OUR SERVICES @ EAST BRISBANE MEDICAL CENTRE

Practice Billing

There is a combination of private and bulk-billing General Practice for Medicare eligible patients. We also provide low cost care for those who are non-Medicare eligible. For those who are non-Medicare eligible, the appointment fees are based on the length of the consultation  with the Doctor but are calculated on an equivalent time basis as per the current Medicare fees. Please note that pathology and other tests are not included in the general clinic fee for non-Medicare eligible patients. Any pathology and other  tests for non-Medicare eligible patients may be a separate fee payable to the pathology or radiology provider and you should discuss these  with them.

After Hours Medical Assistance

For after hours medical assistance, please contact Mater Emergency Centre on 3163 8111 or the Australian After Hours Doctors on 1300 466 337. This is a bulk-billing service available on weeknights, weekends and public holidays. For emergencies, please dial 000 or go to your nearest hospital  emergency department. 

Interpreter service we use AUSLAN as our translating service for our hearing impaired patients.

Communication policy including receiving and returning telephone calls

Our Doctors prefer not to take telephone calls during consultations, except in an emergency.  A message will be taken and the doctor will then take the necessary course of action.  

Please note appointments cannot be made via email. To make an appointment please use the booking system on the website www.eastbrisbanemedical.com.au or telephone our reception 3391 4978.

Follow Up of Results

While we prefer for appointments to be made to follow up on results, some results can be given over the phone. This is at the Doctor’s discretion.

How we handle your health information

Our staff are trained to handle your information discreetly and privately. We may collect personal and private information and hold this information on both electronic and hard copy files. We also engage in a range of security initiatives to protect your information from loss or misuse (password protected electronic storage and secure management of hard copy records). If you have questions about how we handle your information, please speak to your treating Doctor.

Protecting the Privacy of your Personal and Sensitive Information

In accordance with the Commonwealth Privacy Act (1998) and the Privacy Amendment (Enhancing Privacy Protection) Act (2012).

What information is collected?

Both personal and sensitive information is collected. We only collect personal and sensitive information necessary for the undertaking of functions and activities relating to the services we offer. 

How we collect your information

Information is collected directly from you (via our New Patient Form and ongoing interaction) or from third parties, where you have given your consent. We collect information to assist in providing an appropriate service to you and discharge our duty of care and other legal responsibilities. We also collect information for the normal running of a business, for example, billing purposes.

Consequences of not providing all or part of the information requested

There may be serious complications to your health if we do not know who you are, how to contact you, or be able to contact you in a timely manner. Withholding personal health information from your GP or others involved in your health care may put your life or health at risk. 

Clinic Information and Collection Statement

The organisations/persons to whom information is usually disclosed:

• Health providers involved in your treatment and care may receive selected information from your personal health record. These include pathology, hospital, radiology, medical defence organisations, insurers and specialist services. 

The Clinic will treat your personal and sensitive information with the utmost respect for privacy requirements and will not release this information to any other parties without your express written approval or where required by law to do so. In some circumstances, we are legally obliged to disclose information about you in the following circumstances:

• where the Police/Court orders to make records or information available (e.g. subpoenas and search warrants);
• where a danger to yourself or others exists; and
• where a child or young person is suspected of being harmed or is at risk of harm as defined by the Child Protection Act. 

Overseas disclosures

The Clinic does not generally transmit information overseas. However, in such an unlikely event, the  clinic will transfer personal information to a recipient in a foreign country in circumstances where the information will have appropriate protection and will not release this information to any other parties without your express written approval.

Access to your information

We accept your right to see what personal information, including health information, is held about you. 

Requests to access information can be made in writing. If you feel information contained in records are incorrect, you can request for them to be amended. The outcome of such requests will be provided to you. 

Anti-discrimination

Our practice does not discriminate against or disadvantage patients in any aspect of access, examination or treatment.

Feedback process

Our practice welcomes patient feedback and where appropriate and provides information to patients about practice improvements which have been made, as a result of their input.

Complaints process

All patients, external agencies and other stakeholders have a right to register a complaint regarding the service they receive. For further information please refer to the Clinic website or request a copy of our Complaints Policy from reception. 

Contact details of the local state or territory health complaints conciliation body 

The Office of the Health Ombudsman reviews and investigates health complaints. If you have a complaint and it was not resolved to your satisfaction, you may wish to contact the Office of the Health Ombudsman. This independent organisation reviews and investigates health complaints. 

Office of the Health Ombudsman - Telephone: 133 646

Address: PO BOX 132811, GEORGE STREET, BRISBANE, QLD, 4003

If you feel that your complaint remains unresolved, you can contact the Privacy Ombudsman on (07) 3005 7000; ombudsman@ombudsman.qld.gov.au or write to the Privacy Ombudsman GPO Box 3314, Brisbane QLD 4001.

