An appointment for a standard consultation will be made with your preferred doctor or the next available doctor, depending on your preference.
Extended consultations are available on request. If you anticipate that your consultation will be long, please advise the receptionist when making the appointment.
There may be a cancellation fee if we do not receive notice of cancellation of appointment.
We require at least 2 hours for cancellation or a cancellation fee of $40 plus GST may apply.
Rutledge Family Medical Centre acknowledges that patient’s compliments, suggestions or complaints are an important source of customer feedback.
All correspondence can be addressed to The Practice Manager in writing.
If you have an emergency please telephone 000 or go to your nearest Emergency Department.
We are committed to protecting the privacy of patient information and to handling your personal information in a responsible manner in accordance with the Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation (referred to as privacy legislation).
We collect information that is necessary and relevant to provide you with medical care and treatment, and manage our medical practice. This information may include your name, address, date of birth, gender, health information, family history, credit card and direct debit details and contact details. This information may be stored on our computer medical records system and/or in handwritten medical records.
Wherever practicable we will only collect information from you personally. However, we may also need to collect information from other sources such as treating specialists, radiologists, pathologists, hospitals, other health care providers, and the Myhealth record system.
We collect information in various ways, such as over the phone, or in writing, in person in our practice or over the internet if you transact with us online. This information may be collected by medical and non- medical staff.
In emergency situations we may also need to collect information from your relatives or friends.
We may be required by law to retain medical records for certain periods of time depending on your age at the time we provide services.
We will treat your personal information as strictly private and confidential. We will only use or disclose it for purposes directly related to your care and treatment, or in ways that you would reasonably expect that we may use it for your ongoing care and treatment. For example, the disclosure of blood test results to your specialist or requests for x-rays.
There are circumstances where we may be permitted or required by law to disclose your personal information to third parties. For example, to Medicare, Police, insurers, solicitors, government regulatory bodies, tribunals, courts of law, hospitals, debt collection agents, the electronic transfer of prescriptions service or to the Myhealth record system. We may also from time to time provide statistical data to third parties for research purposes. This statistical data will always bedeidentified.
We may disclose information about you to outside contractors to carry out activities on our behalf such as an IT service provider, solicitor or debt collection agent. We impose security and confidentiality requirements on how they handle your personal information. Outside contractors are required not to use information about you for any purpose except for those activities we have asked them to perform.
We will take reasonable steps to ensure that your personal information is accurate, complete, up to date and relevant. For this purpose our staff may ask you to confirm that your contact details are correct when you attend a consultation. We request that you let us know if any of the information we hold about you is incorrect or out of date.
Personal information that we hold is protected by:
If you believe that the information we have about you is not accurate, complete or up to date, we ask that you contact us in writing (see details below).
You are entitled to request access to your medical records. We request that you put your request in writing and we will respond to it within a reasonable time and in accordance with legislative requirements.
There may be a fee for the administrative costs of retrieving and providing you with copies of your medical records.
We may deny access to your medical records in certain circumstances permitted by law, for example, if disclosure may cause a serious threat to your health or safety or that of others. We will always tell you why access is denied and the options you have to respond to our decision.
If you have a complaint about the privacy of your personal information (including complaints about our use of the Myhealth record system), we request that you contact us in writing. Upon receipt of a complaint we will consider the details and attempt to resolve it in accordance with our complaints handling procedures.
If you are dissatisfied with our handling of a complaint or the outcome you may make an application to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.
We will not transfer your personal information to an overseas recipient unless we have your consent or we are required to do so by law.
Please direct any queries, complaints, requests for access to medical records to:
Kim Coleman, Privacy Officer, email@example.com or PO Box 204, Queanbeyan, NSW 2620
Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time. This information along with appointment reminders will be sent by SMS.
Please advise the staff if you do not wish to participate in this program.