Telephone
To maintain confidentiality, we avoid telephone interruptions to doctors. The nurse may be able to assist you. Should you wish to speak to your doctor, a message will be taken, and your call returned as soon as possible. Urgent enquiries will be put through to the doctor. Telephone consultations are available and rebateable where eligible
Patient Privacy
This practice protects your personal health information to ensure it is only available to authorised staff members for the intended purposes and to comply with the Privacy Act. To obtain a copy of our Privacy Statement or your medical records, please ask at reception.
Recall and Reminder System
As our practice is committed to preventive care, we may send you an occasional reminder regarding health services appropriate to your care. If you wish to opt-out of this, please inform our reception staff.
Billing
We are a mixed billing practice. Patients will be privately billed with the exception of the following: children 15 years and under, and holders of Pension, Concession, DVA cards, and 70 years and older. Weekend Fees are privately billed for all patients, no exemptions. All billing remains at the discretion of the Doctor.
Australian Doctors Clinic has a cancellation/DNA (did not attend) fee. All cancellations must be made by phone at least 2 hours prior to appointment, unless in urgent or extenuating circumstances. Any cancellations made less than 2 hours prior or non-attendance will incur a fee that must be paid prior to further appointments being booked. Repeated non-attendance will result in no further appointments being offered.
Appointments
Australian Doctors Clinic Kenmore runs an appointment system. You can make an appointment by contacting the practice by phone or booking online. We also offer Walk-in appointments.
- 10 Minutes – Standard Appointment
- Up to 20 Minutes – Long Appointment
Please inform reception staff when booking if you may require a long appointment. If you have any forms which need to be completed, please also advise reception as this may require a private fee. Each appointment is for one person. If you have other family members who require medical attention, please make a separate booking for them, or book a double appointment. Australian Doctors Clinic Kenmore aims to adhere to appointment schedules; however, the unpredictable nature of a medical practice means that doctors sometimes run behind time. This is mostly due to a patient requiring urgent medical attention. We sincerely regret any inconvenience caused to patients when we fall behind with our appointment schedule. We would really appreciate it if you no longer need your appointment to please call and cancel so another patient can book the appointment.
Test Results, Repeat Prescriptions, Referrals
In order to monitor your health and fulfill our ethical and legal responsibilities, we require that you attend your doctor in order to receive all results, scripts or referrals. Our receptionists are unable to provide you with your results over the phone. If your doctor is unavailable, another doctor in the practice would be happy to see you to help with your request.
Recall and Reminder System
Committed to preventative care, your doctor will seek your permission to be included on our reminder system. Routinely, we may issue you with a reminder notice offering you preventative health care services appropriate to your condition; such as diabetic care, cervical screening, asthma care, aged care assessments, immunisations and health assessments. If you do not want to be part of this scheme, please let your doctor or reception staff know.
Communication Policy
It is our practice policy that doctors do not take phone calls from patients or return patient’s phone calls. If a patient needs to speak to a doctor, they must make an appointment to come in and see their preferred doctor. Reception staff are happy to put forward requests; however, it is at the doctor’s discretion in how they choose to proceed.
Disability Facilities
This practice is designed for wheelchair access. We have a wheelchair available if required. Should you have special needs, please discuss them with your doctor.
Car Parking
For your convenience car parking is available in the Australian Doctors Clinic Kenmore car park.
Management of Personal Health Information
Your medical records are private and confidential and only available to authorized members of staff. All information at Australian Doctors Clinic Kenmore is managed in accordance with the National Privacy Principles of the Privacy Act available at www.privacy.gov.au/health.
My Health Records
My Health Record is a secure online summary of your health information. Assisted Registration is available at this practice, ask your doctor or receptionist at your next visit. This practice can upload a health summary from your records to your My Health Record. For further information visit www.myhealthrecord.gov.au
Suggestions or Complaints
If you have any concerns, complaints or suggestions about any aspect of our service we would appreciate hearing about them and will take them seriously. Please use one of the following: Phone: 3085 8111 Email: manager@audoc.com.au Use the suggestion box. Matters which are unable to be resolved within the practice may be referred to: Office of the Health Ombudsman 133646 (133OHO) complaints@oho.qld.gov.au PO BOX 13281 George Street Brisbane 4003
