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AGPAL - Accredited Symbol - General Practice

The Practice – Bundanoon

4 Erith Street, Bundanoon NSW 2578
Ph: (02) 4883 7072
Fax: (02) 4816 1760
E: reception@thepracticebundanoon.com.au
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The Practice – Bundanoon is a general practice run by Dr Indran Rajendra M.B.B.S (Sydney Uni.) MAICD.

Welcome, and thank you for choosing The Practice – Bundanoon. Please find all the information regarding our practice below. If there is anything not stated, or if you have any questions please let us know so we can help you. Our aim is to provide the highest quality care to our patients and we appreciate any input you have in helping to improve your experience with us.

We acknowledge the traditional custodians of the lands on which we live and work and pay our respects to the Elders of past and present.

Practice Hours – please note we are closed every week day from 12:30pm – 2:00pm – however please leave a voicemail on our answering machine and we will phone you back as soon as we return.

Monday to Friday : 8:00 am – 12:30 pm and 2:00 pm – 5:00 pm

Saturday: 8:30 am – 10:30 am

Sunday and Public Holidays : Closed

Home visits are available for our regular patients whose condition prevents them from attending the practice. If you require a home visit, please call our receptionists during practice hours and they will be happy to speak with a doctor to arrange a visit (if deemed necessary) for you. Please note full fees apply regardless of concession / pension status.

Appointments: Every effort will be made to accommodate your preferred time and practitioner. Our staff have been trained in triage and emergencies will always be given priority. Longer consultations are available by request. Appointments can be made by calling our friendly staff on 4883 7072 or alternatively online with HotDoc which you can access via our website on the here or at hotdoc.com.au

After Hours Care Service: For all after hours care please call the Southern Highlands GP After Hours Service on 4861 6433. They are located at 21 St Jude Street, Bowral 2576. If your condition is life threatening, please go to Bowral Hospital located at 97 – 103 Bowral Street (Phone: 4861 0200), or dial 000

Fees and Billing: The Practice – Bundanoon is not a bulk billing practice. Children under 16 and pensioners over 75 will be bulk billed. Pensioners under 75, Healthcare Card holders and children over 16 are eligible for a discount rate.

Emergency appointments are a full fee appointment regardless of pension of health care status.

The Practice – Bundanoon will continue to offer valuable services bulk billed such as care plans, health assessments and diabetic reviews. Other items may be bulk billed at our discretion, including blood tests. There will be no out of pocket costs for these types of appointments.

Fees are payable at the time of consultation by cash or EFTPOS. If you have any difficulty paying our fees, please discuss it with us. The standard rates for the GP and Pain Specialist are below.

SCHEDULED FEES August 2019. for patients_Page_1

Management of Personal Health Information: Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the Australian Privacy Principles. Our privacy policy is available from reception if you have any more questions. Patients can also obtain a copy of their health information from reception once a form has been completed and signed.

Missed Appointments: As a courtesy to the doctor and other patients of the practice, please give as much notice as possible if you are unable to keep your appointment. Missed appointments without explanation will incur a $70 fee (not eligible for the Medicare rebate.)

Your Rights: If you have a problem we would like to hear about it. Please feel free to talk to your Doctor, Nurse or our Practice Manager – Mateja Rajendra, or assistant Practice Manager – Bianca Lean. You may prefer to write to us or use our “suggestions box” which is available in reception. We take your concerns seriously. However, if you wish to take the matter further and feel that you need to discuss the matter outside of the practice you can contact the Health Care Complaints Commission on 1800 043 159

Patient Feedback: We value our patient’s opinion. There is a suggestion box available in reception, which we encourage our patients to use. We will provide updated information regarding any changes implemented from suggestions made. We are also in the process of completing a patient Questionnaire and encourage you to complete this if you are chosen at random.

Rudeness, aggression, physical or verbal threats or foul language toward any members of our staff will not be tolerated.

Communication Policy: We aim to answer phone calls immediately, however if for some reason we are unable to please leave a message and we will return your call as soon as possible. If you have signed the consent form, we may contact you via email if we cannot reach you via phone or send you a letter. As part of our privacy policy, we will not leave phone messages unless it is deemed appropriate.

Results: If the results are urgent, we will contact you as soon as possible, if we cannot contact you and the results are deemed urgent, we will contact your emergency contact.

If your results are unremarkable, we will not contact you.

If results are non-urgent you will be contacted to make an appointment with your doctor to receive results within 5 days.

If you cannot be contacted after three attempts, we will send you a letter. For privacy reasons we will not leave a message on any phone number provided to us unless it is deemed appropriate to do so. Alternatively, the doctor may contact you via email if you have signed the email consent form.

