FREQUENTLY ASKED QUESTIONS
Springwood Group General Practice offers a range of clinical services, investigations and treatments to meet the needs of our patients.
- Appointments
- Test results
- Urgent advice
- Home visits and after hours
- Privacy and medical records
- Practice information
- Other
APPOINTMENTS
How long is a standard appointment?
A standard appointment is usually booked for 15 minutes. The frequency of visits should be discussed with your doctor so that you are seen at appropriate intervals that meet your specific health needs.
Please ask the receptionist to book a longer consultation if you need a general check-up, have multiple or complex problems or need a consultation that will include counselling. If the doctor has asked you to arrange an appointment for a procedure, they will indicate how long will be needed for that procedure, and whether our nurses and treatment rooms needs to be booked as well.
What does a travel medicine and vaccination consultation cost?
Travel health is provided by our doctors and nurses who have undertaken extra training and certification. If you telephone for an appointment you must inform reception that you need a travel medicine consultation so that you will be given an appointment with an appropriate doctor and which is typically a long consultation lasting 30 minutes. If you book online always book a long consultation time.
The cost of any vaccines given for travel is not provided under Medicare (MBS) and a private fee will be charged in addition to the cost of a consultation. Some private health insurers may reimburse part of the cost of the vaccinations given. If you might also require Yellow Fever vaccination then you must bring a copy of your detailed travel itinerary and a valid passport.
Do I need an appointment for a repeat prescription for medication?
Yes. In most cases you will need to make an appointment unless there is a specific reason that makes that unnecessary or not possible.
Even if you require only a prescription to be written, then the doctor may charge a fee for that consultation.
All chronic conditions require regular review to ensure the goals of treatment are being achieved. For your safety this should apply to all services including checking blood pressure, performing blood tests and prescribing medications.
Do I need an appointment for a specialist referral?
Yes. Medicare requires that you have a current referral letter from your GP to see a specialist. Referrals to specialists are valid for only twelve months and it is not legal to backdate a referral. Therefore we request that you make an appointment with your GP at least one week prior to your specialist appointment so that we can write a letter containing all the current relevant information.
Do I need an appointment for a medical certificate?
Yes. A certificate states that the doctor has seen you to certify any illness or injury. This document has legal standing so you must make an appointment to see a GP if you require a medical certificate.
Can I make an urgent appointment on the day I need it?
We aim to make appointments available every day for urgent bookings. These urgent same-day appointments are available by telephoning the practice after 7:45 am. We suggest you telephone as early as possible when you have determined that you have an urgent medical problem. The reception staff member may ask you to speak with a doctor or nurse to determine the best approach to managing an urgent appointment.
A standard appointment is usually booked for 15 minutes. The frequency of visits should be discussed with your doctor so that you are seen at appropriate intervals that meet your specific health needs.
Please ask the receptionist to book a longer consultation if you need a general check-up, have multiple or complex problems or need a consultation that will include counselling. If the doctor has asked you to arrange an appointment for a procedure, they will indicate how long will be needed for that procedure, and whether our nurses and treatment rooms needs to be booked as well.
What does a travel medicine and vaccination consultation cost?
Travel health is provided by our doctors and nurses who have undertaken extra training and certification. If you telephone for an appointment you must inform reception that you need a travel medicine consultation so that you will be given an appointment with an appropriate doctor and which is typically a long consultation lasting 30 minutes. If you book online always book a long consultation time.
The cost of any vaccines given for travel is not provided under Medicare (MBS) and a private fee will be charged in addition to the cost of a consultation. Some private health insurers may reimburse part of the cost of the vaccinations given. If you might also require Yellow Fever vaccination then you must bring a copy of your detailed travel itinerary and a valid passport.
Do I need an appointment for a repeat prescription for medication?
Yes. In most cases you will need to make an appointment unless there is a specific reason that makes that unnecessary or not possible.
Even if you require only a prescription to be written, then the doctor may charge a fee for that consultation.
All chronic conditions require regular review to ensure the goals of treatment are being achieved. For your safety this should apply to all services including checking blood pressure, performing blood tests and prescribing medications.
Do I need an appointment for a specialist referral?
Yes. Medicare requires that you have a current referral letter from your GP to see a specialist. Referrals to specialists are valid for only twelve months and it is not legal to backdate a referral. Therefore we request that you make an appointment with your GP at least one week prior to your specialist appointment so that we can write a letter containing all the current relevant information.
Do I need an appointment for a medical certificate?
