Policy
Home Visits
If a home visit is necessary, please ring the clinic early in the day if possible, as home visits are usually made between 1.00pm and 2.00pm. In an emergency the doctor will visit at home as soon as possible.
Urgent Appointment Requests
If you require an appointment and you believe it to be urgent, our receptionists will put you through to one of our nurses to discuss the issue and determine how soon you may need to be seen by a doctor. They will ask you to describe the problem and symptoms and how long they have been present. They have guidelines to assist in determining when you should be seen and in some cases they will also consult with one of the doctors.
If no doctor is available they may advise you to ring 000 and ask for an ambulance in an emergency, or go to the nearest emergency department if less urgent. If you are unable to call the ambulance our staff will assist. We require your location and contact details (eg telephone number) and a brief description of the problem. If a patient presents to reception requesting an urgent appointment, the nurses will come and assess your condition first.
Nurse Only Appointments
Our Registered Nurses are particularly experienced in wound management, childhood and travel immunisations and chronic disease management. It is appropriate for the nurses to see patients either without the doctor or with a short consultation from the doctor. Appointments to see the nurses can be made via the receptionists. If you are unsure about this you can request to speak to the nurse before making the appointment.
Travel and other Vaccinations
Prior to vaccinations you will require a consultation with a doctor to determine what vaccination is required and to consider your previous medical history. If you require further vaccinations that are prescribed by the doctor at the time you may make an appointment with the nurse for these follow up vaccinations.
There is an additional cost for the vaccines and the cost is determined by the type of vaccine required. Many childhood vaccines are supplied by the government, which do not incur a cost.
Email Enquiries
We regret that we are unable to respond to email enquiries due to privacy protocols.
Doctors Receiving and Returning Phone Calls
Whilst the doctors in this practice are consulting with patients they regret they are generally unable to take telephone calls. The receptionists are often able to assist with answering your questions either directly or will get back to you with the doctor’s response. They will pass all messages on to your doctor.
Reminder Systems
As we are a computerised practice we are able to generate reminders for your care. These may be for diagnostic procedures or for immunisations. If you do not wish to take part in this system please inform your doctor.
Repeat Scripts Protocol
Wheelers Hill Clinic charges a small rebateable fee for patients who request repeat prescriptions outside of a doctors consultation. All script requests are reviewed by the doctor who will decide whether you will need to be seen for your script. Our doctors require 24 hour’s notice for script requests.
You should collect your script from the clinic in person and a brief consultation with no out of pocket fees will apply (no appointment is necessary but there may be a small wait for a doctor to be available). This policy allows us to satisfy the requirements of the privacy legislation and of Medicare. Where you request a script to be posted, a non-rebateable fee of $10 may apply and consent for credit card payment over the phone is requested. If you have special needs regarding this system, please let us know, either through the receptionist or your doctor.
Personal Information
Staff respect the rights and needs of all patients. The Clinic is an equal opportunity medical practice. Visual and auditory privacy for patients is provided in the waiting room and during the consultation. The waiting room provides soft music or TV to assist patient auditory privacy. Each doctor’s consulting room has a curtain around the examination couch for patient privacy and the door is closed for each consultation.
Patient privacy and confidentiality are assured for consultations and in medical and accounting records, appointments, telephone calls and electronic media including computer information.
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Appointments
The Clinic uses a computerised appointment system. Each doctor, nurse and allied health professional has specific times allocated to his/her consulting sessions. Short and long consultations are available. One appointment is required for each family member requesting to be seen.
Patients are given an appointment with the doctor of their choice whenever possible. Please advise if your request for an appointment is urgent, as there are designated appointments available for emergencies. The nurse or receptionist will triage the degree of urgency of your complaint.
If you have a number of problems to talk to your doctor about, we request that you ask for a longer appointment at the time of booking. If you require a general medical assessment, this will also require a longer appointment time to be allocated.
Our reception staff make every effort to inform patients of delays when a doctor is running late, however if you have been waiting longer than 20-30 minutes please let the receptionist know. To reduce time, please call and check on the wait time before you leave home.
