Patient Information Practice Charter

Surgery Opening Hours - OPEN 7 DAYS 

Monday – Friday 8am to 8pm

Saturday 8am - 4pm

Sunday 9am to 4pm

Public Holiday's 9am to 4pm

Dr. Blanchard Kadiongo - Dr. John Afolabi -Dr. Sunimal Kotte - Dr. Rosalind Ho - Dr. Naeem Shoukat -

We strongly believe that the relationship between a patient and his or her health provider is based on a two-way understanding, acknowledging that we both have a responsibility to each other.

The following charter outlines that which we undertake to do and gratefully request your participation.

Any patients who continually swear at, or abuse the clerical staff or other patients, will be politely but firmly invited to find another Surgery to attend.e options from the toolbar.

Patients who are perceived to be under the influence of alcohol or drugs will NOT be consulted.

No responsibility is taken for injuries to children if they are not suitably supervised whilst on the premises.

Appointments: Can be made 24 hours a day via

Our website: www. totalhealthgp.com or healthengine.com.au

NB.

Please observe the following important information when making an appointment:

  • If you think you need a longer appointment (e.g. counseling, complicated or multiple problems, or both Workers’ Compensationand “Medicare” problem) please advice staff of this when booking so this can be catered for.
  • Try to decide if your attendance is urgent, semi-urgent, or routine. This will allow us to keep appointments open for more urgent cases and to Triage your appointment more efficiently. If you are unsure please do not hesitate to ask for the nurse.
  • Make sure you inform the reception staff if your appointment is for a Pap Smear or for Chronic Disease Management such as diabetes, pulmonary / heart problems and asthma.

Interpreter:

Should you need the services of an interpreter please inform reception as early as possible in order for them to arrange this. - we will need 48 hrs to arrange this service. You are most welcome to use a family member for this for ease of comfort.

Our doctors are all multi-lingual and fluent in English, some of the languages represented at our medical centre are:

Dr. Blanchard Kadiongo- French, Swahili & Lingala

Dr. John Afolabi -Igbo & Yoruba

Dr Rosalind Ho - Malay & Mandarin

Dr Sunimal Kotte - Sinhala & Tamil

Dr Naeem Shoukat - Urdu, Hindi, Punjabi

Patients who are particularly ill should notify staff on arrival, so they can be made as comfortable as possible until seen by the doctor. If needed the nurse will see you first.

Please be mindful of others and should you have a contagious cold/flu and collect a mask to place over your mouth on arrival

We kindly ask parents to supervise their children at all times.

[PCEHR] Personally Controlled Electronic Health Record / MY Health Record / ETP:

This surgery and its doctors participate the electronic sending of prescription {eTP} and in the Governments PCEHR/My Health Record Program

The doctor or reception will ask you if you wish to participate in this Government program.

Should you agree the doctor or nurse will upload your health summary information and when needed an event summary to your Central records for access by other health professionals.

You will need to register for My Health Record if you wish to participate. Reception can assist you in doing this

Updating Your Personal Information:

Important: Please inform the receptionist of any changes with regard to logistical and personal information.

Billing Policy:

We Bulk Bill all consultations for patients who have a valid Medicare Card.

Fees are payable for certain procedures. All uninformed cancellations will incur a fee if they do so regularly.

Please read our BILLING POLICY INFORMATION SHEET for further information. If you have any difficulty in paying our fees, please discuss it with us.

After hours:

When the surgery is closed please call 1300 000 362 for assistance; our Perth After Hours service will respond. This number is displayed on the sign in the front of the practice as well as in the waiting room.

Telephone Calls/ Electronic Communication:

Doctors are unable to take calls during consultations. Messages can be left for the doctor with reception or sent via e-mail to: [email protected]

Doctors generally only call patients when it relates to an urgent matter.

Repeats Scripts:

An appointment must be made with the doctor to obtain a script. Scripts will not be issued over the phone or by electronic communication requests

Results of tests, X-rays etc.

We ask that all patients make an appointment to obtain their results unless indicated otherwise by the doctor during the consultation. We will not give results to a third party unless a disclosure statement has been signed or the patient has communication problems or suffers from Dementia.

We will actively chase up important and abnormal results without delay, so please ensure you have given us your current address, home and work telephone number. If you move, please inform us promptly.

No-Smoking or Dogs Policy:

Smoking is not permitted anywhere on the premises. This is in keeping with our health policy and is for the comfort of all others. We would appreciate your commitment to this measure, and ask smokers not to discard cigarette butts in the grounds of the practice at all.

Dogs are not permitted unless they are assistance dogs

Sterilisation:

Wanneroo Total Health Care use sterile disposable Instruments 

Confidentiality:

We adhere strictly to confidentiality guidelines as defined under the Quality Assurance (QA) Legislation enacted in Federal Parliament & National Privacy Principle Our staff are skilled in this area. No information is released to Third Parties without the written permission of patients.

Please read out Practice Privacy Statement for further information.

Recall Reminders:

Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or reception know.

1. Pap Smears: Reminder letters will be sent to patients due for a Pap smear, however this does not replace your responsibility in this area. Please be aware or inquire if you are unsure. All Pap Smears will be registered with the Pap Smear Registry unless otherwise advised.

• Patients will be notified when another appointment is due for ongoing treatment checks such as cholesterol and diabetes.

X-Rays / Ultrasounds:

We are report only surgery. If you wish to have your X-ray / Ultra Sound you will need to wait for them to be processed at the time they are done. They will not be delivered to us. We will only be receiving the report via electronic download.

