Patient Information

Appointments

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

For appointments please call 07 4131 9090.

Please call in advance for routine appointments. We make every effort to stay on schedule, although emergencies arise. If we are seriously delayed, we attempt to notify patients when they arrive; alternatively we welcome you to phone prior to your appointment to check on waiting times.
Appointment times are normally made at 10-15 minute intervals. Longer consultations are available on request.
As a courtesy to other patients and staff, please call the office as soon as possible if you are unable to keep your appointment or are going to be late.
For your first visit, please bring your Medicare and concession cards and arrive 20 minutes early to complete the necessary patient information forms.
If you are unwell with flu-like symptoms or you do not wish to contract these symptoms you are welcome to use the disposable face masks available at the reception desk.
If you are returning from overseas and you are suffering from: Fever, cough or other symptoms please notify reception on arrival.
We have a child’s play area adjoining the waiting room with toys available. However, we recommend that you bring to the visit and supervise you child’s own favourite book or small toy. This ensures that your child is most comfortable and also optimizes cross infection control.
There are tests/services the nurse can do for you before you see the doctor that will ensure your time with the doctor is well spent (see “Nurse Services”). Please notify us of the nurse services you need when you are making your appointment to see the doctor, this will ensure your needs are met in a timely manner.
Wheelchair access is through the front and rear doors.
Home visits, Nursing Home visits and Private Hospital visits can be arranged when they are considered the most appropriate forms of consultation.

Services Provided

Healthy Heart Clinics
Diabetes Clinics
Osteoporosis Clinics
Health checks
Women’s Health
Men’s Health
Children’s Health
Lung Function Management
Holter Monitor (Heart Checks)
POC – Warfarin
Breast Physician
Oncology Support
Palliative Care
Cryosurgery (freezing of small skin lesions)
Minor surgical procedures
Mole scans and skin cancer checks
WorkCover
Immunisations
Pre-Employment Medicals
Travel Medicals

Financial Policy

All fees are expected to be paid at the time of service.
We accept: EFTPOS, Visa and MasterCard.
DVA Gold Card holders and White Card holders (for specific issues) will have their accounts direct billed to DVA.
Patient accounts not paid promptly are subject to third party collections and/or legal procedures.
We realize that emergencies do arise that may affect timely payment of your account. If such extreme cases do occur, this will need to be discussed with our practice manager prior to your appointment.
If you are referred to specialists, pathology, x-ray and/or other health professionals it is advisable for you to enquire about the costs of these services when you make such appointments.
There is no Medicare rebate for the following services: Commercial Licenses, Dive Medicals, Insurance Forms/Medicals, Pre-employment and other medicals.
When you arrive for your appointment, please hand in your Medicare card and any concession cards to ensure we have up-to-date information on your file.

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?

To inform the Medical Practice staff of any pertinent changes in your name, address, phone, employment, or relationships with other care/service givers. It is also a requirement of our accreditation and helpful for our doctors to have recorded in your records what your ethnic (nationality) background is.
To arrive on time for scheduled appointments and cancel, when necessary, with a phone call at least 4 hours prior to your appointment, when you are able to do so.
To treat everyone with respect. Anyone who yells, threatens or pushes people will be asked to leave.
To provide payment for services delivered by the Medical Practice.
To notify the Doctors or Nurses of the Medical Practice of any change in your health status.
To follow the recommended treatment plan and inform the Medical Practice of any physical or mental impairment requiring special accommodation.
To ask questions if directions and procedures are not understood.

What Should You Expect From Us?

To be treated with respect, dignity and be informed of your care needs to make appropriate decisions.
Help to plan you care and make changes to it.
Expect that teaching materials will be provided in a manner you can understand.
To be informed of the Medical Practice billing process.
To have your records kept confidential except when consent has been given.
To expect services to be professional, timely and appropriate.
To communicate your complaints to the Medical Practice Manager and expect to receive follow-up without negative repercussions or changes in service.
To receive care without discrimination due to race, religion, age, sex, disability or ethnic origin.

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:

main entrance to the premises
main foyer near facing reception
driveway on the side of the premises
at the rear of the premises carpark
hallway to back entrance ground floor
hallway to staff kitchen upstairs

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:

unlawful acts (police)
occupational health and safety complaints (eg Workplace Health & Safety Officer and QLS’ Insurer)
when otherwise required by law (eg court order).

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