Doctor Cancellation & Non-Attendance Policy

Due to the high demand for bulk billing appointments and the high number of non-attendances and cancellations for GP appointments, we will be introducing a fee of $35 per consultation that is not attended or not cancelled within 3 hours of the appointment time. This will commence from 1st April 2014.

For the first non-attendance or late cancellation of appointment, you will be given a friendly reminder of our policy. If a second appointment is missed, you will receive a letter and an account that is to be paid before your next appointment. If a third appointment is missed or not cancelled appropriately, a letter of suspension of services and an account will be issued. This letter will see your access to all services suspended until accounts are paid. There may also be the possibility of permanent suspension from the practice at the Doctors’ discretion for repeat offenders.

We have many wasted appointments every day and by introducing this policy we hope patients will consider cancelling their appointments so that others may access them if required.

If you have any concerns please speak Reception staff.

Allied Health Cancellation & Non-Attendance Fees

Patients that have been referred to our Chronic Disease Management Nurses or Allied Health Professionals under a Care Plan, please be advised that in order to ensure bulk billing under Care Plans is sustained and accessible to all, our Chronic Disease Management Nurses and Allied Health Professionals will charge cancellation or non-attendance fees.

This fee will be charged in the event of a non-attendance of appointment or in the case when less than 24 hours’ notice is given to cancel the appointment.

In the event of exceptional circumstances, the Allied Health Professional or Chronic Disease Nurse will be notified and they will advise if the cancellation/non-attendance fee will stand.

Any fees incurred are required to be paid before the next consultation is booked.

The fees incurred are: $44.00 for Psychologists and $50.00 for all other Allied Health and CDM Nurses and Mental Health Nurses.

If you have any queries regarding this or any of our policies, please do not hesitate to contact Reception.

Results Follow Up Policy

Patients are requested to make follow up appointments for review of pathology, investigations and specialist consultations approximately 5 working days after they have had their tests or investigations performed.

Please be advised that no results or investigations will be discussed over the phone by the doctor. If you are making a follow up appointment, please advise the Receptionist so that your appointment is correctly annotated in our appointment software. It is important that follow up appointments are kept. If you find you are unable to keep your appointment, please contact Reception to rebook.

Repeat Prescriptions and Referrals

It is policy of this practice that patient requests for repeat prescriptions and referrals are done through an appointment.

Please be advised that no results or investigations will be discussed over the phone by the doctor. If you are making a follow up appointment, please advise the Receptionist so that your appointment is correctly annotated in our appointment software. It is important that follow up appointments are kept. If you find you are unable to keep your appointment, please contact Reception to rebook.

Privacy Policy

1.0 Strathpine GP Superclinic is committed to ensuring the privacy and confidentiality of all personal information affiliated with the Strathpine GP Superclinic’s business undertakings.
1.1 Strathpine GP Superclinic follows the terms and conditions of privacy and confidentiality in accordance to the Australian Privacy Principles (APPs) as per schedule 1 of the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth), forming part of the Privacy Act 1988 (‘the Act’).
1.2 The purpose of this Privacy Policy is to clearly communicate how Strathpine GP Superclinic collects and manages personal information.
1.3 The point of contact regarding any queries regarding this policy is the, Practice Manager,

2.0 As a private sector health service provider and under permitted health situations, Strathpine GP Superclinic is required to comply with the APPs as prescribed under the Act.
2.1 The APPs regulate how Strathpine GP Superclinic may collect, use, disclose and store personal information and how individuals, including Strathpine GP Superclinic’s patients may:
• address breaches of the APPs by Strathpine GP Superclinic;
• access their own personal information; and,
• correct their own personal information.
2.2 In order to provide patients with adequate health care services, Strathpine GP Superclinic will need to collect and use personal information. It is important to be aware that if the patient provides incomplete or inaccurate information or the patient withholds personal health information Strathpine GP Superclinic may not be able to provide said patient with the services they are requesting.
2.3 In this Privacy Policy, common terms and definitions include:
• "personal information" as defined by the Privacy Act 1988 (Cth). Meaning "information or an opinion including information or an opinion forming part of a database, whether true or not, and whether recorded in a material format or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion"; and,
• "health information" as defined by the Privacy Act 1988 (Cth). This is a particular subset of "personal information" and means information or an opinion about:
- the health or a disability (at any time) of an individual;
- 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.
2.3.1 Personal information also includes 'sensitive information' which is information including, but not limited to a patient’s:
• race;
• religion;
• political opinions;
• sexual preferences; and or,
• health information.
2.3.2 Information deemed 'sensitive information' attracts a higher privacy standard under the Act and is subject to additional mechanisms for the patient’s protection.

3.0 Strathpine GP Superclinic collects information from each individual patient that is necessary to provide said patient with adequate health care services.
3.1 This may include collecting information about a patient’s health history, family history, ethnic background or current lifestyle to assist the health care team in diagnosing and treating a patient’s condition.

