Privacy Policy

Appointments

We strive to accommodate your preferred appointment times and general practitioner. Please note that emergencies will receive priority attention. In the event of any unforeseen delays, our reception staff will make every effort to contact you promptly. Should you require a longer consultation, please advise our receptionists when making your booking. Interpreter services are available upon request for you or your family members; kindly inform us at the time of scheduling your appointment.

After-Hours Access

For healthcare advice outside of regular hours, please contact GP Access at 02-4926 0500. You will receive telephone guidance to assist in determining the most appropriate course of action. If a consultation with a general practitioner is required, you will be referred to the nearest GP Access clinic. For additional information, please visit: https://hunterprimarycare.com.au/gp-access-after-hours/

Telephone Access

All calls are answered by trained receptionists. Urgent calls may be transferred to a nurse for triage.
If you wish to speak with your GP, please request a telephone appointment. Please note that a fee may apply for this service — our reception staff will inform you of the charges at the time of booking.

Walk-In Patients

Walk-in patients will be scheduled for the next available appointment. Should we be unable to accommodate you within a reasonable period, our reception staff will supply details regarding alternative local healthcare services.

Home Visits

Home visits may be considered in exceptional circumstances at the discretion of the General Practitioner. To request a home visit, please contact reception. Please note that home visits are not bulk billed; reception staff will advise you of any applicable fees at the time of booking.

Reminders

Our practice utilises a reminder system to encourage participation in preventive health services, including:

• Breast cancer screening
• Cervical cancer screening
• Bowel cancer screening
• Other health assessments

Reminders may be communicated via text message, telephone call, or letter. Should you prefer not to receive such reminders, please notify reception accordingly.

Repeat Prescriptions & Referrals

It is recommended that prescriptions and referrals be reviewed during your consultation. Please request these during your appointment. If you are unable to attend in person, you may schedule a telephone appointment with your GP. Applicable fees may apply; reception will inform you of any charges at the time of booking. You can request private e-scripts through hotdoc also.

Test Results

Please contact the practice to obtain your test results. Should any of your results fall outside the normal range, you will receive a text message prompting you to arrange an appointment. For patients who do not have mobile phones, we will provide updates by telephone or letter. For reasons of safety and confidentiality, reception staff are only authorised to share the doctor’s comments and cannot discuss your results in further detail.

Children

• Children must be accompanied by a responsible adult during visits.
• The practice may request identification, such as a Medicare card, to verify guardianship.
• Please ensure children are supervised at all times within the practice premises.

Access to Medical Records

You have the right to access your medical records.

• The fee for a full copy of your medical record is $65. In certain circumstances, such as when your records are being transferred directly to another healthcare provider within our group this fee may be waived
• If you only require part of your record to be transferred, your GP may charge a fee based on the time needed to prepare the documents.

To request your records, please sign the requisite form and send it through your new practice or bring a valid photo ID and inform reception whether you need a full copy or only specific documents. Reception staff will guide you through the next steps and advise you of any applicable fees.

Patient Feedback

Our organisation is dedicated to continually enhancing our services. Periodically, you may be invited to participate in a confidential survey. Additionally, a suggestion box is available at reception for you to provide feedback at your convenience.

Complaints

If you have any concerns regarding your care, please address them with your GP or the practice manager. Should you remain dissatisfied with the resolution, you may contact the Health Care Complaints Commission at 1800 043 159 or visit their website at www.hcc.nsw.gov.au.

Zero Tolerance Policy

Our practice enforces a strict zero-tolerance policy regarding unacceptable behaviour. This includes:

• Use of abusive or offensive language, whether in person or by telephone
• Threats or acts of physical violence
• Verbal abuse or insults directed toward staff members
• Smoking within the premises
• Refusal to exit a consultation room when requested

Any violation of this policy may result in permanent exclusion from our practice.

Privacy Policy

We adhere to the Federal Privacy Act 1988, the Australian Privacy Principles, and the Health Records and Information Privacy Act 2002 (NSW). Your personal and medical information is collected for administrative purposes, billing (including Medicare), and the delivery of healthcare services. By attending our practice, you provide consent for your information to be shared with relevant healthcare providers—including specialists, hospitals, and allied health professionals—when necessary for your care. For further details, please consult the Access to Medical Records section.

Communication Policy

We communicate with patients through telephone, secure text messaging, or email where appropriate.

• Please ensure your contact information is current and advise us of your preferred communication method.
• All correspondence received on your behalf (including email, fax, or post) is securely scanned into your file before being deleted or shredded.
• Please note that we do not receive or respond to patient SMS messages.

Important: For urgent matters or emergencies, please call 000. Clinical concerns, such as prescriptions, referrals, or medical certificates, cannot be managed via email. If a clinical query is emailed, reception will reach out to you to arrange an appointment. Administrative requests may be submitted by email.