Non-Attendance /Cancellation of Appointments policy:
If you are unable to keep your appointment, please let us know as soon as possible so that we can make the appointment available to someone else. A non-refundable/non Medicare claimable DNA fee of $ 40 fee will be issued for non-attendance or less than 3 hours’ notice for appointment cancellations. This fee will need to be paid prior to your next consultation.
Our appointment reminder text message serves as a reminder of this policy. The reminder system offers the convenience of cancelling via SMS if the appointment is no longer needed. Alternatively, you may call the reception to cancel the appointment.
Home Visits:
As the our Practice is open 7 days a week and with extended hours, the patients’ access to treatment at the Practice is enhanced, and home visits are usually kept to a minimum. However, wherever possible if their condition prevents them from coming to the surgery, if they live within a 5km radius of the Practice and at the Doctors discretion a home visit can be arranged.
Telephone Access:
GP’s in our practice may be contacted during normal opening hours.
If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call.
In an emergency your call will always be put through to the GP. We do not communicate via SMS or email.
Results:
we use a secure automated SMS system to communicate with patients about results. It is the patient’s responsibility to follow up on their test results, and we actively encourage patients to be proactive in their healthcare and book an appointment for results before leaving the clinic.
We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.
Please book an appointment to get your test results.
It is the policy of this practice for all patients to return to see their doctor for all test results. Please make an appointment after your test has been performed. Only in rare cases this can be done over the phone, at your GPs discretion.
Recalls & Reminders:
We may contact you about your results or for a follow up appointment via SMS, phone and/or letters.
It is important to note that when we contact you via SMS or letter, we are doing so via our practice software systems. If a message includes the words “ non urgent ”, please do not be alarmed. This means that your doctor has determined that it is important for you to return to see them in a timely manner.
Please book an urgent appointment calling the reception if you receive a text message which includes words “urgent”. Our reception will call you to book apptoitment. you may also receive a telephone call from either your GP or our Nursing Staff.
To ensure we can contact you about your results or appointments, please advise our reception teams that you would like to opt-in to receive SMS communications and don’t forget to let us know if any of your contact information has changed.
Our practice is committed to preventative care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care.
If you do not wish to be a part of this system please let your doctor or receptionist know.
Referrals / Sick Certificates / Prescriptions:
Patients need to make an appointment to see a doctor for any of the these.
Electronic Communication
Our practice values your privacy. At times, we may email you or you may also receive SMS messages if you have opted-in to receive them. Please note, to protect your personal information, we are unable to accept email communication from patients.
Billing Policy:
We are a Mixed Billing Practice, with bulk billing available MONDAY to FRIDAY (Exceptions Apply) Please call Reception. NO BULK BILLING AVAILABLE FOR SKINIC CLINIC
Weekends and Public Holidays- Bulk billing only to valid Concession, Pension and DVA Card holders and children under 16 ONLY
Please note that the minimum Gap Payment for standard consultation is $25. Patients will need to pay the full fee (Medicare fee + Gap) at the time of consultation and claim back the rebate from Medicare. Rebate can be claimed instantly and transferred to the patient’s account via cheque/ saving bank card.
What can’t you claim through Medicare?
The following services cannot be claimed through Medicare:
- Insurance reports
- Insurance medicals
- Commercial/heavy vehicle licences
- Pre-employment medicals
- Appointment for health screening and immunization history forms
Private fee apply for all these consultations. Full payment is required at the time of appointment. Please call the clinic reception for more information and to book appointment.
All workers compensation and motor vehicle accident patients are required to pay their account at the time of consultation.
Workcover and Motor Vehicle claims will remain your responsibility until accepted by Workcover or insurance company. Please ask our receptionist for assistance, if you require help with submitting your claim.
Please note – all accounts are the patient’s responsibility.
Infection Control:
Hill Cove Medical centre follows the guidelines recommended by the Australian Medical Association and the Royal Australian College of General Practitioners regarding infection control and sterilizing techniques.
Smoking:
This practice has a no smoking policy.
Patient Feedback:
We take feedback, complaints, and concerns very seriously.
Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with your GP or a member of our Practice Management team.
Our practice operates according to the Australian Medical Association Code of Ethics. From time to time we may ask you to complete a confidential questionnaire giving your thoughts on the clinic and the services we offer. If you feel that improvements can be made, we are keen to hear your suggestions. While we believe that problems are best handled within the practice, you may choose to address you concerns to:
Health and Community Services Complaints Commissioner (HCSCC)
P O Box 199
Rundle Mall SA 5000
Ph 8226 8666 – or Toll Free 1800 232 007
All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.
For further information, please visit the Australian Commission on Safety and Quality in Health Care website.
Privacy policy:
Your medical record is a confidential document. It is the policy of this practice to always maintain the security of personal health information and to ensure that this information is only available to authorized members of staff.
You can download our Privacy Policy HERE
We abide by the National Privacy Principles available at
https://www.oaic.gov.au/privacy/health-information/
Indigenous Acknowledgement:
We acknowledge the traditional custodians of country throughout Australia and pay respect to the traditional custodians of this land, waterways, and sky the traditional people and their Elders, past, present and emerging. We also acknowledge the Kaurna people as the traditional custodians of the Adelaide region and that their cultural and heritage beliefs are still as important to the living Kaurna people today.