Patient Information
First appointment
- New patient form
- A valid Medicare cards
- Valid OSHC/OVC membership details
- Workcover patients will need to inform their employer and bring that employer’s contact details for verification to arrangepayment
Fees
Wollongong Doctors is a bulk billing practice. Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at consultation by cash, credit card or EFTPOS.
BULK BILLING IS AVAILABLE to eligible patient groups for most of the consultation types:
- New patient form
- A valid Medicare cards
- Valid OSHC/OVC membership details
- Health Care Card holders
- Pensioner Concession Card holders
Policies
Accepting New Patients
Yes, we are accepting new patients. Click BOOK NOW button and select new patient. Bring a valid Medicare card for Medicarerebate and a Photo ID to verify your identity. Medicare card and a photo ID is mandatory for every consultation. Same dayappointments are available on most days. We recommend you to book an appointment in advance where possible. Walk -insacceptable for medical emergencies
Booking Appointments
Appointments may be booked in person or by calling (02) 9601-6408, Monday to Friday 09:00 am – 05:00 pm. Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.
Face to Face Consultations
Mask is mandatory to enter the premises. We have introduced the below guidelines to protect patients from catching COVID virus and hospitalising. So, please wear a MASK before entering the premises and while you are inside.
Patients with COVID Symptoms
All our existing patients are requested to book a telehealth appointment if you have a cough, cold, sore throat or fever. This condition of entry applies to fully vaccinated residents also. Book a telehealth appointment if you have tested POSITIVE to COVID 19 in the past 7 days. (Wollongong Doctors is a high risk setting with immunosuppressed, elderly and babies).
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information ismailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Facsimile
Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Wollongong Doctors will attempt to contact you regarding any urgent results.
Telephone Enquiries
We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.
Interpretation Service
Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131450to book an interpreter. (Private fee may apply)
Email Policy
We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with apincode. We request you down breaches. Wollongong Doctors take no responsibility for cyber security breaches. Verbal consentsare taken at the time of consultation or new patient registration form. For all communications outside the software program whichmay contain sensitive data, we prefer not to communicate via emails. If you request a copy of medical information, you will be askedfor a fax number, postal address (for registered mail) or to pick up from the Wollongong Doctors.
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during aconsultation between a doctor and the patient is considered personal and private health information. Medical information includespast medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy ofpersonal information. Medical records are the property of the practice. Only written requests for access to medical records areaccepted.
Smoking Policy
This practice has a strict no-smoking policy.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.
Confidentiality
All members of Wollongong Doctors understand the importance of respecting confidentiality with the information they receiveduring their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’sinformed consent.
Intellectual Disability Information
The National Relay Service (NRS) can help you if you’re deaf or find it hard to hear, speak or hear people on the phone.
Afterhours Consultations
If you need medical care and Wollongong is closed, please visit your local emergency department or visit Radio Doctor Illawarra - (02) 4228 5522.
