CONSULTATIONS

Consultations are by appointment with the patient’s regular doctor. We see the development of continuing doctor and patient relationships as an essential part of effective positive treatment. If the patient’s regular doctor is not available within the time desired our receptionists will offer the patient an appointment with an alternate doctor who may be available.

Our doctors strive to give patients as much time as they need. Often the presenting medical condition is also combined with genuine and emotional questions and concerns. Our doctors will take the time to discuss these matters with you. We do not set limits on the number of concerns that a patient can raise at each consultation e.g., by asking the patient to come back for another consultation to deal with issues beyond the first one mentioned.

Our doctors are quite efficient when the presenting problem is routine like a cough or a cold or a medical certificate, our doctors will conclude the consultation quickly. 

LONGER APPOINTMENTS

If you require a longer appointment please let our staff know. You should also advise staff if more than one member of your family requires to be seen so that an appointment can be made for each of them. On your first consult with our Practice we prefer a longer appointment so we can get to know you and your medical history.

REPEAT PRESCRIPTIONS

An appointment must be made for all repeat prescriptions. No phone prescriptions will be given. Our doctors strive to maintain a close relationship to their patients and this can not be achieved with out seeing patients regularly. 

EMERGENCIES

We will always triage patients needing emergency treatment.

If you believe that you or your child needs urgent medical care please advice reception, or out of hours dial 000. Our receptionist will then advise a nurse or doctor who will assess the situation. The nurse or doctor may arrange for you to come to the surgery at once to be seen by a doctor or, may advise you to go straight to hospital or dial 000. You may decide after discussion with our staff that the matter does not require urgent treatment and a later appointment can be scheduled for that day.

EMAIL REQUESTS FOR MEDICAL ADVICE

Our Medical Practice does not accept email requests for medical advice. Patients wanting medical advice must obtain an appointment to see a doctor at our practice. Our receptionists will happily help you to book an appointment in person at our practice or by calling 02 6258 0006.

FOLLOW-UPS

Our doctors set aside a number of consultation periods each day for follow up of patient's test results, discussion with specialists and other health professionals about more in depth cases, arrangements on behalf of patients with hospitals, community organisations and government authorities. Our doctors will always contact you as soon as possible if an urgent result has been returned to us.

BILLING

My Medical Practice is a Mixed Billing Practice. All consultations are billed according to individual doctor fees structure.  Please see below for additional details.

Bulk Billing is available with some doctors at all of our practices, please check individual doctors profile before booking.



PATIENT CARE

Our Practice offers holistic healthcare for our patients - that is, care which responds not only to the presenting medical condition but also its long term history and its psycho-social context. The practice encourages patients to develop an ongoing relationship with their GP so that discrete health care events are experienced by the patient as coherent and connected, and consistent with the patients medical needs. Research shows that many health problems are related to diet and lifestyle choices. Doctors at My Medical Practice therefore, as a matter of course, raise these matters with patients and recommend responses.

CARE PLANS

Chronic disease (such as cardiovascular disease, cancer, diabetes, asthma and arthritis) accounts for around 80% of the total burden of illness in Australia. Chronic illnesses can compromise quality of life and lead to gradual deterioration of health. An option for patients with chronic disease is preparation of a Care Plan. Care Plans drawn up by our doctors typically include a detailed overview of the patient's health history and treatment: and identify treatment objectives and methods, patient self care options and the identify of other health professionals involved in their care. These health summaries can be retained by the patient for presentation at hospital or to other health professionals.​

PATIENT RECALLS

The Practice offers a recall system to provide systematic preventative care and early case detection. Patients who do not wish to be involved in this system should advise their doctor.

HOME VISITS

Home visits are available for patients of the practice who may not be able to come to the practice premises due to chronic conditions or disability. These patients are asked to contact the practice during normal working hours to arrange home visits. Nursing home visits are available by arrangement also.

Communication with patients by electronic means:

Policy 

Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS).

Communication with patients via electronic means is conducted with appropriate regard to privacy.

Procedure 

Our practice’s primary reason for communicating electronically to patients is to issue appointment reminders and we verify the correct contact details of the patient at the time of the appointment being made.

Whilst not encouraged, our practice allows patients an opportunity to obtain advice or information related to their care by electronic means, but only where the general practitioner determines that a face-to-face consultation is unnecessary and that communication by electronic means is suitable. Our practice will only provide information that is of a general, non-urgent nature and will not initiate electronic communication (other than SMS appointment reminders) with patients. Any electronic communication received from patients is also used as a method to verify the contact details we have recorded on file are correct and up-to-date.

Communication with patients via electronic means is conducted with appropriate regard to privacy. Before obtaining and documenting the patient’s consent, patients are fully informed through information contained in the new patient registration form, of the risks associated with electronic communication in that the information could be intercepted or read by someone other than the intended recipient.