Suggestions and Feedback:

If you have any suggestions or feedback inform us or use the suggestions box at front reception to drop us note. We look forward to any comment as will use it a learning tool in order to improve our quality of service at the centre.

Problems and Complaints:

If you feel that you have a justifiable complaint please direct them to the Practice Manager in one of the following methods

E-Mail: [email protected]

Post: Unit 2, 876 Wanneroo Rd, Wanneroo ,WA 6065

ALL complaints must be directed in writing.

We take all your complaints seriously and will address them as best we can.

The Practice Manager will be in contact within 2 weeks to discuss your complaint.

If you feel we have not addressed your concerns and you wish to take these to a higher authority you can contact the Office of Health Review

www.hadsco.wa.gov.au/complaints

GPO Box B61

PERTH WA 6838

Phone: (08) 9323 0600 Facsimile: (08) 9221 3675

Country Free Call: 1800 813 583 TTY: (08) 9323 0616

Email: [email protected]wa.gov.au

Thank you for taking the time to read this charter.

BILLING POLICY

CHARGES

We routinely Bulk Bill consultations for all patients who hold a valid Medicare or Veteran Affairs Card

If patients do not hold a valid card they will be privately billed at our private billing rates.

Fees are payable for procedures such as Excisions, Biopsies, Sutures, Iron Infusion, Implanon Insertion & Removal and 24 Hour Holter Monitor. These fees are payble on the day by cash, eftpos or credit card and are not refundable from Medicare.

Please go to Fees page for more information

New Borns not yet registered will be privately billed at the rebate amount. This will need to be paid on the day and 100% can be claimed back when the child is registered.

Billing for Worker’s Compensation and Motor Vehicle Injuries/Illnesses:

These consultations will be billed privately to the patient. Payment will be required on the day of consultation.

Once your claim has been accepted you will be able to claim these visits back from your employers insurance company or Insurance Commission of WA in the case of Motor vehicle accidents. We will then bill further consultations direct to the insurance company.

• In the case of “double consultations” i.e. Workers’ Compensation/Motor Vehicle and a “Medicare” based health problem, these are appropriately billed quite separately. Please continue to advise staff of this when making a booking.

Non-attendance - Patients who do not cancel an appointment and simply do not show will incur a fee if they do so on a regular basis. We understand in a busy schedule you can sometimes overlook appointments and forget to cancel, so please call us if you receive a DNA letter and the fee may be waived with good reason . Please be mindful that by not attending or cancelling you are preventing other patients from being seen

Overseas visitors, private patients, insurance/superannuation medicals, assessment for special licences and various occupational health screenings are not covered by Medicare under the requirements of the Health Insurance Act. This is out of our hands. These items will be charged at the A.M.A. Rate or at slightly above the Medicare Schedule Benefit Fee, according to circumstance. Staff will advise of these charges in advance, so please ask.

Privacy Statement

The provision of quality health care is our principal concern. It requires a doctor-patient relationship of trust and confidentiality. We regard patient information as confidential and will only collect this information with your consent.

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorized members of staff. All information is password protected and kept indefinitely. Your medical record can be transferred to another surgery at your request, only after we have received a written and signed authority Medical Records Request Form from the requesting surgery.

A patient’s personal information is handled in accordance with this practice’s privacy policy and is consistent with the National Privacy Legislation.

Introduction

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).

What personal information do we collect?

The information we will collect about you includes:

• names, date of birth, addresses, contact details

• medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors

• Medicare number (where available) for identification and claiming purposes

• healthcare identifiers

• health fund details.

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

How do we collect your personal information?

Our practice will collect your personal information:

1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.

2. During the course of providing medical services, we may collect further personal information.

3. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.

4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

• your guardian or responsible person

• other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services

• your health fund, Medicare, or the Department of Veteran's Affairs (as necessary).

Who do we share your personal information with?

We sometimes share your personal information:

• with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy

• with other healthcare providers

• when it is required or authorised by law (eg court subpoenas)

• when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent

• to assist in locating a missing person

• to establish, exercise or defend an equitable claim

• for the purpose of confidential dispute resolution process

• when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)

• during the course of providing medical services, through Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system (eg via Shared Health Summary, Event Summary).

Only people that need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt-out of direct marketing at any time by notifying our practice in writing.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. WTHC uses 100% electronic storage unless we receive records from your previous surgery in paper form, where we will scan the most recent information and keep the remainder in file

Our practice stores all personal information securely. WTHC is a paperless surgery and all computers are password protected with the highest level of antivirus available. All staff members sign a confidentiality agreement on employment protecting your personal information

How can you access and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information.

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing with your contact details and signature included and E-Mail this to [email protected] or post to The Practice Manager, Unit 3 771 Wanneroo Rd, Wanneroo WA 6065. The Practice Manager will contact you via E-mail or post letting you know you may review your records. You will need to bring with you photo ID for Identification before you will be able to view your records

Our practice will takes reasonable steps to correct your personal information where the information is not accurate or up-to-date. From time-to-time, we will ask you to verify your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to The Practice Manager - E-Mail [email protected] or post to Unit 2 876 Wanneroo Rd, Wanneroo WA 6065

How can you lodge a privacy related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure within 14 days. Please address and concerns to The Practice Manager - E-Mail [email protected] or post to Unit 2 876 Wanneroo Rd, Wanneroo WA 6065

You may also contact the OAIC. Generally the OAIC will require you to give them time to respond, before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 336 002.

Privacy and our website

We do not collect personal information through our website unless making an appointment with a doctor where your name, address, date of birth and phone number will be required

Policy review statement

This policy is reviewed annually, printed and put into the practice information booklet and on our website