Mask Policy

Covid is still a continuing threat to the health and safety of anyone visiting a Drs office. As such I require masks to be worn. You may provide your own or buy on arrival.($2.20). Dispensing via a machine is the safest cleanest way to do this. The machine is not ours and we do not benefit financially from it. Thank you for looking after my most vulnerable patients in the waiting room who are unable to protect themselves not only against Covid but Flu, RSV, Metapneumovirus, chicken pox, german measles , gastro etc which may lead to their hospitalisation, foetal deformities or death.

Appointments billing

See my billing info page.

Emergencies

For symptoms of heart attack and stroke and severe allergic reactions or a very sick child please call triple 000. If you want advice call the surgery and ask for the nurse

Emails

Emails are for non medical issues only. They are not secure or confidential as reception fields them for me. Please make an appointment if you have medical questions or have items you want me to do e.g. forms, certificates, questions

Phone calls

Phone calls during a consultation cannot be fielded unless urgent. It is best to leave a message with reception to action but you may be asked to book a telehealth or face to face consult or send a request through Hotdocs unless it’s a medical emergency and needs management as that . Call triple 000 in this case

What to do if I am not available and you need to be seen

If I am unavailable please book with one of the doctors here. They are all very good and I trust them. We all share access to the records.

Recalls/ Results

I use the Hotdoc recalls system . You will be sent an sms to advise follow up for results. It contains a link which is safe to click on. It will advise if results are normal or if I need to see you for further follow up. I prefer a face to face appointment but if you are unable to return a phone appointment is OK as well. Please ensure you have given permission to send you sms when you visit reception. Provide an Email address as backup. It should be your personal one and not a work one ideally if possible. Keep updated phone numbers and emails at all times to ensure you receive important messages from me and check spam (add the reception email to your safe senders list)

Reminders

When preventive care is due, I may send reminders for these also but it remains the responsibility of the patient to ensure they receive their regular preventive health checks.  I recommend an annual 20 min appointment to do this.

Script requests

If I have not seen you for over 6 months, I would like to review you first. A phone appt or face to face may suffice.

If you are unsure if you need to be seen, you can make your request via the Hotdoc item that comes up on the booking page. If I want to see you, you will get a message to say make an appointment. Be aware it could take 5 days to respond so always ask well in advance. If you need a script straight away, make an appointment. Fee $26 . If asked to make an appointment, you will receive a refund within 5 days. Please be sure to read the terms and conditions referrals can be done when you make the request on Hotdoc booking page on the website. There is no Medicare rebate if you have not been seen onsite in the last 12 mths.

Referral requests

If I have not seen you for 12 months, I would like to review you first as I have a legal obligation to ensure I have updated all relevant info and reviewed the need. A phone appt or face to face may suffice. There is no Medicare rebate if you have not been seen onsite in last 12 mths.

If you are unsure if you need to be seen , you can Make your request via the Hotdoc item that comes up on the booking page. If I want to see you, you will get a message to say make an appointment. Be aware it could take 5 days to respond so always ask well in advance. If you need a script straight away, make an appointment. Fee $26. If asked to make an appointment, you will receive a refund within 5 days.

Be aware last minute requests cannot be accommodated in a fully booked day so make a Telephone appt if you need an urgent referral repeat. Referrals can only be done for known conditions I have done before for you. New problems need an appointment. Please be sure to read the terms and conditions referrals can be done under when you make the request on Hotdoc

Telehealth Appointments

Not all appointments are suitable for Telehealth. Its my decision what can be safely done this way and what cant. If its unsafe to do by Telehealth appointment, you will be asked to make a face to face appointment. There is no obligation on Drs to offer Telehealth appointments especially when its unsafe to do so. There is no Medicare rebate for Telehealth appointments if you have not been seen face to face in the last 12 months

Longer appointments

Time = quality. Please book enough time for the problem you have. Being short on time causes undue stress and pressure and reduces the quality of care. Book extra time if unsure (20 mins) or ask reception for advice. The patient info sheet on the website offers advice also. You can download this under the patient info tab >forms

I will only bill for the time needed.

