Appointments and Consultation Policy:
To improve our services and reduce waiting times, APPOINTMENTS are preferable except in Emergencies / Urgent cases. We will see walk-ins; however priority will be given to patients with an appointment.
A standard consultation is up to 15 minutes. Please limit consultations to 1-2 issues. Please advise reception if you require a longer appointment e.g. procedures, pap smears, immunisations, new patients, workers compensation, counselling etc.
Please inform reception staff upon your arrival and let them know your requirement and they will try to accommodate your needs depends on availability.
Please be advised that the appointment time is the time of arrival to the surgery and NOT necessary the time that you will be seen by the doctor. Please be patient while waiting in the reception area, particular when the surgery is busy. We aim to keep your waiting time to a minimum. However, there will be some appointments when a patient needs some extra time, which is out of a doctor’s control. Please understand and considerate. You can call up and check with the receptionist regarding the waiting time.
All referrals, repeat prescriptions and blood test results require an appointment.
Privacy Policy:
By Australian Government Legislation, our GPs adhere to the AMA code of Ethics regarding Privacy and Confidentiality. Please be assured that medical records and consultations are kept in the strictest confidence. We do not allow any kind of recording at our medical centre.
Fees and Payment Policy:
St. Johns Park Medical Centre is a bulk billing practice for Medicare services for those patients who hold a valid Medicare Card. However, fees are charged for Allied Health Services, certain Vaccines and Medicals like Workers Compensation, CTP, Pre-employment and Commercial Licence health assessment, INR, Pregnancy test and Prints, Procedures, Wound dressing, etc. AND those who do not have valid Medicare. Please do not hesitate to discuss possible fees and charges with our staff.
Referral, Medical Certificate and Prescription Request Policy:
Please see our doctors if you require a referral to see a specialist, psychologist, or other health care provider etc. As it can take time to fully understand your problem and also to write a detailed referral for you, please be considerate in allowing an adequate time for the doctor to see you before your planned specialist appointments.
Medical certificates and Referrals CANNOT be backdated. Also need to give adequate time to doctor to understand your problem before give a referral to you. It’s your responsibility meets your employer requirements
If you need a prescription, please kindly approach your doctor. Unfortunately, we are not able to provide prescriptions or referrals over the phone.
We do not prescribe any addictive medication for new patients. For the regular patients doctors need to review before give any addictive medication and if doctor decided not needed request will be refused.
Test result Policy:
Our administrative staff will ring you to schedule an appointment, if directed by the doctor and based upon urgency, to collect & discuss results. We are not able to provide results over the phone except under special circumstances.
Zero Tolerance Policy:
Aggression, violence, abuse and threatening behaviour will not be tolerated by professionals and staff working in St Johns Park Medical Centre.
All incidents of Violence, Threats, Verbal abuse, Sexual and/or Racial harassment will be reported to the Practice Manager immediately. Where appropriate, the police and the Health Authority will also be notified. All offenders in this respect risk immediate removal from the Practice’s Patient List.
We do not prescribe any addictive medication for new patients. For the regular patients doctors need to review before give any addictive medication and if doctor decided not needed request will be refused.
No-show Policy:
Please cancel your appointment as soon as possible if you cannot attend. If you did not turn up for your appointment, there is $100 penalty fees will apply and you won’t be able to make an appointment unless you pay your penalty fees. If more than 3 missed appointments, patient will be dismissed.
Feedback, Suggestion and Complaint Resolution Policy:
Any Feedback, Suggestion and Complaints are welcome via Phone call, Writing, Email or In Person. All complaint must include Full name, Date of birth, Date of service, Full name of staff and Details of complaint. Our Practice Manager will investigate instantly to resolve complaints as soon as possible and contact via Post or Phone Call.
You can also contact NSW Health Care Complaint Commission at (02) 9219 7444 (or) hccc@hccc.nsw.gov.au and AHPRA.
Social Media and Email Policy:
- Internet and email facilities are provided for business purposes only and should be limited to such use;
- Internet and email use and content will be monitored;
- Unauthorised use of the internet and email is not permitted;
- Employees must not access or send emails which contain content that is inappropriate, harassing or which may bring the business into disrepute;
- Emails sent using employer provided services should be professional and courteous; and
- Disciplinary action may be taken for breaches of the policy.
- Patients’ request for appointments via email may not be taken into action as patients can book via online or phone call or in person.