Policy
Please note that the email addresses are not monitored 24/7.
If you want to book an appointment, please either call the practice or book online.
Strictly no clinical information or results, or clinical advice will be given over email.
Management of Personal Health Information
The practice has strict guidelines on confidentiality, patient consent, consent for a 3rd party to obtain information, transferring of health information and access and security of personal health information.
It adheres to the The National Privacy Principles Act and the Health Records and Information Act.
Communication Policy
There are multiple ways in which the practice communicates with patients and third parties. Communication can occur through the following channels:
Face to face
This can be via consultation with your doctor or nurse or interactions with other staff members. i.e.: Practice Manager or reception staff.
Telephone
Patients are able to contact the practice via telephone between the hours of Monday 8am – 5pm & Weekends 9am-2pm. Please note we are closed on public holidays.
As the first point of contact, receptionists must review the triage support guide to ensure they are correctly assessing patient’s needs and concerns. Receptionists will often need to ask questions to determine that the patient receives the most appropriate care, at the most appropriate time.
Phone calls from patients requesting to speak to the doctor will not generally be put through at the time of the call. This is to minimise disruption to the doctor as they are usually in consultation with another patient and respectfully not wanting to interrupt their consultation. Doctors may take phone calls if time permits.
Reception staff will ask the patient to briefly explain the reason for the call and will determine if the doctor should be interrupted or if a message can be given to the doctor to return the call at a later time. This may be throughout the day or after the doctor has finished consulting for the day. Where clinically significant information is discussed, a note will be made in the patient’s file.
Email is not a secure form of communication and we do not use this to communicate personal information to patients without their consent. Whilst we make every effort to keep your information secure it is important for patients to be aware of the risks associated with electronic communication, in that the information could potentially be compromised and accessed by someone other than the intended recipient. Patients must be aware that any communication they direct to the surgery via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.
If you do choose to contact the surgery via email this will be considered as patient consent to reply via email.
We endeavour to reply to all emails within 1 business day. Our emails are checked on a regular basis, however they are not constantly monitored. If you have an issue that requires urgent attention, we request that you contact the practice via telephone.
Walk-In Services
Northam Family Practice does not offer a walk-in service unless it’s for an emergency.
Home Visits and Out of Hours Services
Our doctors can provide home visits, enquiries can be made by talking to one of our friendly receptionists however, the provision of these visits are at the discretion of the treating doctor.
For urgent care outside of our opening hours you contact the following:
Northam Hospital – 50 Robinson Street, Northam WA 6401 Phone: (08) 9690 1300
URGENT RESULTS
Your doctor or the practice nurse will attempt to contact you immediately via the contact details supplied. If our attempts at contact are unsuccessful, a letter will be forwarded to your address to contact us urgently for an appointment.
NON-URGENT RESULTS
Our nurse will contact you via phone to advise that you need to make a non-urgent appointment to see your doctor. If our attempts to contact you are unsuccessful, a letter will be forwarded to your address to contact us for a non-urgent appointment.
If your results are NORMAL we will NOT contact you. You are welcome to phone us to check if your results have been returned to us, but you will have to make an appointment to discuss these results. At no time are results provided to you over the phone due to confidentiality laws.
Patients are contacted for recalls and reminders. If our attempts at contact are unsuccessful a letter will be forwarded to your address to contact us for an appointment.
Confidential information is not included in these letters. All personal information is stored on a program specific, encrypted computer data base.
CONTINUOUS EDUCATION
The practice is committed to supporting the doctors, nurses and administration staff to participate in on-going education.
DID NOT ATTEND (DNA) AND CANCELLATION POLICY
Due to the high demand for bulk billing appointments and the high number of non-attendances and cancellations for GP appointments, we will charge a fee of $40 per single consultation or for double consult a fee of $80 for any appointment that is not attended or not cancelled within 4 hours of the appointment time.
If this account is not paid, a letter of suspension of services and the outstanding 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 doctor’s 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 with our reception staff.
APPOINTMENTS
Please phone us on for an appointment.
If you need more time with the doctor, please tell the receptionist when you make your booking. Urgent medical problems will always be dealt with promptly.
TELEPHONE AND ELECTRONIC COMMUNICATION
Electronic Communication is available via email at reception@northamfamilypractice.com.au. All personal emails are stored on a program specific encrypted computer data base system.
For after-hours medical attention you can contact the following:
Northam Hospital– 50 Robinson Street, Northam 6401– Phone: (08) 9690 1300
For Emergency Medical Attention please contact 000 Immediately.
PATIENT FEEDBACK
Your feedback is important to us and patient feedback forms are available at reception. Alternatively forward your comments
Email: p.manager@northamfamilypractice.com.au
If for any reason you are not satisfied with the service you have received and do not wish to discuss this with us, the following information is for the state health complaint agency:
The HEALTH AND DISABILITY SERVICES COMPLAINTS OFFICE (HaDSCO)
GPO Box B61
Perth WA 6838
Phone: (08) 9323 0600
Fax: (08) 9221 3675
Country Free Call: 1800 813 583
