Practice Communication Policy

How and when you receive and return phone calls and electronic communication with patients

TELEPHONING YOUR DOCTOR

Messages may be left with reception however, it is encouraged to book a consultation for most matters. Your doctor will review your message and respond as they determine most appropriate.

This may be by calling you, sending an SMS or requesting reception to call you back.

A request for a call back at a designated time cannot be accepted.

TEST RESULTS

It is important to follow up test results.

At the time your doctor orders your tests they will let you know the results follow up plan.

This will usually either be a face 2 face consultation or a telehealth results consultation.

You can then arrange a time with the doctor to discuss the results.

If your results need more urgent follow up, your doctor will contact you as needed.

The practice nurses are not able to assist with advising patients of their results.

Practice Policy for Managing Patient Health Information

MANAGEMENT OF YOUR PERSONAL HEALTH INFORMATION

Your medical record is a confidential document.

It is the practice’s policy to maintain security of your personal health information at all times on behalf of consulting   GPs. The practice ensures that it is only available to authorised administrative members of staff where necessary.

All records are computerised and password protected.

How to provide feedback/complaints

COMPLAINTS AND FEEDBACK POLICY

 Patient complaints and feedback are an important contributor to the improvement of services. Patients have a right to make a complaint or provide feedback.

How do I make a complaint/give feedback?

You can make a complaint verbally by asking to speak with a manager or in writing via email or letter. Emailed complaints/feedback should be addressed to: digital@schottersrdmc.com.au

The practice manager will respond to your complaint/feedback within 5 working days.

What will you do with my complaint/feedback?

The practice manager will discuss your issues with relevant parties and advise you of any outcomes. Your complaint/feedback will also be reviewed with the management team to identify areas for improvement in service provision or policies and procedures.

What happens if I’m not satisfied with the outcome of my complaint/feedback?

If you are not happy with the actions taken, or the outcome resulting from your complaint/feedback, we encourage you to explore this further with the practice manager.

If you are still unhappy, you are entitled to register a complaint with the Victorian Health Services Commissioner:

Ph: 1300 582 113

Website: www.health.vic.gov.au