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Access to Medical Records
Patients at this practice have the right to access their personal health information under legislation, subject to certain exceptions, forms and the payment of reasonable fees.
Personal information will only be released to a third party (including specialists) according to privacy laws and at the doctor’s discretion, written authorisation from the patient is required.
After hours care
In case of emergency contact the Rockingham General Hospital on 9599 4892 or present to the emergency department.
For after hours service providing home consults in the Rockingham Area, call Dial-A-Doctor on 1300 030 030.
An appointment for a standard consultation (10 or 15 minutes depending on GP) will be made with your preferred doctor or the next available doctor, depending on your preference.
Extended consultations are available. If you anticipate that you will require a longer consultation, please advise the receptionist when making a booking.
Please Note: If booking online you can only book a standard consultation and doctor specification is not possible.
If you require a longer, more specialised appointment or would like to see a particular doctor please call the surgery to book.
Our cancellation fee is $37 which will be charged if we do not receive adequate notice of your cancellation.
We need 24 hours notice if you wish to cancel an appointment prior to midday or minimum of 2 hours notice for afternoon appointments, this enables us to reschedule the day for other patients.
Cancellation fees charged must be paid before any future appointments can be booked with us.
Our practice encourages both positive and negative feedback from our patients. If you have a suggestion or complaint please do not hesitate to speak to our Practice Manager.
Written feedback can be hand delivered or posted to the Practice Manager, 3 Halliburton Avenue, WARNBRO 6169. We will respond to any grievances or suggestions promptly.
Should you not be satisfied with the practices handling of your complaint, you may choose to then forward your complaint to the Health and Disability Services Complaints Office:
Health and Disability Services Complaints Office (HaDSCO)
GPO Box B61, Perth WA 6838
Complaints and Enquiries Line:
Fax: (08) 6551 7630
Country Free Call: 1800 813 583
Contacting your doctor
If you have a query and our receptionist or nurse is unable to help you, she will leave a message for your doctor. All attempts will be made to assist in your query however consulting patients over the phone is difficult and often unfair on both the patient and doctor and you may be asked to make an appointment to review appropriately.
Our surgery may send you SMS reminders of appointments, if you do not wish to receive these please notify reception and they will remove you from the recall.
General email enquiries can be made via our practice website. We will attempt to respond to all email queries within 24 hours. If your query is urgent or if you need to cancel an appointment on the day please call reception on 9523 7300 as we cannot always guarantee immediate response to email communication.
It is our policy that all communication with patients via electronic means is conducted with appropriate regard to the privacy laws relating to health information.
If you have an emergency please telephone 000 or go to your nearest Emergency Department.
Palm Springs Medical Centre is a private billing practice, so fees are at the discretion of your treating doctor.
Children under 16, pensioners and Health Care Card holders will be bulk billed, current concession card must be sighted at each visit.
Please contact us if you wish to discuss the fee for your appointment.
We have a dedicated Primary Care Nurse on site who offers a variety of specialised health assessments to assertain your risk of chronic health conditions such as diabetes, chronic heart disease, osteoporosis, asthma and COPD.
If you are at risk or have been diagnosed with any of these diseases your doctor and our primary care nurse will work together with you on a routine basis to help you towards disease prevention and management.
Medical certificates are available and can be requested at the time of consultation with your doctor. If you require a special consideration certificate, please bring the necessary paperwork to your consultation.
Privacy and confidentiality
We comply with Australian Government Legislation, ensuring that the privacy of our patients is maintained.
Further information is available from the Office of the Australian Information Commissioner on 1300 363 992
Reminders and practice information
Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time.
Please advise the staff if you do not wish to participate in this program.
If you are taking prescribed medication it is in the best interest of your health to be seen by the doctor when a repeat script is required.
Repeats will not be issued unless you attend the GP for a review, except in special circumstances where prior arrangement has been made with your doctor.
If your doctor does happen to write a prescription without an appointment there will be a prescription fee of $5 that must be paid upon collection.
Our practice does not provide Schedule 8 medication prescriptions upon first consultation, as we must apply for authorisation from the Department of Health to prescribe these medications and this may take some time.
If your condition requires ongoing prescriptions for these medicines please bring photo ID and any previous pain specialist and authority documentation you may have to assist the doctor in applying for authorisation.
As these medications are provided on Authority from the government replacement scripts are not able to be given in the case of lost prescriptions and we are unable to release these scripts earlier. Appointments must be made for Schedule 8 medication repeats without exception.
Specialist referrals require an assessment of your condition by the doctor and preparation of a referral letter.
Referral letters will not be issued unless you attend your GP for an assessment, except in special circumstances by arrangement with your doctor. Referrals cannot be backdated.
Please contact the specialist or testing centre where you have been referred for their individual fees.
To maintain strict patient confidentiality and compliance with the Privacy Act it is our policy that all test results will not be given over the phone.
Patients are required to book a follow up appointment to receive and discuss results with their doctor.
Treatment room bookings, policies and fees
To minimise waiting time to see our nursing staff we ask that the following treatments be booked with reception for an appointment time with the nurses:
Removal of stitches
Lung function testing
If following an appointment with the GP they request you to see the nurse, please take a seat in the waiting room and you will be seen by order of arrival.
Nurses cannot administer any medications without a GPs authority, this includes repeats for Depo Vera, Vitamin B12 etc. The only exception is if you have a standing order from your GP authorising ongoing medication written in your notes. Please check with your GP if you have a standing order or if one can be put in place. Once your medication from this order has run out you are required to make an appointment for review and a new script.
Nurses are not permitted to give out results, please make a follow up with your GP to discuss results.
Catch up immunisations:
These may require two visits to the clinic – the first to see the nurse with immunisation history details and the second for the commencement of vaccination schedule with the doctor. On your first visit please bring as much immunisation history as possible with you, you may need to leave this with the nurse to investigate and lodge with ACIR to calculate which vaccinations your child is due. Once the nurse has calculated what is required she will call you back to arrange an appointment with the doctor for the commencement for the catch up schedule.
Treatment room fee:
As of the 1st of September we will be charging a $10 fee for procedures completed by the doctors and a $2 fee for any treatment provided by our nursing staff that uses consumables such as bandages, dressings, ear syringing, spiros, ECGs etc.
As there has been no Medicare rebate increase for 3 years and it is not expected to increase until 2018 and we bulk bill 90% of our patient base we are finding it hard to continue to keep our treatment room stocked with the variety of items required to deliver the high standard of care we are proud of, as each year our suppliers increase their costs. The new fee is an attempt to help fill this increasing gap so we can continue to provide our patients with the best materials to help them heal faster. We seek your understanding during this time as we endeavour to continue to supply you with the best possible service.