Information and Policies
Receiving Results, Repeat Scripts and Referrals
Please ensure that you book a follow-up appointment to see your GP to find out the results of your test or procedure. Your GP will not give results out over the phone or email.
For flagged results we will call you to make a follow up appointment. However after any test it is best for you to follow up with your GP.
If you need a repeat of a script or a referral to a specialist, you will need to come in and see the doctor. This is to ensure that every aspect of your health is taken into account, and that you are getting the best possible health care.
Photo ID is required in order to collect any patient information from reception. If a third party such as a friend or a family member comes in to collect something on your behalf, please make sure you let our receptionists know the name of that person. This is to ensure we have been given your consent to release the information to that person in line with privacy regulations.
Appointment and walk in visits
We take appointments 7 days a week. You can make an appointment online, by phone 9987 1007 or in person.
We also accept walk in patients throughout the day. Please note- you are not guaranteed a time as a walk in, when you arrive the receptionist will give you an estimate only of your wait time. At the end of each day, we will stop accepting walk in patients when we are at capacity for our closing time. Please DO NOT expect to be seen as a walk in patient at the end of the day.
No show policy
If you do not give at least 90 minutes notice of an appointment cancellation or not show up more than 3 times per year, we will no longer accept appointments from you. Walk in and wait will be your only option.
Walk in policy
Please note if you have come without an appointment, our GP’s are happy to fit you in and consult on the following issues:
Urgent or unexpected conditions on the day
One issue consultations eg. Prescription or medical certificate or referral.
If you need a form filled in, a mental health care plan, chronic disease management plan or have multiple medical issues you wish to discuss, please make an appointment, as these issues require considerable time to be done correctly and cannot be fit in as a walk in.
Also, if you request a particular GP without an appointment you are likely to have a longer wait time.
An appointment is required in order for your GP/doctor to issue a medical certificate for medical conditions requiring time off work. Medical certificates cannot be backdated.
Management of your Personal Health Information
Your medical record is a confidential document. 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. We abide by the ten National Privacy Principles available at http://www.privacy.gov.au/health/index.html
Transferring medical records
If you would like to have your medical records transferred to us from another medical centre, please ask the receptionist and this will be organised for you. Please be aware that most medical centres charge a small fee to transfer medical records to cover the cost of printing and postage.
Home visits are not available during our opening hours.
For medical emergencies, dial 000. For after hours home visits please call 137 425 (13SICK) for a bulk billed visit through a third party operator.. Or call our after hours number 1900 959 009 to talk to one of our GP's and arrange a home visit. Private fee of $250 charged for this visit. The closest public hospital to the surgery is Hornsby Hospital (9477 9123)
Telephone Access to Doctors
The doctors may be contacted during normal surgery hours. If the doctor is with a patient, a message will be taken and the reception staff will advise you when it is likely that the doctor will return your call. If your call is concerning a medical emergency, please let the receptionist know and you will be put straight through to your doctor.
It is a practice policy that no consultation will be conducted via email as we cannot guarantee confidentiality. If you need to speak with a GP or need medical advice please call the practice and schedule an appointment. We do not take or change appointments by email. Please use our HotDoc app for this service, or call the practice.
Changing Personal Details
Please inform our staff of any changes to your name, address, phone number, health care card, and pension or Medicare number.
If you are unhappy or have a complaint regarding any aspect of your care, please discuss the matter with your GP/doctor or with practice staff.You can email the practice manager directly at firstname.lastname@example.org . If you feel that you are unable to speak to us directly, you may also contact the Health Care Complaints Commission on 1800 043 159.
Hornsby Fountain Medical Centre continuously looks for ways to improve our services to our patients. If you have any concerns or suggestions for ways we could improve our services or facilities, please contact our practice manager by email at email@example.com
All our GP/doctors have access to a telephone interpreter service. This needs to be booked in advance so please advise reception when booking your appointment if this service is required.