• Appointments

    You will need to make an appointment to see a doctor. 

    We are unable to accommodate walk in appointments. Please make a separate appointment for each person attending. We allocate 15 minutes for an appointment. Longer consultations are available on request. If you are a new patient or think that you will require longer than15 minutes with the doctor, please notify the receptionist when you make the appointment. 

    Whenever possible, appointments are available for booking on the day, however they may not always be with the doctor that you usually see. Another doctor in the practice will be able to assist you. 

    You should attend your appointment at the arranged time. If this is not possible please phone the surgery as soon as possible so it can  be offered to another patient. 

    SMS Appointment reminders are sent the day before as a free service.

    Training Practice / Medical Education

    We sometimes teach medical students and you may be asked to see your doctor with a student present. You will always be asked beforehand if this is acceptable and you may refuse to have the student present.

    Personal Changes

    Please let us know if you change your name, address or telephone number.

    ACL Pathology

    ACL Pathology Service is co-located within our practice. Appointments are not necessary and referrals from other providers are accepted. Please note, this service is independent of New Lambton Family Practice.  

    ACL’s Hours of Operation are: Mon - Fri: 8.00am to 4.00pm Thurs: 9.00am - 5.00pm

    Fees and Payment

    Payment is required at the time of the service being provided. We have credit card and Eftpos facilities available. It is not our policy to Bulk Bill. We offer discounted fees for pensioners and Health Care Card holders. If financial difficulties are a barrier to  attending please discuss this with your doctor. Private patients can have their Medicare claim forwarded electronically by the surgery at the time of payment. You should register with Medicare to have your refund deposited directly into your bank account to access this. The clerical staff may be able to assist. Our consultation fees are displayed in the waiting room and fees for additional services (eg ECG) are available from Reception. If you are referred to another doctor or specialist you will need to ask that doctor about their fee structure. Pathology and X-Ray services may also charge a fee for their services. 

    Concerns and Inquiries

    We welcome constructive comments and suggestions. Any inquiries or concerns that you may have about the practice should be addressed to the practice manager or the doctor concerned. If you have an issue that you feel needs addressing by an outside body, then contact The Health Complaints Commission (phone 02 921974444). 

    Language Difficulties

    Interpreter services can be arranged for non-English speaking patients. Auslan interpreters can also be arranged for people with hearing difficulties. Early warning of the need for these is essential so that they can be arranged at a suitable time. 

    Home Visits

    These are available during surgery hours for regular patients of the practice, if your condition prevents you attending the surgery. Please notify the receptionist as early in the day as is practical so that the doctor can arrange their time accordingly. Doctors will only make a visit to regular patients of our practice in their homes, in nursing homes or hospitals: 

    + where it is safe and reasonable 
    + if their patients are acutely ill, immobile, elderly or have no means of transport to the practice
    + if they live within a 3km radius of the practice
    + the visit is scheduled and confirmed by the doctor 

    After Hours Arrangements

    For after hours medical attention, please phone the GP Access on 1300 130147, or for emergency  treatment phone the ambulance service on 000 or go to the Accident and Emergency Department of the nearest public hospital. If you phone the surgery when it is closed, our answering service will provide you with details of after hours services.

    Telephoning Doctors

    The doctors may be contacted by phone during surgery hours. The receptionist will put you through if it is an emergency, otherwise leave a message and the doctor will contact you when available, usually at the end of that session.

    Old Records

    Paper medical records are kept for seven years (or  until a person turns 25, whichever is the latter) after the last visit to the surgery. After this time they are destroyed.

    Travel Vaccinations

    Please arrange an appointment at least 8 weeks before your planned departure.

    Your Responsibility

    Patients are responsible for their own health, and the health of their children and you should co-operate with the practice in endeavouring to keep you healthy. The doctors give professional help and advise. Please act on it. Many problems can be  solved by advice alone, therefore you should not always expect a prescription. 

