Appointments

Please ring 3870 2525 for an appointment. Every effort will be made to accommodate your preferred time and GP. Demands on the doctors’ time within each consultation and the need to see urgent cases as they occur may cause delays. Our reception staff will endeavour to inform you of any delay when you arrive. Please phone our reception before you leave to travel to your appointment if a time delay will inconvenience you.

Longer consultation times are available, so please ask our receptionists if you require some extra time. If you or a family member requires an interpreter service, we can organise this for you. Please let us know when you make the appointment.

When making an appointment please use the following examples to ask for an appropriate length of consultation to suit your needs:

Standard consultation: One ailment or review of a previously discussed medical problem.

Long Consultation: More than one ailment; first time visit; pap smears; skin cancer checks; well person check; life crisis; childhood vaccinations; travel vaccinations; centrelink forms to be completed.

Extended Consultation: Insurance medicals; pre-employment medicals; or “full check up”.

If you are not able to keep your intended appointment time, please phone our receptionist to arrange another time that is more suitable to your needs. Preferably give at least 24 hours notice so that the appointment time can be offered to another patient. A cancellation fee may be charged if you fail to attend your appointment without prior notification.

This Practice has a ‘No Smoking’ Policy: To comply with current government regulations, smoking is not permitted within the building or within 4 metres of the building entry.

Care Outside Normal Opening Hours Arrangements

For medical attention outside our normal hours, please call 000 in the event of an emergency. Fiveways Surgery provides after hours care for patients who normally attend the practice through Australian Locum Medical Service who provide professional after hours medical support, home visits are bulk billed. Please ring 13 26 60 for this service.(See red brochure in waiting room). Emergency Care also available at the Wesley Hospital Emergency Centre phone – 3232 7333.

Home and Other Visits

We prefer to consult with patients at the surgery where full diagnostic and treatment facilities are accessible. Home visits are available for regular patients of this practice whose condition prevents them from attending the surgery. A private fee is charged for this service.

Telephone Access

Incoming telephone calls to the doctors are restricted to matters of medical urgency. GPs in the practice may be contacted during normal surgery hours. If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call. Your call will always be put through to the GP in an emergency.

Pathology Tests and Investigations

All incoming pathology and radiology results and specialists letters are reviewed by the doctors. Please make an appointment to obtain results and to plan further follow-up care. Our reception staff cannot provide a patient with medical results.

Preventive Care

We are committed to promoting and providing preventive strategies to protect your health. Where appropriate the doctors utilise GP Management Plans, Team Care Arrangements, Health Assessments and computer-based reminder systems to coordinate planned investigations and review appointments.

Patient Reminder Systems

Your doctor will seek your permission to be included on our reminder system or the relevant state reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or receptionist know.

Referrals and Repeat Prescriptions

In the best interests of your health, please make an appointment in anticipation of renewing prescriptions or a referral to a consultant. Telephone requests will require a minimum of 72 hours notice for doctor’s response. A fee may be charged for this service.

Transfer of Patient Health Records to another Practice

For medico-legal reasons we are not able to send your original medical record to another practice. Upon receipt of a formal request for transfer to another doctor, we will prepare and send a concise health summary along with copies of any relevant results and documents. A fee may be charged for this service.

Privacy

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the national Privacy Principles available at www.privacy.gov.au/health/index.html. A copy is available at reception

Your Feedback is Welcomed

We take your compliments, concerns, suggestions and complaints seriously. If at any time you experience problems or difficulties with regards to this practice, please talk to your doctor or our Practice Manager about your concerns. The Office of the Health Ombudsman is also available on 133 646.

Please remember we are here to help you. We aim to work with you in caring for your health and we place high value on the patient-doctor partnership.

Courtesy, compassion and high quality medical care are the keys to achieving the best results for your healthcare needs.

Thank you for reading this information.