Practice Information Sheet

Appointments

Consultations are by appointment. If your problem is urgent please let the reception staff know and they will do their best to accommodate you.

 

Booking System

We book consultations at 15 minutely intervals and do our best to keep to these times to prevent inconvenient delays to you.

If you feel that you require a consultation longer than 15 minutes please inform the staff at reception and they will try and accommodate your needs.

When there is an urgent situation e.g. a patient has a heart attack, this will take precedence over booked patients and may create unforseen delays.

 

Fees and Billing

This practice is a mixed Private and Bulk-Billing Practice. All Pensioners with a concession card, Gold Coast Residents with a healthcare card and Gold Coast students and children are Bulk-Billed. Please ask reception staff regarding fee structure.

 

Telephone Calls

Most problems are best dealt with in direct consultation with the doctor. However, should you need to speak to the doctor leave your number and the doctor will phone you later that day.

 

Personal Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times to ensure that this information is only available to authorised members of staff.

 

Prescriptions

Prescriptions requested over the counter/phone will be available within 24 hours. This will only be done for medication previously prescribed by a doctor at this practice and for patients seen within six months. Please ask our reception staff for more information.

 

Specialist Referral

A consultation with your doctor is legally required by the Health Department for a referral to a specialist.

 

Practice Accreditation

Haan Medical Centre is an accredited facility with AGPAL delivering the highest clinical and administrative standards recognised by our peers.

 

Results

For your best management, we encourage you to make an appointment to discuss results. However you can contact the clinic to obtain results from our receptionists. They can only inform you if results are normal, or if a further appointment is recommended. To maintain confidentiality results will only be given to the patient unless prior arrangements have been made with the doctor. You can request a copy of the results for your own personal records.

 

House Calls

The doctor is not available for home visits during business hours. The doctor does perform visits to local residential care facilities.

If you require a doctor to visit you at home, please call the National Home Doctor Service on 137425.

Often it is best to be seen in the surgery as the doctor has all the equipment and support necessary to practice the best medical care.

 

Mobile Phones

Please use commonly accepted courtesy and turn off your mobile phone on entering our Medical Centre. If you forget and your mobile phone rings whilst in consultation with the doctor please don’t carry on a conversation.

 

Smoking Policy

This practice implements a smoke free environment policy.

 

Translation

We have a translator service for those who do not understand English or an interpreting service for those who are deaf. Please ask at reception for either of these services.

 

Your Rights

If you have a problem we would like to hear about it. Please feel free to talk to any member of staff or Raj Haikerwal – the Practice Manager. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously. Below are the details for the state health complaints conciliation body

 

Office of the Health Ombudsman

PO Box 13281 George Street, Brisbane Qld 4003

Phone: 133 OHO (133 646)

Fax: (07) 3319 6350

Email: complaints@oho.qld.gov.au

Website: http://www.oho.qld.gov.au

 

Australian Health Practitioner Regulation Agency (AHPRA)

You can make a notification about a registered health professional by downloading the Notification Form from the AHPRA website – https://www.ahpra.gov.au.

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