New Patient FAQs

Yes, new patients are welcome.

Our clinic is a private billing clinic and we prefer to run by appointments only. If you do happen to walk in, we’ll do our best to accommodate your request, but if we don’t have availability, we’ll schedule you for the next available appointment. We really appreciate your understanding! In case if you’re experiencing a medical emergency, please call 000 right away.

Yes. Our clinic provides after-hours care through our accredited locum service. For after-hours care or to request a home visit when our clinic is closed, please call 13 SICK (13 74 25).

We encourage patients to come to the clinic for a consultation so their doctor can deliver optimal care with full access to clinic facilities and equipment. Regular patients who are unable to attend the Clinic will be referred to their usual doctor who will assess the home visit request and make appropriate arrangements for the patient.

To maintain the best level of care and for continuity of medical management you are required to book an appointment with your doctor for all scripts, referrals, and test results.

Scripts and referrals can be requested in the top right of this website or using the HotDoc app.

If required, we recommend patients’ request a copy of their pathology/radiology results at the time of consultation.

Yes. Smart Recalls are a great tool to help us practice preventative medicine. We use reminder systems for Pap smears, blood tests, immunisations, health checks, care plans and for repeat planned consultations.

We enrol patients in the appropriate recall/reminder systems. You can opt out any time.

We encourage patients to arrange an appointment to see their doctor for the follow-up of all investigations undertaken.

This allows the opportunity to discuss your progress and make changes to your treatment plan (if required).

Patients identified as requiring urgent follow-up will be contacted by staff to arrange an appointment under the direction of the treating doctor.

Patients identified as requiring non-urgent follow-up will receive an SMS alert via HotDoc to arrange an appointment to discuss these results within 1-2 weeks.

If you have feedback or wish to make a complaint about the service we provide, you could reach out to us via:

Email: [email protected]

Phone: 03 9967 2662

Letters: Send it to Family Clinics Caulfield South, 478 Kooyong Rd, Caulfield South 3162

Or you could talk to one of our friendly receptionist staff or leave your feedback or suggestion in the suggestion box in the waiting area at the clinic.

We will respond to all complaints as soon as reasonably practicable, but within thirty (30) days in an open and constructive manner including an explanation and if appropriate an apology.

If we have been unable to resolve your complaint or if you are not satisfied with the outcome, you can contact the Health Complaints Commissioner using the following methods:

Complete the online form here: https://hcc.vic.gov.au/make-complaint.

Telephone Communication

Telephone communication is pivotal in how patients and others connect with our practice, serving as a crucial tool for shaping a positive initial impression and demonstrating a caring, assured demeanour. Our General Practitioners and staff acknowledge the diverse communication needs of patients, including those with disabilities or language barriers. We have established internal procedures for accessing Translation and Interpreting Services.

Our team prioritizes understanding the urgency of each call by gathering sufficient information from the patient to assess if it constitutes an emergency before placing the call on hold. Every caller receives courteous treatment, with each call regarded as significant. Our staff strive to offer professional and empathetic service while endeavouring to gather necessary information, even when patients may be distressed, in pain, or otherwise preoccupied.

Respecting confidentiality and patients’ right to privacy is paramount. We take pride in delivering exceptional customer service, particularly in upholding patient security, confidentiality, dignity, and respect. Reception staff are briefed on when to forward calls to nursing and medical staff for clarification. In non-urgent cases, doctors are not disturbed during consultations with other patients but are promptly informed of pertinent information.

Non-medical staff refrain from providing treatment or advice over the phone, and test results are only disclosed once reviewed and cleared by a doctor. We have protocols in place for contacting doctors after hours for urgent or life-threatening matters or results. Staff are committed to safeguarding patient confidentiality and refrain from disclosing identifying details or account information, unless mandated by government regulations or for health insurance purposes.

Outside of business hours or holidays, a informative message is provided offering guidance for medical emergencies, non-urgent after-hours care, and the practice’s opening schedule.