Telephone access to Practitioners: As a courtesy to our patients we try not to interrupt the practitioners while in consult, so a message will be taken by reception and passed on to them. They will decide on the action to be taken regarding the message, however, due to the demands on our practitioners time, the only way we can guarantee a response is for you to make an appointment to see them.

Reminders: Our practice is committed to preventative care and uses a reminder system. Reminder notices and appointment reminders are sent out via SMS. If you do not wish to receive these reminders, please let reception know. Alternatively you are always able to opt out directly from the message.

Information Changes: If any of your personal information changes for example your address, email address, phone number, or living arrangements please inform us as soon as is convenient in order for us to be able to readily contact you.

Interpreter Service: If you or a family member require an interpreter service, this can be organised for you. We utilise the Translating and Interpreting Services (TIS) provided by the Australian Government.

Privacy Policies: For an up to date version of our privacy policies please see below.

The Practice – Bundanoon Privacy Policy

Current as of: May 2019

Introduction

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information, so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Our patient information sheet has a consent form attached asking permission and consent for electronic communication, and information collection. Giving consent for this does not have anything to do My Health record.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).

What personal information do we collect?

The information we will collect about you includes your:

  • names, date of birth, addresses, contact details
  • medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
  • Medicare / DVA / Concession Card number (where available) for identification and claiming purposes
  • healthcare identifiers
  • health fund details.

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

As a way of helping you in these situations, we will not ask for your Medicare Card or any form of identity. Under these circumstances however we are unable to Bulk Bill any consultation or offer the Medicare rebate to you.

How do we collect your personal information?

Our practice may collect your personal information in several different ways.

  1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.

Your signature is required before we obtain any further information from you – please see the patient consent form.

  1. During the course of providing medical services, we may collect further personal information.

We utilise the government initiative of MyHealth Record, however we will not upload any information without your consent.

  1. We do not collect information when you visit our website, send us an email, telephone us, make an online appointment or communicate with us using social media. We do however document details of emails, and anything pertaining to your health in your patient file.

If you use our online booking system, HotDoc they have specific Terms of Use, Privacy Policy and Data Collection Policies. These are all available on their website as:

https://www.hotdoc.com.au/privacy-policy

https://hotdoc.com.au/terms-of-service

It is our understanding that they do not store or pass on your information to third parties and state they will only contact an individual in the circumstance of updating important, relevant information (such as changes to their privacy policy). They also state that they will not disclose or sell an individual’s personal information to unrelated third parties under any circumstances.

 

In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

  • your guardian or responsible person
  • other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
  • your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).

When, why and with whom do we share your personal information?

We sometimes share your personal information:

  • with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
  • With the Public Health Network (PHN) we share unidentifiable patient data for the purpose of on-going quality improvement for the care of our patients
  • with other healthcare providers
  • when it is required or authorised by law (eg court subpoenas)
  • when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
  • to assist in locating a missing person
  • to establish, exercise or defend an equitable claim
  • for the purpose of confidential dispute resolution process
  • when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
  • during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. Under these circumstances it may only be under your request, we will never initiate any transfer of documents outside of Australia.

Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.

 

 

How do we store and protect your personal information?

Your personal information may be stored at our practice electronically. Any hard-copy letters received will be scanned into your file, and the original shredded. Any X-Ray’s that may be brought in to the practice will be returned to you. Any emails received by you containing information regarding your health will be put into your patient file and deleted.

Our practice stores all personal information securely.

We have passwords on every computer, and each staff member has an individual password for them to access any patient files or information. These visits by staff members to any patient file are documented by the program we use automatically.

All staff are required to sign confidentiality agreements before commencing work on the premises, including contractors and non-permanent staff.

How can you access and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information.

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing using the form available at reception, and our practice will respond within two weeks’ time. There is no charge for this.

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to reception@thepracticebundanoon.com.au

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. We strive to handle and settle any complaints within a two-week period.

We can be contacted in several ways, please see below:

The Practice – Bundanoon
4 Erith Street, Bundanoon NSW 2578
Phone: (02) 4883 7072
Fax: (02) 4816 1760
Email: reception@thepracticebundanoon.com.au
Practice Managers Contact:
Mateja Rajendra: mateja@thepracticebundanoon.com.au
Bianca Lean: bianca@thepracticebundanoon.com.au

Our suggestion box is also available in the waiting room.

We have forms available for the Health Care Complaints Commission, or you can phone them on

1800 043 159

You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

Privacy and our website

Our website does not collect any information, or cookies. It provides anonymous analytics however no personal or traceable information is collected.

Policy review statement

This policy will be updated annually or as any information changes are made. Patients will be notified of any changes via our practice presentations in the practice, and information will be updated on our website.