About Us

All the practices feature state of the art treatment rooms and equipment which are fully staffed with highly trained and experienced nurses.

Please phone or book online for an appointment (https://www.doctorsataustraliafair.com.au). Whilst every effort will be made to accommodate your preferred time, emergencies will always be given priority. Longer consultation times are available, please ask our receptionists if you require a longer appointment.

For the benefit of your ongoing health care, your Doctor would like to see you for any repeat prescriptions.

We encourage all patients to make an appointment for their test results. Any patient with an abnormal test result, will be recalled to the practice to discuss the results with their Doctor. No results will be given over the telephone.

Our doctors generally will not be able to take patients' calls during a consultation. Our reception staff can forward your message to the doctor who will return your call as soon as it is practicable. If the matter is urgent please let staff know the nature of the urgency so we can deal with your call appropriately.

Bulk billing is available at this practice for current Medicare card holders. Please remember to bring your Medicare Card with you to each appointment as well as your Pension & Health Care cards.

Some medicals and visits are not covered by Medicare, eg: work-related accidents and injuries, life insurance, superannuation etc. If you have any queries please ask reception when making the appointment. Payment is required for additional services at the time of consultation, EFTPOS facilities are available at all our practices.

Doctors at Australia Fair is predominantly a bulk-billing surgery and our aim is to provide patients with affordable health care. In order to maintain bulk-billing entitlements at this surgery patients are required to attend their appointments on time and to notify the surgery of any cancellations “prior” to the appointment time. Failure to comply with these requirements may result in a fee being charged and a loss of bulk-billing entitlements at this surgery.

Should you require the services of an interpreter during a consultation with the Doctor, please advise the receptionist when making the appointment.

Wheelchair access is available from the undercover and outside parking areas. Toilet facilities for the disabled are available in the practice. Should you have any special needs, please discuss this with the receptionist, nurse or your Doctor.

After Hours Care can be arranged for those too ill to attend the Clinic through our after-hours agency. For an after-hours, bulk-billed home visit, please call the National Home Doctor Service on 13 SICK (13 74 25). An after-hours telephone support service is available to current patients of the practice if urgent medical advice is required. This service operates Monday to Friday evenings until 11:00 pm. To speak with our on-call doctor, please call 0488 030 645.

We encourage all patients to make an appointment for results

Any patient with any abnormal results will be recalled to the practice to discuss results with the doctor. No results will be given over the phone.

Our practice is committed to preventative care. We may send you a reminder notice offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please let our receptionist know.

Doctors at Australia Fair privacy policy

Current as of: 30.04.19

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 your:

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 may collect your personal information in several different ways:

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

During the course of providing medical services, we may collect further personal information. Information can also be collected through electronic transfer of prescriptions (Etp), My Health Record, eg via Shared Health Summary, Event Summary. 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.

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, hospital, community health services and pathology and diagnostic imaging services

your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary)

When, why and with whom do we share your personal information?

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 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 disease require mandatory notification)

during the course of providing medical services, through eTP, My Health Record eg via Shared Health Summary)

Only people who 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 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 by using our Practice request for records form and our practice will respond within 30 days. There will be fees charged for copies of medical records which will be discussed at the time of the request.

Our practice will take 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 that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the Practice Manager. Please call 3288 1000 for more details.

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.

Please contact:

Practice Manager

Doctors at Australia Fair

Shop 1043, Level 1, Australia Fair, 42 Marine Parade

Southport Qld 4215

Tel: 07 5528 3806

Fax: 07 5528 3706

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 363 992

You can also contact the Ombudsman

Office of the Health Ombudsman

GPO Box 13281

Brisbane QLD 4003

Ph: 133 646

Email: complaints@oho.qld.gov.au

If you have a problem or feedback we would like to hear about it. Please feel free to talk to your doctor or receptionist. All suggestions or complaints in writing will receive full consideration. Send your complaints marked confidential to Practice ManagerRedbank Plaza Medical Shop 3115, 1 Collingwood Drive, Redbank, QLD, 4301.

Please find following contact details for the formal complaint body in Queensland.

Health Complaints

Office of the Health Ombudsman, Director, Business Innovation
GPO Box 13281, George St
Brisbane, QLD, 4003
Ph 133646
Email: info@oho.qld.gov.au

At Redbank Plaza Medical, we value patient feedback and work together as a team to ensure we respond to feedback to improve our services. In February 2019, Redbank Plaza Medical participated in Insync Patient Survey and below are the improvements that we brought up afterwards:

Waiting Times

All patients are informed of any expected wait times when they are checking in

If the wait is unusually long we try to contact the patient to advise of this

On day appointments

At busy times, appointments are allocated as “on the day bookings” so that we are able to take walk in patients and emergencies

Team work

All Redbank Plaza Medical team members are informed about the results and work hard to adhere to our communication procedure

As a patient of this practice, you have the right to:

• Qualified, competent staff who will attend to you with care and skills
• Respect for your culture, ethnicity and religious beliefs
• Fair treatment regardless of your race, language, age, sex, sexual preference or disability
• Have a clear explanation of your health problems, treatment and risk
• Receive a confidential service
• Be involved in the treatment or management plan regarding your health
• Expect complaints are dealt with quickly and fairly
• Provide positive feedback
• Private and confidential service

As a patient of this practice, you have the responsibility to:

• Treat all staff with courtesy and respect
• Retain from using abusive or threatening language or behaviour
• Be respectful to others in regards to their culture, ethnicity, religious beliefs, race, age, sexual preference, language or disability

NO TOLERANCE FOR DISCRIMINATION

• Understand the staff of this practice have certain policies and procedures to adhere to regarding service provisions including Confidentiality and Privacy
• To understand due to times of high demand and unforeseen emergencies there may be delays
• Make follow up appointments and collect results