Patient Information

Being late is annoying for patients and stressful for staff and GPs. We are keen to improve our lateness. One of the problems is that our consultations are running overtime. Just 4 minutes extra per consultation means that the doctor is 1 hour late by lunchtime. You can help by being aware that your time with the doctor will be about 10-12 minutes, being understanding if the doctor suggests you come back to address remaining issues if they all cannot be addressed in the consultation structure, by understanding that a “fit in” appointment is for really urgent, cannot wait conditions on the day, and deal only with that one urgent problem. Please advise the reception staff if you require a longer consultation.

Did you know that if you are already a patient of Victoria Street Clinics you can make your next appointment online using our HotDoc app or online booking feature or smart phone app?

Please note that not all doctors choose to have online appointments. Online bookings are currently available for Dr Dry, Dr Rahel, Dr Madu, Dr Nairn, Dr Ginita, Dr Serban, Dr Deepthi, Dr Bruno, Dr Vitalii, and Dr Elena.

We can offer video consultations with some specialists, providing your doctor considers it safe and appropriate for your care. Reception can make the appointment for you once your referral has been organised. We can offer teleconference appointments during our usual opening hours. The teleconference is held on site with your specialist and general practitioner. Please speak to your GP or ask at reception for more information.

If for some reason you are unable to keep, or no longer require your appointment, we ask that you cancel your appointment by phoning our reception staff at least 2 hours prior to your appointment time.  This will mean fewer wasted appointments and will help us to keep waiting times down.  If you do not cancel your appointment a cancellation fee may be charged. It is our practice policy to follow up all missed appointments.

For follow up of test results an appointment is preferred. If the test is important enough to be performed it is important enough to find out the results. If a GP requests a pathology and/or radiology test or refers you to a specialist or another health professional, it is your responsibility to ensure this is carried out. It is also your responsibility to contact your GP for results or to arrange a follow up appointment.

If you have had tests done and do require NON URGENT follow up we will send you a secure SMS message to advise you of this. Simply click the secure link in the SMS to verify your surname/DOB to read your message and book an appointment. If you would prefer not to receive SMS communication from the practice please let one of our friendly reception staff know so we can update your communication preference.

Primarily results follow up is your responsibility, if you wish to discuss this further please speak with your GP or practice staff.

The practice provides 24 hour care for patients on a shared roster system with GPs from this practice and Patrick Street Clinic.  Please phone our normal number 6425 2900 for details.   After hours calls are screened by GP Assist [Tasmania].  In the case of an emergency please proceed directly to hospital or dial 000 for an ambulance.

Victoria Street Clinic and Patrick Street Clinic alternate weekend clinics. Clinics at Victoria Street Clinic will start at 9:00am on Saturday and Sunday.  Weekend clinics are sit and wait sessions only. No appointments will be made. Please note this is for emergency treatment only, no routine appointments, account enquiries or phone calls. We appreciate your co-operation in this matter. There will be no bulk billing services available on the weekend.

We have an SMS reminder system in place.  If you wish to register for this reminder system, please notify reception staff.

Our practice is committed to maintaining the confidentiality 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. 

Your Personal Health Information and your Medical Record may be collected, used and disclosed for communicating relevant information with other treating doctors, specialists or allied health professionals, for disease notification as required by law, for legal related disclosure as required by law (E.G subpoena, court order, suspected child abuse), for research purposes (De-identified, you are not able to be identified from the information given) and for accreditation purposes.  If you have any concerns or wish to restrict access to your personal health information please discuss these with your doctor or receptionist.  We encourage patients to request their preferred GP when booking appointments. 

To provide continuity of care to patients, all doctors have access to records. We also encourage patients to assist us by letting us know if their personal information has changed. (E.G change of address or paperwork regarding guardianship/custody etc) To assist in appropriately tailored care for our patients, we are working towards recording patient’s cultural backgrounds, including self-identifying Aboriginals and Torres Strait Islanders. Please advise reception or your GP, so we can record all relevant information. This will help in the management of your health. We also encourage patients to provide us with the name of an emergency contact person and phone number.  Should there be an emergency and we are unable to contact you this person will be phoned.

If you wish to have a copy of the Patient Information Privacy Policy please ask at reception. We abide by the Australian Privacy Principles available at www.privacy.gov.au/health/index.html

There will be NO scripts for Drugs of Addiction prescribed to patients on their first appointment or at weekend clinics at Victoria Street Clinic. We feel that this an unfair request to place on a doctor that does not know your history. To avoid embarrassment please respect this policy. There is no exception to this policy.

Where drugs of addiction have been prescribed, we encourage you to have regular consultations with your doctor and encourage you to put a plan in place to reduce and cease these medications.

Patients requiring repeat prescriptions will be asked to make an appointment to see their doctors these scripts. Phone request will not be accepted. Please respect our policy.  For further information in regard to this policy please speak to your doctor.

If you have a problem, we would like to hear about it.  Please feel free to talk to your doctor or reception staff.  You may prefer to write to us or use our suggestion box located in the waiting room.  We take your concerns, suggestions and complaints seriously.  However, if you wish to take the matter further and feel that you need to discuss the matter outside of the surgery there are several options available including:

Health Care Complaints Commission, GPO Box 960, Hobart 7001 - www.healthcomplaints.tas.gov.au - Ph: 03 6166 4566 or Regional Free call number Ph: 1800 001 170.

Human Rights Commission – www.hreoc.gov.au

Commonwealth Ombudsman – www.combo.gov.au

The National Privacy Commissioner is able to receive complaints concerning privacy issues.  Complaints will have a response within 28 days.  Privacy hotline 1300 363 992