A Privacy Policy is available free of charge, please ask.

Practice Billing

There is a combination of private and bulk-billing General Practice for Medicare eligible patients. We also provide low cost care for those who are non-Medicare eligible. For those who are non-Medicare eligible, the appointment fees are based on the length of the consultation  with the Doctor but are calculated on an equivalent time basis as per the current Medicare fees. Please note that pathology and other tests are not included in the general clinic fee for non-Medicare eligible patients. Any pathology and other  tests for non-Medicare eligible patients may be a separate fee payable to the pathology or radiology provider and you should discuss these  with them.

After Hours Medical Assistance

For after hours medical assistance, please contact Mater Emergency Centre on 3163 8111 or the Australian After Hours Doctors on 1300 466 337. This is a bulk-billing service available on weeknights, weekends and public holidays. For emergencies, please dial 000 or go to your nearest hospital  emergency department. 

Communication policy including receiving and returning telephone calls

Our Doctors prefer not to take telephone calls during consultations, except in an emergency.  A message will be taken and the doctor will then take the necessary course of action.  

Please note appointments cannot be made via email. To make an appointment please use the booking system on the website www.eastbrisbanemedical.com.au or telephone our reception 3391 4978.

Follow Up of Results

While we prefer for appointments to be made to follow up on results, some results can be given over the phone. This is at the Doctor’s discretion.

How we handle your health information

Our staff are trained to handle your information discreetly and privately. We may collect personal and private information and hold this information on both electronic and hard copy files. We also engage in a range of security initiatives to protect your information from loss or misuse (password protected electronic storage and secure management of hard copy records). If you have questions about how we handle your information, please speak to your treating Doctor.

Protecting the Privacy of your Personal and Sensitive Information

In accordance with the Commonwealth Privacy Act (1998) and the Privacy Amendment (Enhancing Privacy Protection) Act (2012).

What information is collected?

Both personal and sensitive information is collected. We only collect personal and sensitive information necessary for the undertaking of functions and activities relating to the services we offer. 

How we collect your information

Information is collected directly from you (via our New Patient Form and ongoing interaction) or from third parties, where you have given your consent. We collect information to assist in providing an appropriate service to you and discharge our duty of care and other legal responsibilities. We also collect information for the normal running of a business, for example, billing purposes.

Consequences of not providing all or part of the information requested

There may be serious complications to your health if we do not know who you are, how to contact you, or be able to contact you in a timely manner. Withholding personal health information from your GP or others involved in your health care may put your life or health at risk. 

Clinic Information and Collection Statement

The organisations/persons to whom information is usually disclosed:

• Health providers involved in your treatment and care may receive selected information from your personal health record. These include pathology, hospital, radiology, medical defence organisations, insurers and specialist services. 

The Clinic will treat your personal and sensitive information with the utmost respect for privacy requirements and will not release this information to any other parties without your express written approval or where required by law to do so. In some circumstances, we are legally obliged to disclose information about you in the following circumstances:

• where the Police/Court orders to make records or information available (e.g. subpoenas and search warrants);
• where a danger to yourself or others exists; and
• where a child or young person is suspected of being harmed or is at risk of harm as defined by the Child Protection Act. 

Overseas disclosures

The Clinic does not generally transmit information overseas. However, in such an unlikely event, the  clinic will transfer personal information to a recipient in a foreign country in circumstances where the information will have appropriate protection and will not release this information to any other parties without your express written approval.

Access to your information

We accept your right to see what personal information, including health information, is held about you. 

Requests to access information can be made in writing. If you feel information contained in records are incorrect, you can request for them to be amended. The outcome of such requests will be provided to you. 

Anti-discrimination

Our practice does not discriminate against or disadvantage patients in any aspect of access, examination or treatment.

Feedback process

Our practice welcomes patient feedback and where appropriate and provides information to patients about practice improvements which have been made, as a result of their input.

Complaints process

All patients, external agencies and other stakeholders have a right to register a complaint regarding the service they receive. For further information please refer to the Clinic website or request a copy of our Complaints Policy from reception. 

Contact details of the local state or territory health complaints conciliation body 

The Office of the Health Ombudsman reviews and investigates health complaints. If you have a complaint and it was not resolved to your satisfaction, you may wish to contact the Office of the Health Ombudsman. This independent organisation reviews and investigates health complaints. 

Office of the Health Ombudsman - Telephone: 133 646

Address: PO BOX 132811, GEORGE STREET, BRISBANE, QLD, 4003

If you feel that your complaint remains unresolved, you can contact the Privacy Ombudsman on (07) 3005 7000; ombudsman@ombudsman.qld.gov.au or write to the Privacy Ombudsman GPO Box 3314, Brisbane QLD 4001.

A Privacy Policy is available free of charge, please ask.