Every effort will be made to accommodate your preferred appointment time and Doctor.
Urgent cases will always be given priority, and these may cause the Doctor to run late for your booked appointment time. Our Receptions staff will attempt to contact you if there is any unforeseen delay, or your doctor has been called away.
Longer consultation times are available, so please ask our Receptionist if you require some extra time. Examples of this include
- Pap Smears, or Insertion/removal of Implanon
- Mental health counselling, including Mental Health Care Plans
- Driving Licence medicals, Insurance or pre-employment medicals
- Multiple or complex medical problems
- New patients with complex medical needs
Please note, all Procedures will need to have been discussed with the Doctor first so that enough time and resources can be allocated to that appointment.
We apologise for any extended delay when waiting to see the Doctor. Please let the Receptionist know if you need to be anywhere else by a certain time and we will try to help you as best we can.
If you are unable to attend an appointment, please let us know so we arrange a new time. Your old time can be used to help someone else. Repeated non-attendance for booked appointments may result in further requests being restricted.
After Hours Arrangements
For medical emergencies, please call 000 and ask for Ambulance, Police or Fire, or the Cairns Hospital Emergency Department on 4226 0000.
For other non urgent, or medical problems that cannot wait until the next working day, you can call 13 HEALTH (13 43 25 84) for advice, or Dial-a-Doctor (1300 030 030) to arrange a home visit.
All eligible services will be Bulk Billed.
However, there are some services that aren’t covered by Medicare, such as Commercial Driver’s licence/Transport/Pre-employment/Cadet medicals and Insurance or Medico legal reports. Please inform the Receptionist when making an appointment, so that adequate time can be allocated, and the cost of the service can be explained. Any payments can be made by cash or cheque only. An ATM is located in the Piccone’s IGA store next door.
Telephone Access and Home Visits
Doctors in the clinic can be contacted during normal clinic hours through Reception. If the Doctor is busy with another patient, a message may be taken and your call will be returned as soon as convenient. The Doctor may not be able to call you back until their lunch break between 12.30-1.30, or at the end of the consulting day. Please let Reception know if the call is urgent, so they can decide whether the Doctor needs to be interrupted or alternatively the call transferred to a Nurse. Think of this; how would you react if your visit to the Doctor was repeatedly interrupted by phone calls from other patients?
It is not appropriate to email the clinic for medical advice due to patient privacy and confidentiality considerations and possible delays in responding. There may be situations where the Doctor will allow this but you will need to discuss it with them first.
Home visits are available for regular patients of the clinic, whose condition prevents them from attending the clinic. These requests will need to be discussed with the Doctor so that an appropriate time can be arranged. If an urgent review is required, please also consider the option of calling 000 for an Ambulance.
Repeat Prescriptions, Medical Certificates or Referrals
It is often inappropriate, and sometimes unsafe, to provide these without an appointment with the Doctor.
The Doctor may provide this if you attended a recent appointment but ‘forgot’ to ask for one. . However, they may not be available until the next working day. Medical certificates will only be granted for an illness for which the patient has already seen the Doctor for.
Please discuss with the Doctor if you require ongoing alternative arrangements for scripts.
Please also remember that it is your responsibility to make sure you have adequate supply of medication for each day. If you do happen to run out before getting a new script from the Doctor, your local Pharmacist will usually give you extra supply to last until you can see the Doctor.
Our clinic is committed to preventative care and chronic disease management. We may issue you with a reminder notice/letter from time to time, offering you a health service appropriate to your care. If you do not wish to be a part of this system, please let our Staff or your Doctor know. The success of this reminder system also relies on us having accurate contact details for you, so make sure this is updated at your next visit.
A follow up appointment is generally required to obtain test results.
Under Doctor’s instructions, reception may be able to give your results over the phone. Please remember, our Reception staff have limited medical training and will be unable to explain or interpret your test results. Sometimes, a negative test result may be just as important or serious as a positive result. Due to privacy/confidentiality we will be unable to give your results to another person unless prior arrangement has been made with your Doctor (eg to a parent/guardian of a child).
Please allow enough time for the results to arrive back to your Doctor before making a return appointment. Ask your Doctor how long this should be when they give you the request form for the test. Please bring all X-ray films/CDs (if given) with you to your next Doctor’s visit, unless the Doctor requested you not to. Radiology only sends your Doctor a written report, not the actual pictures, and sometimes the Doctor would like to show and explain the pictures to you in person.
There may be times when abnormal test results arrive back and the Doctor will want to see you earlier. One of our staff will try and contact you by telephone, and/or by mail. Please do not get offended with their repeated or persistent attempts to contact you – we are only concerned for your safety and well-being. Of course, having your up to date contact details on file is very much appreciated.
Management of Your Personal Health Information
It is essential that we keep up to date information about you and your contact details (including your children or partner), and appreciate it if you inform us of any changes. Our Reception will ask you about this at each visit, as a safety measure, not because we keep forgetting or losing your details!
Your medical record is a confidential document. It is the policy of this clinic to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff involved in your care. Any release of information to others will only be done with your permission.
This clinic has a no smoking policy. By law, smoking is not to take place inside, or within a distance of 4m from the clinic entrance. If you would like assistance in giving up smoking, please ask your Doctor
We aim to provide a high standard of professional service to our patients. If you are unhappy with any aspect of our service to you or have advice on how we could improve things, we would like to hear from you. Also if you feel that you have been given good service, it would also be great to hear from you. Please, feel free to talk to your Doctor, Nurse or Receptionist. If you would prefer to do it anonymously, you can write it and place it in the ‘Suggestion Box’ in the waiting area.
We take your suggestions and complaints very seriously, and your feedback provides an opportunity to make our services safer and better for everyone. We believe that problems are best handled within the practice, but if we cannot adequately satisfy your complaint, you may wish to contact the Office of the Health Ombudsman, PO Box 13281 George Street Brisbane QLD 4003, or call 133 646.
We are a zero tolerance clinic.
We do not tolerate abuse or violence of any kind. This includes all acts or threats of verbal, physical, written or electronic forms of abuse.
We do not tolerate any racial, religious, sexual, social or physical discrimination.