On Services
Privacy Policy
Your privacy is very important to us. All personal information is kept confidential in line with national privacy principles and is only released with your consent or when legally required. Our staff are trained to handle your information with the utmost care and respect.
Appointments
Our practice runs on an appointment system to reduce waiting times.
- On-the-day appointments: We keep a number of same-day appointments for urgent or busy days.
- Walk-ins: Patients who require a doctor at short notice may be accommodated if possible.
Urgent Appointments
Urgent medical needs and emergencies are always prioritised. Patients will be triaged by our practice nurse and seen by a doctor as soon as possible.
After Hours Care
When the clinic is closed, urgent medical care can be accessed through recognised after-hours services (see our After Hours Service page for details). For life-threatening emergencies, always call 000 immediately.
Telephone Access
Our administrative and nursing staff are available during surgery hours to assist with enquiries.
- Doctors do not accept general calls but may return calls if
medically necessary.
- Telehealth appointments are available if you are self-isolating or unable to attend in person. These must be booked like a regular appointment, and your doctor will call you on your nominated number.
- In an emergency, calls will always be put through to a doctor.
Email Communication
Email is not suitable for booking appointments.
- Emails are mainly used for specialist correspondence and referrals.
- Emails are checked once per day, so delays may occur.
- To avoid disappointment, please always call the practice to book.
Recalls
A recall appointment may be required if your GP needs to discuss test results, specialist correspondence, or hospital reports with you.
- Where a face-to-face consultation is not possible, a Telehealth appointment may be offered.
Reminder System
We are committed to preventative care. With your consent:
- We may send reminders for important health checks, screenings, and vaccinations.
- We also participate in relevant state/territory reminder systems.
If you do not wish to receive reminders, please inform your doctor or reception staff.
Home Visits
Home visits may be arranged with your regular GP if clinically appropriate and deemed medically necessary. Please get in touch with reception to discuss your needs.
Complaints and Suggestions
Your feedback is valuable and helps us improve our service. You may speak directly with your doctor or reception staff, or place a written suggestion in our feedback box.
Our health care providers welcome your comments on how to improve their services. Please talk to your doctor or the receptionists about your concerns or suggestions. In the unfortunate event of less than satisfactory service from the health care providers or administrative personnel, please ask to speak to the doctor concerned, the Practice manager or the Chief Operations Officer. The doctors are independent medical practitioners and are individually responsible for their clinical decisions and interactions with their patients.
You can also lodge an official complaint with the Health Complaints Commissioner at GPO Box 158, Canberra, ACT, 2601. We take all complaints seriously and address them promptly.
