Patient Information

New patients are welcomed at both our practices, however not all Doctors are taking new patients. Please contact our practices to make further enquiry. Ideally we require our new patients to receive some extra care and we request that you allow 45 minutes for your initial appointment so that our Nurses can take some history from you prior to your consultation with the Doctor. We do recognize that this is not always suitable and other arrangements can be made upon request.

new-patient-registration-form

Consultations and Appointments

Every effort is made to provide you with an appointment at a time convenient to you but emergencies take priority and can cause delays.  Waiting times will be minimised if you inform the reception staff if you require a longer consultation time or have a special requirement, e.g. Insurance Medical, surgical procedure, counselling session, vaccination etc.  Please note some services cannot be undertaken at the same appointment due to Medicare regulations. A standard consultation is an appointment of 10 minutes – generally one item for discussion.

If you have more than one family member to be seen it is essential that  you inform  the Receptionist so that an appropriate time allocation can be arranged. Unless the matter is urgent, it is a good idea to make your appointment in advance. Emergency treatment is available at all times and it is our policy NEVER to deny a consultation on the same day if a patient considers it urgent, although in this case it may not be possible to see your regular Doctor. Our practices are linked by computer with our appointment, account and medical data shared for mutual convenience.

Should you not be able to attend an appointment we ask that you provide as much notice as possible to the practice so that your time can be re-allocated.

MISSED APPOINTMENTS– Failure to attend may incur a fee which is not refundable by Medicare.  Patients will be required to present current Medicare or DVA Cards and Concession Cards at each visit. Please inform the Receptionist of any change to your personal details, e.g. change of address, phone number, so that our records are as accurate as possible.  If you or a family member requires an interpreter service, please let us know and we will arrange it.

All patients are asked to report to the reception on arrival, whilst our staff may be familiar with many of our patients it is in your best interest to inform them of your arrival.

Fees

Due to the Medicare rebate freeze and increasing costs in providing quality medical services not all of  our medical services are bulkbilled.  A Practice Fee Policy is displayed in each waiting area or a copy can be obtained from one of our reception staff.  Fees are payable at the time of consultation and we do accept cash, EFTPOS including Mastercard or Visa.

In most circumstances we can claim your rebate on the spot via Tyro Easyclaim however should this to be the case we can alternatively submit your claim via HIC Online with your rebate being deposited to your Medicare nominated bank account usually within 48 hours.  Our reception staff are happy to explain this process further.

Children U16 are bulkbilled at both practices as are all services provided to DVA Gold Card Holders and valid Age Pension concession card holders by our General Practitioners.  Discounts apply for valid holders of other pensions and health care cards.  Please note that separate fees apply for our private skin and sports medicine clinics. 

Please do not hesitate to speak with one of the reception staff should you have any regarding our fees.

Practice Facilities

The Lindsay Street Medical Centre & Highfields and District Medical Centre offer adequate parking, access for persons with disabilities, toilets and child friendly facilities for our patients. If you feel too ill to remain in the waiting room, please let a member of staff know.

Practice Hours

Monday to Friday

Lindsay Street    8 AM – 5 PM (appts generally from 8:30am until 5:30pm)

Highfields and District Medical 8 AM – 5 PM (appts generally from 8:30am until 5:30pm)

Additional Appointment Times

Wednesday Evenings – 5pm to 7pm at Highfields

Saturday Mornings – 8:30am to 11:30pm at Highfields

During the week both practices will be able to assist you in making an appointment in the additional appointment times above.  In addition you can contact Highfields  on 07 46308800 Wednesday evenings until 6:30pm and from 8am to 12 noon on Saturdays.

Patients from both practices as well as new patients are welcome.

Doctor Of Your Choice

For various reasons the Doctor of your choice may not be available. Your Medical Records are available to all Doctors at our Practices, and they meet regularly to ensure good communication about their Practice of Medicine. If your Doctor is unavailable, you can be assured of good medical treatment and understanding from one of the other Doctors in the Group.

After Hours Care

A copy of your after hours consultation will be sent back to your regular Doctor to ensure continuity of care when you use our accredited after hours provider.  Our Practices are accredited with National Home Doctor Service who can be contacted on 13 7425 (13 SICK).

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Home Visits

Home visits will be made wherever possible to patients of our Practices. All requests are assessed individually, and the Doctor will attend patients at their home when their condition makes it impossible to attend the Practice. The Receptionist will liaise with your Doctor regarding a visit to your home, usually at the end of the day unless it is urgent.

Privacy Information

The Lindsay Street Medical Group, values your privacy.  All information about patients, held in this practice, is kept in the strictest confidence.  A copy of our Privacy policy is available in our waiting rooms and from our receptionists.

privacy-policy

Reminders, Recalls and Results

Patients are encouraged to take responsibility for their own health.

The Practices will advise patients who authorise recalls/reminders of any URGENT follow-ups.  Patients are encouraged to telephone the practice between 2pm and 4pm, approximately 48 hours following any pathology or investigation to obtain their results and within the week of the test being taken.

In accordance with the Australian Privacy Principles and our Privacy Policy we can generally only release results to the patient who had the test performed.

There may be circumstances, at the discretion of the treating Doctor, where results or other personal information for a minor will not be provided to any person without the express consent of that minor.

XRAYS – X-rays, Ultrasounds and other radiography will no longer be accepted by the practice.  The patient needs to make arrangements to collect their respective tests from the radiography department at time of appointment.

Repeat Prescriptions, Referrals and Medical Certificates

REPEAT SCRIPTS – You may be required to attend for an appointment for certain medications or if the medication has not been prescribed by this Practice.  If you have not been seen by your Doctor in the last two weeks a repeat prescription will be issued at the discretion of the treating Doctor only2 days notice is required and a minimum non rebateable fee of $10 is charged.   Urgent requests for scripts (within 24 hours) will incur a higher non rebateable charge.  If you prefer an appointment can be offered with one of our spare Doctors who will, if you are only attending for the prescription renewal bulk bill your attendance.

REFERRALS – If you require a continuing referral to your specialist one weeks notice is required and it is preferred that you telephone before collecting to ensure that the Doctor has had completed your request.  New referrals or continuing referrals older than two years will require an appointment.

MEDICAL CERTIFICATES – Can not be backdated and require an appointment in all circumstances.

Contacting Your Doctor

Phone messages may be taken for the Doctor by practice staff and if necessary returned during the course of the day.  Our Practice Nurses may be able to provide advice or follow up for some conditions over the phone.  If the matter is urgent please advise practice staff.  It is not safe to diagnose over the phone and Practice staff may advise you that you require a consultation to discuss the nature of the call.

MOBILE PHONES – It is important that all mobile phones are turned off prior to consultation with your Doctor.  If you undertake a mobile phone call during your consultation it will be discontinued.

Office Of The Health Ombudsman

The Office of the Health Ombudsman  exists to enable you to know of your rights in the area of your healthcare. It is our duty to remind you of its existence.
Freecall: 1800 077 308

Respect

Any form of abuse (physical or verbal), harassment, bullying or intimidation will not be tolerated.

Compliments and Complaints

We encourage positive or negative criticism – we need your feedback to improve our service where necessary. Please tell us your thoughts.

Third Party Consent

Your consent is required before a third party (such as a family member or carer) can be present at your consultation. A staff member will ask you for such permission prior to entering the consultation room.