    Practice Nurses

    The practice has four nurses who provide additional support. There will be occasions when you will see a nurse for simple procedures such as vaccinations and wound dressings. The nurses may also be involved in your general health care. 

    Emergencies

    Appointment times are set aside each day for  emergencies – please advise our receptionists if you consider this applies to you. Our clerical staff have procedures they will follow, which may include advising you to go straight to the hospital 

    Medical Procedures

    Our reusable instruments are Autoclaved (sterilised) at a local hospital and sterile packs are used for procedures.

    Privacy and Confidentiality of Patient Files

    Your medical record is a confidential document. It is a policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. If you are referred to another doctor or health provider (eg specialist) or your doctor collects a specimen and sends it to pathology, then your doctor has reason to consider that you are giving implied consent to passing necessary information to the other health provider or laboratory. As a patient of this practice you have the right of access to any information we hold concerning you. Should you wish to access this information please ask for our hand out entitled “Accessing Your Medical Records”. 

    Patient information may be shared between the general practitioners, nurses, allied health providers and non-clinical staff for the purpose of managing your health. This information will only be used to fulfil our staff's duties, in the course of planning and managing your health care.

    Recalls and Reminders

    The practice has in place a recall and reminder system to ensure follow up of conditions and regular health checks (eg cervical screening (pap smears), immunisation etc).There are also state based reminder systems/registers. Your Doctor may seek your consent before placing your details on a formal reminder system for preventative care recalls but we also operate under an opt-out policy. This  means that you will be added to an appropriate list unless you request otherwise. A request to be removed from a recall list may be made at any time by advising your doctor.

    Test Results

    The majority of test results are now downloaded electronically and checked by the doctors at the first opportunity. Patients whom the doctor considers need to be seen urgently or in the near future will be contacted either by the doctor or a clerical staff member. You should always phone the surgery for your results, preferably in the afternoon. Please note that some test results can only be provided to you by the doctor. 

    Informed Consent

    Our doctors and nurses inform their patients of the purpose, benefit and risks of proposed treatment or investigations directly instigated by the practice, not those resulting from referral. We believe that patients need to receive sufficient information to allow them to make informed decisions about their care. 

    Difficult Patients

    Our practice has zero tolerance to violence or threats of violence. Any form of verbal or other abuse is completely unacceptable behaviour. Patients should not attend the surgery under the influence of illicit drugs or alcohol as this is also unacceptable. If you are rude or aggressive to our staff this will be noted. In repeated cases you may be asked to find a new surgery. In extreme cases, security or the police may be called.

    Feedback and Suggestions

    Your feedback is very important to us. If you have any suggestions, ideas or any concerns you can either:

    + speak with your GP or Nurse
    + speak with our Practice Manager
    + let our reception staff know
    + write us a letter
    + fill in a patient feedback form and place it in the Suggestions box in the waiting room.

    ​If you feel you would like to take your concern further or you feel that you would like to discuss the matter with a third party outside of the practice you may wish to contact the:

    NSW Health Care Complaints Commission
    Locked Bag 18
    Strawberry Hills, NSW 2012
    Phone 1800 043 159 or online by visiting www.hccc.nsw.gov.au

  • To review our most recent Practice Accreditation and Improvement Survey Report please click on the following link.

  • NEW LAMBTON FAMILY PRACTICE PRIVACY STATEMENT

    Current as of: 28/07/2022

    Introduction

    This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

    Why and when your consent is necessary

    When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

    Why do we collect, use, hold and share your personal information?

    Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding, and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).

    What personal information do we collect?

    The information we will collect about you includes your:

    + names, date of birth, addresses, contact details
    + medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
    + Medicare number (where available) for identification and claiming purposes
    + healthcare identifiers
    + health fund details

    Definition of Patient Health Record

    A patient health record is a collection of clinical information pertaining to a patient’s physical and mental health, complied from different sources. Health records contain demographic data, next of kin, GP details, and most of the following: medical history; examinations; diagnoses; treatment (including surgical procedures and drug therapy); results from investigations – labs (e.g. biochemistry, haematology, and pathology), imaging (e.g. plain films, scans); alerts and warnings (e.g. allergies, blood group); record of preventative measures (immunisations, screenings – breast, cervical, faecal, occult blood); nursing records; clinical correspondence and referrals for treatment; consent forms for surgical procedures; theatre reports; discharge letters; post-mortem reports. Health records are maintained by, or on behalf of, the health professional concerned with the patient’s care and are maintained as private confidential documents.

