Patient information

Your medical record is a confidential document. It is the policy of the centre to maintain security of personal health information at all times, and to ensure that this information is only available to authorised members of staff. The Centre adheres to the National Privacy Principles. A copy of our privacy policy is available on request from reception or you can view it here PRIVACY POLICY. For more information please visit: The Australian Government Privacy Act

Test Results

It is our policy that test results will not be given over the telephone by our reception and nursing staff. Discussions of test results are best done with a follow- up appointment with your GP. Please allow at least 2 days for pathology and radiology results to be processed and checked by your Doctor. Please note it is the patient's responsibility to make an appointment to discuss any test results with a Doctor.

Emergency Service

In the event of an emergency please call 000 (112 from any mobile device). You may also phone Wollongong Hospital on 4222 5000 or present to the nearest public hospital Emergency Department.

Telephone Interpreter Service (TIS)

We are registered with the Telephone Interpreter Service for patients requiring an interpreter. Please advise reception staff when you book your appointment that an interpreter is required.

Recalls & Reminders

Our practice uses a recall and reminder system to assist you to maintain your health. We comply with legislative and regulatory requirements and therefore send your information to various government authorities.
Such authorities include;

• The Infectious Disease Register
• National Cancer Screening Registry
• Breast Screen
• National Bowel Cancer Register

Our practice has an automated SMS reminder system to advise of upcoming and recalled appointments. If you do not wish to be part of this system please advise your doctor.

Telephone Access/ Email

If you wish to discuss a non-urgent issue with the doctor, please make an appointment. If urgent, please give reception a clear, concise explanation of the nature of the emergency. This information will be passed on to the doctor. It is unreasonable to expect a 'consultation' over the phone and it is unsafe to try and make a diagnosis in this way, so please do not expect the GP to do so. Any phone messages /emails will be read and replied to on the same business working day by an administration staff member.

Repeat Scripts & Referrals

All requests for prescriptions and referrals require an appointment with your doctor. All doctors in this practice contact the Dependency Unit before prescribing Schedule 8 Drugs.

Infectious Diseases

Patients who think they may be infectious must notify reception staff upon arrival so an isolated room or review with a Registered Nurse can be arranged for you while waiting for a doctor. Examples include rashes, coughs, flu symptoms, vomiting and diarrhoea.

Home Visits

Patients are encouraged to seek an appointment at the practice during business hours. Home visits will be conducted at the doctors' discretion in the local area. Please discuss these arrangements with your doctor.

Privacy

Your medical records are private and confidential, and only available to authorised members of staff. All information at Crown Medical Centre is managed in accordance with the National Privacy Principles of the Privacy Act, available at www.privacy.gov.au/health/. If you have concerns or wish to restrict access to your personal health information, please discuss it with your doctor. If you require access to your personal information, please speak to our receptionist.

Suggestions/Complaints

Our practice welcomes feedback. Feedback forms are available at reception if you prefer to be anonymous. Complaints are to be addressed to the Practice manager. Matters which are unable to be resolved within the practice may be referred to: Health Care Complaints Commission: Locked Bag Strawberry Hills 2012 Phone: (02) 9219 7444