Your Doctor will help you to determine the most appropriate specialist or allied health professional to look after your health care needs. Referrals cannot be backdated.

Patient information is kept completely confidential. No patient information will be released to a third party unless consent has been obtained from the patient concerned. This includes all family members over 18, including spouses

Credit card details are not stored by the Practice.

We request that you attend for review for a repeat prescription. This is regarded as best practice medicine.

Your Doctor can be contacted during business hours. Your Doctor will take urgent calls at the time. Non-urgent calls will be taken as a message for the Doctor and your call will be returned.

A medical certificate is a legal document. They will be issued for medical conditions where time off is required. Certificates cannot be backdated. You cannot be issued with a certificate unless the Doctor is consulted.

Your ongoing health is important to us. Our practice is very focused on preventative health care. Reminders will be periodically sent out to remind you of important health checks.

If your results are abnormal the practice will notify you. If you are not contacted by the practice or if the Doctor has not prearranged for you to return to discuss the results, then it is requested that the patient should contact the practice to find out, if the reviewing Doctor has suggested any directives.

Please note our receptionists cannot legally give your results over the phone. All test results must come from the GP. On some occasions the Practice Nurse may be able to provide results on request.

We appreciate any suggestions about how to improve our service. If for some reason you have been provided with less than optimal service from one of the Doctors or our Administration staff please do not hesitate to contact the Practice Manager or one of the doctors.

Feedback forms are available at the reception counter.

We also love to receive compliments from our patients for quality service

1. CARE OUTSIDE NORMAL OPENING HOURS

Policy

Murrumbateman Health Hub ensures safe and reasonable arrangements for medical care for patients outside our normal opening hours.

1.1. Care outside normal opening hours

This practice provides after-hours care through a formal arrangement with the local hospitals. Patients requiring attention are requested to attend the Accident and Emergency Department of the Yass Hospital or telephone 000 for an ambulance. Information about this service is made available on our front door notice and on our on-hold/after-hours message.

1.2. Formal after-hours agreements

Our practice engages the services of Yass Hospital and Calvary Hospital to provide after-hours care of our regular patients. A formal agreement is in place and includes:

Our practice offers limited home and other visits to patients (at the discretion of the doctor) who:

• Live within a 2km radius of the Practice

• Are already regular Practice Patients with the Practice

In our practice, home and other visits are scheduled and confirmed by the patient's treating GP.

We understand sometimes life gets in the way and cancelations are necessary. Our cancelation policy is that 4 hours' notice is required. Murrumbateman Health Hub understands that you may not be able to keep your appointment as schedule due to various reasons. If the practice is made aware of your cancellation, the time can be used for somebody in need of medical attention. All Non advised cancelations, or no shows will incur a $30 fee which must be paid prior to next appointment.

Walk in appointments are sometimes available although limited. You may need to be prepared to wait until the first Dr is available. Once triaged, if your condition is considered urgent you will be refered to the closest hospital ED or Ambulance called.

Telehealth appointments are available for patients with Flu like symptoms, gastro symptoms or at the Drs discretion. Please call reception to discuss.

Communication Policy

To ensure we provide the most efficient service, please note that all patient enquiries, appointment bookings, and rescheduling requests — including questions about medications, symptoms, prescriptions, medical reports, certificates, or forms — will not be responded to via email.

For assistance, please contact us directly on (02) 6134 3979 between 8:30am and 5:00pm, Monday to Friday, or 9:00am and 2:00pm on Saturdays (excluding Public Holidays).

All phone calls will be responded to as soon as possible, and call-backs will be triaged according to urgency.

We kindly ask for your cooperation in helping us maintain a safe and respectful environment for everyone, including our staff.

• Our staff are doing their best to assist you.

• Please treat all staff and patients with courtesy and respect.

• This practice has a Zero Tolerance Policy toward any form of aggression or abuse. Anyone displaying such behaviour will be asked to leave, and the Police may be contacted if necessary.

Thank you for your understanding and support.