Appointments:

We run an appointment system and request all patients book in advance to see a Doctor or Nurse. Emergency consults will always be fitted in (this may not be with your regular GP). Our doctors aim to keep to appointment times. However, some patients take longer than anticipated and we ask for your patience and understanding. Please ensure your contact details are correct with reception staff. If you fail to attend your booked appointment without cancelling prior, a fee may apply as this time can be used by another patient. Please call 02 6777 4293 to book, change or cancel your appointment.

Prescriptions:

In general, it is preferable for patients to make an appointment with their doctor for repeat prescriptions so that ongoing treatment can be evaluated.

In selected cases, if arrangement is made and your usual GP is available, repeat prescriptions will be written without consultation – please allow 24 hours before collection.

A $10 fee is charged for this.

Test Results:

Where appropriate, patients may obtain test results from the practice nurses each day between 1pm & 2pm. Patients with abnormal results are contacted directly by the practice nurse or their GP.

Medical Certificates:

It is necessary to see a doctor on the first day of your illness if you require a medical certificate. Be sure to ask the doctor during your appointment. Medical certificates are legal documents and cannot be backdated.

Workers Compensation:

Please inform reception when booking your appointment if it is Workers Compensation related. Please bring with your claim number with you (if available) and Insurance company details for billing purposes.

Medical Records:

Medical records are confidential documents. It is the policy of this practice to maintain security of personal health information at all times and to ensure this information is only dealt with in line with current legislation. This practice strictly adheres to the Privacy Legislation, including release of records. A copy of our Privacy Policy is available at the reception counter.

Referrals:

Specialist requires a referral from the patients GP however it is up to the patient to get a referral from their doctor prior to seeing the specialist. Referrals are a legal document and cannot be back dated.

An appointment with the doctor for a referral is required. In selected cases, if arrangement is made and your usual GP is available, repeat referrals can be written without consultation – please allow 24 hours before pick up and note that a $15 fee will be charged.

Email Policy:

Email is not a secure messaging system, and emailing private clinical information is in breach of the Privacy Act and the Policies and Procedures of Walcha General Practice Clinic.

Therefore patients, service providers and organisations should never email any clinical information to our doctors or staff.

All clinical information should be sent by fax (02 6777 4294) or a secure messaging system such as Medical Objects or Healthlink.

It should be noted that our doctors and administration staff do not respond to emails sent from patients. Patients should always phone our reception staff on 02 6777 4293 and make an appointment if they wish to discuss any medical issues.

Medical Students:

Walcha General Practice is a teaching practice and is committed to helping train the next generation of Australian doctors. Occasionally our GP’S may be accompanied by a medical student. If so, you will be asked for your consent in allowing the student to attend your consultation. Please say if you would prefer not to, the choice is yours.

Your Rights:

We take your concerns seriously and believe that problems are best dealt with within the practice and in a timely manner. Please feel free to discuss any issues with your doctor or the Practice Manager. It is also your right to contact the Health & Disabilities Service Complaints Office 1800 813 583.

Our Rights:

In the unlikely event we consider your behaviour to be unacceptable, e.g. being abusive to staff, we reserve the right to request that you no longer attend our surgery.

Complaints:

We are always striving to improve the standard of professional service to our patients. We would appreciate any suggestions you may have to enhance the quality of the service. If you have a complaint, please ask to speak to or write to your treating doctor so steps can be taken to remedy the situation. The Practice Manager maybe to be able to facilitate that discussion.

We hope that our association will lead to good quality health care for patients seen at Walcha General Practice in pleasant surroundings and with helpful staff.