Practice Policies

We operate under the Better Medical Privacy Policy. You can read details of this policy here: https://bettermedical.com.au/p...

Your medical record is a confidential document. It is the policy of Plaza Family Health to maintain the security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We have appropriate computer safeguards to protect your personal information. You have the right to access your personal health information under privacy laws.

If you require medical assistance outside of our opening hours, please call House Call Doctor on 13 55 66.

In a medical emergency, please call 000 and ask for an ambulance.

To obtain your results, you need to make a follow-up appointment with the doctor who you had your initial consultation with.

If you have abnormal results, we will make every effort to contact you. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We take feedback, complaints, and concerns very seriously.

Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with a member of our Practice Management team.

Alternatively, you can express any concerns you may have, including those related to privacy, using our enquiries form.

We will strive to resolve your concerns, in accordance with our resolution procedure. If you wish to take your complaint further, you may contact the Health Quality and Complaints Commission in Queensland, by mail: PO BOX 3089, Brisbane 4001 or phone: 3120 5999.

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

Please click here to download a copy of the Australian Charter of Healthcare Rights brochure.

We use recalls and reminders to help you stay up to date with recommended healthcare, follow-up appointments, health checks, vaccinations and screening.

We will make every effort to contact you when follow-up is required. However, it is your responsibility to attend recommended appointments and follow up on your healthcare.

Please ensure we have your current contact details so we can contact you when needed.

Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take a message to pass on. The Doctor or nurse will be in touch on the same day, or, if they are not available on the day, the next time they are scheduled to be in clinic.

Practice policy is that no consultation will be conducted via email. The practice will not usually discuss results over email as we cannot guarantee confidentiality. Exceptional circumstances may apply; however, this is at the doctor's discretion and must be communicated and agreed upon at the time of a face-to-face consultation.

Email is generally used only for correspondence of a non-sensitive nature. And while reasonable efforts are made to provide security via email communication, users should be aware that there are inherent risks in the transmission of information across the Internet and, as such, it may not be secure. While Emails are reviewed daily, we kindly advise we can take up to 2 working days to respond to your query. For any urgent queries, we recommend calling our clinic for immediate attention.