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Practice Information

Kooringal Medical Centre has been servicing the Wagga Wagga community for over 35 years. Constantly we are praised for our warm, caring and welcoming environment and the exceptional care given to patients by our Quality Doctors. Kooringal Medical Centre cares about your health.

Practice Hours and After Hours:

Detailed below are our hours of operation, along with the Wagga GP After Hours Service, with whom we are affiliated.

Kooringal Medical Centre
295 Lake Albert Road
WAGGA WAGGA NSW 2650
PH: 02 6922 6855

Monday – Friday : 8:30am – 6:00pm
Saturday : 9:00am – 12:00pm
Sunday : Closed
Public Holidays : Closed

Wagga GP After Hours Service
1/185 Morgan Street
WAGGA WAGGA NSW 2650
PH: 02 6931 0900

Monday – Friday : 7:00pm – 9:00pm
Saturday : 6:00pm – 9:00pm
Sundays : 9:00am – 1:00pm,  5:00pm – 9:00pm
Public Holidays : 9:00am – 1:00pm, 5:00pm – 9:00pm

 

Appointments:

Urgent medical matters are always dealt with promptly.  If it is a medical emergency, we recommend you Dial 000 for an ambulance, or present to the Emergency Department, at Wagga Wagga Base Hospital, Docker Street, Wagga Wagga, Tel: 02 5943 1000.

If you have an urgent medical matter, please phone and advise reception that the matter is urgent.  Urgent matters are given priority.  The matter will then be handed over to a practice nurse for triage, and a Doctor will become involved if necessary.

 

Seeing a doctor or nurse requires making an appointment – Our consulting hours are from 8:30am to 6pm, Monday to Friday and from 9am to 12 noon on Saturdays.  Appointments can be made by phoning our rooms on 02 6922 6855 or booked online via our Home Page.

Walk-in appointments – Walk-in patients are offered the first available consultation and will usually be required to wait.

Multiple family members to be seen – Please request an appointment for each family member.

Booking a Longer Consultation – There are occasions when you will need to book a longer appointment, such as when your health problem is complex or you have multiple problems that need to be addressed.  Similarly longer appointments should be requested for work or insurance medicals, counselling for emotional difficulties, or when seeking a second opinion from a different doctor.

Cancellations and rescheduling – If you are unable to make your appointment, please call to let us know in advance. We can then arrange another appointment time.  Failure to cancel your appointment could generate a non-attendance fee.

Reminders –  Our practice is committed to preventative care. We may issue you with a reminder notice from time to time offering you preventative health care. If you do not wish to be part of this service, please inform your doctor.

Waiting times –  Please understand that as illnesses are unpredictable conditions, appointment times cannot always run on time.
Our doctors, nurses and receptionists make every attempt to keep appointments running to their scheduled time however; unforeseen circumstances may create occasional delays.

Home visits –  If a home visit is requested the call will be triaged by the nursing staff, and if possible the patient will be asked to attend the clinic.  If the matter is urgent a Doctor will be consulted and if deemed necessary the patient will be advised to call an ambulance.  If the patient does not need an ambulance but a home visit is warranted the Doctor will schedule a home visit.

Communication Services (Interpreter & National Relay Services NRS for hearing impaired)

To help our GP’s ensure they fully understand the nature of their your problem and that you fully understand the outcome of the consultation, please advise reception staff of any communication needs at the time of booking your appointment.

 

FAQs

Prescriptions may be written during a consultation. If you need repeat prescriptions please phone for a script appointment.
If you haven’t seen the GP in a six month period an appointment to see the Doctor is required.

Referrals to specialists can be done at the time of consultation and are valid for 12 months. You may require another appointment if your referral runs out.  Our doctors cannot back date referrals.

Test Results are mostly received electronically, and often within a few days of having your test performed, however some tests may take much longer.  Your doctor will give you guidelines as to how long your results would normally be expected to take to arrive.

We ask that you contact us 3-5 days following your tests for the results, unless instructed otherwise.  In the event of an urgent result, we will contact you, however it is imperative that if you have not heard from us, that you phone us to ensure that your tests are within normal limits.

Please be aware that we can only pass on test results directly to the patient, or in the case of a child, the parent or guardian.  We also make provision for those who have Enduring Power of Attorney over Health Matters.

