Communication Policy
Book Appointment
Online booking
Find a Doctor
Meet the GP team
Our Services
Care for all ages
Fees & Billing
Mixed billing information
Telephone
Patients can contact the practice from 8:00am–6:00pm Monday to Friday and from 8:00am–1:00pm Saturday. Reception may triage calls by urgency and performs a three-point identity check to match the correct patient record.
It is often not possible to speak to a doctor immediately. Reception can send a secure message for the doctor to return when possible; urgent matters may be handled differently according to clinical need.
Clinical correspondence
Results, emails, specialist letters and other correspondence from healthcare providers are added to the patient file and sent to the relevant doctor. If that doctor is unavailable and the correspondence is urgent, another doctor may review and act on it.
Email is not secure and is not encouraged for sensitive information. Patients choosing email communication must sign a consent form before staff reply by email.
Staff aim to respond within 24 hours, and practice correspondence is password protected.
SMS
SMS is used for appointment reminders, health reminders and recalls. Tell the practice when your mobile number changes or if you want to opt out of SMS.
Post and website
Patients who opt out of SMS may receive reminders and recalls by post. Incoming letters are scanned into the patient record and forwarded to the doctor.
The website provides current contact details, location, opening hours, fee and service information, after-hours details and online booking.
Communication support
Reception maintains contacts for interpreter and disability services, including:
- National Relay Service (NRS)
- Auslan services — 1300 AUSLAN
- TIS Doctors Priority Line — 1300 131 450
Feedback, suggestions and complaints
Patients can speak with their GP or the practice manager, use the suggestion box in the waiting room, or send the practice a letter. Concerns, suggestions, feedback and complaints are taken seriously.
Urgent concerns
Do not use email or website contact for urgent medical care.
Contact the practice
Call reception if you need help with an appointment, form or practice process.
