Our patients are able to contact a doctor 24 hours a day, 7 days a week for urgent attention. A receptionist is available from 8.30am to 5.30pm Monday to Friday and 8.30am to 12 noon on Saturday. Outside of these hours a recorded message will let you know who is the doctor on call and how to contact them. If you are unable to contact this practice please phone 000 for an ambulance or go straight to the University Hospital Emergency Department (Barwon Health) which is open 24 hours a day, 7 days a week.
If you need a doctor after regular consulting hours telephone the practice on 5261 4146 and the answering service will direct you. We share our after hours care with other practices in the area to ensure there is always a doctor available to you.
If you need a repeat prescription or medical certificate for work we run a Quick Clinic most days. Appointments are for 6 minutes and bulk billed so you are in and out and on your way. Ask reception for more details if you think this might be what you need.
Please phone the practice on 5261 4146 if you have to cancel your appointment.
We would appreciate 24 hours notice to enable us to book another patient in.
We understand that sometimes life gets in the way and appointments can be forgotten – most times this is a “once off” situation. However it is the policy of this practice to contact general practice patients by phone if they fail to attend an appointment to make sure everything is OK. If a second appointment is missed we will again contact them and then send a letter reminding them of our policy. If a third appointment is missed then the doctor may charge a cancellation fee of $50.00. If you have any questions regarding this policy please feel free to talk to our support staff or your doctor.
We are a private billing practice. We would appreciate payment on the day of consultation.
Fees are payable by most major credit card, Eftpos and cash and if your bank details are registered with Medicare we can submit the claim for you.
Please discuss with your doctor if your medical care is causing you financial difficulties.
Pensioners and health care card holders may be charged a reduced rate. However, some extended or more complex consultations may not be reduced.
Treatment room supplies including vaccines, dressings or some equipment used for certain procedures may attract non- Medicare rebateable fees on top of consultation fees. Please discuss with the practice nurse, reception or your doctor.
A cancellation fee of $50.00 may apply to appointments not attended of not cancelled with 24 hours notice.
(Level includes patient consulting
plus note taking and includes
complexity of issue )
In addition to consultations, treatments, investigations and procedures may incur costs that are not fully covered by Medicare or private health insurance and may result in out of pocket expenses to the patient. Patients referred to other health professionals for consultation or investigation may incur out of pocket expenses. Patients are strongly advised to contact the practitioner or organisation and confirm the likely nature of these expenses. We are happy to help with contact details.
If you have any concerns about your care or any complaints please discuss these with your doctor. We value your opinion on the service we provide and are always happy to receive comment either verbally or via our Suggestion Box in the waiting room. Periodically we will be giving patients a questionnaire to find out how you think we are doing. Any feedback on our practice helps us to deliver a better service and we are grateful for it. The practice manager, Jen Flakemore, is the person to contact if you have a complaint or wish to share feedback about the practice in general. Account queries can be directed to our support staff or the Practice Manager, either in person or by telephoning 5261 4146
We take complaints seriously and aim to resolve them quickly and fairly.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
The Office of the Australian Information Commissioner is able to receive complaints concerning privacy issues.
Complaints here will have a response within 28 days.
Office of the Australian Information Commissioner
Privacy hotline 1300 363 992.
GPO Box 5218
Sydney NSW 2001
Members of the public may make a notification to AHPRA ( Australian Health Practitioner Regulation Agency) about the conduct, health or performance of a practitioner or the health of a student. Practitioners, employers and education providers are all mandated by law to report notifiable conduct relating to a registered practitioner or student to AHPRA.
Your medical record is a confidential document. All information regarding individual patients cannot be disclosed in any form except for strictly authorised use within the patient care context at our practice or as legally directed. 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. All patient health information is considered private and confidential and is not disclosed to anyone without the patient’s consent. Staff are well educated on privacy laws and sign a confidentiality agreement when they start employment here.
Patients can obtain a copy of personal health information, further information on this can be obtained from reception.
This practice has developed a policy to protect patient privacy in compliance with Australia’s privacy legislation.
Current as of: 1/01/2019
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
What personal information do we collect?
The information we will collect about you includes:
names, date of birth, addresses, contact details
medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
Medicare number (where available) for identification and claiming purposes
health fund details.
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice will collect your personal information:
When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
During the course of providing medical services, we may collect further personal information. Information may be collected through Electronic Transfer of Prescriptions (eTP) or through the MyHealth system via a shared health summary or event summary.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
your guardian or responsible person
other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
your health fund, Medicare, or the Department of Veteran's Affairs (as necessary).
Who do we share your personal information with?
