Our Practice now sends all reminders by Hot Docs SMS.

If you do not wish to be part of this system please advise your Doctor or Nurses. Reminder systems are in place for the provision of Preventive Health, e.g Immunisations, Vaccinations, Pap Smears, Diabetes reviews, etc.

PH: 131450

Enquiries or arrangements for patients who require communication services please speak with our reception staff for assistance.

In our practice all communications and records pertaining to patients are treated as confidential. To protect your privacy all our staff follow the privacy principles standards in accordance with the RACGP Code of Practice for management of personal health information in General Practice. In our practice we provide a health service that accommodates a diverse multicultural population including those with disability. We understand that it is a patient’s right to clear communication to ensure the best care of our patients, so that clear and informed decisions can be made regarding patient care.

Where there is a communication problem from low or no English reading proficiency or a language barrier, all efforts must be made to assist the patient to understand either using an interpreter service, visual cues or if hearing impaired, contacting the National Relay Service.

It is the aim of this Practice to provide comprehensive and high quality medical care as courteously and efficiently as possible. Consultations are made by appointment to avoid long waiting times, although these are sometimes unavoidable. It is suggested you ring the receptionist for appointments. If urgent you will be fitted in that day. If needing a longer appointment, please advise the receptionist when making your appointment.

WALK-INS will be accommodated at the first available appointment or if their condition deteriorates.

House calls are provided in-hours and after hours for regular patients whose condition prevents them from attending the surgery.

For very urgent medical problems a doctor is on call at Ballina Hospital at all times.

After hours phone calls to Moon Street Medical are automatically diverted to the GP on call.

Complaints

Our aim is to provide excellent care, but if you feel we haven’t met your expectations, we would like to hear from you. All complaints are dealt with by our Practice Manager and she will ensure your complaint is dealt with. Health Care Complaints Commission – NSW Health Care www.hccc.nsw.gov.au