Practice Policies

After hours assistance is available via an after hours locum service. Please call our clinic on (08) 8270 1194, and you will be diverted to the service for assistance.

In a medical emergency, please call 000 and ask for an ambulance.

At Flagstaff Hill Medical Centre, we use a secure automated SMS system to communicate with patients about results. Depending on the test that has been undertaken, a consultation may be required to receive results.

It is the patient’s responsibility to follow up on their test results, and we actively encourage patients to be proactive in their healthcare and book an appointment for results before leaving the clinic.

We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We take feedback, complaints, and concerns very seriously.

Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with your GP or a member of our Practice Management team.

Alternatively, you can express any concerns you may have, including those related to privacy, using our enquiries form.

We will strive to resolve your concerns, in accordance with our resolution procedure. If you wish to take your complaint further, you may contact the Health and Community Services Complaints Commissioner in South Australia via https://www.hcscc.sa.gov.au/

We aim to communicate with patients in a respectful, clear, timely and confidential manner.

Telephone: Our reception team will assist with your enquiry and, where appropriate, take a message for the doctor or nurse. Clinical staff will respond as soon as reasonably practicable. Please note that telephone calls are not generally transferred directly to doctors during consultations.

Email: Email is used for general, non-urgent and non-sensitive communication. The practice does not provide consultations via email. Email should not be used for urgent medical concerns, and we cannot guarantee the security or confidentiality of information sent by email. Please allow up to two business days for a response.

Results and follow-up: Test results and other clinical matters requiring follow-up will be managed by the practice in accordance with our clinical processes. Patients may be asked to make an appointment with the doctor to discuss their results or follow-up care.

Urgent concerns: Email and other electronic communication should not be used for urgent medical concerns. Please contact the practice by telephone. In an emergency, call 000.

We take your privacy seriously and handle patient information in accordance with our privacy obligations.

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

For further information, please visit the Australian Commission on Safety and Quality in Health Care website.

We use recalls and reminders to help you stay up to date with recommended healthcare, follow-up appointments, health checks, vaccinations and screening.

We will make every effort to contact you when follow-up is required. However, it is your responsibility to attend recommended appointments and follow up on your healthcare.

Please ensure we have your current contact details so we can contact you when needed.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws. Our clinic is part of the Better Medical group of practices and we follow the Better Medical Privacy Policy which you can access by clicking here: https://bettermedical.com.au/p...