PATIENT FEEDBACK
Our goal is to provide a quality and professional service in a comfortable and caring environment. We are happy to hear from you – should you have any concerns or suggestions, please telephone, write or email to:
Colette Procter, Practice Manager
Doctors@Forest Lake Village
241 Forest Lake Boulevard
Forest Lake, QLD 4078
Telephone: 07 3714 6900 or 07 3728 9400
Fax: 07 3714 9800
Email: management@qldmedcentres.com.au
Please note: All formal complaints must be in writing before they can be addressed.
We believe that your concerns are best dealt with through the practice or alternatively our head office. However if we are unable to assist, you may prefer to contact the:
Office of the Health Ombudsman
Write: PO Box 13281 George Street
Brisbane Qld 4003
Call: 133 OHO (133 646)
Email: complaints@oho.qld.gov.au
Visit: http://www.oho.qld.gov.au/
To obtain your previous medical records we will just need your signature on a Medical Records Request Form. However please be advised that some surgeries do charge to release a copy.
Whatever your preferred language; we can help you organize an interpreter to assist with any language barriers. Please inform reception when making your appointment or phone the TIS 1300 131 450 for a telephone translator service.
We also arrange interpreters through the National Auslan Interpreter Service, for our hearing impaired patients.
Verbal and/or physical abuse toward our staff is not tolerated and any patient displaying inappropriate behaviour will be asked to leave. The patient may also be banned from the practice at the discretion of the practice manager or doctor.
Our after-hours medical service is provided by National Home Doctors Service. NHDS are a fully accredited service. Their direct number is 13 74 25 anytime outside of our opening hours. Please remember to telephone 000 for immediate attention in the event of a medical emergency.
House calls can be arranged at the discretion of your doctor. Please remember that some problems are better managed at the surgery.
In order to monitor your health, maintain confidentiality, fulfil our ethical responsibilities and follow Medicare guidelines, we require that you attend your doctor for results, medical certificates, letters and repeat prescriptions.
Due to time constraints, doctors are not always able to take non-urgent phone calls from patients and cannot always return phone calls on the same day. It is preferred that patients make an appointment to discuss any concerns with a doctor in person. In some cases the receptionist will take a message and returning your call will be at the discretion of the doctor. Urgent phone calls will be put through to the doctor or nurse on duty.
Doctors@Forest Lake Village provides comprehensive and continuous care in all aspects of General Medicine. However, there are instances when a referral to a specialist is required. Legal requirements prevent back dating of referrals so please ensure you have a valid referral before your specialist appointment.
To obtain results you must make an appointment to see your doctor. A practice staff member may contact you to advise you that your results have returned and the doctor requires you to attend for the results. In adherence with our Privacy Policy, results will not be given out over the phone. Patients are advised to inform reception of any privacy concerns regarding phone calls.
As part of our commitment to preventative health, patients may receive letters to remind them they are due to attend the surgery for a follow up appointments.
Doctors@Forest Lake Village also participates in national and state-based reminders systems such as the Pap smear and Immunisation registers. If you do not wish to participate in these reminder systems please notify your doctor at time of consultation.
Doctors@Forest Lake Village is a mixed billing practice and therefore fees may apply. If a patient is not registered with Medicare or the consultation is for something which is not Medicare rebatable such as a Pre-Employment Medical Assessment or Insurance Request.
Our fees reflect the quality of our service and vary according to the complexity of service or if a procedure is performed. Payment can be made by cash, cheque, credit card or EFTPOS.
- Private Patients Standard Consult: $65
- Private Patients Long Consult: $100
- Completion of Private Insurance Forms Range From: $78
- Pre-Employment & Commercial Driver Medical Forms Range From: $121
Consultation is by appointment. Patients must make an appointment to see a doctor. If you have more than one health concern or a complex issue to discuss, please request a longer appointment at the time of booking. Same day appointments are available for urgent cases. A separate appointment must be made for each family member. Appointments can be made in person or over the phone (Walk-in appointments available). Please let our receptionist know if you require prompt attention for matters such as chest pain, burns, eye injury etc.
Nobody likes to be kept waiting. Our staff understand this and endeavour to manage all appointments as punctually as possible. However, due to the unpredictable nature of a medical practice – doctors do frequently run behind time. We regret any inconvenience caused due to these delays. Please feel free to contact our surgery staff to confirm whether your doctor is running on time BEFORE you arrive for your appointment. For continuity of care it is recommended to see your usual doctor, however if they are unavailable you are welcome to see one of the other doctors in the practice.
Patients who have doubts about treatment or procedures explained to them have the right to talk to their general practitioner and seek a second opinion.
This practice is committed to maintaining the confidentiality of your health information and has protocols in place to safeguard your privacy. All employees are required to sign a confidentiality agreement upon commencement of employment and all computers are password protected.
Your medical information is confidential and will not be shared with any third party without your consent. For more information on privacy please obtain a copy of our Privacy Policy from reception.