    Dealing with us anonymously

    You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals. Those patients who refuse to provide our practice with their correct identity, with corresponding documents, will be required to pay for any and all consultations with the doctors of the practice. Any fees charged will not be able to be submitted to Medicare for a rebate.

    How do we collect your personal information?

    Our practice may collect your personal information in several different ways. 1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration. 2. During the course of providing medical services, we may collect further personal information. 3. Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary. 4. We may also collect your personal information when you visit our website, send us an email, telephone us, make an online appointment or communicate with us using social media. Please not due to security concerns we request you do not send your private medical information 5. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from: • your guardian or responsible person • other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services • your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).

    When, why and with whom do we share your personal information?

    EVGP uses Best Practice Clinical Software and uses documentation automation technologies, so that only relevant information is included in referral letters. We sometimes share your personal information: • with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy • with other healthcare providers • when it is required or authorised by law (e.g. court subpoenas) • when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent • to assist in locating a missing person • to establish, exercise or defend an equitable claim • for the purpose of confidential dispute resolution process • when there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification) • during the course of providing medical services, through eTP, My Health Record (e.g. via Shared Health Summary, Event Summary). Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent. We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. EVGP will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing. Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data. The use of identifiable patient health information for research will not be undertaken without the patients expressed written consent. We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the inform

    We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included. How do we store and protect your personal information? Your personal information may be stored at our practice in various forms. The majority of our records are in electronic format. Any correspondence, received in an alternative method e.g.: post, are then scanned into your personal records and the paper document is then shredded. X-rays, Ct scans etc are not held by the practice and are the responsibility of the patient. Documented photos are stored in your electronic records. Our practice stores all personal information securely. All electronic patient records, personal information, financial information etc are securely stored using individual passwords, confidentiality agreements for any staff and or contractors entering the premises. This system is maintained both within the practice, and via our IT consultants. Encrypted Back-ups of all data are performed daily and held securely in the event of a fire etc How can you access and correct your personal information at our practice? You have the right to request access to, and correction of, your personal information. EVGP acknowledges patients may request access to their medical records. We require you to put this request in writing and our practice will respond within a reasonable time. Generally, within 30 days of receipt of the request. Once the request has been considered and approved by the doctor, you will be required to make an appointment with your preferred doctor. Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to …

    How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

    We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. If the complaint remains unresolved, then an individual can contact: NSW Health Care Complaints Commission Locked Mail Bag 18, STAWBERRY HILLS NSW 2012 Phone: 1800 043 159

    Privacy and our website

    Our website is available for your convenience. You may contact us through our website via e-mail. Due to privacy and security regulations, communication via email is not preferred. No password or encryption creates a risk that your e-mail may be intercepted, and read, by a third party. We will not be sending any private health information to you in this way without your express written and documented consent, within your health records. By providing us with written consent you are accepting any and all risks associated with communicating via email. Please note: We do not provide medical advice via e-mail and our website is general advice only. Please see your doctor for any medical advice required.

    Policy review statement

    This privacy policy will be reviewed annually and when required to ensure it is in accordance with any changes that may occur and will be updated via our website. We will advise our patients via our website, or notifications within the practice. Printed hard copies are also available upon request When this policy is reviewed updates are required on EVGP website and Facebook pages, the policy and procedure manual and for patient handout.

  • 1. How do we receive and respond to complaints?

    Our practice encourages patients and other people to give feedback, both positive and negative, as part of our partnership approach to healthcare, and we have processes in place for responding to feedback.

