assess, diagnose, treat and be proactive in your health care needs, and does not share this without your consent in accordance with the National Privacy Principles (NPP) and the Privacy Act. Information regarding your medical records will only be released following a request in writing and following permission by the treating Doctor. For more information about My Health records - ask Reception for a brochure.

Practice billing policy:

This is a mixed billing practice. All consultations are payable on the day. If your bank account details are registered with Medicare, we will process your claim and you will receive your rebate into the account you have nominated with Medicare. Otherwise you will need to take your receipt to Medicare in person or online and claim manually. When making your appointment please inquire with the receptionist as to the fee applicable. We provide a high standard of care in a well equipped and located practice. We provide bulk billing to children 15 years old and under, and aged or disability pensioners only, however there is a reduced fee for students, and those patients holding a health care card or pension card. Longer consultations will be charged at a higher fee with a higher Medicare rebate available. We also accept OSHC Allianz insurance with a gap payment- payable on the day of consultation.

Phone calls:

Our Doctors will not accept calls during consultation times. Please leave a message with the Reception staff and they will pass the message onto the Doctor for you. Our Doctors will not use email to communicate clinical matters.

How do we store and protect your personal information?

Your personal information is stored electronically at our practice.

Our practice stores all personal information securely. Our server is stored in a lockable room. All programs are password protected and a confidentiality agreement is signed by each staff member.

Scripts and referrals to specialists without appointments:

To maintain quality healthcare service, a consultation with the doctor is required to determine the appropriateness of each request for referral or prescription, even if it is an ongoing concern. Under exceptional circumstances only, an urgent script or referral may be provided, however this will only be if you have recently (last 2 weeks) seen the Doctor. Repeat prescriptions, referrals and medical forms without appointments whether picked up, posted or faxed may incur a $30 service fee (non rebateable). These are done in the Doctors after hours time and will not be done during patient contact time- so there may be a delay of a few days to get these.

Please note: It is illegal for Doctors to backdate referrals to specialists and medical certificates. Please do not put us in a difficult position by asking us to do this.

Results:

In the interest of good care, it is preferred that you make an appointment to discuss any results. However the Doctor may make alternative arrangements with you which they inform you of at the appointment. Our Reception staff are NOT able to give out results on the phone.

Late cancellations/No shows for booked appointments:

This is a very busy Practice and we are often fully booked and turn patients away. We would appreciate that you give as much notice as possible of your inability to attend your appointment. Failure to attend appointments or cancel within 2 hours prior to your appointment causes inconvenience for the Doctors, and those who missed out on an appointment, and will incur a $50 fee.

Appointment bookings online

Appointment bookings online are located on the Practice website: www.stluciamedical.com.au

St Lucia Medical has an agreement with an external provider HotDoc. HotDoc only handles data relating to the patient appointment and health recalls or reminders are used or stored on the HotDoc system. http://www.hotdoc.com.au provides the Terms of Service for the HotDoc application.

Quality Care:

This Practice prides itself on quality health care. If you have any questions, concerns or complaints we would be happy to hear from you or you can place a comment in our suggestion box. Please contact the Practice Manager either in person, by phone or in writing with the practice contact details. Alternatively you can contact Health Quality and Complaints Commission at www.hqcc.qld.gov.au or phone on 1800 077 308.

Health Promotion and Preventative Care:

St Lucia Medical operates a patient reminder system and preventative medicine program for follow up and promotion of important medical issues. Please notify staff if you do not wish to be contacted via email.

Translation services:

Please notify our receptionists PRIOR to the appointment if you require translation/ National Relay Services (deaf/ speech impaired) so that these can be organised. Some of our Doctors speak other languages so inform us when you book if you have special needs.