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Helpful Information
COMMUNICATION POLICY
(including receiving and returning telephone calls and electronic communication)
In case of emergency, call 000 immediately.
You can contact the Clinic on 07 4724 0700 or email reception at admin@diabeticgp.com.au
If you have a query you would like to ask your GP or Allied Health Practitioner, our friendly reception staff can pass the message on or a nurse will get back to you to help resolve your query.
All of the staff at The Family & The Diabetic GP Clinic are experienced in helping you decided whether the matter requires a return phone call, an appointment, or urgent action.
If your query relates to communication of clinical information, please call us in the first instance. Please understand that there is a risk that important clinical information sent to The Family & The Diabetic GP Clinic by email may be missed or not picked up, particularly time critical information. In addition, we urge all patients to carefully consider the issue of security before sending medical information via unencrypted email.
The alternative methods for communicating clinical information are below, although please do not use normal post for forwarding time critical information:-
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by post (Po Box 272 Belgian Gardens Townsville Qld 4810)
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by facsimile (07) 4724 5459
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by delivering it in person to our Reception staff at our Clinic situated at Suite 14, The Hyde Park Centre, Woolcock Street, Hyde Park Townsville Qld 4812; or
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by appointment at our clinic.
We encourage patients to phone the practice or make an appointment to discuss clinical issues.
WALK IN APPOINTMENTS
TELEHEALTH APPOINTMENTS
Our standard appointment policy is to book appointments in advance either over the phone, online or in person. If you do “walk in” for an appointment, we will do our best to accommodate you, but there may be a waiting time. As a priority, we are vigilant of the need to detect patients with urgent matters via our triage policy, whom will receive immediate or earlier attention by a doctor and nurse.
Doctors can provide telehealth (video or phone) appointments if you are unwell or are unable to attend the practice. If you have attended face -to - face within the last 12 months there will be a medicare rebate.
FOLLOW UP RESULTS
If one of our Doctors or Allied Health professionals would like to see you for a non-urgent appointment - or if your results are abnormal or out of the ordinary, you will be contacted to make a follow-up appointment. If after a week you haven't heard from us, phone the clinic to speak to one of our friendly staff.
PRACTICE INFORMATION BROCHURE
Our Practice Information Brochure provides an overview of our clinic, lists the doctors practising and services we provide, along with some commonly sought information about the way we operate. Download a copy of our Practice Information Brochure here.
COMPLIMENTS, COMPLAINTS AND FEEDBACK
The Doctors, Allied Health Practitioners and staff at this practice are committed to providing you with the highest standard of patient care. A suggestion box is located in the waiting room. Your input will help us to continually improve our service. We take patient complaints seriously and consider them a valuable source of feedback on our services.
If you have a complaint or would like to discuss an issue, please ask to speak to the Practice Manager or Practice Principal, Dr Clark. This can be done in person, in writing or over the phone.
If you are unhappy with the response provided, you can contact:-
· The Office of the Health Ombudsman on 133 646
· The Office of the Australian Information Commissioner on 1300 363 992
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