Appointments Policy

Appointment Scheduling

Our practice offers flexible appointment scheduling to accommodate a variety of patient needs, including urgent care, non-urgent issues, complex cases, chronic care planning, and preventive health services.

Patients are welcome to request their preferred doctor or member of the healthcare team. Consultation times vary according to individual needs, and patients are encouraged to request a longer appointment if they feel it is necessary.

We aim to provide enough time during consultations to facilitate effective communication, deliver preventative care, ensure accurate record-keeping, and support patient satisfaction.

Where possible, patients are informed in advance about any potential costs and out-of-pocket expenses. We are also committed to respecting cultural needs and maintaining privacy for all patients, especially those experiencing distress.

Our practice prioritises urgent medical matters and will endeavour to accommodate these patients even if fully booked.

Appointment Procedures

• Consulting Sessions: Each doctor, nurse, and allied health professional has dedicated consulting times, with intervals for short and long consultations, diagnostic tests, and procedures.
• Standard Scheduling: Generally, no more than six appointments are scheduled per hour. Appointments are typically no shorter than 10 minutes.
• Home Visits: Designated times are available for doctors to conduct home visits for patients unable to attend the clinic.
• Family Appointments: One appointment is required per family member wishing to be seen.
• Third-Party Attendance: Consent must be obtained if a third party will be present during a consultation.
• Preferred Doctor Requests: Patients can request to see their preferred doctor. If unavailable, alternative doctors or appointment times will be offered.
• Waiting Times: Patients generally wait less than 30 minutes. If delays occur, patients are advised as early as possible, including calls to scheduled patients where feasible.

Urgent Appointments

Staff members are trained to:

• Recognise urgent patient needs and prioritise appointments accordingly.
• Always ask if the matter is urgent before placing a call on hold.
• Refer urgent cases directly to a doctor for immediate assessment.

Appointment Booking Process

When making an appointment, staff will:

• Confirm the patient’s identity using three approved identifiers.
• Determine appointment urgency and complexity.
• Inform patients of any potential additional or out-of-pocket costs.
• Provide practice location, parking details, and payment methods for new patients.
• Confirm the patient’s preferred doctor and offer alternatives if necessary.
• Clearly reconfirm appointment time, doctor, and patient details before finalising the booking.

Appointments flagged for recalls (e.g., for medical reviews or abnormal test results) are noted accordingly to enable proper follow-up if the patient fails to attend.

Cancellations and Missed Appointments

Cancellations

Patients are encouraged to give at least 24 hours’ notice when cancelling appointments. Cancellations are recorded to maintain appointment availability.

• If rescheduling is requested, it is arranged at the earliest convenience.
• Frequent late cancellations may result in a discussion about appointment adherence.

Missed Appointments (No-Shows)

Managing missed appointments is critical for patient care and practice efficiency. Our follow-up procedure includes:

• A courtesy phone call after a missed appointment.
• Letters sent to patients who repeatedly miss appointments, reinforcing the importance of attending scheduled consultations.
• For significant missed appointments (e.g., chronic disease reviews or follow-ups for abnormal results):
  • Continued attempts to contact the patient by phone.
  • A formal letter sent if contact is not established.
  • A registered letter may be issued if there is no response.
  • High-risk patients may require escalation, including welfare checks, at the treating doctor’s discretion.

All contact attempts are documented in the patient’s medical record.

Computerised Appointment System

Our computerised system records all appointments, cancellations, and no-shows. Deleting missed appointments is carefully managed to maintain medico-legal tracking.

Follow-up for Missed Recalls or Medical Reviews

Patients missing important recall appointments (e.g., abnormal test results) are contacted as follows:

• Multiple phone attempts across different days and times.
• If unsuccessful, a reminder letter is sent via registered mail.
• A second letter by registered mail is sent if no response is received.
• All attempts are documented in the patient record and, if applicable, in the recall system.

Telephone and Electronic Communication Policy

Telephone Communication

At Proserpine Medical Centre, the telephone remains our primary method of communication with patients and the community. Every telephone interaction is an opportunity to create a positive first impression, display a caring and professional attitude, and provide support to our patients.

Our staff are trained to:

• Maintain professionalism, empathy, and courtesy on every call.
• Recognise patients who may have disabilities, language barriers, or require alternative communication support.
• Protect patient privacy and confidentiality at all times.
• Manage urgent and emergency calls promptly and appropriately.

Handling Incoming Calls

• Calls are answered within three rings with:
  “Proserpine Medical Centre, this is [your name], how can I help you?”
• If the caller has not identified themselves, staff politely request their name.
• Calls for appointments, emergencies, test results, or specific doctors are triaged according to established protocols:
  • Appointments: Handled according to our Appointments Policy.
  • Emergencies/Urgent Queries: Managed per our Emergency Protocols.
  • Test Results: Only released after doctor clearance.
  • Doctor Contact: Calls are triaged by nursing staff; doctors generally do not take direct patient calls unless necessary.

