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Patient Info & Policies

Important information about your care, privacy, and our clinic policies.

Table of contents

General Rights of Patients

  • No patient is refused access to assessment or treatment based on gender, race, disability,
  • Aboriginality, age, religion, ethnicity, beliefs, sexual preference, or medical condition.
  • Patients with disabilities are fully supported to access our services.
  • Privacy and confidentiality are assured for all consultations, medical and account records, appointments, phone calls, and electronic media.
  • Patients may request to view or obtain a copy of their personal health information.
  • Patients have the right to refuse any treatment, advice, or procedure.
  • Alternatives and second opinions are discussed with the general practitioner.
  • Patients are provided with clear information regarding the purpose, benefits, risks, and costs of treatments to enable informed decisions.
  • Consent is required for participation in health reminder systems or research; prior consent may be withdrawn at any time.

Management of Your Health Information

  • Medical records are confidential and accessible only to authorised staff.
  • Information provided verbally or in writing is treated with strict confidentiality. Records may only be shared with consent or court order.
  • We do not share personal information with outside parties. Patients can opt out of receiving communications at any time.

Investigation Results

  • Contact the clinic or book an appointment online for test results.
  • Doctors document comments; reception staff may relay only those comments.
  • Further explanation requires a direct appointment with the doctor.

Recalls and Reminders

This practice uses a computerised recall and reminder system. Patients may be notified regarding recommended follow-up tests or appointments.

If you do not wish to participate in the recall and reminder system, please advise your doctor.

Fees and Billing Arrangements

  • Standard consultations are bulk-billed for eligible patients, including pension and health care card holders.
  • Acupuncture services may attract a gap fee; see acupuncture billing for details.
  • Non-Medicare services (WorkCover, TAC, medical assessments, licensing medicals, VicRoads assessments) are privately billed; payment is due on the day of consultation.
  • Payments via EFTPOS (Tyro terminal); receipts are provided.
  • Non-attendance charges may apply for missed or late cancellations.

Prescriptions

  • Repeat prescriptions may be issued without an appointment if previously reviewed. Confirm with reception.
  • Collection is the next working day if approved.
  • Drugs of dependence (e.g., benzodiazepines, narcotics, sedatives) require an appointment. Examples: Panadeine Forte, Endone, Oxycodone, Targin, Temazepam, Diazepam.

Home Visits

Home visits are generally not offered. In very acute situations, home visits may be considered at the discretion of the doctor.

Nursing Homes

At present, nursing home visits are not offered. This may be considered in the future as additional general practitioners join the practice.

WorkCover and TAC

WorkCover and TAC consultations are privately billed and payment is required on the day of consultation. Receipts will be provided for patients to organise reimbursement through WorkCover or TAC.

Complaints

  • Patient satisfaction affects health outcomes, and we recognise patients as an important source of feedback. Suggestions and complaints help us improve our services.
  • Complaints may be made verbally to staff, in writing, or via the suggestion box located at reception. Patients may also complain anonymously if preferred.
  • Complaints are addressed in line with the Health Services (Conciliation and Review) Act 1987. Where resolution is not achieved, complaints may be directed to the Health Services Commissioner.

Email Communications

  • Consent required before engaging via email or fax.
  • Electronic communication is limited to non-urgent, general matters if face-to-face consultation is unnecessary.
  • All significant communications are documented in patient records. Costs, if any, are communicated prior.
  • Staff are trained on email security, confidentiality, and professional language.
  • Outgoing emails include a disclaimer: messages are confidential and opinions may not reflect the clinic.

Abusive Behaviour Policy

  • Shepparton GP Medical Practice & Acupuncture Clinic has zero tolerance for abusive or aggressive behaviour towards staff.
  • The practice reserves the right to refuse further treatment where abusive behaviour occurs. When this occurs, the patient is informed of the reasons, alternative care options are provided, complaints are managed according to policy, and actions are documented in the medical record.
  • Where possible, the practice will assist with continuity of care, including referral and transfer of medical information.

Disclaimer

  • Website and newsletter content is for informational purposes only and not professional medical advice.
  • Individuals with health concerns should seek medical consultation.
  • The clinic accepts no liability for interpretation or use of website or newsletter content.
  • Accuracy is reasonable but not guaranteed; liability for any loss or risk is expressly disclaimed.