Yes. A certificate states that the doctor has seen you to certify any illness or injury. This document has legal standing so you must make an appointment to see a GP if you require a medical certificate.
Can I make an urgent appointment on the day I need it?
We aim to make appointments available every day for urgent bookings. These urgent same-day appointments are available by telephoning the practice after 7:45 am. We suggest you telephone as early as possible when you have determined that you have an urgent medical problem. The reception staff member may ask you to speak with a doctor or nurse to determine the best approach to managing an urgent appointment.
TEST RESULTS
Can I get my test results over the phone?
Yes we are often able to confirm test results over the phone and provide advice from our practice nurses within two working days following test collection. The doctor will usually attach a message to the test result and our nurses will assist with advice for follow up. However if you need further information you will need to make an appointment with your doctor.
Can I get a family member's test results over the phone?
A family member can access your test results only with your express permission. Privacy laws make it illegal to disclose any information about a patient without their prior consent. If you want a family member to have access to your results, you will need to have that noted that in your file.
Yes we are often able to confirm test results over the phone and provide advice from our practice nurses within two working days following test collection. The doctor will usually attach a message to the test result and our nurses will assist with advice for follow up. However if you need further information you will need to make an appointment with your doctor.
Can I get a family member's test results over the phone?
A family member can access your test results only with your express permission. Privacy laws make it illegal to disclose any information about a patient without their prior consent. If you want a family member to have access to your results, you will need to have that noted that in your file.
URGENT ADVICE
Can I talk to a nurse over the phone for an urgent issue?
Yes, if there is an urgent medical issue we can arrange for phone contact with a nurse. If needed, a doctor will also be contacted.
Most doctors will not be able to take non-urgent patient phone calls during a consultation, as it is important to keep interruptions to a minimum. If the matter is urgent please let reception staff know so that your call can be dealt with appropriately.
Yes, if there is an urgent medical issue we can arrange for phone contact with a nurse. If needed, a doctor will also be contacted.
Most doctors will not be able to take non-urgent patient phone calls during a consultation, as it is important to keep interruptions to a minimum. If the matter is urgent please let reception staff know so that your call can be dealt with appropriately.
HOME VISITS AND AFTER HOURS
Do your doctors make home visits?
Some of our doctors can assist with pre-arranged home visits. Home visits are only available if the patient is unable to come to the surgery due to illness or frailty. A home visit will usually be scheduled at the completion of a doctor’s usual practice session.
What about after-hours care?
Our practice aims to provide the best quality care at all times. We believe that if we can deliver excellent healthcare and advice during our regular opening hours, then we will also be able to manage the provision of non-emergency after hours care ourselves. Our principal doctors will make themselves available to take phone calls from regular patients of our practice in the after-hours periods.
How do I contact the doctor after hours?
If you telephone after hours you will hear a recorded message giving the phone numbers for our own practice doctors who provide after hours cover. Practice phone number: (07) 3208 6122
You may also contact 1-3-HEALTH, hospital emergency departments or an after hours medical service if appropriate, including Brisbane After Hours Doctors Phone: 1300 466 337
Some of our doctors can assist with pre-arranged home visits. Home visits are only available if the patient is unable to come to the surgery due to illness or frailty. A home visit will usually be scheduled at the completion of a doctor’s usual practice session.
What about after-hours care?
Our practice aims to provide the best quality care at all times. We believe that if we can deliver excellent healthcare and advice during our regular opening hours, then we will also be able to manage the provision of non-emergency after hours care ourselves. Our principal doctors will make themselves available to take phone calls from regular patients of our practice in the after-hours periods.
How do I contact the doctor after hours?
If you telephone after hours you will hear a recorded message giving the phone numbers for our own practice doctors who provide after hours cover. Practice phone number: (07) 3208 6122
You may also contact 1-3-HEALTH, hospital emergency departments or an after hours medical service if appropriate, including Brisbane After Hours Doctors Phone: 1300 466 337
PRIVACY AND MEDICAL RECORDS
How are my medical records kept?
Our medical record is stored in a secure computer system that can be accessed only by our authorised doctors and nurses. Any doctor or nurse at our practice can use the medical record to assist you to manage your health.
Some specialist letters and most blood test results and radiology reports are sent to the practice electronically by secure email. Some public hospital discharge summaries are now also sent via secure encrypted email.
What about the My Health Record ?
Our practice supports the national e-health record. This service safely stores your health record summary where you can then authorise access for nominated health care providers. Your GP can contribute to your health record by uploading summary past medical history, medication lists and allergies with your permission. The service will provide a secure national system for emergency access to your health record with appropriate controls that you manage.