When an email message is sent or received in the course of a person's duties, that message is a business communication and therefore constitutes an official record. Patients are informed of any costs to be incurred as a result of the electronic advice or information being provided, and all electronic contact with patients is recorded in their health record.

All members of the practice team are made aware of our policy regarding electronic communication with patients during induction, and are reminded of this policy on an ongoing basis. They are made aware that electronic communications could be forwarded, intercepted, printed and stored by others. Each member of the practice team holds full accountability for emails sent in their name or held in their mailbox, and they are expected to utilise this communication tool in an acceptable manner.

This includes, but is not limited to:

• Limiting the exchange of personal emails,

• Refraining from responding to unsolicited or unwanted emails, 

• Deleting hoaxes or chain emails,

• Not opening email attachments from unknown senders,

• Virus checking all email attachments,

• Maintaining appropriate language within electronic communications,

• Ensuring any personal opinions are clearly indicated as such, and

• Confidential information (e.g. patient information) must be encrypted.

Our practice reserves the right to check an individual’s email accounts as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.

The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating the following ;

The content of this e-mail, including attachments, contains confidential information and is a communication between Murrumbateman Pharmacy and Medical and the intended recipient. If you are not the intended recipient, any use, disseminate, disclosure or copying of this e-mail, including any attachments, is unauthorised and strictly prohibited. If you have received this e-mail by mistake please delete the e-mail and any attachments from your system and notify the sender as soon as possible.

The content of this e-mail, including attachments, contains confidential information and is a communication between My Medical Practice - Yass and the intended recipient. If you are not the intended recipient, any use, disseminate, disclosure or copying of this e-mail, including any attachments, is unauthorised and strictly prohibited. If you have received this e-mail by mistake please delete the e-mail and any attachments from your system and notify the sender as soon as possible.

The content of this e-mail, including attachments, contains confidential information and is a communication between My Medical Practice Charnwood and the intended recipient. If you are not the intended recipient, any use, disseminate, disclosure or copying of this e-mail, including any attachments, is unauthorised and strictly prohibited. If you have received this e-mail by mistake please delete the e-mail and any attachments from your system and notify the sender as soon as possible.

PRIVACY:

My Medical Practice maintains strict control on access to patient medical records. If you would like to know more, please discuss the matter with your doctor or ask the receptionist for a copy of our policy statement on privacy. All staff within our premises are also obligated to sign confidentiality agreements.

OUR PRIVACY POLICY

current as of 26th May 2021

Introduction: This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

why and when your consent is necessary?

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg. staff training)

What personal information do we collect?

The information we will collect about you includes:

- Names, date of birth, addresses, contact details

- Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors

- Medicare number (where available) for identification and claiming purposes

- health identifiers

- health fund details

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

Those patients who decline to provide our practice with their correct identity, with corresponding documents, will be required to pay for any and all consultations with the doctors of the practice at private billing rates. Any fees charged will not be able to be submitted to Medicare for a rebate. This includes any imaging, referrals or pathology requested under this pseudonym

How do we collect your personal information?

Our practice may collect your personal information in several different ways.

1. when yo make your first appointment our practice will collect your personal and demographic information via your registration
2. During the course of providing medical services, we may collect further personal information. Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary, HotDoc and HealthEngine.
3. We may also collect your personal information when you visit our website, send us an email or sms, telephone us, make an online appointment online or communicate with us using social media.
4. In some circumstances personal information may also be collected for other sources. Often this is because it is not practice or reasonable to collect it from you directly.

This may include information from

1. Your Guardian or responsible person
2. other involved health care providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
3. your health fund, Medicare, or the Department of Veteran's Affairs (as necessary)

When, why and with whom do we share your personal information?

We sometimes share your personal information:

1. With third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers - these third parties are required to comply with APPs and this policy
2. with other healthcare providers
3. when it is required or authorised by law (eg court subpoenas)
4. when it is necessary to lessen or prevent a serious threat to a patient's life, health or safety or public health or safety, or it is impractical to obtain the patient's consent
5. to assist in locating a missing person
6. to establish, exercise or defend an equitable claim
7. for the purpose of confidential dispute resolution process
8. when there  is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
9. during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary)

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. if you do not consent, you may opt out of direct marketing at any time by notifying our practice in writing attention to "The Director"

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You will need to provide written advice to our Director that you do not want your information included.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. The majority of our records are in electronic format. Any correspondence, received in an alternative method eg: post, or fax are then scanned into your personal records and paper document is then shredded. X-Rays, CT scans etc are not held by the practice and are the responsibility of the patient. Documented photos are stored in your electronic records.

Our practice stores all personal information securely. All electronic patient records, personal information, financial information etc are securely stored using individual passwords, confidentiality agreements for any staff and or contractors entering the premises. This system is maintained both within the practice, and via our IT consultants.