Significant telephone interactions are documented, including:

• Caller’s name and contact details.
• Date and time of call.
• Urgency and important clinical information.
• Advice or information provided.
• Follow-up actions or appointments.

Messages are clear, concise, and confirmed with the caller for understanding. Staff always obtain consent before placing a caller on hold, especially when emergencies may be involved.

Telephone Hold Procedure

• Before placing a caller on hold, assess for emergencies.
• Minimise hold times and reassure callers if delays occur.
• Background music or recorded practice information is maintained while on hold.
• Our on-hold message advises patients to call 000 in the event of an emergency.

After-Hours Calls

• After-hours calls are directed to an answering service.
• The recorded message provides clear instructions for accessing urgent medical care and contacting emergency services (000).
• Messages are updated as needed to reflect consultation hours or locum arrangements.

Electronic Communication

Electronic communication (e.g., email, fax) is used for non-urgent advice and administrative matters when a face-to-face consultation is unnecessary.

Policy Guidelines

• Patient choice and consent are obtained before using electronic communication.
• Patients are informed of potential privacy risks and any associated costs.
• Significant clinical communications via electronic means are documented in the patient’s health record.
• Sensitive patient information sent electronically must be securely encrypted.

Acceptable Use of Electronic Communication

Staff are responsible for the appropriate use of electronic communications, including:

• Maintaining professionalism and confidentiality.
• Limiting personal use of email accounts.
• Avoiding the opening of suspicious emails or attachments.
• Virus-checking all attachments.
• Ensuring that any personal opinions expressed are clearly marked as such.

Privacy and Security

• Electronic communication is treated as a business communication and forms part of official records.
• Patients are advised that electronic communication, like email, cannot guarantee complete confidentiality and may be forwarded or intercepted.
• The practice may monitor email communications to prevent fraud, workplace harassment, or breaches of confidentiality.

Misuse of the email system or breaches of privacy policies may result in disciplinary action.

Summary

We are committed to providing clear, respectful, and secure communication with our patients—whether by phone, email, or other means. Our focus is on ensuring patient privacy, responding promptly to urgent needs, and supporting all patients with professionalism and care.

Medical Records and Clinical Information Management

At Proserpine Medical Centre, we are committed to maintaining accurate, secure, and confidential medical records to ensure the best possible care for every patient.

How We Manage Your Medical Records

We use an electronic system — using Best Practice software.

Every patient record includes important information such as:

• Full name, date of birth, address, and contact details
• Medical history, medications, allergies, and health summaries
• Progress notes from consultations, referrals, and test results

We always confirm your identity using three approved identifiers (your name, date of birth, and address or gender) before accessing or updating your records.

Protecting Your Information

• All patient information is private and securely stored.
• Only authorised staff and doctors can access medical records.
• Corrections to records follow strict standards — mistakes are never deleted or hidden.
• Important communications, including phone calls or test results, are recorded securely.

We back up our electronic data regularly as part of our disaster recovery planning, ensuring your information is protected even in unexpected circumstances.

Retention and Storage of Records

• Records are kept for at least 7 years, or longer if needed (e.g., for children, patients with chronic conditions, or legal matters).
• Deceased patient records are kept for 25 years after the year of death.
• Paper records are securely archived when no longer active but always available when needed.

Transferring Your Medical Records

If you move to another practice or request a transfer:

• We require a signed request from you authorising the release of your information.
• You may request either a summary of your medical history or a copy of your full record.
• Transfers are handled securely and confidentially.

Please note: A small fee may apply for copying and transferring full medical records. We will advise you of any costs beforehand.

Keeping Your Information Up to Date

When you visit, we may ask you to update your contact information, medical history, and emergency contact details.
Keeping your information current helps us provide safer and more effective care.

Informed Consent

We believe in shared decision-making.
Before any treatment, investigation, or referral, your doctor or nurse will explain:

• The purpose, benefits, and risks
• Any potential costs
• Alternative options

You are encouraged to ask questions and discuss your concerns freely. Consent may be provided verbally or in writing, depending on the situation. Interpreter services are available if needed.

Referrals and Specialist Care

If you need care from another healthcare provider (e.g., a specialist, hospital, or allied health professional), we will:

• Provide clear and detailed referral letters including your key health information
• Inform you about any potential out-of-pocket costs
• Retain copies of all significant referrals in your medical record

We are committed to supporting your health journey every step of the way.

Questions?

If you have any questions about your medical records, how we use your information, or transferring your records, please contact our reception team.
We are here to help.