Patient Information

Aberdeen Surgery is bound by the Privacy Act 1988 and complies with the Health Records and Information Privacy Act 2002 No 71. All patient information is private and confidential, and disclosure to family, friends, staff or others without the patient’s approval or as legally directed is prohibited.

First appointment

If you are a new patient, please bring the following to your first consultation:

New patient form
A valid Medicare card
Valid OSHC/OVC membership details
Workcover patients will need to inform their employer and bring your employer’s contact details for verification to arrange payment

Help us eliminate waiting times by arriving at least 5 minutes before your consultation.

Fees

Introducing Mixed Billing in our Practice

Access to healthcare for the community we serve is important to us. Aberdeen Surgery unwavering commitment to maintaining and improving the quality of healthcare services we deliver is our top priority. To protect the sustainability of our practice and ensure the standard of the services we provide; Aberdeen Surgery will now become a Mixed- Billing practice. This will allow us to maintain the highest quality of care we provide while still being able to address our patients with substantial needs.

Starting the 1^stof September of 2022, we will be introducing the “Mixed-Billing” system. Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at the time of consultation by cash, credit card or EFTPOS.

We are still able to bulk bill eligible patient groups for most of the consultation types:

Children under 18 years of age
Patients over 65 years old
Commonwealth Concession Card holders
DVA Gold Card holders
Health Care Card holders
Pensioner Concession Card holders

Fees & Medicare Rebates

Consultations (8:30 pm - 5:00 pm)

After 5:00 pm, Weekends & Public holidays

*All Workcover and TAC patients must pay on the day until their insurer provides a claim number to the practice.

*Other out-of-pocket fees might be applicable to:

Home visits
Discount home visits (for pensioners only)
Immunisation/Vaccines
Drive Medical Assessment (age 75 or more)
IV medicine management
Travel Medicine
Procedures
Reports
Pre-employment
Skin Treatment
Allied Health and Pathology services

*Cancellation Policy
Any appointments cancelled within 2 hours of the booked appointment schedule will attract a $20.00 cancellation fee to be paid on the day or the following visit.

Please call our reception at (02) 6543 8424 for more information.

Policies

Booking Appointments

Appointments may be booked in person or by calling (02) 6543-8424, Monday to Friday 09:00 am – 05:00 pm. Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.

Communication Assistance

Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945.

Correspondence

Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.

Facsimile

Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.

Computerised Records

Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.

Results

A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Aberdeen Surgery will attempt to contact you regarding any urgent results.

Telephone Enquiries

We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.

Additional Information

Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.

Smoking Policy

This practice has a strict no-smoking policy.

Complaints

We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.

If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.

However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.

Confidentiality

All members of Aberdeen Surgery understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.