Appointments:

We strongly believe that the relationship between a patient and his or her health provider is based on a two-way understanding, acknowledging that we both have a responsibility to each other.

• The following charter outlines that which we undertake to do and gratefully request your participation.
• Our practice have a Zero tolerance on verbal abuse, swearing and intimidation of our staffs, any patients who continually swear at, or abuse the reception staff, nurse, doctors or other patients, will be politely but firmly invited to find another Surgery to attend.
• Patients who are perceived to be under the influence of alcohol or drugs will NOT be consulted.
• No responsibility is taken for injuries to children if they are not suitably supervised whilst on the premises.
• Appointments Can be made 24 hours a day via
  Our website: www. spencerstreetfp.com.au , healthengine.com.au or Hotdoc.com.au
• Patients are required to cancel their appointment 2 hours before their appointment time, non cancellation fee strictly applies if appointment is not promptly cancelled.

NB. Please observe the following important information when making an appointment:

• If you think you need a longer appointment (e.g. counselling, complicated or multiple problems, or both Workers’ Compensation and “Medicare” problem) please advice staff of this when booking so this can be catered for.
• Try to decide if your attendance is urgent, semi-urgent, or routine. This will allow us to keep appointments open for more urgent cases and to Triage your appointment more efficiently. If you are unsure please do not hesitate to ask for the nurse.
• Make sure you inform the reception staff if your appointment is for a Pap Smear or for Chronic Disease Management such as diabetes, pulmonary / heart problems and asthma.

Interpreter:

Should you need the services of an interpreter please inform reception as early as possible in order for them to arrange this. – we will need 48 hrs to arrange this service. You are most welcome to use a family member for this for ease of comfort.

Our doctors are all multi-lingual and fluent in English, some of the languages represented at our medical centre ar:

• Dr. John Afolabi – Yoruba & Shona
• Dr. Endonna Ng –

Patients who are particularly ill

Should notify staff on arrival, so they can be made as comfortable as possible until seen by the doctor. If needed the nurse will see you first. Please be mindful of others and should you have a contagious cold/flu and collect a mask to place over your mouth on arrival
We kindly ask parents to supervise their children at all times.

[PCEHR] Personally Controlled Electronic Health Record / MY Health Record / ETP:

This surgery and its doctors participate the electronic sending of prescription {eTP} and in the Governments PCEHR/My Health Record Program
The doctor or reception will ask you if you wish to participate in this Government program.
Should you agree the doctor or nurse will upload your health summary information and when needed an event summary to your Central records for access by other health professionals. You will need to register for My Health Record if you wish to participate. Reception can assist you in doing this

Please read our BILLING POLICY INFORMATION SHEET for further information.

After hours:

When the surgery is closed please call 1300 000 362 for assistance;. This number is displayed on the sign in the front of the practice as well as in the waiting room.

Alternatively you can attend the Emergencey Department at the Bunbury Regional Hospital.

 

Telephone Calls/ Electronic Communication:

Doctors are unable to take calls during consultations. Messages can be left for the doctor with reception or sent via e-mail to: info@spencerstreetfp.com.au  .

Doctors generally only call patients when it relates to an urgent matter.

Repeats Scripts:

An appointment must be made with the doctor to obtain a script.

Results of tests, X-rays etc.

We ask that all patients make an appointment to obtain their results unless indicated otherwise by the doctor during the consultation. We will not give results to a third party unless a disclosure statement has been signed or the patient has communication problems or suffers from Dementia.
We will actively chase up important and abnormal results without delay, so please ensure you have given us your current address, home and work telephone number. If you move, please inform us promptly.

 

No-Smoking or Dogs Policy:

Smoking is not permitted anywhere on the premises. This is in keeping with our health policy and is for the comfort of all others. We would appreciate your commitment to this measure, and ask smokers not to discard cigarette butts in the grounds of the practice at all.

Dogs are not permitted unless they are assistance dogs

Sterilisation:

Spencer Street Family Practice use sterile disposable Instruments.

Confidentiality:

We adhere strictly to confidentiality guidelines as defined under the Quality Assurance (QA) Legislation enacted in Federal Parliament & National Privacy Principle Our staff are skilled in this area. No information is released to Third Parties without the written permission of patients.
Please read out Practice Privacy Statement for further information.

 

Recall Reminders:

Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or reception know.

Pap Smears:

Reminder letters will be sent to patients due for a Pap smear, however this does not replace your responsibility in this area. Please be aware or inquire if you are unsure. All Pap Smears will be registered with the Pap Smear Registry unless otherwise advised.
• Patients will be notified when another appointment is due for ongoing treatment checks such as cholesterol and diabetes.

X-Rays / Ultrasounds:

We are report only surgery. If you wish to have your X-ray / Ultrasound you will need to wait for them to be processed at the time they are done. They will not be delivered to us. We will only be receiving the report via electronic download.

 

Suggestions and Feedback:

If you have any suggestions or feedback inform us or use the suggestions box at front reception to drop us note. We look forward to any comment as will use it a learning tool in order to improve our quality of service at the centre.

 

Problems and Complaints:

If you feel that you have a justifiable complaint please direct them to the Practice Manager in one of the following methods
E-Mail: afo@spencerstreetfp.com.au
Post: PO Box 6203, Bunbury, WA 6230

*ALL complaints must be directed in writing.

We take all your complaints seriously and will address them as best we can. The Practice Manager will be in contact within 2 weeks to discuss your complaint. If you feel we have not addressed your concerns and you wish to take these to a higher authority you can contact the Office of Health Review: www.hadsco.wa.gov.au/complaints

GPO Box B61
PERTH WA 6838

Phone: (08) 9323 0600 | Facsimile: (08) 9221 3675
Country Free Call: 1800 813 583 | TTY: (08) 9323 0616
Email: mail@hadsco.wa.gov.au

 

Billing Policy:

We  will bulk bill  everyone with a valid Medicare Card

If patients do not hold a valid Medicare card they will be privately billed at our private billing rates 

Fees are payable for procedures such as Excisions, Biopsies, Sutures, Iron Infusion, Implanon Insertion & Removal, liquid nitrogen, ECG, Results and 24 Hour Holter Monitor. These fees are payable on the day by cash, Eftpos or credit card and are not refundable from Medicare.

Please go to Fees page for more information

• New Borns not yet registered will be privately billed, this will need to be paid on the day and it  can be claimed back when the child is registered.

• Billing for Worker’s Compensation and Motor Vehicle Injuries/Illnesses:

These consultations will be billed privately to the patient. Payment will be required on the day of consultation.

Once your claim has been accepted you will be able to claim these visits back from your employers insurance company or Insurance Commission of WA in the case of Motor vehicle accidents. We will then bill further consultations direct to the insurance company.

• In the case of “double consultations” i.e. Workers’ Compensation/Motor Vehicle and a “Medicare” based health problem, these are appropriately billed quite separately. Please continue to advise staff of this when making a booking.

• Non-attendance – Patients who do not cancel an appointment and simply do not show will incur a fee if they do so on a regular basis. We understand in a busy schedule you can sometimes overlook appointments and forget to cancel, so please call us if you receive a DNA letter and the fee may be waived with good reason . Please be mindful that by not attending or cancelling you are preventing other patients from being seen

• Overseas visitors, private patients, insurance/superannuation medicals, assessment for special licences and various occupational health screenings are not covered by Medicare under the requirements of the Health Insurance Act. This is out of our hands. These items will be charged at the A.M.A. Rate or at slightly above the Medicare Schedule Benefit Fee, according to circumstance. Staff will advise of these charges in advance, so please ask.