Encrypted Back-ups of all data are performed daily and held securely offsite in the event of a fire disaster.

Staff and contractors will ensure the premises is secured and locked prior to leaving.

How can you access and correct your personal information at our practice?

You have the right to request access to and make correction of your personal information.

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing and we will respond within a reasonable time, generally within 30 days of receipt of the request.

Once the request has been considered and approved by the doctor and practice Director, you will be required to make an appointment with your doctor. There will be a fee charged for the doctor's time, and practice resources for production of these records. This fee will be reasonable and at the discretion of Management pending file size and complexity, please note this cannot be claimed through Medicare.

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the practice.

Charnwood: You may submit this by post, My Medical Practice - Charnwood, 7/7 Charnwood place, Charnwood ACT 2615, email mymedicalpracticecharnwood@gmail.com, by completing a new registration form at the reception desk or with your doctor if appropriate.

Murrumbateman: You may submit this by post, Murrumbateman Pharmacy & Medical, 5 Hercules Street, Murrumbateman NSW 2582. email: murrumbatemanmedical@gmail.com, by completing a new registration form at the reception desk or with your doctor if appropriate.

Yass: You may submit this by post, My Medical Practice - Yass, 63 Laidlaw Street, Yass NSW 2582, email mymedicalpracticeyass@gmail.com, by completing a new registration form at the reception desk or with your doctor if appropriate.

How can you lodge a privacy related complaint, and how will the complaint be handed at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. This should be addressed to the Owner/Director and be marked as "private and confidential" We will then attempt to resolve it in accordance with our resolution and complaints procedure.

Your may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992

Privacy - our website and electronic communications

Our website https://www.mymedicalpractice.com.au is available for your convenience. You may book appointments here via third party services such as HotDoc and HealthEngine. You may also find our contact details for all practices on this website.

Due to privacy and security regulations, communication via email is not preferred. Without a password or encryption it creates a risk that your email may be intercepted, and read by a third party. For this reason we prefer to not send any private health information to you in this format without your express written, and documented consent, within your health records. This is to be signed in the new Patient Registration form. By providing us with written consent you are accepting any and all risks associated with communicating via email.

We do not provide medical advice via email and our website is general advice only. Please book an appointment with your doctor for any personalised medical advice required. Facebook pages for all My Pharmacy Group Pty ltd businesses are utilised as information and advertising platforms to reach our population and patient base, instant messaging services are not utilised on these social media platforms nor will be responded to as this mailbox is unmonitored. All contact with the practice is to be through the website, email or by phoning the practice, or in person.

A cookie is a small file placed in your web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (eg. name, address, email address or telephone number). Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. This may, however, prevent you from taking full advantage of our website. Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies and pixels may be sued to serve relevant ads to website visitors through third party services such as Google Adwords and Facebook Adverts. These ads may appear on this website or other websites you visit.

Our practice use a SMS (short message service) to communicate with our patients. We will never send any messages containing results via an SMS. The SMS will be encrypted if it contains a health message. This message is able to be unlocked with the patients surname and date of birth. Once opened it will direct the patient to book a follow up appointment with their Doctor. Additionally, we use our SMS service to communicate with patients about their appointment times, or if they need to be rescheduled. The day prior to your appointment you will be prompted with a reminder to confirm or cancel your appointment. Occasionally due to the doctor becoming unavailable, we will send a quick message stating the Doctor is unavailable and you will need to contact us to reschedule. We will usually follow this with a phone call.

Health Information of Children and Young People under the age of 18

Under common law patients under the age of 18 who are determined to be a mature minor can consent to their own medical treatment. The child or young person must have a "sufficient understanding and intelligence" to enable him or her to fully understand what is proposed as assessed by the general practitioner. As such the general practitioner cannot go against the wishes of a patient if they are a mature minor and it can be a breach of their confidentiality and privacy to discuss their medical care with their parents against their wishes. At our practices unless otherwise recorded by the general practitioner in the patients file/test results, patients aged 16 and over are afforded the individual right of privacy and confidentiality with their medical treatment by staff. To access information/results from a minors file aged 16 and over the minor is requested to sign a consent to release information form for their parent which is scanned and recorded in the patient's file.

Privacy Policy statement

Our privacy policy will be reviewed by our Director and Assistant Director annually. Occasionally the policy may be reviewed and amended prior to the review date, if required to encompass changes which are made by the OAIC. Thereafter the review will continue annually

Review date: 26th May 2022

​YOUR RIGHTS

Patients are encouraged to discuss any problem about treatment with their doctor or any other member of staff. If a patient feels he or she is unable to resolve the problem within the practice, the patient can also make a complaint at the State Health Care Complaints Commission by visiting there website on ACT: www.hccc.act.gov.au | NSW: www.hccc.nsw.gov.au