    In order to respond to patient feedback and make improvements, practices need to identify the person in the practice with primary responsibility for examining issues raised by patients and facilitating improvements in the practice. Our practice manager, Marion Redpath, is responsible for this.

    Opportunities are available for patients and other visitors to tell us, ‘How we are doing.’ Our Suggestion Box in the waiting room allows patients to give us personal feedback on a day to day basis. We aim to follow-up ideas and acknowledge notes of appreciation where we can.

    Where possible, patients are encouraged to raise any concerns directly with the practice team and attempts are made for a timely resolution of such concerns within the practice in accordance with our complaints resolution process.

    We seek structured /systematic patient experience feedback at least once every 3 years which meet the requirements outlines in the RACGP publication “Learning from our patients”. Feedback collected, includes amongst other things, the following 6 categories that are considered critical to a patient’s experiences within healthcare facilities.

    1. Access and availability
    2. Information provision
    3. Privacy and confidentiality
    4. Continuity of care
    5. Communication skills of the clinical staff
    6. Interpersonal skills of clinical staff

    The data collected is analysed and the findings, including any improvements are made and communicated back to our patients.

    As part of our Risk Management Activity, a log of incidents, including complaints, is maintained in an event log and the incident is noted on the patient’s history.

    2. What is our Telephone & Electronic Communication Policy?

    An incoming telephone call is the principle method for initial and subsequent communication by a patient and most other persons to this Practice. As such the telephone is recognised as a vital vehicle for creating a positive first impression, displaying a caring, confident attitude and acting as a reassuring resource for our patients and all others.

    Our aim is to facilitate optimal communication opportunities with our patients. General Practitioners and staff members are aware of alternative modes of communication used by patients with a disability or a language barrier.

    Some patients may be anxious, in pain or distracted by their own or a family member’s or friends medical condition and our staff act to provide a professional and empathetic service whilst attempting to obtain adequate information from the patient or caller.

    Staff should not argue with, interrupt or patronise callers. Courtesy should be shown to all callers and allow them to be heard. Every call should be considered important.

    Staff members are mindful of confidentiality and respect the patient’s right to privacy. Patient names are not openly stated over the telephone within earshot of other patients or visitors. This Practice prides itself on the high calibre of customer service we provide, especially in the area of patient security, confidentiality, and right to privacy, dignity and respect.

    It is important for patients telephoning our practice to have the urgency of their needs determined promptly. Staff should try to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold. Staff members have been trained initially, and on an ongoing basis, to recognise urgent medical matters and the procedures for obtaining urgent medical attention. Reception staff members have been informed of when to put telephone calls through to the nursing and medical staff for clarification.

    Patients of our practice are able to access a doctor by telephone to discuss their clinical care. When telephone (or electronic) communication is received, it is important to determine the urgency and nature of the information. Staff members are aware of each doctor’s policy on accepting or returning calls. In non-urgent situations patient calls need not interrupt consultations with other patients but it is necessary to ensure the information is given to the person in a timely manner.

    Patient messages taken for subsequent follow-up by a doctor or other staff member are documented for their attention and action, or in their absence to the designated person who is responsible for that absent team member’s workload. The staff member inserts the details of all calls and telephone conversations assessed to be significant via the internal electronic mail system that is integrated in our practice software.

    The doctor needs to determine if advice can be given on the phone or if a face to face consultation is necessary, being mindful of clinical safety and patient confidentiality. Patients are advised if a fee will be incurred for phone advice. Non-medical staff does not give treatment or advice over the telephone. Results of tests are not given out, unless cleared with the Doctor.

    Staff do not give out details of patients who have consultations here nor any other identifying or accounts information, except as deemed necessary by government legislation or for health insurance funds.

    Staff should be familiar with the doctor's policy of returning or accepting calls. All our doctors are happy to be interrupted for urgent calls (as determined by our reception staff) and for calls from other doctors. Doctors are not interrupted by non-urgent calls but a message is sent to the doctor via our internal electronic mailing system. The doctor can then return this call at a time deemed suitable by the doctor.