4.0 This information will in most circumstances be collected directly from you via treatment form, medical consult form, face to face consultation etc.
4.1 In other instances, Strathpine GP Superclinic may need to collect personal information about a patient from a third party source. This may include:
• relatives; or,
• other health service providers.
4.2 This will only be conducted if the patient has provided consent for Strathpine GP Superclinic to collect his/her information from a third party source; or, where it is not reasonable or practical for Strathpine GP Superclinic to collect this information directly from said patient. This may include where:
• the patient’s health is potentially at risk and his/her personal information is needed to provide them with emergency medical treatment.
4.3 Strathpine GP Superclinic endeavours to store and retain a patient’s personal & health information in on site, off site on a hard drive carried by the Practice Manager and off site on a secure server provided by our IT Company, Precision IT.

5.0 Strathpine GP Superclinic only uses a patient’s personal information for the purpose(s) they have provided the information for unless one of the following applies:
• the patient has consented forStrathpine GP Superclinic to use his/her information for an alternative or additional purpose;
• the disclosure of the patient’s information by Strathpine GP Superclinic is reasonably necessary for the enforcement of criminal law or a law imposing a penalty or sanction, or for the protection of public revenue;
• the disclosure of the patient’s information by Strathpine GP Superclinic will prevent or lessen a serious and imminent threat to somebody's life or health; or,
• Strathpine GP Superclinic is required or authorised by law to disclose your information for another purpose.
i. Health Professionals to provide treatment
During the patient’s treatment at Strathpine GP Superclinic he/she may be referred to alternative medical treatment/services (i.e. pathology or radiology) where Strathpine GP Superclinic’s staff may consult with senior medical experts when determining a patient’s diagnosis or treatment.
Strathpine GP Superclinic’s staff may also refer the patient to other health service providers for further treatment during and following the patient’s admission (i.e. physiotherapist or outpatient or community health services).
These health professionals will be designated health service providers appointed to use the patient’s health information as part of the process of providing treatment. Please note that this process will be conducted whilst maintaining the confidentiality and privacy of the patient’s personal information.
ii. Alternative Health services
At any point a patient wishes to be treated by an alternative medical practitioner or health care service that requires access to his/her personal/health information Strathpine GP Superclinic requires written authorisation. This written authorisation is to state that the patient will be utilising alternative health services and that these health services have consented for a transfer of personal/health information.
iii. Other Third Parties
Strathpine GP Superclinic may provide your personal information regarding a patient’s treatment or condition to additional third parties. These third parties may include:
• parent(s);
• child/ren;
• other relatives;
• close personal friends;
• guardians; or,
• a person exercising a patient’s power of attorney under an enduring power of attorney.
Where information is relevant or reasonable to be provided to third parties, written consent from the patient is required.
Additionally, the patient may at any time wish to disclose that no third parties as stated are to access or be informed about his/her personal information or circumstances.
iv. Other Uses of Personal Information
In order to provide the best possible environment in which to treat patients, Strathpine GP Superclinic may also use personal/health information where necessary for:
• activities such as quality assurance processes, accreditation, audits, risk and claims management, patient satisfaction surveys and staff education and training;
• invoicing, billing and account management;
• to liaise with a patient’s health fund, Medicare or the Department of Veteran's Affairs, as necessary; and,
• the purpose of complying with any applicable laws – i.e. in response to a subpoena or compulsory reporting to State or Federal authorities.
5.1 If at any point or for any of the aforementioned reasons Strathpine GP Superclinic uses or discloses personal/ health information in accordance with the APPs, Strathpine GP Superclinic will provide written notice for the patient’s consent for the use and/or disclosure.

6.0 If an individual patient reasonably requests access to their personal information for the purposes of changing said information he/she must engage with the relevant practice manager.
6.1 The point of contact for patient access to personal information is:
Practice Manager
3480 0111
Monday to Friday
6.2 Once an individual patient requests access to his/her personal information Strathpine GP Superclinic will respond within a reasonable period of time to provide said information.
6.3 All personal will be updated in accordance to any changes to a patient’s personal circumstances brought to Strathpine GP Superclinic’s attention. All changes to personal information will be subject to patient’s consent and acknowledgement.
6.4 If an individual requests access to his/her personal information Strathpine GP Superclinic will charge $99.00 plus $1.10 per page for photocopying. All fees are GST inclusive.

7.0 How an individual patient may complain about a breach of the Australian Privacy Principles, or a registered APP code (if any) that binds the entity, and how the entity will deal with such a complaint.

8.0 Use of Overseas Parties:
(a) Strathpine GP Superclinic does not engage with any overseas entities, with which personal or health information would be transferred, appointed or disclosed.

9.0 If Strathpine GP Superclinic receives any unsolicited personal information that is not deemed appropriate for the permitted health situation, Strathpine GP Superclinic will reasonably de-identify and dispose of said information accordingly.
9.1 If Strathpine GP Superclinic holds any personal or health information that is no longer deemed relevant or appropriate for the permitted health situation, Strathpine GP Superclinic will reasonably de-identify and dispose of said information accordingly.

10.0 Strathpine GP Superclinic provides free copies of this Privacy Policy for patients and staff to access, which can be/will be located/provided:
Strathpine GP Superclinic Policy & Procedure Manual
Hard Copies provided upon request

11.1 Strathpine GP Superclinic in accordance with any legislative change will review the terms and conditions of this policy to ensure all content is both accurate and up to date.
11.2 Notification of any additional review(s) or alteration(s) to this policy will be provided to patients and staff within 30 days’ notice. If change occurs patients and staff are required by Strathpine GP Superclinic to review/sign/acknowledge in writing etc. this Privacy policy.