Management of Personal Health Information
The practice has strict guidelines on confidentiality, patient consent, consent for a 3rd party to obtain information, transferring of health information and access and security of personal health information.
It adheres to the The National Privacy Principles Act and the Health Records and Information Act.
Your Doctor or the Practice Nurse will attempt to contact you immediately via the contact details supplied. If our attempts at contact are unsuccessful, a letter will be forwarded to your address to contact us urgently for an appointment.
The Nurse will contact you via phone to advise that you need to make an appointment to see your Doctor. If our attempts to contact you are unsuccessful, a letter will be forwarded to your address to contact us for an appointment.
If your results are NORMAL, we will NOT contact you. You are welcome to phone us to check if your results have been returned to us, but you will have to make an appointment to discuss these results.
At no time are results provided to you over the phone due to confidentiality laws.
Recalls and Reminders
Patients are contacted for recalls and reminders. If our attempts at contact are unsuccessful a letter will be forwarded to your address to contact us for an appointment.
Confidential information is not included in these letters. All personal information is stored on a program specific, encrypted computer database .
Please phone 08 9226 0832 for an appointment. If you need more time with the doctor, please advise the receptionist when you make your booking. Urgent medical needs will always be dealt with promptly.
Did Not Attend (DNA) and Cancellation Policy
Due to the high demand for bulk billing appointments and the high number of non-attendances and cancellations for GP appointments, we will charge a fee of $40 per consultation or if a double consult a fee of $80, that is not attended or not cancelled within 4 hours of the appointment time. If this account is not paid, a letter of suspension of services and the outstanding account will be issued. This letter will see your access to all services suspended until accounts are paid. There may also be the possibility of permanent suspension from the practice at the Doctors’ discretion for repeat offenders. We have many wasted appointments every day and by introducing this policy we hope patients will consider canceling their appointments so that others may access them if required. If you have any concerns please speak to Reception staff.
Telephone and Electronic Communication
Electronic Communication is available via email at
All personal email is stored on a program specific encrypted computer database system. Any emails or phone calls addressed to clinical staff will be forwarded to the appropriate physician and returned with a phone call. For after-hours medical attention contact Dial-A-Doctor bulk-billed locum service on 1300 030 030 for home visits.
Alternatively seek the nearest Hospital Emergency Department: Royal Perth Hospital - Victoria Square, Perth WA 6000 Phone: (08) 9224 2244
Your feedback is important to us and Patient Feedback forms are available at reception. Alternatively, forward your comments to firstname.lastname@example.org
If for any reason you are not satisfied with the service you have received and do not wish to discuss this with us, the following information is for the state health complaint agency:
The Health and Disability Services Complaints Office (HaDSCO)
GPO Box B61 Perth WA 6838
Phone: (08) 9323 0600
Fax: (08) 9221 3675
Country Free Call: 1800 813 583