 

Our Fees and Payment of Accounts:

 Kooringal Medical Centre DOES NOT issue accounts to individuals unless by prior arrangement.
FULL PAYMENT is to be made at the time of the consultation.

 

Standard Consults:   (Medicare Rebate – $ 37.05)

Pvt Patients   –   $69

Pensioners   –   $59

Health Care Card   –   $64

 

Complex Consults:   (Medicare Rebate – $ 71.70)

Pvt Patients   –   $132

Pensioners   –   $102

Health Care Card   –   $112

 

All children <16y.o. are Bulk Billed, except on Saturdays.

Saturday morning clinic rates – ALL Standard Consults $75 (NO discounts apply)

In the event where there is an overdue account, and this is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.

Kooringal Medical Centre has taken every care to inform its patients of the above Terms and Conditions and has these placed on waiting room notice boards; displayed at reception; included in the Patient Information Sheet which patients are required to complete upon their first presentation at Kooringal Medical Centre.

 

Communication Policy  (Also see Privacy Policy)

Due to privacy concerns, with the exception of children under 16 years of age, we can only speak with the patient about any health related matters unless we have permission from them allowing us to speak with a third party.  For children under 16 years of age, we are able to speak with the parent.  If you wish to give consent for us to speak to someone else on your behalf, this can be noted on our files for future reference.

We may try and contact you regarding test results and messages from the doctor.  We will only contact you regarding your test results if they are abnormal or require action.  If you have not heard from us, please ring us on 02 6922 6855 to ensure that your results have been reported as normal.  We may also try and contact you to confirm or change appointment.

We will try to contact you by telephone, using the numbers that you have listed, and we will leave a message on voicemail asking you to return our call.  If we are still unsuccessful after 3 attempts, we will send you a letter.  Please ensure that your contact details are correct at all times.  If it is urgent, we will also try to contact your next of kin or emergency contact person that you have nominated.

We may also contact you for routine follow up and routine recalls and reminders.  In these instances we will send you a reminder letter in the mail.  We will be soon implementing SMS reminders and recalls which we hope will be a positive change for us all.  Please let our staff know when you are next speaking with us if you consent to this service.

Can I speak to my doctor on the telephone? Your doctor is available to speak with you about important problems. If the doctor is with a patient, the doctor may not be able to speak with you immediately, but will return your call.

If your call is an emergency, you may be transferred to our nursing staff for immediate attention and advice and she will speak with the doctor on your behalf where necessary.  Don’t forget, if it is an emergency, please call 000.

Phone Calls and Emails –  If a patient would like to speak with his/her Dr, it will be up to the GP’s discretion. A receptionist will normally take a message on the Doctors behalf, and will only interrupt a consultation if the matter is urgent.  A hard copy of the email will be given to the doctor/staff member.  We do not accept appointment bookings via email.

 

Privacy Policy

 Your medical record is a confidential document. 

It is the policy of Kooringal Medical Centre to maintain security of personal health information at all times. 

Our Privacy Policy guidelines are detailed below.

Introduction

Kooringal Medical Centre is committed to protecting the privacy of patient information and to handling your personal information in a responsible manner in accordance with Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation (referred to as privacy legislation).

This Privacy Policy explains how we collect, use and disclose your personal information, how you may access that information and how you may seek the correction of any information.  It also explains how you may make a complaint about a breach of privacy legislation.

This Privacy Policy is current from 1st January 2015.  From time to time we may make changes to your policy, processes and systems in relation to how we handle your personal information.  We will update this Privacy Policy to reflect any changes.  Those changes will be available on our website and in the practice.

 

Collection and use of your information

We collect information that is necessary and relevant to provide you with medical care and treatment, and to manage our medical practice.  This information may include your name, address, date of birth, gender, health information, family history, credit card and direct debit details and contact details.  This information may be stored on our computer medical records system and/or in the hand written medical records.

Wherever practicable we will only collect information from your personally.  However, we may also need to collect information from other sources such as treating specialists, radiologists, pathologists, hospitals and other health care providers.

We collect information in various ways, such as over the phone or in writing, in person at our medical centre, or over the internet if you transact with us online, or over the internet from other sources mentioned above using Argus Software, which transmits secure encrypted documents to our practice.

