Practice Info

Appointments

Cooroy Family Practice operates on an appointment system. Standard appointments are made at 15 minute intervals and are usually adequate to deal with most health issues. If you are making an appointment for an insurance or employment medical, a procedure, a complex condition or multiple medical problems, please book a longer appointment. Please also ensure that separate appointments are made for each family member.

Note that appointment times are held aside each day for same-day, urgent reviews, walk-ins and sick children.

Waiting times

At Cooroy Family Practice we are aware that nobody likes to be kept waiting, and try our best to adhere to appointment schedules. However, due to the unpredictable nature of healthcare, doctors may sometimes run behind time. This is usually due to a patient requiring urgent medical attention. We sincerely regret any inconvenience caused to patients when we fall behind. Please feel free to telephone the surgery prior to your appointment to check whether the doctor is running on time.

Telephoning your Doctor

Doctors in this practice may be contacted by telephone during surgery hours. If the doctor is with another patient, a message will be taken and your call returned when the doctor is available.

Cancelling appointments

Please notify the surgery if you no longer need your appointment. We appreciate you telephoning as early as possible to cancel so we can fill the appointment.

Repeat Prescriptions and Referrals

In order to monitor your health and fulfil our ethical and legal responsibilities, patients are required to come to the surgery for a Doctor’s consultation for further prescriptions and /or referrals. If your doctor is not available, another doctor in the practice can attend to your request.

Fees

We bulk bill 100% for Medicare cardholders, excluding certain medicals such as insurance medicals, pre-employment, commercial driver’s licence and sports medicals. We direct bill to OHSC Worldcare members. If you do not hold a Medicare card, a private fee is payable, for which we accept cash and cheque only.

Interpreter Service

Whatever your preferred language, we can organise an interpreter to help assist with any language barriers. Cooroy Family Practice uses the Telephone Interpreter Service 1300 131 450 when required. We can organise an over-the-phone service or, with 48 hours notice, an on-site service. Other languages spoken by staff are Chinese, Arabic and Russian.

Medical Certificates

A medical certificate may only be issued after an examination by a doctor and cannot be backdated. Please tell your doctor if you require a medical certificate

Home Visits

Home visits are available for urgent cases for regular patients whose condition prevents them from attending the surgery. They are done at the end of a session (that is, at the end of the day). We encourage our patients to phone for home visits in the morning so the visiting doctor can arrange a time accordingly.

After Hours

Contact the After Hours Home Doctor Service on 13 74 25 or the After Hours GP Helpline for free medical advice and information from a health professional on 1800 022 222.  Full details on this service are provided on www.scml.org.au.  For non- urgent health advice, call 13 HEALTH (13 4325 84). Should you require further details regarding this service, please feel free to talk to any of the staff at this practice. In case of an emergency dial 000.

Receiving results

It is the policy of this practice to have all patients return for a consultation with their doctor to receive results of medical tests.

Management of your files

Your medical information is a confidential document. Cooroy Family Practiceoften forwards certain medical information to other medical organisations, such as the Immunisation Register. This is normal practice and done in the interest of patient health. All information at Cooroy Family Practice is handled according to the present Privacy Act. Should you require further details, please speak to the Practice Manager.

Reminder System

The practice operates a computerised recall system. Patients are sent reminders to attend the surgery for an appointment if your doctor feels that it is appropriate.

Patient Feedback

Our goal is to provide a quality and caring service in a comfortable and happy atmosphere. Therefore if you have any concerns or suggestions, please phone or write to: Vivianne Dawalibi, Practice Manger, Cooroy Family Practice, (07) 5472 0064, 7 Myall Street, Cooroy 4551 Email: practicemanager@calbbs.com.au. We genuinely wish to hear from you.

From time to time this practice invites patients to complete questionnaires on their views of the practice and how it could be improved. These surveys are completely confidential and help us to improve our services.

The Office of the Health Ombudsman
We believe that problems are best dealt with through the practice – indeed we want to know if you are concerned about any aspect of our service. However, if you feel there is a problem you would prefer to take outside, you can contact the Queensland Government centre for handling complaints: The Office of the Health Ombudsman, PO Box 13281, George Street Brisbane Queensland 4001, telephone 133 OHO (133 646). Email:  info@oho.qld.gov.au or  http://www.oho.qld.gov.au/ 

Your Privacy, Our Concern

In accordance with the Privacy Act (1988) all information collected in this practice is treated as ‘sensitive information’. To protect your privacy, this practice operates strictly in accordance with the Act. We use the information you provide to manage your personal healthcare. We generally disclose selected information to various other health services involved in supporting your health care management (e.g. pathology, x-ray).

If you have any questions about how we handle your personal health information or need to arrange access to your records, please ask the Practice Manager or your doctor as appropriate.

Our practice is committed to quality improvement and is currently registered for accreditation with AGPAL.AGPAL_accredited_gp_logo1