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/

The following principles guide all communications within the practice:

• Respect and Professionalism: All communication will be respectful, considerate, and professional, always maintaining the dignity of patients and colleagues.
• Confidentiality: Personal health information and patient details must be communicated confidentially and securely, following legal and ethical guidelines regarding patient privacy.
• Timeliness: Communication must be efficient and timely, ensuring that important information is relayed promptly to the relevant parties.
• Clarity and Accuracy: Information should be communicated in a clear, accurate, and understandable manner, avoiding ambiguity, and ensuring that patients and colleagues fully understand the details being provided.
• Cultural Sensitivity: Communication will be inclusive, culturally appropriate, and mindful of the diverse backgrounds of patients and staff.
• Patient-Centred Care: All communication should prioritise the patient’s needs, preferences, and involvement in their care.

Communication Channels

The following communication channels are used within the practice:

• Face-to-Face: All patient interactions will be conducted in a professional and respectful manner, ensuring patients’ needs and concerns are addressed in real-time.
• Telephone: The practice will ensure that all phone calls are answered promptly, with staff trained to handle queries effectively and compassionately.
• Email: Emails will be used for communication that is not time-sensitive and involves general information. All email communication must adhere to privacy guidelines, and patients will be encouraged to use encrypted email when communicating sensitive health information.
• Online Patient Portal: Our clinic uses Automed, a secure, patient-focused online portal for non-urgent communications, such as appointment scheduling, test results, and follow-up care.
• Written Correspondence: Letters and written forms of communication will be clear, concise, and professionally presented, with follow-up, as necessary.
• Social Media: Social media platforms will be used cautiously and professionally, avoiding personal health-related communications or sensitive information shared via these platforms.

Patient Communication and Engagement

• Appointment Scheduling: Patients will be informed of their appointment times and any changes via phone, SMS, or email, depending on their preferences.
• Follow-Up: Communication following consultations, including medical results, referrals, and care instructions, will be done in a timely and accurate manner, with patients being informed of next steps.
• Patient Education: Information about medical conditions, treatments, and care plans will be provided in a clear, understandable format, and patients will be encouraged to ask questions to ensure comprehension.
• Feedback: Patients will be encouraged to provide feedback on their communication experiences, which will be used to improve services and address any issues.

Staff Communication and Training

• Internal Communication: Clear, efficient communication will be maintained among staff through meetings, internal memos, and digital platforms. The aim is to ensure that all team members are well-informed and aligned on patient care and operational practices.
• Training: All staff will receive training on effective communication skills, including cultural competence, conflict resolution, and patient confidentiality, in accordance with RACGP standards and continuing professional development requirements.
• Staff Wellbeing: Open lines of communication will be encouraged for staff to discuss concerns or issues in a supportive and non-judgmental environment, with appropriate mechanisms in place for conflict resolution.

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.