Telephone Policy
Staff will take your details and will only interrupt a consultation if the problem is urgent. All other calls will be returned at doctor’s availability.
Email Policy
Our email address reception@mountgravattfamilypractice.com.au can be used for simple and administrative communications. Please note that this should not be used for urgent medical problems or to obtain health advice as it is not monitored continually throughout the day.
All emails will be triaged by reception staff before being passed onto the addressee, and then stored in the patient record. While every effort will be made to keep your information secure, electronic communications can potentially be compromised, so this is done at your own risk.
Consultation
Please make a separate appointment for each person that requires a consultation, even if you are seeing the same doctor.
If you have a number of things to discuss or require more time with the doctor please ask for a long appointment.
Urgent appointments are available if you are ill or injured on the day. Our nurses will speak with you about your needs and organize a suitable appointment.
Test Results and Reminders
Our practice has a system in place to follow up tests and results, reports and clinical correspondence where there is concern about the significance of the test or result. We will contact you by phone or mail if follow up is required. Results cannot be provided to you over the phone or Email.
Emergencies
If you’re faced with a life-threatening emergency – even if you’re not sure – always dial 000. Otherwise, call us and we’ll advise you on what to do.
Patient Feedback
Please feel free to comment on our service. Just pop your feedback into the questionnaire box at the reception counter.
Patient Health Information
Our practice is committed to maintaining the confidentiality of your personal health information. This medical practice collects information for the primary purpose of providing quality health care. Our Privacy Policy & Collection Statement is located on the reception counter.
Home Visits
For regular patients too incapacitated to attend the surgery, the doctor will consider a home visit. Unless it is an emergency, the visit will be done before or after the regular clinic hours. Please call the surgery to arrange this.
You’re Rights
Your concerns are important to us. Please feel free to talk to the doctor or receptionist, or write to us. If you need to discuss the matter outside this practice, please contact the Health Rights Commission at GPO Box 3089, Brisbane Qld 4001, or free call number 1800 077 308.
Interpreter & Hearing Services
If you or a family member requires an interpreter service we can organise this for you. Please make us aware when booking your appointment.
For further information please see Interpreter Service section below.
National Auslan Interpreter Service : 1300 287 526
Translating and Interpreting Service (TIS National): 13 14 50
National relay Service 1800 555 660
http://relayservice.gov.au/