Electronic Communication

Electronic communication include email, SMS, the practice website and the practice use of social media platforms.

Incoming Email

Medical advice can only be obtained by arranging an appointment with your doctor. Medical advice will not be provided through email communication.

If you’re a patient of the clinic and your doctor has requested you forward correspondence which relates to a recent consultation, speak to our administration staff to obtain the relevant email address.

You will be asked to verify your personal details i.e. your full name, DOB, and address before we can provide you with this information.

This is to reduce spam and limit the possibility of the clinic receiving suspicious emails.

If you are sending information on behalf of a minor, again you will be asked to verify their personal details as outlined above.

IMPORTANT: In the subject heading of your email, you must add the full name of the doctor you wish to bring this correspondence to the attention to, together with the full name and DOB of the patient.

After sending, you will receive an automated reply. Please view this as confirmation that your email has been received successfully.

Email communication will not be accepted for matters which have not been previously discussed with the doctor and/or practice nurse.

Our doctors are unable to answer telephone calls whilst they are in consultation with another patient. Our staff will ask you to inform them of the nature of your call and urgency so that we can assist you further.

Outgoing Email

Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.

We have the current protective measures in place:

1.       Computer security measures
2.       Using 3 identifiers to identify patients
3. The patients email address is verified by the clinic to be correct and up-to-date prior to sending any information
4.       Using Secure PDF. Secure PDF both encrypts and password protects the email and any attachments email to the patient.
5.       A notice on our emails if the email is sent to the wrong address
6.       Notification to OAIC of any significant data breach

Email disclaimer

The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:

EMAIL DISCLAIMER

This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed.  If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system.  Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender.  The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments.  Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company.  Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.

Email Policy for patient communication

This email policy is to provide information on how we manage our privacy and security via email communications. This email policy is adapted from and in accordance with RACGP 5th Edition standards and AHPRA guidelines.

General practices are increasingly receiving requests from patients, other clinicians and third parties for health information to be sent to them electronically because it is an easily accessible method of communicating. The Australian Privacy Principles published by the Office of the Australian Information Commissioner state that: “Health information is regarded as one of the most sensitive types of personal information.

For this reason, the Privacy Act 1988 (Privacy Act) provides extra protections around its handling.

The Privacy Act defines health information as:

Information or an opinion about:

· the health or a disability (at any time) of an individual; or

· an individual’s expressed wishes about the future provision of health services to him or her; or

· a health service provided, or to be provided, to an individual; that is also personal information; or

· other personal information collected to provide, or in providing, a health service; or

· other personal information about an individual collected in connection with the donation, or intended donation, by the individual of his or her body parts, organs or body substances; or

· genetic information about an individual in a form that is, or could be, predictive of the health of the individual or a genetic relative of the individual.

Rationale

As all health information is sensitive by nature, all communication of health information, including via electronic means, must adequately protect the patient’s privacy. Our practice takes reasonable steps to make our communication of health information adequately safe and secure. GPs, health providers, support staff and patients should be aware of the risks associated with using email in the healthcare environment.

Policy

Our practice considers our obligations under the Privacy Act before we use or disclose any health information. The Privacy Act does not prescribe how a healthcare organisation should communicate health information. Any method of communication may be used as long as the organisation takes reasonable steps to protect the information transmitted and the privacy of the patient. A failure to take reasonable steps to protect health information may constitute a breach of the Australian Privacy Principles and may result in action taken against the organisation by the Australian Privacy Commissioner. What amounts to reasonable steps will depend on the nature of the information and the potential harm that could be caused by unauthorized access to it. The RACGP has developed a matrix is to assist practices in determining the level of security required in order to use email in general practice for communication.

Our practice reserves the right to check an individual’s email account as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.

Email configuration

Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.

