Patient Info FAQ

• APPOINTMENTS:

  Every effort will be made to accommodate your preferred time and GP. Doctors of Tewantin use an appointment system consisting of basic 15 minute time slots. In order to maintain efficiency we ask you to inform the receptionist if you think you may require a longer 30 minute consultation.

  We make a concerted effort to run on time but know you will understand that emergencies will be given priority. We sincerely regret any inconvenience caused when we run behind with our appointments. Please feel free to phone the surgery to check whether the Doctors are running on time.

  Appointments are always available on the day – we understand if you are unwell enough to call us, you want to see a Doctor today.

• INTERPRETER SERVICE:

  Doctors of Tewantin access the Telephone Interpreter Service and can organize an interpreter to assist with any language barriers and to assist our deaf patients. Please advise reception and we will organise either an ‘over the phone’ or ‘on-site’ service.

• AFTER HOURS EMERGENCIES:

  For all after hours emergencies please phone or attend the Noosa Hospital & Specialist Centre, 111 Goodchap Street, Noosaville, phone 54 559 200. For other after hours attention the practice mobile is 0428 119 455 – please note this may incur a fee of $150 for an after hours consultation. This phone is always attended by one of our doctors.

  IN AN EMERGENCY PLEASE CALL AN AMBULANCE ON – 000

• BILLING:

  Please view our Billing and Fees page HERE.

• PRIVACY AND CONFIDENTIALITY IN THE PRACTICE:

  The provision of quality health care requires a doctor-patient relationship based on trust and confidentiality. All patient information is treated as confidential. Our practice has developed a policy to protect patient privacy in compliance with the privacy legislation – a copy of this privacy policy is on the Notice Board and is also available on request. This legislation prevents us from discussing anything to do with your attendance here with family or friends. If we need to contact you by phone, we are also prevented from identifying that we are ringing from the practice if someone else answers.
  View our Privacy Policy.

• CONSENT FORMS:

  Under the National Privacy Act (2000), patients are required to read and sign our consent forms relating to release of relevant information to third parrties.

• TRAVEL IMMUNISATIONS:

  Our Doctors can provide travel advice regarding vaccination recommendations and provide any necessary prescriptions.  Our nurses can then administer the vaccine.

  Please contact our reception staff for more information.

• PHONE CALLS:

  The Doctors at DOT prioritise patient consults in the surgery and are generally unable to receive or return patient phone calls. As most issues are best dealt with in a consultation, we encourage you to schedule an appointment at a convenient time. A telehealth consult may be booked if you would prefer an appointment over the telephone, however there are restrictions and fees do apply.  Please ring admin and Justine ,Pauline or Teresa can advise whether a phone consult is appropriate.

• HOME VISITS:

  Home visits are made to our regular patients whose condition prevents them from attending the surgery.

• HOSTEL/NURSING, HOME VISITS:

  The Doctors visit Calgary (Noosa Nursing Centre) & Carramar Nursing Home for existing patients.

  Home Visits are available also for existing patients with a debilitating illness.

• PRESCRIPTIONS:

  Repeat prescriptions generally require a consultation to ensure compliance & efficacy,  monitor your health and to avoid confusion  However, there are some circumstances where a consult may not be required and you can request the repeat prescription via our website or booking platform:  https://automedsystems.com.au/ams/clinics/2841/tewantin-4565/doctors/.

  You will be notified promptly if your Doctor cant issue the script and would prefer to see you.

• REFERRALS:

  Referrals to specialists are legal documents and are required to allow for any Medicare or health fund rebate. No NEW referrals will be given without consultation and discussion with the doctor. Your doctor needs to ensure your referral is appropriate, and that your medical information is up to date for the referred doctor. Your doctor may also need to arrange tests before your specialist appointment to ensure safe and efficient care. It is illegal to backdate referrals.

  However, there are some circumstances where a consult may not be required and you can request a REPEAT referral via our website or booking platform: https://automedsystems.com.au/ams/clinics/2841/tewantin-4565/doctors/

  You will be notified within 48 hours if the Dr cannot issue this and will require an consultation.

• RESULTS:

  Results are electronically downloaded and Doctors check these at least twice daily.  Our software AutoMed will advise you via SMS when your results are back and whether there is any follow-up required.  You will get 3 SMS reminders to make a non-urgent follow up appointment (in the next 2 weeks).  If any urgent results your Dr will ring you directly.  We do manually check the list of patients needing follow up so if you haven’t responded to your text messages we will ring or send a letter.  Please ensure that your contact details are always up to date on our records to make follow up easier. We regret reception staff cannot give out results over the phone.  S&N and QML pathology upload your results to your My Health Record after 7 Days if you require a copy.

• DIABETIC CLINIC:

  Doctors of Tewantin have a special interest in Diabetes. We run a weekly Diabetic clinic that we encourage our diabetics to attend on a 3 monthly basis. Our Practice Nurses are also available at all times for further advice, education & support.

• TREATMENT ROOM:

  We have a well-equipped treatment room with a Practice Nurse in attendance at all times.

  We can perform ECG (heart tracing), spirometry (lung function), urine drug screening, suturing and plasters on site.

  Fees apply for some procedures.

• REMINDER SYSTEM:

  Our practice is committed to preventative care. We have an extensive reminder system in place for some routine health checks such as  cervical screening (PAP smear), skin checks, colonoscopies, health assessments and diabetes check ups. We may send you a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not want to be part of this system please let your doctor know.

• CHANGING TO ANOTHER CLINIC:

  To obtain your notes, you will need to ask your new doctor to send a letter requesting the notes with a signed permission form. We will then forward your records to the new practice.

• WORKCOVER:

  Work related injuries are generally not covered by Medicare.  We send the relevant paperwork directly to the insurer (usually Workcover Queensland, but dependent on your employer’s insurer).  Please ask Teresa, Justine or Pauline if you have any queries regarding work cover.

• FEEDBACK:

  Periodically, the practice develops a patient survey to ensure we are meeting your expectations and to identify any problems you may be having. Your participation in these surveys is always greatly appreciated. At all times, Teresa Evans our Practice Manager, is available and interested in your feedback.

• EMAILS:

  It is the policy of Doctors of Tewantin not to email patients their results or any other private information for privacy reasons.   Patients can either pick up or we can post the information directly. Thank you for your understanding.  Please be aware that our email is NOT manned 24 hours so there will be a delay in any response from us out of hours.

• MY HEALTH RECORD:

  If you would like a Health Summary uploaded to your My Health Record, please do not hesitate to advise reception or your GP.  For more information on the My Health Record log on to www.myhealthrecord.gov.au or ask our practice manager – Teresa Evans.

• IS THERE A PROBLEM?:

  If at any time you experience a problem or difficulty with regards to our practice please phone our Practice Manager, Teresa Evans on 54 70 22 11 or write to PO Box 822, Tewantin Q 4565. Please remember we are here to help you. It is important to us to be aware of any difficulties you may be having, so that we can resolve the situation as soon as possible. Alternatively, you may contact the Health Quality & Complaints Commission (HQCC) on 1800 077 308 and lodge a formal complaint. In most cases, problems arise through lack of communication and misunderstanding, rather than deliberate actions by the staff.