Patient Communication Standards and Policies

Communication Policy

Receiving and Returning Phone Calls

General enquiries may be directed to our reception staff, who will provide the best possible assistance and information. If the matter is urgent, patients should advise the receptionist so that the matter can be assessed and directed appropriately.

Auburn Road Medical Centre is committed to patient safety and recognises the risk of providing incorrect or inappropriate medical advice without proper clinical assessment. Reception staff and practice nurses will not provide, interpret, explain, or discuss pathology results, imaging results, diagnostic test results, or other clinical reports directly with patients. Such results must be reviewed and communicated by the treating doctor or an appropriately authorised clinician.

Wherever possible, patients are encouraged to arrange either a telehealth or in-person consultation with one of our doctors, as appropriate to their clinical needs.

 

Results and Correspondence

  • Call us anytime to check if your test results or other clinical correspondence has been received by us. Please allow 3 to 5 days for routine test results, unless marked urgent by your doctor.
  • A follow-up appointment will be needed to discuss abnormal results or some types of clinical correspondence. Patients will be contacted by SMS, email, or telephone and advised to arrange either a telehealth or in-person appointment with one of our doctors

Reminder Recalls

  • From time to time to perform preventative health assessments and to educate patients of the need to undergo certain tests as recommended by the Royal Australian College of General Practitioners (RACGP), your doctor may choose to include a reminder in your medical record.
  • Our practice nurse will speak to you over telephone to discuss these appointments. If you change your telephone or address, or if you prefer not to receive this reminder, please advise our practice nurse.
Doctor using digital rating system on tablet.

Patient Feedback

Our practice respects the rights of patients to have an accessible and confidential channel to provide positive or negative feedback. Suggestions to improve the practice services are welcome. Our practice encourages to complete suggestions or complaints form available at the front desk. For matters unresolved by the practice, patients can pursue such matters externally. The appropriate body to raise complaints externally is the Health Complaints Commissioner and their contact details are 1300 582 113.

Appointment

Please dial 000 or go to the nearest hospital emergency department if you have chest pains, uncontrolled bleeding, poisoning, constant vomiting, serious breathing problems, or anything else you deem as life or limb threatening. 

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Open Hours

Open Hours

  • Mon & Wed: 9:00 AM - 6:00 PM
  • Tue - Thu and Fri: 9:00 AM - 5:00 PM
  • Sat: 9:00 AM - 2:00 PM
  • Sun: Closed
  • Public Holiday: Closed
  • After-Hour Service: Call 13SICK (13 7425) for a bulk-billed, after-hours Doctor home visit