Newsletter / Information to Patients
HEMAC have a quarterly newsletter and issues will be available to download online, emailed or obtain a copy from the practice. Please contact Reception for further information. This newsletter will provide our patients with information on services, education, programs, latest developments for patients. Please note all patients are automatically registered to receive information from HEMAC from time to time. If you do not wish to receive this information please advise reception in writing by contacting firstname.lastname@example.org
Patient Test Results
All patient tests results will be provided by appointment with the doctor. No results can be given over the phone to patients. Please make an appointment at reception when having tests to ensure you have an appointment at a time convenient to you and your doctor for the results to be given. Tests usually take three days for results to be returned back to the Clinic. Please be advised the reception staff cannot provide you with any information regarding your results due to privacy legislation.
If the matter is an emergency please dial 000, or for after hours services contact ALMS 132 660 or go to the emergency department of Epworth Hospital Richmond (4.8km) – enter via 34 Erin Street, Open 24hrs. Phone. 9426 6303 (fees apply) Box Hill Public Hospital (8.4km) – enter via 51 Nelson Road, Open 24hrs. Phone: 03 9895 3333.
Recall / Reminder System
To further improve our service to you, we have implemented a Patient Register for Preventative Activities. This is a reminder / recall system in which we contact the patient by either mail or phone for a follow up of appointments. Patients attending this practice will automatically be included on our reminder / recall register. Patients are requested to inform the Doctor, Nurse or Reception if they choose not to be included. You will need to sign a form if so, for us to keep on record. We also offer the opportunity for patients to initiate these reminders / recalls to be sent to them. Please speak to your doctor or nurse about arranging this. The purpose of the register is purely as a service to patients from this practice and confidentiality is ensured at all times. If you wish to opt out of our recall system please tell your doctor.
HEMAC has access to a wide range of services, including counselling, dietitian services, aesthetic treatments etc. Your doctor will be able to refer you to these services. All appointments are conducted at our Clinic.
Referrals to a specialist may be made during the consultation. Standard referrals are valid for one year so please ensure you book an appointment before your referral runs out.
Allied Health Services
If you are a patient of another clinic and you wish to see an allied health provider at HEMAC. You are free to do so. You do not need to be a patient of this clinic to see these providers. Speak to reception for further information. Allied Health Providers do charge a gap fee if under a Care Plan.
We welcome all feedback from patients to our Clinic and love to hear about how we can improve the practice. We also have a patient feedback survey which is located at the front desk. All patient feedback is reviewed by the Practice Manager who will initiate the appropriate steps to follow up your complaint. An acknowledgement will be sent to you within 24 hours of your complaint being received. Alternatively you may speak with the practice manager in person or via phone on 9078 9997.
Despite our best intentions, complaints may arise. Our practice deals with complaints in a courteous and understanding manner. Perceptions of what is reasonable and fair can change when patients are unwell or anxious. Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback. If you have a complaint please contact the Practice Manager at the Clinic on 03 9078 9997 or via email at email@example.com.
Health Information and Privacy
Your medical record is strictly confidential. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.
Our practice uses a computerised medical record system to record your notes and personal information.
Transfer of Medical Records
If you wish to transfer your health record to another service provider please ask your new provider to send HEMAC a transfer of medical files form signed by you. Alternatively, if you would like HEMAC to obtain records from another service please see reception for a transfer of medical information application form.
Please note that some clinic’s may charge an administration fee to transfer your records. There is a fee HEMAC charge for any transfer of information to another practice. If you require a paper copy of your medical file, a fee is payable for photocopying and administration time. This will be advised at the time of the request as will depend on the size of the medical file.