CLINIC HOURS

The clinic operates on Mondays-Fridays between 8:30am to 5:30pm.
Saturdays from 9:00am - 4:00pm and is closed on Sundays.

APPOINTMENTS

We operate an appointment system but reserve limited vacancies for urgent cases. If you feel you need a longer appointment time, please advise reception when making the appointment. Emergency and subacute conditions will be given priority on notification, or we recommend you go straight to the emergency room or call an ambulance. Online bookings can be made via Health Engine & Hot Doc.

FEES AND BILLING ARRANGEMENTS

We are a Bulk Billing practice (some doctors apply private billings). There are a few fees for services operated by the clinic. We advise you to please speak with the office staff for fee clarifications. Patients without a Medicare Card will be charged a practice fee that is payable at the time of the consultation.

AFTER HOURS

You can phone HOUSE CALL DOCTOR 135566.
After-hours services provided by House Call Doctors are fully bulk-billed.

PHONING YOUR DOCTOR

Our doctors do not take calls while they are consulting, unless it is an extreme emergency. You can telephone the Doctor during normal surgery hours. A message will be taken and the Doctor will return your call when convenient. The surgery does not give results, or take prescription requests over the phone. You must make an appointment for these.

COMMUNICATION VIA EMAIL

Emails are checked periodically throughout the day and will usually be actioned within one business day. Please do not email us regarding an urgent matter.
If you need to speak with us urgently during our opening hours or do not receive a reply to your email, please contact us by phone.

INTERPRETER SERVICES

National Relay Service (NRS)
For patients with a hearing/communication impairment
Phone: 133 677

Translating and Interpreting Services (TIS)
For patients who speak languages other than English and require the services of an Interpreter
Phone: 131 450
Please refer to the posters in our reception area

National Auslan Interpreter Booking Service
Phone: 1800 246 945

REFERRALS

We prefer to discuss your condition with you before referring you to a specialist. If you have previously seen a particular specialist for an ongoing problem and require a repeat referral, please advise our receptionists.

RESULTS

We encourage all patients to return for results, as the Doctor should discuss with you. Reception staff do not have access to your results so they cannot give these over the phone.

CANCELLATIONS

We would appreciate if you would advise us if you cannot attend your appointment. We have people on waitlists who would be happy to fill your slow. If you do not attend an appointment and fail to notify us, a private fee will be charged.

ON ARRIVAL

Please see the reception staff and present a valid Medicare Card, DVA Card and current Pensions or Health Care Card. Please advise reception of any change of address or personal details. You will be advised of any possible delays.

HOME VISITS

Due to COVID-19, home visits are not available. Our practice offers telehealth and telephone consults for patients who are unable to attend the practice.

RECALLS

Our practice is committed to preventative healthcare. You have the choice to opt-out from receiving these reminders on the National Registry that are appropriate for your healthcare. Please see reception for more details. On occasion, you may receive correspondence from us as a reminder when certain procedures, immunisations etc. are due. Please advise us if you do not wish to participate in this service.

MANAGING YOUR PERSONAL HEALTH INFORMATION

All personal health information is confidential but sometimes it is necessary to release information to other Institutions e.g. Hospital, other Doctors, life insurance companies, Workcover etc. This information will not be released without your prior consent except in the case of serious medical emergency. Staff employed by Maryborough Clinic, are also bound to strict confidentiality agreements.

YOUR RIGHTS

If you have any feedback or a problem we would like to hear about it. Please feel free to talk to the Practice Manager or the reception staff. You may prefer to write to us or use the suggestion box. We take your concerns, suggestions and complaints seriously, however, if you wish to take the matter further and feel that you need to discuss the matter outside of the surgery.
You can contact the Health Ombudsman:
Office of the Health Ombudsman
PO Box 13281, George Street, Brisbane Qld 4003
P: 133 646 | E: info@oho.qld.gov.au