    Personal calls should be kept brief, mindful of engaging telephone lines.

    A comprehensive phone answering message is maintained and activated to advise patients of how to access medical care outside normal opening hours. This includes advising patients to call 000 if it is an emergency.

    Staff is aware of alternative modes of communication that may be used by patients with a disability or special needs.

    Important or clinically significant communications with or about patients are noted in the patient’s health record. We have provisions for Doctors to be contacted after hours for life threatening or urgent matters or results.

    All electronic communication or telephone messages are returned confirming receipt of the message and if possible any actions taken to convey or respond to the message.

    ​Documentation of telephone calls:

    A computer entry via our internal messaging system is used to record all significant and important telephone conversations or electronic communications including after-hours contacts and medical emergencies and urgent queries. All the information can later be written into the patient's chart if required.

    The log records:

    + the name and contact phone number of the patient/caller
    + the date and time of the call
    + the urgent or non-urgent nature of the call
    + important facts concerning the patient’s condition
    + the advice or information received from the doctor
    + details of any follow up appointments

    Our practice ‘on hold’ message provides advice to call 000 in case of an emergency.

    Alternative modes of communication:

    Alternative modes of communication may be used, including;

    + electronic (email or SMS)
    + national Relay Service (NRS) for hearing impaired
    + translation and Interpreter Service (TIS) for non-English speaking background

    Ensure their use is conducted with appropriate regard for the privacy and confidentiality of health information and that patients are made aware of any risks these modes may pose to the privacy and confidentiality of their health information or any additional out of pocket costs e.g. the requirement for a longer appointment.

    After Hours:

    A night telephone service operates redirecting urgent calls to the nearest hospital, GP Access and/or 000

    5.4.1 Communication with patients via electronic means

    Policy:

    Staff are mindful that even if patients have provided electronic contact details they may not be proficient in communicating via electronic means and patient choice should be obtained before using electronic communication.

    Patients are able to obtain advice or information related to their care or appointment reminders by electronic means, where the doctor determines that a face-to-face consultation is unnecessary. Electronic communication includes: email, fax, and SMS.

    Practice staff and doctors determine how they communicate electronically with patients, both receiving and sending messages. All significant electronic contact with patients is recorded in the patient health records.

    Patients are informed of any costs incurred prior to electronic consultations.

    Practice staff and doctors should be aware of alternative modes of communication used by the disabled.

    Patients are advised in the Practice Information sheet that they can request our written policy on receiving and returning electronic communication.

    Communication with patients via electronic means (e.g. email and Fax) is conducted with appropriate regard to the privacy Laws relating to health information and confidentiality of the patients health information (refer to Section 6.1 – Privacy and Security of Personal Health Information).

    Staff and Patients using email/SMS or other forms of electronic messaging should be aware that it is not possible to guarantee that electronic communications will be private. All personal health information or sensitive information sent by email must be securely encrypted (refer to Section 6.1 – Privacy and Security of Personal Health Information).

    When an email message is sent or received in the course of a person's duties, that message is a business communication and therefore constitutes an official record.

    Internal or external parties, including patients may send electronic messages. Messages from patients or those of clinical significance require a response to confirm receipt and should be documented in the patient medial record if appropriate.

    Employees should be aware that electronic communications could, depending on the technology, be forwarded, intercepted, printed and stored by others. Electronic mail is the equivalent of a post card.

    Staff members have full accountability for emails sent in their name or held in their mailbox, and are expected to utilise this communication tool in an acceptable manner.

    This includes (but is not limited to):

    + limiting the exchange of personal emails
    + refraining from responding to unsolicited or unwanted emails
    + deleting hoaxes or chain emails
    + email attachments from unknown senders should not be opened
    + virus checking all email attachments
    + maintaining appropriate language within e-communications
    + ensuring any personal opinions are clearly indicated as such
    + confidential information (e.g. patient information) must be encrypted

    The Practice reserves the right to check individual email as a precaution to fraud, viruses, workplace harassment or breaches of confidence by employees. Inappropriate use of the Email facility will be fully investigated and may be grounds for dismissal.

