Practice Information
Telephone
To maintain confidentiality, we avoid telephone interruptions to doctors. The nurse may be able to assist you. Should you wish to speak to your doctor, a message will be taken, and your call returned as soon as possible.
Urgent enquiries will be put through to the doctor.
Patient Privacy
This practice protects your personal health information to ensure it is only available to authorised staff members for the intended purposes and to comply with the Privacy Act. To obtain a copy of our Privacy Statement or your medical records, please ask at reception.
Recall and Reminder System
As our practice is committed to preventive care, we may send you an occasional reminder regarding health services appropriate to your care.
If you wish to opt-out of this, please inform our reception staff.
Billing
Bulk Billing
We offer Medicare Bulk Billing Service to our patients who hold a current Medicare card. However, some of our Special Procedures do require a Private Fee which is not covered by Medicare. Before any procedure is performed, a doctor will discuss the fee with you where applicable.
Private Billing
For patients who do not hold a Medicare card, we endeavour to keep our fees as low as possible. Payment is expected at the time of consultation and can be made by cash, EFTPOS, MasterCard/Visa. Please speak with the receptionist for the current fee structure.
Appointments
Doctors @ Maleny runs an appointment system. You can make an appointment by contacting the practice by phone or booking online. We also offer Walk-in appointments.
- 10 Minutes – Standard Appointment
- Up to 20 Minutes – Long Appointment
- 20 Minutes Plus – Prolong Appointment
Please inform reception staff when booking if you may require a Long Appointment. If you have any forms which need to be completed, please also advise reception as this may require a Private Fee.
Each appointment is for one person. If you have other family members who require medical attention, please make a separate booking for them, or book a double appointment.
Doctors @ Maleny aims to adhere to appointment schedules; however, the unpredictable nature of a medical practice means that doctors sometimes run behind time. This is mostly due to a patient requiring urgent medical attention. We sincerely regret any inconvenience caused to patients when we fall behind with our appointment schedule.
We would really appreciate it if you no longer need your appointment to please call and cancel so another patient can book the appointment.
Test Results, Repeat Prescriptions, Referrals
In order to monitor your health and fulfil our ethical and legal responsibilities, we require that you attend your doctor in order to receive all results, scripts or referrals. Our receptionists are unable to provide you with your results over the phone.
If your doctor is unavailable, another doctor in the practice would be happy to see you to help with your request.
Communication Policy
It is our practice policy that doctors do not take phone calls from patients or return patient’s phone calls. If a patient needs to speak to a doctor, they must make an appointment to come in and see their preferred doctor.
Reception staff are happy to put forward requests; however, it is at the doctor’s discretion in how they choose to proceed.
Disability Facilities
This practice is designed for wheelchair access. We have a wheelchair available if required. Should you have special needs, please discuss them with your doctor.
Management of Personal Health Information
Your medical records are private and confidential and only available to authorised members of staff. All information at Doctors @ Maleny is managed in accordance with the National Privacy Principles of the Privacy Act available at www.privacy.gov.au/health.
My Health Records
My Health Record is a secure online summary of your health information. Assisted Registration is available at this practice, ask your doctor or receptionist at your next visit.
This practice can upload a health summary from your records to your My Health Record.
For further information visit www.myhealthrecord.gov.au
Suggestions or Complaints
If you have any concerns, complaints or suggestions about any aspect of our service we would appreciate hearing about them and will take them seriously.
Please use one of the following:
Phone: (07) 5413 8066
Email: The Practice Manager
Use the suggestion box.
Matters which are unable to be resolved within the practice may be referred to:
Office of the Health Ombudsman
133646 (133OHO)
complaints@oho.qld.gov.au
PO BOX 13281
George Street
Brisbane 4003