Patient Information

Access to Personal Medical Records

Under the Privacy Act 1988, you have the right to access your personal health records from the Macksville Medical Centre.

If you would like to request a summary or copy of your medical records, please speak to your doctor. Please be informed that administrative fees may apply for such requests and they are usually processed within 5-10 working days.

Appointments

Our practice has an appointment system for consultations, assisting us in the smooth running of consultations. However, there are inevitable delays sometimes and you may be kept waiting. We sincerely apologise for this delay.

When making your appointment, IF you feel your situation might take longer time to discuss than the standard appointment time, i.e., 10-15 minutes, kindly inform the Receptionist of the same and they will book you in for an extended consultation. Examples of this type of consultation includes multiple health issues, emotional issues, excision biopsy of skin, life insurance medicals, heart (ECG) checks etc. Of course, we always make provision and time for urgent consultations, particularly for sick children.

Billing Information

As mentioned, we are a Bulk Billing practice for the most part. However, some consults are not eligible to be bulk billed, as per government guidelines. Examples include pre-employment health checks, travel vaccinations, drivers license health checks for professional drivers only, and tourists without access to Medicare.

Code of Ethics

The Royal Australian College of General Practitioners defines “General Practice” as: “A practice that provides person centred, continuing, comprehensive and coordinated whole-person health care to individuals and families in their communities.” We sincerely feel that the services offered by us fit comfortably within these guidelines.

Confidentiality

All patients’ consultations and records are kept strictly confidential and cannot be discussed or reproduced. It is our practice policy to maintain security of personal health information at all times and ensure that this information is only available to authorised members of staff.

Emergency / After Hours

This Practice provides limited after hours emergency care – details are available on the recorded message. We also have an agreement with Macksville Hospital to care for our patients in emergencies

Home Visits

These are seldom needed these days with the Macksville Hospital agreement. However, these are available as advised, on the recorded telephone message.

Interpreter Service

We use TIS (Translating and Interpreting Service) when necessary. The National phone number is: 131450

Long Consultations

Longer consultation are required for Chronic Disease Management and Care Plans, Drivers Medicals and Work Medicals, Work cover etc. Kindly inform the Receptionist when you book your appointment for a long consultation.

Medical Certificates

Medical certificates are legal documents. These are available only if you are present for a consultation with one of our doctors. We cannot issue medical certificates without you actually seeing the doctor, and we do not issue medical certificates retrospectively.

Missed Appointments

We are a mostly bulk billing practice. We can only bill Medicare for patients actually seen, which makes patient attendances very important to us. If you cannot attend, please do the right thing and telephone us immediately so we can book other patients during this time. Time is critical for everyone – you and us.

Patient Feedback

If you are unhappy about any aspect of our service, please feel free to contact us & speak with the Dr preferably if necessary, directly.

Patient Information

It is of paramount importance that we have your latest up to date medical details, please inform Reception staff when you change Address, Phone Number, Mobile Number, Medicare & Concession Card details. It is very difficult to notify patients if we need to change appointment times when these details are incorrect. We have a Patient Information Sheet available to collect at Reception.

Privacy Information

This practice complies with the Privacy Act.

Recalls

Our practice has a recall system wherein we telephone you and make arrangements for you to be reviewed by your doctor. We also use this system to ensure patients have discussed important results with their doctor.

Release of Medical Information

New patients registering with us may wish to authorise the release of their medical records from other doctors. This will enable us to provide proper continuity of care for any existing medical conditions. Ask your doctor today about how you can request your medical records to be transferred from your previous health care provider to Macksville Medical Centre.

Telephone Consultations

We do not offer Telephone Consultations and we encourage you to book an appointment with your doctor if you need a consultation. However, should you wish to leave a message for your doctor as a follow-up measure, please call Reception.

Emergency situations like Acute asthma attack, Chest pain, Severe burns, Electrocution, Severe vomiting etc. need to be treated in a hospital setting. Time is very precious in such circumstances and we highly recommend you call 000. Having an ambulance cover for your family would be a good idea.

Test Results

Unless otherwise organised with your doctor, please make an appointment to discuss results of tests.

Transfer of medical results to another health provider

We will respond to requests to transfer a copy of your medical records to another practice, when we receive such requests from the said practice on behalf of you, the patient. Please be informed there may be an administrative fee for processing your request.

Walk-ins

We do not encourage walk-ins as it disrupts the smooth flow of the appointment system of our practice. However, we will try our best to accommodate emergency situations that can be dealt with in a GP setting. Children under the age of 1 year, needing medical attention under a GP setting are an exception as well.