POLICIES & COMMUNICATION
Our Policies
Patients are encouraged to ensure that all contact details are correct. This helps us contact you about your results or changes of appointment.
After Hours
Patients can call 13 SICK to access out of hours care. For emergencies ring 000 or attend the closest hospital.
Results, recalls and clinical reminders
Each general practitioner will advise you how to obtain your test results and may ask that you make a follow-up appointment. We use an automated recall system to contact patients regarding test results and clinical reminders. We may contact you about preventative health activities such as a cholesterol check, blood pressure or diabetes monitoring. We will attempt to contact patients via phone, email or mail. Please discuss with your doctor if you wish to opt out of any aspect of the recall system.
Accessible Facilities
SDFM provides wheelchair access and staff will assist any patients when necessary. We will assist with organising taxis if requested.
Interpreter Services
Patients from a non-English-speaking backgrounds have the option of accessing professional interpreter services at no cost or, if preferred, a family member may be present to act as a translator.
Communication
Telephone calls from patients will not generally be transferred to doctors while they are in a consultation. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing one of our doctors, our Practice Nurse is available to discuss your concerns and, if necessary, schedule an urgent appointment with a doctor.
You can email us by using the Contact Us button or by fax on (07) 5476 5302. Emails and
faxes are reviewed on a daily basis.
Smoking Policy
Our practice has a no smoking policy. Please refrain from smoking on or near our premises.
Chronic Disease Prevention
We are committed to helping our patients prevent the development of chronic disease. We encourage you to take advantage of the practice nurse and the time you spend with the doctor to have your modifiable lifestyle factors assessed.
We offer our patients aged 75 and over, an annual health assessment which is a comprehensive review of a wide range of health issues.
We offer our patients aged 45–49 years, a comprehensive health assessment as a preventative measure to assess risk of chronic disease.
These Health Assessments are bulk billed for holders of a Medicare Card.
Procedures
The doctors perform a range of minor procedures including removal of skin lesions, and the treatment of simple fractures. Cryotherapy, nebuliser treatment, Cervical Screen and resuscitation equipment is available. A longer appointment may be required so please inform the reception staff.
Investigations
The doctors can perform some tests on site. Referrals for X-rays, CT scans, ultrasound, mammograms and pathology are provided by the doctor.
Hearing or Language Issues
To help our doctors understand the nature of your healthcare needs, please advise if you would like an interpreter.
Transfer of Medical Records
To facilitate the transfer of your medical records to SDFM or to another practice. Please see reception staff for assistance.
Unacceptable Behaviour
SDFM has a zero tolerance for unacceptable behaviour including violence, threats, abusive or aggressive behaviour. Patients displaying such behaviour will be asked to leave the
premises immediately and, if necessary, the police will be called.
In the event of a repeat offender the patient will no longer be seen at our clinic.
Records
SDFM uses electronic records. Patient histories are recorded on computer and are accessible by all clinical staff. Records are backed up daily to prevent any loss of information. All incoming histories, documents and correspondence are scanned into the computers and saved in the appropriate patient’s history.
Patient Feedback & Complaints
We value your opinion on the facilities and services our practice offers and welcome feedback via our website or our suggestion box.
If you have any concerns about the care from your doctor, please immediately discuss
this with your doctor so that your concerns can be managed. Should you have ongoing concerns, then we are happy to offer you a second opinion from another doctor at the practice.
Patients can express complaints in writing to the practice manager and a copy will be kept for our records.
For more information about how and where to make a complaint about a health care provider, visit https://www.oho.qld.gov.au/make-a-complaint/.
