Every medical record belonging to our patients is a confidential document. It is the policy of UniSA Health – Medical Clinic to maintain the security of personal health information at all times and to ensure that individual patient information is only available to authorised members of staff.
From time to time our practice undergoes quality control audits (for accreditation) which include a review of medical records. These reviews are carried out by another qualified doctor (not from this practice), on a small number of randomly selected medical records. If you do not want your notes to be reviewed in this way, please let our receptionist know and we will ensure your notes are not included in any quality control audit.
In the interests of better health care, the doctors will not write repeat prescriptions without seeing the patient. All requests for prescriptions must be via an appointment with the doctor.
It is practice policy that patients make appointments to follow up the results of any tests that they have had taken. Unless advised otherwise, results will not be provided over the telephone.
Every effort is made to keep appointment times however delays can occur due to unforeseen and emergency needs. We appreciate your patience during these times.
Doctors are not available to take telephone calls during consulting times. Messages can be taken and returned as soon as possible. Urgent calls will be handled by a practice nurse.
If you speak a language other than English and require interpreting assistance, please advise the Practice so arrangements for interpreting can be arranged.
UniSA health welcomes feedback from patients. Customer Feedback Forms are available either at reception, or can be downloaded HERE. Forms can be placed in the Patient Feedback box located in reception, or emailed to the Practice Manager at: firstname.lastname@example.org
On a regular basis the Practice invites patients to complete a questionnaire on their views of the practice and how it could be improved. We use an independent provider to review and report on this feedback to ensure confidentiality. The feedback is also compared with other Practices and helps us consider improvements to our services and facilities.
Where the feedback is a complaint with any aspect of the service we will investigate the matter, with the treating Doctor if appropriate, and confirm the outcome of the investigation to you in writing.
While we believe it is best to handle feedback locally however if you wish to address it through external parties you may contact the following agency:
Health and Community Services Complaints Commissioner
Level 4, East Wing, 50 Grenfell Street, Adelaide, SA 5000
PO Box 199, Rundle Mall SA 5000.
Complaints: 08 8228 8666/ Freecall 1800 232 007
Hours: 10.00am to 4.00pm Monday to Thursday