    The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice. Our disclaimer states “If you are not the intended recipient of this email, please delete immediately and notify Elermore Vale General Practice on 49517677”.

    ​3. What is our procedure for follow up of results?

    Policy:

    Our practice’s system for the follow up of tests, results and referrals has a strong focus on risk management.

    Our practice team can describe:

    + how patients are advised of the process for follow up of results
    + the system by which pathology results, imaging reports, investigations reports and clinical correspondence received by our practice is reviewed by a GP, signed, acted upon in a timely manner and incorporated into the patient’s medical record
    + how we follow up and recall patients when we order important or clinically significant tests, investigations or important referrals
    + how we follow up and recall patients with clinically significant tests, results or correspondence

    All test results, including pathology results, diagnostic imaging and investigation reports, and clinical correspondence received is reviewed, electronically initialled and, where appropriate acted upon in a timely manner. This is all incorporated into the patient health record.

    The nature and extent of the practice’s responsibility for following up test results, diagnostic imaging and investigation reports, and clinical correspondence/referrals depends on what is reasonable in the circumstance and the clinical significance of the test, referral or result.

    Whether something requires follow up is determined by:

    + the probability that the patient will be harmed if follow up does not occur
    + the likely seriousness of the harm
    + the burden of taking steps to avoid the risk of harm

    Important referrals for consultations or tests ordered are followed up, by the patient’s doctor or delegated authority, in a timely manner. This may include checking the patient has attended the referred consultation or the expected investigation or that correspondence or test results have been received and reviewed. A record of any follow up and subsequent actions or recall process is incorporated into the patient health record.

    Results of tests and investigations requiring follow up can be ‘abnormal’ or ‘normal’. Correspondence from referred specialists and other health providers may also need to be followed up. The clinical significance needs to be considered in the overall context of the patient’s presenting problem and history. There is a system to enable the practice to determine that:

    + results/reports or correspondence were seen by a General Practitioner, dated and electronically actioned
    + results/reports/correspondence has been filed in the patient’s record
    + results/reports/correspondence have been acted upon, in a timely manner where appropriate
    + results/reports have been reported to the patient (or where this did not occur, that attempts were made to do so)
    + any follow up required has occurred
    + this is documented in the patient records or similar

    Sometimes our doctors may need to be contacted outside normal working hours by the pathology service about a serious or life threatening result. We have provisions for our Practice Principal to be contacted after hours for life threatening or urgent results (refer to Section 5.7 - After Hours Service).

    Our patients (or their carers) are made aware of their obligations and responsibilities for their own healthcare. This includes being informed about how to obtain their results and the seriousness of not attending for ordered appointments/investigations and any recall or subsequent follow up. Where appropriate this advice may be documented in the patient’s medical records.

    Where a patient indicates they do not intend to comply with a recommended test or referral the patient is deemed to have refused medical treatment or advice and is managed according to the practice procedure for a patient refusing treatment or advice.

    In addition to an appreciation of the need for timeliness when following up and actioning referrals, tests and results our staff members are also aware of the need for confidentiality and discretion, with regard to referrals, diagnostic tests and results or correspondence.

    4. What are the contact details of local and state complaints body?

    Your feedback is very important to us.

    If you have any suggestions, ideas or any concerns you can either:

    1. Speak with your GP or Nurse, or Practice Manager
    2. Let our reception staff know
    3. Write us a letter
    4. Fill in a patient feedback form and place it in the Suggestions box in the waiting room

    If you feel you would like to take your concern further or you feel that you would like to discuss the matter with a third party outside of the practice you may wish to contact the:

    NSW Health Care Complaints Commission
    Locked Bag 18 Strawberry Hills NSW 2012
    Phone: 1800 043 159 or online by visiting www.hccc.nsw.gov.au