Practice Policies

If you require medical assistance outside of our opening hours, please call Australian After Hours Doctors on 1300 466 337 between 6pm and 8am weekdays and 12pm Saturday until 8am Monday. This is a bulk-billed service available in Brisbane. For further details, please click here.

In a medical emergency, please call 000 and ask for an ambulance.

We take feedback, complaints, and concerns very seriously.

Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with a member of our Practice Management team.

Alternatively, you can express any concerns you may have, including those related to privacy, using our enquiries form.

We will strive to resolve your concerns, in accordance with our resolution procedure. If you wish to take your complaint further, you may contact the Health Quality and Complaints Commission in Queensland, by mail: PO BOX 3089, Brisbane 4001 or phone: 3120 5999.

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

Please click here to download a copy of the Australian Charter of Healthcare Rights brochure.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws. Our clinic is part of the Better Medical group of practices and we follow the Better Medical Privacy Policy which you can access by clicking here: https://bettermedical.com.au/privacy-policy

Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take a message to pass on. Our Doctor or nurse will be in touch on the same day, or, if they are not available on the day, the next time they are scheduled to be in clinic.

Practice policy is that no consultation will be conducted via email. The practice will not usually discuss results over email as we cannot guarantee confidentiality. There may be exceptional circumstances; however, this is at the discretion of the doctor and must be communicated and agreed upon at the time of face-to-face consultation.

Email is generally used only for correspondence of a non-sensitive nature. While we make reasonable efforts to secure email communication, users should be aware that transmitting information across the Internet carries inherent risks and may not be secure. While Emails are reviewed daily, we kindly advise we can take up to 2 working days to respond to your query. For any urgent queries, we recommend calling our clinic for immediate attention.

Once you have had the required tests, your results will be sent back to your doctor. Depending on the test that has been undertaken, a consultation may be required to receive results.

It is the patient’s responsibility to follow up on their test results, and we actively encourage our patients to be proactive in their healthcare and book an appointment for results before leaving the clinic.

We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We use recalls and reminders to help you stay up to date with recommended healthcare, follow-up appointments, health checks, vaccinations and screening.

We will make every effort to contact you when follow-up is required. However, it is your responsibility to attend recommended appointments and follow up on your healthcare.

Please ensure we have your current contact details so we can contact you when needed.