Practice Communication
Telephone calls from patients will not generally be put through to doctors. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing one of our doctors, you can speak with the nurse and she will discuss your concerns with the doctor. Normally our nurses will return your call later the same day. If you have an urgent medical problem then our nurses will try to organise an urgent appointment with one of our doctors. Emails and Facsimiles are reviewed on a daily basis.
Booking a long appointment
If you want an insurance medical, review of a complex health problem, counselling for emotional difficulties, or a second opinion, please book a longer appointment. This may involve a longer wait but your problem will get the attention it deserves. Please bring relevant letters and test results from other doctors.
Perscriptions
Please make an appointment to see your doctor if you require a prescription or referral.
Referrals
Doctors in this practice are competent at handling health problems. When necessary, they are able to draw on opinions from specialists, and if need be, refer you for further investigation. You can discuss this openly with your doctor.
Interpreters
If English is not your first language and you would prefer an interpreter, this can be arranged at no cost via reception. Alternatively, some of the languages our doctors speak include Mandarin, Cantonese, Malay, Hokkien, Indonesian, and German.
Recalls/Reminders
We have a recall / reminder system. We will contact patients with clinically significant results, and advise if your doctor wishes to see you. We will also send reminders for follow-up appointments that are due, such as vaccinations, blood tests, and pap smears. We may contact you via sms, phone call, or letter. If you do not wish to be reminded, please let your Doctor know.
Results
Our Nurses cannot interpret results & will only relay a message as stated by the Doctor. You must make an appointment with the Doctor to discuss results.
Privacy and Patient Health Information
Our practice ensures patient confidentiality at all times. All patient information will be used for medical purposes only. We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. We use technologies and processes such as access control procedures, network firewalls, encryption and physical security to protect your privacy. Patients are enrolled in national and state screening registers (such as bowel screening) – please advise if you wish to opt out of this process.
Please see copy of our Privacy Policy
Feedback and complaints
Should you wish to give the surgery any feedback or have a complaint on any aspect regarding the surgery, please address the practice manager, directly to your doctor or the Office of Health Review
www.healthreview.wa.gov.au—1800 813 583
Email Policy
For a copy of our email policy, please see our “email policy“
Social Media Policy
For a copy of our email policy, please see our “social media policy“
Fees
Between 8:00am and 5.00pm:
Standard Appointment $90.00
Long Appointment $150.00
Before 8:00am:
Standard Appointment $100.00
Long Appointment $160.00
Saturday:
Standard Appointment $98.00
Please be aware we are a private billing practice so private patients will be required to pay a GAP beyond the Medicare refund. Payment is required the day of the appointment and can be made by cash, cheques, credit card or Eftpos.
It is at the discretion of the doctors to direct bill Medicare for pensioners and children up to age of 15. Health Care Card holders may be billed at a discounted rate.
Please note that a cancellation fee of $85 will be issued if 24 hours’ notice is not given
After Hours and Emergency Care
If you require medical attention when the surgery is closed or are too ill to leave home, you can phone Night Doctor on 1300 644 483 for a locum to visit you at your home.
Home Visits
Our practice does not routinely offer home visits and they are usually done by our deputising service Night Doctor, outside of our clinic’s operating hours. At the discretion of the Doctor, home visits may be arranged to our long-term patients who are too elderly or immobile and therefore are unable to attend.
Frequently Asked Questions
How do I order a script from my doctor without seeing them?
If you unable to come into the practice and would like to order a script you can organise a Telehealth appointment. Ashton Avenue Medical are now able to provide E-Scripts, where a GP can send a script token to your phone and you can use it at a pharmacy. Paper scripts are still available if you wish however, if you are unable to collect the script yourself, we require consent from yourself (the patient) authorising the nominated person to collect the script. There are particular types of scripts that will only be provided when seeing the doctor and cannot be ordered without seeing them. It is recommended that you call reception prior to coming in to collect your script to ensure it is ready.
What do I do if I have a complaint or give feedback?
If an unforeseen circumstance arises and you are not happy with the service at Ashton Avenue Medical we would greatly appreciate your feedback so we can improve our service for your benefit. You may call and speak to the Practice Manager, send a letter or email addressed to the Practice Manager or request a client complaint form, which can be completed and returned to the Practice Manager. They will investigate the matter and provide you with feedback. If you wish the matter to be taken further patients may contact the Health and Disability Service Complaints Office on www.hadsco.wa.gov.au. We also have a suggestion box in our main waiting room with suggestion response sheets and pencils available.
How do I get my pathology results?
For any urgent or non-urgent recalls, you need to organise a face-to-face appointment or if you are unavailable to attend the clinic in person due to illness, a telehealth appointment with your GP. If you are after your results but have not received a recall, you will still need to organise an appointment.
How do I transfer my medical records to and from Ashton Avenue Medical?
If you wish to have your records transferred from your previous doctors surgery please see reception to complete a form that will be sent to your previous surgery. Please be aware that some surgeries have a transfer fee and won’t release records until paid. If you wish to have your records transferred to a new surgery from Ashton Avenue Medical, you will need to complete a transfer form at your new surgery. Please note we do charge for release of medical records, please speak with reception.
How do I speak to my GP?
If you wish to speak with your doctor, phone reception who then will ask what the phone call is regarding and see if the doctor is available to take your call. If the doctor is unavailable, you may be able to discuss the matter with one of our nurses. If not, the receptionists can take your details and pass them onto the doctor for them to return your call when available.
Please note: Doctors can be extremely busy throughout the day so they may not call back until the next day. If your call is urgent we recommend booking an appointment to see your doctor instead.
How does the practice appointment reminder system and recalls work?
We offer a free SMS text messaging service, that allows patients who have registered their mobile number with reception to receive a SMS reminder message the day before the next booked appointment.
Recall SMS reminders are sent every day for non-urgent reminders. If you do not have a mobile number registered you will receive a recall/reminder letter for pap smears, diabetes reviews etc. which are posted out by our nurses when the patient is shown to be due to see their doctor for this.
How do I get urgent results?
For all urgent results either a nurse or doctor will call the patient to give them their results over the phone or let them know they need to attend for a follow up appointment. If the patient does not answer or the phone number is incorrect/disconnected then a letter will be sent in the post to the patient’s listed address letting the patient know they need to contact the practice immediately . Messages can only be left when your name is stated on the answering service.
What is the practice privacy policy and confidentiality policy?
The practice privacy policy is available to all patients. When registering as a new patient you must sign that you have read and understood the practice privacy policy. Patients are welcome to take a copy of the privacy policy by asking at reception. Ashton Avenue Medical’s privacy policy is a standard policy for Australian Medical surgeries. All staff members of Ashton Avenue Medical are required to sign a confidentiality form on commencing work and may not commence without this. All Australian standards are followed for patient confidentiality.
Please note: Our practice does not prescribe drugs of addiction.
