Policies & Procedures
We strongly encourage patients to make an appointment prior to coming in but walk-ins are welcome and we will try to accommodate you with the next available doctor.
If you have a preference for a particular doctor, we will make every effort to assist you. Otherwise you will always be offered another doctor to help deal with your problems. Any other doctors in the practice can readily see your electronic record. All medical records are confidential and will only be released with your consent.
We are a private billing practice but offer bulk billing to pensioners, concession cardholders and children under 16 years of age.
We appreciate full payment at time of consultation. EFTPOS, Visa/MasterCard, cheques and cash are all accepted.
Our electronic link with Medicare allows us to send your Medicare claim electronically, and with a simple swipe of your key card, your rebate will be deposited straight into your nominated cheque or savings account.
Results, Prescriptions and Referrals
Results of X-rays and pathology will require an appointment unless prior arrangement has been made with the doctor. Please pick up your X-rays before your appointment and bring the films with you.
Repeat prescriptions and referrals will also require an appointment to allow us to monitor your condition and keep your records up to date.
Referrals need your doctor to send a quality letter with necessary and recent history and results attached. It is illegal for us to backdate your referral.
Home visits are available to current patients on request during our normal operating hours.
Concern for other patients
If you have a cough or any flu like symptoms, we kindly request that you wear a mask so as not to spread the infection to others in the waiting room. If you are unwell, we will endeavour to find you an available room to wait. Please feel free to use the hand sanitisers available at the reception area.
Practice Communication Policy
Accessing your Doctor by telephone
In keeping with our philosophy of best practice, telephone consultations will not be carried out and patients are encouraged to make an appointment with the doctor.
Email communication is discouraged as it is not a secure way for patient privacy.
Patients have the ability to book through our online booking system
Zero Tolerance Policy
All our staff are trained and dedicated to serve you and you will be treated with courtesy and respect at all times. In return, we ask that you and anyone that you bring with you to the Practice treat our administrative and clinical staff with the same courtesy and respect.
We have a ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and behaviour towards our staff or other patients. We respectfully advise you that abuse and/or violence will not be tolerated.
If a patient or anyone a patient brings with them to the Practice, is abusive, aggressive or violent towards our staff and/or other patients the police will be called and may result in you being removed from our Practice list.
The information provided on this page is also available in hard-copy form from our practice. Just ask reception staff for a copy of our privacy leaflet, Personal Information, Privacy, and Your Doctor.
The aim of this page is to explain clearly how personal information regarding you and your health is recorded and managed at Kirrawee Family Medical Practice. Your doctor will be happy to discuss this with you.
YOUR PERSONAL HEALTH INFORMATION
Your doctor needs information about your past and present health to provide you with high quality care. Kirrawee Family Medical Practice ensures that you are able to discuss your health with your doctor in private.
Information is called “personal health information” if it concerns your health, medical history, or past and/or future medical care, and if someone reading it would be able to identify you.
The practice follows the guidelines outlined in Handbook for the Management of Health Information in Private Medical Practice. The Handbook was produced by the Royal Australian College of General Practitioners (RACGP) and the Committee of Presidents of Medical Colleges with the support of the General Practice Computing Group. The Handbook incorporates the provisions of Federal and State Privacy Legislation. This means that your personal health information is kept private and secure.
The practice has a written policy on personal health information, which is available to all patients for inspection. If you would like to read the entire policy, please talk to one of our reception staff.
YOUR MEDICAL RECORDS
Your doctor will do his/her best to make sure that your medical records:
• are accurate, comprehensive, well-organised and legible;
• are up to date;
• have enough information to allow another doctor to care for you;
• do not contain offensive or irrelevant comments about you;
• contain a summary of your care; and
• can be used to remind you, with your permission, to return for follow up, check-ups and reviews.
Your doctor will only collect information which is relevant to your medical care. If you are uncertain as to why information is being requested, ask your doctor.
If you want access to health care and maintain your anonymity, ask your doctor.
