Policies

Emergencies
Emergencies will always be given priority and reception will attempt to contact you or update you on the progress of your scheduled appointment.

Missed appointments
Failing to attend for a scheduled appointment may result in a fee being charged.  Please notify reception at least an hour prior to your scheduled appointment time if you are unable to attend so that the time may be allocated to another patient.

Drugs of dependence
Drugs of dependence (including Endone, Oxycontin, Morphine, Codeine and Benzodiazepines) will not be prescribed at your first appointment or by request over the phone, without a proper assessment or over the long term. Safer and better options are preferred.

Prescriptions, referrals and medical certificates
Will not be issued without a consultation.  Please discuss this with the doctor if you have any concerns.  A fee will be charged for all prescriptions or referrals that are issued outside of a consultation and these are in case of emergency only - not routinely.

Privacy and your rights
BGPC is committed to maintaining the confidentiality and security of your personal health information at all times and  ensuring that this information is only available to authorized members of staff.

The Privacy Policy document outlines policies on privacy issues. 

Complaints
Constructive criticism is welcome at this practice.  From time to time, patients will be invited to complete a questionnaire on their views of the practice and how it may be improved.  If at any time you are unhappy with the service provided, please speak to the Practice Manager or alternatively please fill out the Patient Feedback Form from the Download Forms tab.  The practice will then endeavour to get back to you as soon as possible.

If you feel that you need to take any matters further or wish to discuss your complaint with an external party, there are several options including the Office of the Health Ombudsman on: 13 36 46, located at 400 George Street, Brisbane City QLD 4000 and website: https://www.oho.qld.gov.au/

Phone calls
The practice tries to keep interruptions to every patients consultation to a minimum.  You can assist by noting the following:

1.         Please state if it is an emergency
2.         Please state if the doctor has asked you to call them back, regarding results or to check on your condition.  
            (The doctor will attempt to call you at their earliest opportunity)
3.         There will be no over-the-phone consultations unless related to COVID-19  

If the GP is with a patient, a message will be taken and reception will advise you when it is likely that the GP will be able to return your call.  

Electronic communication
You are welcome to email the practice should you have an enquiry, however your health care cannot be discussed via this method.

The practice prefers not to send confidential information via electronic means as there is a higher risk of your confidential record being compromised as it is not encrypted.

Please phone the practice if you have something urgent to discuss with the GP, as they may not be able to get to your email on the same day.

Getting the results of a test or procedure
Please phone for your results between the hours of 1.00pm and 5.00pm.  Only the patient aged 14 or over can ring for their results, not another family member or friend, unless verbal or written permission from the patient is given prior. For patients under the age of 14, the results are given to their primary carer.  Reception are directed by the doctor to notify you of their comment on the results.  Your results remain confidential.  Any urgent recalls will be notified by the doctor or reception, under the doctor's direction.  Please make sure you check the status of your results.  It is often necessary for patients to have follow-up appointments to discuss results and to implement further action required for your health care.

Reminders
You may be issued with a reminder notice from time to time of preventative health checks appropriate to your care.  The GP will seek your permission to be included on the reminder system.  If you do not wish to be a part of this system, please advise the GP or let reception know.

SMS reminders
This practice now has the facility to advise you of health reminders and non-urgent recall appointments by SMS. Please speak to reception for more information.  Your details remain fully confidential and you will not receive any marketing or promotional material.

Please advise reception if you prefer to not be notified by SMS.

Smoking/eating/drinking policy
This practice has a no smoking policy and thanks patients for consuming all drinks and food outside the practice, to keep up with health standards.  

Lost property
Lost Property is not the responsibility of the practice.  

Dressing packs
Please note, if coming for a dressing or procedure, you may be charged for a dressing or consumables pack.  This is to cover the cost for the practice to purchase the dressings/consumable packs.

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