Telephone Access and Home Visits

At Edmonton Family Medical Centre, we understand that your healthcare needs are important. However, to ensure the highest quality of care for all our patients, our doctors are often engaged in consultations and cannot accept phone calls during these sessions.

Telephone Access:

If you need to speak directly with your GP, we kindly request that you schedule an appointment. This ensures that your concerns receive the focused attention they deserve. If your matter is of an urgent nature, please notify our reception staff immediately. They are well-equipped to manage your care appropriately and will work diligently to accommodate your needs.

Email Policy:

For reasons of patient privacy, confidentiality, and to minimize potential delays in response, it is not appropriate to contact the clinic via email for medical advice or appointment requests. If you require more information regarding our email policy, a copy is available upon request from our reception desk.

Home Visits:

Home visits are available exclusively for our regular patients whose medical condition prevents them from visiting the clinic. We request that patients discuss their home visit needs directly with their Doctor. This ensures that an appropriate time can be arranged for the visit.

In cases of urgent medical review, we also advise considering the option of dialing 000 to request an ambulance. Your health and safety are paramount, and this emergency service is readily available to assist in critical situations.

Repeat Prescriptions, Medical Certificates or Referrals

At Edmonton Family Medical Centre, we prioritise the continuity and quality of your healthcare. To ensure efficient and personalised care, please take note of the following policies:

Appointments Required:

Appointments are essential for obtaining results, referrals and prescription renewals. This practice ensures that your healthcare needs are met comprehensively, allowing your doctor to assess your progress and make informed decisions about your care.

Alternative Arrangements:

If you require alternative arrangements for prescription renewals or have specific needs related to your healthcare, we encourage you to discuss these requirements directly with your doctor. Our team is here to support your unique healthcare journey.

Medication Responsibility:

It is essential for patients to take responsibility for their medication management. Please make sure you maintain an adequate supply of your prescribed medications. In the event that you run out of medication before obtaining a new prescription from your doctor, most local pharmacists can provide you with a temporary supply to cover your needs until you can schedule an appointment with your doctor.

Reminder Systems

Reminder System for Preventative Care and Chronic Disease Management

At Edmonton Family Medical Centre, our commitment to your health extends to preventative care and effective chronic disease management. To ensure you receive timely and personalised care, we have implemented a comprehensive reminder system.

Timely Health Service Reminders:

Our clinic takes a proactive approach to your healthcare. Periodically, you will receive automated reminders tailored to your specific care needs. These reminders are designed to offer you health services that are aligned with your individual care plan.

Opting Out:

If you prefer not to participate in our automated reminder system, we respect your choice. Please inform our dedicated staff or discuss this with your doctor during your next appointment, and we will adjust your preferences accordingly.

Ensuring Accuracy:

The success of our reminder system relies on the accuracy of your contact information. To ensure you receive these important reminders, we kindly request that you keep your contact details updated. Please take a moment to verify and provide any necessary updates during your next visit to our clinic.

Test Results

Obtaining Test Results Policy

At Edmonton Family Medical Centre, we prioritise the accurate and timely communication of your test results. To ensure this process aligns with our commitment to professional healthcare, please take note of the following policies:

Appointment for Test Results:

In most cases, a follow-up appointment with your doctor is necessary to discuss and obtain your test results. This practice allows for a thorough and personalised review of your results, ensuring that any necessary actions or guidance can be provided.

Reception Staff Limitations:

Our dedicated reception staff, while invaluable in various aspects of your care, do not possess medical training. Consequently, they are unable to explain or interpret your test results. Please understand the significance of a test result may not always correlate with a positive or negative outcome.

Privacy and Confidentiality:

To safeguard your privacy and confidentiality, we are unable to release your test results to another person unless prior arrangements have been made with your doctor. This arrangement may apply, for instance, to parents or guardians in cases involving children.

Allowing Sufficient Time:

We recommend allowing ample time for your test results to be processed and reviewed by your doctor before scheduling a return appointment. The timeframe for this may vary depending on the specific test, and your doctor will provide guidance when providing the test request form.

Prompt Contact for Abnormal Results:

In situations where abnormal test results require immediate attention, our staff will make diligent efforts to contact you by telephone or text message. We kindly request your understanding and patience, as your safety and well-being are paramount. Please do not take offense at repeated or persistent contact attempts.

Up-to-Date Contact Details:

Maintaining current and accurate contact details with us is greatly appreciated. This ensures that we can reach you promptly when needed and continue to provide you with the highest quality of care.

Management of Your Personal Health Information

Policy on Personal Health Information

At Edmonton Family Medical Centre, safeguarding your personal health information is of paramount importance. We maintain a commitment to professionalism and strict confidentiality in all aspects of your care. Please take note of the following policies:

Maintaining Up-to-Date Information:

To ensure your care remains comprehensive and accurate, it is essential that we have current information about you and your contact details, including those of your children or partner. We appreciate your prompt notification of any changes in this regard. Our reception staff will routinely inquire about this information during each visit, not as a result of forgetfulness, but as a vital safety and security measure.

Confidentiality and Security:

Your medical record is a confidential document, and we take the utmost care to maintain its security at all times. It is the clinic’s policy to restrict access to personal health information exclusively to authorised members of our staff who are directly involved in your care. Any release of your information to third parties will only be undertaken with your explicit permission.

Privacy Policy Information:

For detailed information on our privacy policies and procedures, you may obtain a copy of our privacy policy from our reception desk or our news page.

Smoking Policy

At Edmonton Family Medical Centre, we are committed to maintaining a healthy and smoke-free environment. Please familiarise yourself with our smoking policy, which aligns with legal requirements:

No Smoking Policy:

This clinic strictly enforces a no smoking policy. Smoking is prohibited inside the clinic premises and within a distance of 4 meters (approximately 13 feet) from any clinic entrance. This policy is in accordance with applicable laws and regulations and it contributes to the overall well-being of our patients, staff and visitors.

Support for Smoking Cessation:

If you are interested in quitting smoking and would like assistance, we encourage you to discuss this with your doctor. We offer resources and support to help you on your journey toward a smoke-free life.

Your Rights

Commitment to Patient’s Rights

At Edmonton Family Medical Centre, we are unwavering in our commitment to providing our patients with a high standard of professional healthcare service. We value your opinions and recognise that your feedback is instrumental in shaping the quality of care we offer. Whether you have concerns about any aspect of our service or have suggestions for improvement, we encourage you to share your thoughts with us. Additionally, if you have experienced exemplary service and wish to convey your appreciation, we welcome your feedback.

Channels for Expression:

You can communicate your feedback or concerns openly with your doctor, nurse, or receptionist. Your input is important to us and we are here to listen and respond to your needs.

If you prefer to maintain anonymity, you may utilise our ‘Suggestion Box’ located in the waiting area. We value all forms of feedback and your contributions are crucial in enhancing the safety and quality of our services.

Taking Feedback Seriously:

We take your suggestions and complaints seriously. Your input not only helps us address specific concerns but also provides valuable insights that enable us to continually refine and improve our services for the benefit of all our patients.

External Resolution Options:

While we believe that issues are best resolved within our practice, we acknowledge that in certain circumstances, you may seek external resolution. If you find that your concerns are not adequately addressed within our practice, you have the option to contact the Office of the Health Ombudsman. They can be reached at PO Box 13281, George Street, Brisbane QLD 4003, or by calling 133 646.

Your voice matters and your feedback plays a vital role in our ongoing commitment to delivering safe, effective and patient-centered healthcare services.

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