In emergency situations we may also need to collect information from your relatives or friends.  We may be required by law to retain medical records for certain periods of time depending on your age at the time we provide services.

 

Disclosure of your Information

We will treat your personal information as strictly private and confidential.  We will only use or disclose it for purposes directly related to your care and treatment, or in ways that you would reasonably expect that we may use it for your ongoing care and treatment.  For example, the disclosure of blood test results to your specialist or requests for X-rays.

There are circumstances where we may be permitted or required by law to disclose your personal information to third parties.  For example, to Medicare, Police, insurers, solicitors, government regulatory bodies, tribunals, courts of law, hospital, or debit collection agents.  We may also from time to time provide statistical data to third parties for research purposes.

We may disclose information about you to outside contractors to carry out activities on our behalf, such as an IT service provider, solicitor or debt collection agent.  We impose security and confidentiality requirements on how they handle your personal information.  Outside contractors are required not to use information about you for any purpose except for those activities we have asked them to perform.

 

Data Quality and Security of your Information

We will take reasonable steps to ensure that your personal information is accurate, complete, up to date and relevant.  For this purpose our staff may ask you to confirm that your contact details are correct when you attend a consultation.  We request that you let us know if any of the information we hold about you is incorrect or out of date.

Personal information that we hold is protected by:

.   Securing our premises
.   Placing passwords and varying access levels on databases to limit access and protect electronic information from unauthorised interference, access, modification and disclosure.

 

Electronic Mail / SMS

Our Practice sends and receives letters and reports to and from our clinical software to other providers through the use of Argus secure messaging software.  Argus uses national infrastructure and is complaint with Australian eHealth and privacy standards including:

  • National Health Services Directory (NHSD)
  • Secure Message Delivery (SMD)
  • eHealth Practice Incentives Program (ePIP)
  • HL7 and CDA message and document formats

By adhering to the use of Argus software this practice ensures that messages are encrypted with an appropriate PKI certificate and remain so for the entire transmission process.  This practice does not support or allow the use of insecure, electronic methods of transmission for correspondence containing identifiable clinical information including, but not limited to:

  • General email
  • Email secured with non-complaint Australian eHealth and privacy standards
  • Electronic faxing
  • Unsecured web based forms

Practice Email

Kooringal Medical Centre currently uses Argus and Healthlink to transfer medical information electronically.  Where possible we prefer to receive correspondence in any of these formats.

We discourage all patients from using general email to send personal information to the practice.  On our outgoing email messages we display a notice that informs the receiver that sending emails that are not encoded may be illegally accessed by third parties.

 

Practice SMS

Kooringal Medical Centre uses SMS messaging to remind patients of their upcoming appointments or to contact the practice for results or recalls.  We rely on patients responding to the text or contacting the practice to follow up on any message received.  Please let us know if your mobile phone number changes.

 

Correction

If you believe that the information we have about you is not accurate, complete or up-to-date.  We ask that you contact us in writing (see details below).

 

Access

You are entitled to request access to your medical record.  We request that you put your request in writing and we will respond to it within a reasonable time.

There may be a fee for the administrative costs of retrieving and providing you with copies of your medical records.

We may deny access to your medical records in certain circumstances permitted by law, for example, if disclosure may cause a serious threat to your health or safety.  We will always tell you why access is denied and the options you have to respond to our decision.

 

Anonymity

Under privacy legislation, you can choose to remain anonymous if it is lawful and practicable to do so.  In a medical context it could be dangerous for you to remain anonymous and it is not possible to claim Medicare and health insurance rebates without giving some identifying information.

 

Complaints (Privacy of your Personal Information)

If you have a complaint about the privacy of your personal information, we request that you contact us in writing.  Upon receipt of a complaint we will consider the details and attempt to resolve it in accordance with our complaints handling procedures.

If you are dissatisfied with our handling of a complaint or the outcome you may make an application to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.

 

Overseas Transfer of Data

We will not transfer your personal information to an overseas recipient unless we have your consent or we are required to do so by law.

 

Contact

Please direct any queries, complaints, requests for access to your medical record to the Practice Manager, Kooringal Medical Centre.