ZERO TOLERANCE POLICY
Our staff are proud to assist you with your healthcare needs. You will be treated with courtesy and respect at all times, and in return we ask that you & anyone you bring with you to the practice treat our administrative and clinical staff with the same respect.
We have a ZERO TOLERANCE approach to any disrespectful, aggressive or violent behaviour - physical or verbal - towards our staff or other patients. This includes shouting, swearing, offensive gestures, name calling and making threats.
If a patient (or anyone a patient brings with them to the practice) is demeaning, aggressive, abusive or violent towards our staff and/or other patients - in person or over the phone - they will be asked immediately to leave the surgery and attend a different medical practice in future.
This includes comments made on social media and online review platforms.
We are all human and have bad days, but there is no excuse for abuse.
If there is an issue you would like to address, please ask to speak with the practice manager.
We have a ZERO TOLERANCE approach to any disrespectful, aggressive or violent behaviour - physical or verbal - towards our staff or other patients. This includes shouting, swearing, offensive gestures, name calling and making threats.
If a patient (or anyone a patient brings with them to the practice) is demeaning, aggressive, abusive or violent towards our staff and/or other patients - in person or over the phone - they will be asked immediately to leave the surgery and attend a different medical practice in future.
This includes comments made on social media and online review platforms.
We are all human and have bad days, but there is no excuse for abuse.
If there is an issue you would like to address, please ask to speak with the practice manager.
APPOINTMENTSAll consultations are by appointment only. If you have an urgency, you will be triaged by our nurses. Priority will always be given to acute injuries and illnesses. Patient details are verified at each appointment. It is the PATIENT’S responsibility to ensure all details are up to date. Please refer to our Appointments & Fees page for more info. Medical reps are seen on an appointment-only basis with Dr Kym McGregor only. Doctors will not sign to receive samples without prior arrangement. Requests for lunch meetings can be made by emailing the practice manager. |
MISSED APPOINTMENTSA missed appointment fee of $100 may be charged if you fail to attend your appointment or provide sufficient notice for cancellation. This applies to ALL patients regardless of pension status. This fee carries no rebate and must be paid before any further bookings will be made. We accept payment by card only. No cash is used or kept on the premises. |
TEST RESULTSResults will not be given over the phone by reception staff, as they are not trained to comment on these matters. Please schedule an appointment with the doctor who ordered the test. If requested by the doctor, a nurse may be able to inform you of your result and whether further management is required. Otherwise, you will be asked to attend an appointment in clinic or via telehealth. |
PHONE CALLSPlease be advised that phone calls with the doctor are considered an appointment. If you do not have an appointment, but wish to speak with your doctor, your call will be triaged by the nurse. If it's not an emergency, we will book you the next available appointment with the doctor. |
REFERRALS,
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FEES AND BILLING
As a bulk billing practice, all Medicare eligible services are bulk billed. You will be kept up to date if this changes.
Non-Medicare eligible services such as employment medicals, commercial driver’s license, Worker's Compensation or medical/insurance reports will attract a fee.
Non-Medicare eligible services such as employment medicals, commercial driver’s license, Worker's Compensation or medical/insurance reports will attract a fee.
HOME VISITS
Home visits during business hours are not common practice, but may be considered for regular patients whose medical conditions prevent them from attending the practice.
This is solely at the discretion of the GP.
This is solely at the discretion of the GP.
REMINDER SYSTEM
Our practice uses SMS appointment reminders and recall reminders through HotDoc .
Koobil Street Medical is committed to preventative care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care.
If you do not wish to be part of this system please let reception know.
Koobil Street Medical is committed to preventative care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care.
If you do not wish to be part of this system please let reception know.
MEDICAL TRAINEES
Koobil Street Medical is a teaching practice.
As such, GP registrars (doctors specialising in general practice medicine) join the practice on 6-12 month rotations, and medical students might be shadowing your doctor.
If you do not wish for the medical student to participate in your consultation, please let the receptionist or your doctor know.
As such, GP registrars (doctors specialising in general practice medicine) join the practice on 6-12 month rotations, and medical students might be shadowing your doctor.
If you do not wish for the medical student to participate in your consultation, please let the receptionist or your doctor know.
FEEDBACK/COMPLAINTS
Feel free to talk to your doctor, the receptionist or practice manager about any suggestions, complaints or compliments you might have.
If you would prefer to remain anonymous or make it a more formal process, please fill in a paper form, located near the feedback box in the waiting room (or downloaded from our website).
Post the form in the Feedback box, and if a reply is required this will be attended to.
If you require any further assistance regarding your dealings with Koobil Street Medical, you can contact the Office of the Health Ombudsman on 133OHO (133 646) | Web link: www.oho.qld.gov.au
If you would prefer to remain anonymous or make it a more formal process, please fill in a paper form, located near the feedback box in the waiting room (or downloaded from our website).
Post the form in the Feedback box, and if a reply is required this will be attended to.
If you require any further assistance regarding your dealings with Koobil Street Medical, you can contact the Office of the Health Ombudsman on 133OHO (133 646) | Web link: www.oho.qld.gov.au
PRIVACY POLICY
Your medical record is a confidential document.
It is 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.
We comply with both the Information Privacy Act 2009 (Qld) and the Privacy Act 1988.
You can view our privacy policy here or please request one from reception staff.
It is 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.
We comply with both the Information Privacy Act 2009 (Qld) and the Privacy Act 1988.
You can view our privacy policy here or please request one from reception staff.
