Welcome to The Bay Surgery
The Bay Surgery is an Accredited Practice. Our mission is to provide the highest standard of patient care whilst incorporating a holistic approach toward diagnosis and management of illness. We are committed to promoting health, well-being & disease prevention to all patients.
Your medical record is a confidential document. It is our practice policy to maintain security of personal information and ensure that it is available to authorised staff only. Access to your own record available on request, we abide by the Australian Privacy Principles available at www.oaic.gov.au or ask to view the practice copy.
If you have any problem we would like to hear about it. Please feel free to speak to the practice manager or your doctor, as any concern, complaint or suggestion will be attended. If you have an issue with the practice and feel the outcome has not been satisfactory you may contact:
Office of the Health Ombudsman
GPO Box 13281
Brisbane Qld 4001 Ph. 133 646
Website: www.oho.qld.gov.au
As a part of our accreditation and in line with the RACGP Standards of General Practices 5th Edition we are required to confirm your details at each point of contact, even if we know you well. We understand this can be frustrating for you but it does eliminate mismatching of patients and patient health records. Identifying you by name, DOB, address & phones numbers ensure all details are current and up to date.
Parking is available on the right side of the complex with Disabled, Scooter and bicycle spaces allocated. For the safety and convenience of all, we ask Scooter & Bike owners not to park on any pedestrian walk ways. All parking at the rear of the surgery is for STAFF ONLY, please be respectful of this.
If you are taking regular medications, then you need regular review by your doctor. This provides us with an opportunity to review the health issue being treated, and ensure that the medication continues to be appropriate and up to date. For this reason, you will need a consultation for prescription renewals. We ask you make an appointment at least one month prior to your renewal. In exceptional circumstances, if we have reviewed your condition recently, we may do a prescription with a phone request, for a fee of $60. Please allow 48 hours for us to consider phone requests.
Appointments are necessary for all consultations. Longer consultations are available if necessary and emergency appointments are available daily. Most appointments are confirmed 24 hours prior to the appointment time by phone or SMS message. We ask any cancellations be made in a timely manner, when possible, to avoid the risk of a missed appointment fee or service termination. We endeavour to run to schedule but occasional emergencies do occur, in the event of this we ask for your patience.
Walk in Appointments accepted but Triaged.
There are a number of things you can do to ensure you get the most out of your appointment:
*Keep a list of the medications you are taking and when they are due
*Check your scripts prior to coming. Ask your pharmacist if you have any repeat scripts left when you get scripts filled, and ring for an appointment when you fill your last repeat. That way you won’t run out of medication before your next appointment.
* Hand the list of your health concerns and any scripts or referrals you need to your doctor at the start of the consultation.
* Please be aware it is not always possible to attend to everything in one consultation, and you may need to make a subsequent appointment/s to properly attend to everything.
Standard consultations (15mins) are designed for your GP to address ONE medical condition at a time. Because of this time constraint, you may be asked to make a further appointment to discuss other issues. If you feel your reason for an appointment may require more than the standard 15-minute allocation please advise reception when making your appointment and they will schedule you appropriately. Long Consultations (30mins).
We realise at times you may need advice over the phone, unless urgent your doctor won’t be available to take a call, this is to minimise the inconvenience to our other patients during consultations, reception will forward your call to the appropriate person or the Doctor will call back when available.
Test results are reviewed by the Doctors and advice and further instruction are left with reception. We request you call the surgery for results and further advice.
Reminder Systems/National State Territory this practice participates in the National State Territory reminder system if you do NOT wish to participate, please advise us accordingly. (ie. Australian Immunisation Register, Pap Smear register, Flu and annual vaccines repeat tests etc are in place at this practice as a part of our commitment to preventative care.
If you do not want your information on a reminder system please advise your doctor at consultation.
Patients who do not speak English or who are more proficient in another language, have the ability to choose a professional translating service or a translator who may be a family member, friend or bilingual staff member. The TIS is a free service available 24 hours a day via telephone at the time of consultation or onsite at the practice if 48 hours’ notice is given. Further information about the TIS is available on the TIS website.
A free interpreting service is available for patients who are deaf and use Australian Sign Language (AUSLAN). Contact the National AUSLAN Interpreter Booking and Payment Service (NABS) on 1800 246 945 or visit the NABS website for further information.
Communication via email is not the preferred method at our clinics. We urge all patients to carefully consider the issue of security before sending medical information via unencrypted email. Email should never be used to contact the surgery in an emergency. We encourage patients to phone reception at (07) 4124 1231.
Only appropriate non-clinical matters are dealt with via email exchanges.
No consulting or advice services are conducted by email. This must be communicated face to face by a medical practitioner or other appropriate health professional unless there are exceptional circumstances.
This email account will be routinely checked throughout the business day by the Receptionist. Email messages are forwarded to the appropriate team member for response within 24 hours.
Our practice uses SMS messaging to remind patients of their upcoming appointments. There is no medical or identifying information used in these messages. It is the patient’s responsibility to contact the practice and follow up on the message.
Communication conducted with a patient via electronic means will be added to the patient’s medical record by the team member resolving the enquiry. Communication with patients via email must be conducted with appropriate regard to the privacy and confidentiality of the patient’s health information.
Electronic communication includes: Email, Fax, and SMS.
All significant electronic contact with patients and their consent is recorded in the patient health records.
4Cyte Pathology is located on the premises via the side entrance. They offer a full range pathology services for patients. 4Cyte’s hours are: Monday to Friday 8am – 2pm.
Should you wish to transfer a copy or summary of your medical records to another medical practice, a signed consent request must be provided by your new medical practitioner. Please note the following:
For the transfer of medical records for an entire family, a signed consent form must be completed by each individual aged 16 years or older, in accordance with our privacy policy.
Depending on the size and complexity of your medical file, a fee may apply to cover the costs of copying, collating, and sending the records.
Retention of Original Records
As required by law, the original records will remain with The Bay Surgery and will not be transferred.
Therapeutic Goods and Administration Consumer Medicines InformationAustralian Commission on Safety and Quality in Health Care
At The Bay Surgery, the safety, well-being, and dignity of our staff and patients are our highest priorities. We enforce a strict Zero Tolerance Policy regarding any form of unacceptable behaviour, which includes but is not limited to:
Enforcement Measures
Individuals displaying such behaviours will be required to leave the premises immediately. Refusal to comply with this request will result in law enforcement intervention.
Recurrent breaches of this policy may result in the individual being permanently removed from our patient registry.
We appreciate your understanding and cooperation in fostering a safe and respectful environment for all.