We have the current protective measures in place:

1. Computer security measures

2. Using 3 identifiers to identify patients

3. the patients email address is verified by the clinic to be correct and up-to-date prior to sending any information

3. Using Secure PDF. Secure PDF both encrypts and password protects the email and any attachments email to the patient.

4. A notice on our emails if the email is sent to the wrong address

6. Notification to OAIC of any significant data breach

General protection

· If any information held in our email accounts that is specific to a patient’s health information will be downloaded as per practice policy. It will be imported into relevant patient file to ensure contents are backed up with the rest of our data.

· We do not provide confidential information to an email address (especially by return email) no matter how credible the sender’s email seems (e.g. apparent emails from your bank).

· Use a spam filtering program

· Encryption of patient information

· All email communications should be treated as confidential.

· Be aware that encrypted files are not automatically checked for viruses. They have to be saved, decrypted and then scanned for viruses before being opened.

Protection against the theft of information

Do not inform people of your email password.

Be aware of phishing scams requesting logon or personal information (these may be via email or telephone).

Email disclaimer

The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:

EMAIL DISCLAIMER

This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed. If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system. Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender. The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments. Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company. Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.

Email correspondence

Email correspondence sent to our email address is retained as required by the Public Records Act 2002 and other relevant legislation. Email messages may also be monitored by our information technology staff for system trouble-shooting and maintenance purpose. Patient email address details will not be added to a mailing list or disclosed to a third party unless required by law.

SMS 

We utilize the SMS service provided by our practice management system to engage with patients, facilitating tasks such as new patient registrations, appointment confirmations and reminders, as well as patient recalls and health reminders.

The Practice Website & Social Media Platforms

Our website and social media platforms serve as vital channels for keeping both existing and new patients informed about essential information such as our opening hours, policies, procedures, services, and fees. Additionally, we periodically share insights on specific health topics. Continuous monitoring ensures that the information disseminated through our website and social media remains accurate and current.

POLICY REVIEW STATEMENT

This policy is current as of May 2024 and will be reviewed annually or as and when needed basis to ensure it remains effective and current.

Privacy Policy

Introduction This privacy policy, tailored specifically for patients of Family Clinics Caulfield South, serves to inform you about the collection and utilization of your personal information, including health data, within our practice. We also detail the situations under which we may disclose this information to 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:

· Approved identifiers to correctly identify you that includes:

o Name (family and given names together are one identifier)

o Date of birth

o Gender (as identified by the patient)

o Address

o Patient health record number where it exists

o Individual Healthcare Identifier

· Medicare number (where available) for claiming purposes

· health fund details.

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 authorized by law to only deal with identified individuals.

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.

Information can also be collected through My Health Record.

3. 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?

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 (eg some diseases require mandatory notification)

· during the course of providing medical services, through My Health Record

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. Our practice team members have different and restricted access levels via individual password to protect your information.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice 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.

How do we store and protect your personal information?

Your personal information may be stored electronically. Our practice stores all personal information securely. We prioritize electronic record storage, ensuring secure access via password protection and encryption. Our systems are regularly updated and maintained, emphasizing confidentiality through staff training and robust security measures.

Staff are encouraged to lock computers when they are not at the desk to prevent your personal information seen by anyone. In case, if we have any paper record containing your personal or health information, staff are encouraged to turn the paper upside down with your information facing the ground. Paper records are scanned into your electronic file and destroyed through a secure shredding system.

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 and health information.

Our practice 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.

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.

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

If you have questions or a complaint about the privacy of your personal information, please ask to speak to the practice manager at the practice.

Further information on privacy legislation is available from:

Office of the Australian Information Commissioner

1300 363 992 www.oaic.gov.au

Office of the Health Services Commissioner

Victoria – 1300 582 113 www.health.vic.gov.au/hsc/index.htm

Privacy and our website

A cookie is a small file placed in your web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Our website uses cookies to analyse website traffic and help us provide a better website visitor experience.

Policy review statement

As we plan to ensure our privacy policy remains current, this policy is subject to change. We may modify this policy at any time, in our sole discretion and all modifications will be effective immediately.