We sometimes share your personal information:
with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
with other healthcare providers
when it is required or authorised by law (eg court subpoenas)
when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
to assist in locating a missing person
to establish, exercise or defend an equitable claim
for the purpose of confidential dispute resolution process
when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
during the course of providing medical services, through Electronic Transfer of Prescriptions (eTP), MyHealth Record (eg via Shared Health Summary, Event Summary).
Only people that need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt-out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms as paper records, electronic records or in a visual format such as photos relevant to health treatment for example skin lesions.
Our practice stores all personal information securely. All electronic information is stored in protected information systems and any hard copy information is stored in a secure environment and only accessible to authorized persons. All staff and contractors sign confidentiality agreements and understand their obligations in relations to information privacy, confidentiality and security.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We prefer you to put this request in writing but if this is not possible you may make this request verbally and fill out the Request for Personal Health Information form. We shall acknowledge this request within 7 days and respond within 30 days. There is no fee for this request but fees may be charged for the printing of medical records from our electronic system. Our practice will takes reasonable steps to correct your personal information where the information is not accurate or up-to-date. From time-to-time, we will ask you to verify your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to the practice manager Georgina Orchard at firstname.lastname@example.org
How can you lodge a privacy related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. Please forward any privacy related complaints to:
We will acknowledge your complaint within 7 days and respond within 30 days.
You may also contact the OAIC. Generally the OAIC will require you to give them time to respond, before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 336 002.
Privacy and our website
We endeavour to ensure our website is as secure as possible; however, users need to be aware that the World Wide Web is not a secure medium. Karuna-maya Medicine takes no liability for any interference or damage to a user's computer system, software or data occurring in connection with this website. We strongly recommend user's take appropriate measures to ensure their computer is protected against third party interference whilst on the web.
External links to other websites
Recommendations or views purported on these websites are not necessarily reflective of those of Karuna-maya Medicine.
We do not collect or use any personal information on visitors to our website, through the use of “cookies” or other software or hardware techniques. We use Google Analytics to track website hits and other information when you access our website such as pages viewed, date and time visited etc. This information is used for statistical and website development purposes only. If you use our online contact form your contact details will be used for us to contact you in return. If you agree to join our newsletter your email address will be kept for this purpose.
Secure transmissions are not supported and if personal information is transmitted to the Practice via our email or our online contact form the practice cannot guarantee security of these transactions.
Policy review statement
Your doctor will need to see you for repeat prescriptions, or repeat referrals. We now offer a ‘Quick Clinic’ with one of our doctors most week days for such requests. Appointments are booked for six minutes only and are bulk billed. In and out and on your way!
If circumstances prevent you from attending a ‘quick clinic’ appointment you will need to make an appointment to see a doctor. On rare occasions it may be possible to request a prescription (at the doctor’s discretion). A fee of $20 will apply for this service. This fee will apply to all patients including pensioners and health care card holders.
If you need to speak to your doctor by phone and the matter is urgent please inform the receptionist. If your doctor is not available, we will arrange another doctor to speak to you immediately.
If the matter is not urgent please leave a message and the telephone number for the doctor to return your call when they are able to give you their full attention. If the subject matter is complicated please make an appointment to discuss matters with your doctor.
Your doctor will generally request that you make an appointment for discussion of test results. Depending on the nature of the test the doctor may sometimes suggest you can phone for the results. Reception staff will be able to check if the doctor needs to speak with you regarding the results of if the doctor has left a message for you. If possible the best time to phone is Monday to Friday before 5.00pm and Saturday from 11.00am to 12.00 noon. If you do need to speak with the doctor, and he or she is unable to take your call at the time, our reception staff will be able to arrange a suitable time for you to phone back or will take your details and get the doctor to phone at the earliest opportunity. If, for any reason, we try to contact you regarding test results and are unable to do so by telephone we will send you a Test Result Letter which is a letter from the clinic requesting you contact us..
The doctors at Karuna-maya Medicine appreciate that your time is important and do their best to run to time. However, the nature of general practice, especially when there are emergencies to be seen, makes this difficult as some patients may take longer than they realised. Unfortunately, this may make some delay unavoidable. If you are unable to wait or wish to reschedule please let the receptionist know and your doctor will be informed.
If you are very unwell, particularly if you have chest pain or trouble breathing please inform reception immediately.
If your appointment is for a routine matter and you wish to reschedule please arrange this with the receptionist.
We do our best to contact patients and inform them of delay if we can, so please make sure all your contact details are up to date
The doctors are able to make home visits to our patients who are severely ill or infirm and unable to come to the clinic. Please telephone the clinic on 5261 4146 if this is the case and the receptionist will arrange for a home visit or put you through to your doctor, if available, or the on call doctor..