Forms / certificates etc

All forms take time to do. Please allot a time by booking a phone or face to face appointment. Forms done out of a consultation will attract a fee and there may be a delay in completion until there is any spare time to do it.

Requests for results to be sent

To ensure the results are only going to the real person we have a legal obligation to ensure we do. Please go to the website and download the results request form to sign and send back. Please ask for copies to be sent to your My Health record in future or ask for a copy during the consultation to reduce admin load.

Request to transfer records

The records remain the property of the Dr but I am happy to send on to a new Dr on request. Ideally a telephone appointment is best so I can explain any important follow up for you if the info is going directly to you. If its going to a new Dr it will be their responsibility for all your follow up care. If you are share caring between two Drs (e.g. suburban and city) please let me know. We can keep them updated on your request with results .

Copies of results to specialists

Please ask the specialists receptionist to contact the pathology/ other specialist or x-ray places direct. They will send the results directly to the specialist electronically which is what they want

Insurance company requests

Ask them to email us direct to do on your behalf or you end up with the fee for the time to do it.

Afterhours

There is an afterhours number if you are a regular patient of mine over the last 2 years. Call the surgery number.  The pathology companies have my number for any urgent overnight results. If you are not a regular patient you can call 13Health for advice or visit the local emergency centres. For any possible emergency  please call  triple 000

Continuity of care

It’s always best to see the same doctor or important missing information may cause a delay in diagnosis. Seeing a Dr at the same practice will also suffice to ensure continuity of care

Privacy Policy

The privacy policy is available on the general website

Complaints and suggestions

I am always ready to accept feedback and will do my best to address any issues fairly and honestly and appreciate you letting me know before a negative review is posted.  Please contact centre manager at manager@brisbanecitydoctors.com.au.

 If we have been unable to address your issues to your satisfaction, you can always make your complaint to the Office of the Health Ombudsman.

Should you like to post a positive review , that’s  very kind of you and encourages me to always do my best . This is the link g.page/Brisbane-city-doctors/review

(copy and paste to your browser- needs a gmail account to post)

Home visits

Home visits are available for my regular patients who live in the CBD and who are genuinely too sick to attend the surgery (they are provided during pre-arranged times by mutual agreement).

Requests are best made before 10 am. Home visits are not bulk billed. They are billed at AMA rates—$350 -ask reception for confirmation of costs. Though its quicker to taxi in and be seen straight away. This way I can see you faster at less cost to you.

Referrals requesting a change of name

For private specialist referrals -There is no requirement for a new referral in the new name as long as the new Dr is in the same category e.g. cardiologist. Just cross out the name is fine. If it’s a referral for the hospital public outpatients who ask you to go privately under Medicare, we will need you to provide a name of whom you wish to go to and an appointment is preferred please to do this..

For Care plans - If the referral contains the name and practice location of an allied health provider (AHP) e.g. psychologist, dietitian etc , you may see any AHP at that practice. However, if a referral contains the name of an AHP, but no practice location, you must see the AHP who is specified in the referral or obtain a new referral from me if you wish to see a different AHP. If the referral is a general one e.g.  only specifies the type of AHP, the patient is free to see any AHP of their choosing provided they are registered with Medicare Australia to provide services.

Workplace aggression/abuse/ bullying

As an independent business operator, I am obliged to provide a safe environment for anyone who attends here.  Any aggressive, abusive or bullying behaviour to the staff, or visitors will result in termination of care.

Non discrimination policy

I do not discriminate on the basis of age, race, sex, religion or disability. I utilise Interpreter services for people with other languages as their first language and for the sight and hearing impaired. Reception can assist with this.

Sexual Harassment policy

Sexual harassment in any form is not tolerated and will end in termination of care

Saturday  policy

For continuity of care I do offer some Saturdays per year