patient information

Patient Information & Policies

We are committed to providing exceptional care in a safe, respectful and confidential environment.

1. Communication Policy

Telephone Communication

Our doctors are typically unable to take calls while consulting with patients. Our reception team will take a message and pass it to your doctor, who will respond as soon as possible.

For urgent matters, please notify reception immediately.

Electronic Messaging (Email)

We use secure digital systems to send appointment reminders and clinical recalls. Please note that standard email is not a secure medium for medical queries.

We do not provide clinical advice via email; for all medical concerns, please book an appointment online or call the clinic.

Test Results

Test results will not be given over the phone by administrative staff.

You must make a follow-up appointment to discuss your results with a doctor unless prior arrangements have been made.

2. Management of Patient Health Information

Data Collection

We collect personal and health information (e.g., medical history, Medicare number) to provide high-quality care. Your information is stored securely and only accessed by authorised staff.

Confidentiality

Your health record is a confidential document. Our practice policy is to maintain the security of personal health information at all times and to ensure this information is only available to authorised members of our team.

Accessing Records

Patients have the right to request access to their own health information. Please contact our Practice Manager to discuss the process and any associated administrative fees.

3. Feedback and Complaints

Internal Feedback

We value your feedback to help us improve. You can provide suggestions via our in-clinic suggestion box, by emailing our Practice Manager, or by speaking directly with your doctor.

Formal Complaints

If you have a formal complaint, please submit it in writing to our Practice Manager. We take all complaints seriously and will respond to you within 5-10 business days to discuss a resolution.

External Escalation (NSW Requirement)

If you feel your concern has not been resolved internally, you may contact the NSW Health Care Complaints Commission (HCCC) at 1800 043 159

Privacy Policy

Your privacy is important to us. View our full Privacy Policy to understand how we collect, use, store and protect your personal and health information.