Practice Information
Our Communication Policy
Phone calls to the practice: If you would like to speak to your doctor, the reception staff will send a message to the doctor on your behalf. Doctors who are consulting will return calls as soon as practical/as soon as they are able. Emergency calls are an exception and will be taken immediately. Emails to the practice: Electronic communication is available through the email address admin@hellohealthfp.com.au
Email messages will be forwarded to the appropriate doctor or staff member. We urge all patients to carefully consider the issue of security before sending medical information via unencrypted email. In addition, our email is not sufficiently monitored to address important clinical information, in particular time critical information. If you do decide to email our practice regarding a health matter, this will be taken as your consent for our staff to reply to you via email also and you understand the issue of security. You may wish to call the practice instead on 49513988. Our reception staff will typically respond to your email within 24 hours. We do not make appointments via email. You must call the practice to book an appointment.
YOUR HEALTH RECORDS AND PRIVACY:
Hello Health Family Practice respects and protects your privacy. Your medical record is a confidential document. It is the policy of this practice to always maintain the security of personal health information, and to ensure that this information is only available to authorised members of staff.
OUR PRIVACY POLICY *SEE ATTACHED
You may request a copy of your health summary at any time. Please call reception to enquire how you can do this or if you require your records if you are transferring to another practice.
Suggestions and Complaints:
At Hello Health Family Practice, we welcome your feedback and suggestions. We believe that this will help us to provide you with a better experience and better care. You may complete a feedback and suggestion form at the practice (either anonymously or provide your details) and place it in the box provided in the waiting room, or you can discuss your feedback to our practice manager or your doctor. We will advise our patients of changes or improvements following their suggestions or feedback with notices in the waiting room and on our Facebook page.
We take your concerns, suggestions, and complaints seriously. If you have any concerns or would like to make a complaint, please feel free to talk to your Doctor or ask to speak to the Practice Principal, Dr Vinay Karanam, or our Practice Manager - practicemanager@hellohealthfp.com.au. Alternatively, complete a feedback and suggestion form at the practice. You will receive a reply from our practice as soon as possible regarding your concerns
If your complaint was unresolved, you may contact the Health Care Complaints Commission on 1800043159
Practice fees:
Hello Health Family Practice is a private billing practice. Fees vary according to the length and complexity of the service and are payable at the time of consultation. We accept cash, EFTPOS and Visa or Mastercard.
For those in difficult circumstances, exceptions may be made. On the spot Medicare rebates are offered through our EFTPOS terminals.
From the 1st of February 2023 our fees will change. Pensioners and Health Care Card Holders between the ages of 16-64 will no longer be bulk billed, instead now there will be a discounted fee. Children under 16 and those over 65years with pension/hcc will continue to be bulk billed as usual.