PROVIDING YOUR INFORMATION TO OTHER HEALTH PROFESSIONALS
Kirrawee Family Medical Practice’s doctors respect your right to decide how your personal health information is used or disclosed (for example, to other doctors). In all but exceptional circumstances, personal information that identifies you will be sent to other people only with your consent. Gaining your consent is the guiding principle.
In this practice, it is customary for all doctors to have access to all the medical records. If you have any concerns about other doctors at this practice being able to see your records discuss your concerns with your doctor.
It is important that other people involved in your care, such as other doctors or health professionals, are informed of relevant parts of your medical history so they can best care for you. Your doctor will let you know before this occurs. If you have any concerns about this discuss them with your doctor.
PROVIDING YOUR INFORMATION TO OTHERS (NON-MEDICAL PERSONS)
Your doctor will not disclose your personal health information to a third party unless:
• you have consented to the disclosure; or
• you are at risk of harm without treatment and are unable to give consent to disclosure (eg, if you are unconscious after an accident); or
• your doctor is legally obliged to disclose the information (eg, notification of certain infectious diseases or suspected child abuse, or a subpoena or court order); or
• the information is necessary to obtain Medicare payments or other health insurance rebates; or
• there is an overriding public health and safety interest in the release of the information.
There are times when disclosure is necessary for the doctors in the practice to carry out a review of their practice for the purpose of improving the quality of care provided and the activity has been approved under Commonwealth or State legislation. This provides safeguards to protect the confidentiality of the information provided.
In any of the above cases, only information which is necessary to achieve the objective will be provided.
USING HEALTH INFORMATION FOR QUALITY IMPROVEMENT AND RESEARCH
We use patient health information to assist in improving the quality of care we give to all our patients by reviewing the treatments used in the practice.
We may also use information that does not identify you in research projects to improve health care in the community. You will normally be informed if your information is to be used for this purpose and will you have the opportunity to refuse to have your information used in this way.
Wherever practicable, the information used for research will not be in a form that would enable you to be identified. The publication of research results which use your information will never be in a form that enables you to be identified.
In some circumstances, where the research serves an important public interest, identifiable medical records can be used for medical research without your consent under guidelines issued by the National Health and Medical Research Council. This research must be approved by an official ethics committee.
SECURITY OF INFORMATION IN THE PRACTICE
Most medical practices, including Kirrawee Family Medical Practice, have their medical records on a computer system. We will ensure that any of your personal information that is put on computer will be kept private in the same way as occurs with paper records. This will protect your record from unauthorised access.
YOUR ACCESS TO YOUR INFORMATION
You have access to the information contained in your medical record. You may ask your doctor about any aspect of your health care including information in your record. We believe that sharing information is important for good communication between you and your doctor and for good health care.
Information in your record can be provided to you by way of an accurate and up to date summary of your care, for instance if you are moving away and are transferring to a new doctor. Do not hesitate to ask your doctor if you want a summary of your care for any reason. If you request a summary or direct access to your full medical record, your doctor will need to consider the risk of any physical or mental harm to you or any other person which may result from disclosure of your health information and may need to remove any information that may impact on the privacy of other individuals.
Your doctor will be pleased to provide a full explanation of the health summary or medical record provided.
Depending on what is involved, you may be asked to contribute to the cost of providing the information.
RESOLVING YOUR CONCERNS
If you have any concerns regarding the privacy of your health information or regarding the accuracy of the information held by the practice, you should discuss these with your doctor. Inaccurate information will be corrected or your concerns noted in the records. For legal reasons, the original notes will be retained.
We do not gather any information, such as names or email addresses, via this website. The standard web server visitor log files are only for site management purposes and we do not attempt to identify specific users.
Further information on privacy legislation is available from:
• Office of the Federal Privacy Commissioner – ph: 1300 363 992
• Office of the NSW Privacy Commissioner – ph: (02) 9268 5588
• Office of the Health Services Commissioner (Victoria) – ph: 1800 136 066
Copyright 2018 Kirrawee Family Medical Practice rev.30/07/2018