Patient Information

Front DeskAppointments

Our friendly staff will be able to assist you when making your appointments.

For appointments please call 07 4131 909007 4131 9090.

Services Provided

Financial Policy

Claiming your Medicare rebate

We now offer Medicare electronic claiming. It’s a fast, secure system that allows you to make your Medicare claim at the doctor’s when you pay your account.

We lodge your claim with Medicare Australia either through the EFTPOS terminal using your EFTPOS card or through a secure internet connection. Whichever system you use, your claim will be paid into your nominated bank account, saving you a trip to a Medicare office and the hassle of filling in forms.

EFTPOS-based claiming system: Using your EFTPOS card – your rebate will be paid into your nominated cheque or savings account almost immediately. Just remember to bring your EFTPOS card with you when you visit your doctor.

Internet-based claiming system: Your rebate will be paid into your nominated cheque or savings account within two to three working days. To begin claiming this way, you just need to provide Medicare Australia with the details of the bank account you’d like your rebate paid into.

Reminder System

Our practice is committed to preventive care. We offer a reminder system for Pap smears, immunisations, blood test and other preventative health services appropriate to your care. If you do not wish to be part of this system, please advise our reception staff.

Referrals

We prefer to discuss your condition with you before referring you to a specialist. If you have previously seen a particular specialist for a continuing problem and need a repeat referral, please advise our receptionist.

Scripts

We ask where possible that you try to obtain your scripts during consultations. If a repeat script is required, we ask that you make an appointment to see one of our doctors, in which the medical condition for which the script is required can be checked to ensure proper maintenance of your health is maintained.

Results

Test results require an appointment with the doctor. Your doctor will ask you to return for the results of a test rather than obtain these via telephone. On some occasions your doctor may feel it is suitable to give the result over the phone. In this case, your doctor will ask you to telephone the practice for the result.

Telephone Calls

Your doctor is available by telephone. However, calls to the doctors can sometimes inconvenience patients that are in consultation with the doctor. Your call will be triaged by our friendly reception staff. If your call is urgent, you will be put through to the appropriate doctor. Messages may be left for the attention of the doctor and will be returned as soon as possible.

Fees

Millbank Medical Practice is a mixed billing practice. Please refer to our summary of fees displayed at reception. Veterans Affairs patients are billed directly to the Department of Veterans Affairs. .

What do we need from you?

What Should You Expect From Us?

Phoning Your Doctor:

Emergency calls will always be given the highest priority. Please state the urgency of your call immediately. Non-urgent calls will be triaged by our friendly reception staff, whom will take all relevant details, communicate this to the doctor concerned and arrange appropriate follow-up.

Cancellations

If you are unable to attend your appointment please contact the practice at least four hours before the appointed time, we can then offer that appointment to someone else that is needing one and make another appointment for you.

Translation Services Available

National Relay Service (NRS) for patients who are Deaf – 131 450

National Auslan Booking Service (NABS) this service is provided free to Deaf patients needing to see a doctor or health professional in Australia. Translation and Interpreter Service (TIS) for patients who speak languages other than English 133 677.

Home and Nursing Visits

Home/Nursing visits can be made if you live within the local area and are too sick to come to the practice. A home visit can be arranged at a convenient time, usally during the doctor's lunch break or at the end of their session. It is best to ring early in the day if a home/nursing home visit is required.

Patient Feedback:

If you have any suggestions or complaints, we would like to hear from you. Please feel free to talk to your doctor or receptionist about any problems you have with the service we provide. We believe that problems are best dealt with in the practice. Indeed, we want to know if you are concerned about any aspect of our service.

 From time to time this practice invites patients to complete a questionnaire on their views of the practice and how it could be improved. These surveys are completely confidential and help us to improve our services. If you prefer you may contact the Office of the Health Ombudsman for handling complaints. The address is:

 Office of the Health Ombudsman

PO Box 13281 George Street
Brisbane QLD 4003

Email complaints@oho.qld.gov.au

Enquiries/Complaints: (07) 3319 6350(07) 3319 6350

Managing your Personal Health Information

Your medical record is a confidential document. Our practice policy is to maintain protection of your personal health information at all times and to ensure that this information is only available to authorised members of staff. For further information on your privacy please refer to our Patient Privacy Brochure in our waiting room.

Personally Control eHealth Record System:

What is an eHealth record?

Every time you visit a healthcare professional, or a hospital or other medical facility, important information about your health is created and stored at that location. Currently it is hard to access and share this information with the health professionals involved with your care. An eHealth record is an electronic record that contains a summary of your health information. You can add information to it and you can allow healthcare professionals to view this information and to add new information.

What will it do for me?

Over time, having an eHealth record will provide a range of benefits including better access to your health information, better healthcare delivery, and greater involvement in your health choices.

How do I get an eHealth record?

People seeking health care in Australia are entitled to have an eHealth record. You can now register for an eHealth record online, over the phone, at a service centre offering Medicare services or by mail.

How do I use my eHealth record?

Once you have an eHealth record there are a range of ways you can put your record to use. These include listing medications you are taking, your known allergies and your emergency information.

For more information please visit eHealth.gov.au

 

CCTV Privacy Notice

Millbank Medical Practice’s premises are protected by Closed Circuit Television (CCTV)

Millbank Medical Practice is committed to ensuring that personal information collected by it is dealt with in accordance with the Information Privacy Principles contained in the Information Privacy Act 2009 and the Australian Privacy Principles contained in the Privacy Act 1988 (Cth).

Millbank Medical Practice uses CCTV systems for 24 hour video surveillance, which monitors and records activity in the following areas:

The purpose of this monitoring and recording is to provide a safe and secure work environment for Millbank Medical Practice staff and visitors as well as members of the general public. Video cameras are only used in the areas specified in this privacy notice.

Video surveillance is being used to deter any form of aggressive, harmful or unlawful behaviour and to assist in identifying offenders. Should an incident occur, the recordings may be provided as evidence to law enforcement authorities such as the police to assist with investigations or enquiries. CCTV and video footage is not used to monitor staff performance. However, it may be used to investigate allegations of serious misconduct by staff.

The images recorded by the cameras are securely stored as digital files within the CCTV software, which is only accessible to staff in the Facilities department. The digital files are stored for a maximum of two weeks after which they are programmed to be automatically erased unless required by law enforcement authorities. Images are viewed only by authorised staff. Controlled access to the secured footage is strictly maintained. Copies of recordings will not be made for other purposes unless they are relevant to the purpose of surveillance or are required by law. Any copies made are stored in a securely lockable area.

Circumstances under which recordings will be shown to a third party include:

For further information, please contact the Operations Manager, on (07) 4131 9090