PRACTICE POLICIES
Ayr Medical Group is committed to providing high-quality healthcare while maintaining clear policies that ensure the best possible experience for all patients.
Please take time to review these important practice policies.
Patient Information Policies
PERSONAL DETAILS
Keeping your information current
Patients are required to provide all personal details when registering with the practice. Please advise staff as soon as possible of any changes to:
- Contact information (address, phone, email)
- Medicare details
- Emergency contact information
- Cultural background information
Maintaining current details ensures the practice can contact you regarding appointments, test results, and important health reminders.
MEDICAL CERTIFICATE
Professional documentation when you need it
Patients should see a doctor for any medical certificate requirements.
If you require a medical certificate, please ask the doctor at the time of your appointment. This ensures proper assessment and appropriate documentation for your needs.
REPEAT PRESCRIPTIONS
Ensuring continuity of care
The practice does not issue prescriptions without seeing patients. An appointment is required for all prescription requests and can be made by:
- Telephoning reception in advance
- Calling at the front desk
This procedure ensures continuity of care and appropriate monitoring of all medications for patient safety.
SPECIALIST APPOINTMENTS
Making Your Specialist Appointment
If your doctor refers you to a specialist, you are required to make your own appointments with specialists. Once you have a confirmed date and time, please notify Ayr Medical Group reception so that your referral letter can arrive at the specialist's office prior to your appointment.
Please note that some specialists charge out-of-pocket expenses and a gap payment may be required beyond Medicare rebates.
Communication Policies
TELEPHONE CALLS
Managing patient communications effectively
Urgent Calls
When phoning to speak to a doctor, the receptionist will ask if the call is urgent.
Urgent calls are forwarded to registered nurses, as doctors do not accept phone calls during consultations. Please explain your problem to the nurse who will provide appropriate guidance.
Non-Urgent Calls
Non-urgent calls are usually returned by the doctor at the end of the consultation session or at the end of the day.
HOUSE CALLS
When home visits are appropriate
Home visits are generally not encouraged, as the surgery is better equipped to facilitate diagnosis and treatment of illness.
However, home visits can be arranged for:
- Palliative care patients
- Immobile patients who cannot attend the clinic
Please discuss home visit requirements with reception staff.
Practice Standards
ACCREDITATION AND TRAINING
Maintaining Professional Excellence
Ayr Medical Group is committed to quality improvement and is accredited with GPA (General Practice Accreditation).
The practice maintains high standards through:
- Regular quality improvement activities
- Continuing professional development
- Adherence to professional guidelines
Training Practice
Ayr Medical Group is a training practice for James cook University School of Medicine, RACGP and ACRRM.
Medical Students
The practice also trains medical students who may occasionally observe consultations. If you prefer a student not to be present during your consultation, please advise reception or your doctor.
COMPLAINTS AND SUGGESTIONS
Your Feedback Matters
Patient feedback is important for continuous improvement.
The practice strives to improve the quality and standard of professional service.
You can provide feedback by:
- Submitting suggestions in writing
- Discussing concerns with staff or doctors
- Contacting the Office of the Health Ombudsman
Contact Details
Office of the Health Ombudsman
GPO Box 13281,
Brisbane QLD 4001
Phone: 133 646
Accessibility and Support
DISABLED ACCESS
The practice building features:
- Automatic front doors for easy access
- Rear entrance with ambulance and wheelchair access
- Nursing staff available to provide assistance
Should additional assistance be required, please inform reception staff who will arrange appropriate support.
INTERPRETER SERVICES
If English is not your preferred language or you are deaf, please advise reception staff. Arrangements can be made for:
- National Relay Service
- Translation and Interpreter Service
- Other language resources
Some doctors speak languages other than English. Please ask reception about available language support.
Emergency and Safety Protocols
SNAKE BITE EMERGENCY
Immediate action required
Anti-venom is only kept at public hospitals. Presumed snake bites should be taken directly to the nearest hospital. Dial 000 for an ambulance and apply a pressure bandage immediately.
ACCIDENTS AND EMERGENCY
If urgent attention is required for a life-threatening emergency which includes Chest Pain and/or Shortness of Breath, Asthma attacks please call 000 for an Ambulance or present to your nearest Hospital Emergency Department.
Paramedics are qualified to assess your condition and advise appropriate action.
HEALTH MANAGEMENT POLICIES
Recall and Reminder System
Ayr Medical Group uses a “Recall and Reminder” system to provide preventive care for patients. This system ensures important health checks are not forgotten and are performed on time.
- Reminders for regular check-ups
- Follow-up for identified health risks
- Prevention and early detection of conditions including:
- Diabetes
- High blood pressure
- High cholesterol
- Certain cancers (cervical and prostate)
- Immunisation follow-ups
How It Works
The practice uses information from your health record to determine when check-ups are due. Doctors follow guidelines from the Royal Australian College of General Practitioners for preventive activities.
Privacy and Consent
In accordance with privacy laws, the practice requires your consent to send these reminders. Your doctor will discuss necessary checks and note your consent in your record.
Patient Responsibilities
Even when included in the Recall and Reminder system, patients should:
- Remember when tests are due
- Contact the practice for test results
- Keep contact information updated
- Discuss any concerns with their doctor
Benefits
The system helps detect serious conditions early and monitor known conditions, significantly improving long-term health outcomes
NO SMOKING POLICY
Maintaining a healthy environment
Ayr Medical Group maintains a strict no smoking policy throughout all practice premises to ensure a healthy environment for patients and staff.
PRIVACY AND CONFIDENTIALITY
Protecting your health information
The practice is committed to protecting patient privacy and confidentiality in accordance with Australian privacy laws. Health information is only shared with:
- Healthcare providers involved in your care
- Patients or their authorised representatives
- Other parties with appropriate consent or legal authority