How is my confidentiality and privacy managed?
Our practice complies with the national standards regarding the management of health records and the relevant legislation regarding privacy. Our medical practitioners adhere to AGPAL principles and the AMA code of ethics regarding privacy and confidentiality. We are committed to:
- obtain consent before collecting information about you
- maintain confidentiality of your medical information and records
- provide you with access to the information we hold about you
Our medical record is stored in a secure computer system that can be accessed only by our authorised doctors and nurses. Any doctor or nurse at our practice can use the medical record to assist you to manage your health.
Some specialist letters and most blood test results and radiology reports are sent to the practice electronically by secure email. Some public hospital discharge summaries are now also sent via secure encrypted email.
What about the My Health Record ?
Our practice supports the national e-health record. This service safely stores your health record summary where you can then authorise access for nominated health care providers. Your GP can contribute to your health record by uploading summary past medical history, medication lists and allergies with your permission. The service will provide a secure national system for emergency access to your health record with appropriate controls that you manage.
How is my confidentiality and privacy managed?
Our practice complies with the national standards regarding the management of health records and the relevant legislation regarding privacy. Our medical practitioners adhere to AGPAL principles and the AMA code of ethics regarding privacy and confidentiality. We are committed to:
- obtain consent before collecting information about you
- maintain confidentiality of your medical information and records
- provide you with access to the information we hold about you
PRACTICE INFORMATION
Is the practice accepting new patients?
Yes most of the doctors are happy to see new patients. To find out which doctor is available please telephone reception.
You will find our patient enrolment form on this website. Please complete this document as accurately as possible and bring it with you at the time of your initial consultation. Please arrive early for your first consultation so that our reception staff can enter your details and so that our nursing staff can record your medical history in our system prior to your consultation with the doctor.
Is there a pharmacy nearby?
Yes we are located directly next to a full service pharmacy in the Arndale Shopping Centre.
Is there a pathology collection centre nearby?
Yes we are located directly next to a pathology collection centre.
Is car parking available?
The Arndale shopping centre provides ample car parking including undercover sites, and disabled parking bays for our medical practice.
Yes most of the doctors are happy to see new patients. To find out which doctor is available please telephone reception.
You will find our patient enrolment form on this website. Please complete this document as accurately as possible and bring it with you at the time of your initial consultation. Please arrive early for your first consultation so that our reception staff can enter your details and so that our nursing staff can record your medical history in our system prior to your consultation with the doctor.
Is there a pharmacy nearby?
Yes we are located directly next to a full service pharmacy in the Arndale Shopping Centre.
Is there a pathology collection centre nearby?
Yes we are located directly next to a pathology collection centre.
Is car parking available?
The Arndale shopping centre provides ample car parking including undercover sites, and disabled parking bays for our medical practice.
OTHER
What do I do if I have a complaint or a suggestion?
We aim to continually improve our health care services. If you experience any problems with our care please contact our practice manager Robyn or one of our principal doctors. If you have a problem that you believe can be easily resolved, it is generally best to speak directly to one of our doctors or nurses first. If you remain concerned please phone or write to the practice manager.
Should the matter not be resolved to your satisfaction after bringing it to our attention consider contacting the Health Quality and Complaints Commission ph 133656 or www.oho.qld.gov.au.
We abide by the National Privacy Principles available at www.privacy.gov.au/health/index.htm
Our practice adheres to the Medical Board of Australia Code of Conduct.
Will you remind me when I am due for regular health checks including 5 yearly cervical screening test or a vaccination?
Our practice employs a system for reminders either by SMS or mail for a variety of preventive activities. Please let our staff know if you would like to opt out.
We aim to continually improve our health care services. If you experience any problems with our care please contact our practice manager Robyn or one of our principal doctors. If you have a problem that you believe can be easily resolved, it is generally best to speak directly to one of our doctors or nurses first. If you remain concerned please phone or write to the practice manager.
Should the matter not be resolved to your satisfaction after bringing it to our attention consider contacting the Health Quality and Complaints Commission ph 133656 or www.oho.qld.gov.au.
We abide by the National Privacy Principles available at www.privacy.gov.au/health/index.htm
Our practice adheres to the Medical Board of Australia Code of Conduct.
Will you remind me when I am due for regular health checks including 5 yearly cervical screening test or a vaccination?
Our practice employs a system for reminders either by SMS or mail for a variety of preventive activities. Please let our staff know if you would like to opt out.
