Toongabbie Doctors is bound by the Privacy Act 1988 and complies with the Health Records and Information Privacy Act 2002 No 71 . All patient information is private and confidential, and disclosure to family, friends, staff or others without the patient’s approval or as legally directed is prohibited.
First appointment
- New patient form
- A valid Medicare cards
- Valid OSHC/OVC membership details
- Workcover patients will need to inform their employer and bring that employer’s contact details for verification to arrangepayment
Help us eliminate waiting times by arriving at least 15 minutes before your consultation.
Fees
Toongabbie Doctors is a bulk billing practice. Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at consultation by cash, credit card or EFTPOS.
BULK BILLING IS AVAILABLE to eligible patient groups for most of the consultation types:
- New patient form
- A valid Medicare cards
- Valid OSHC/OVC membership details
- Health Care Card holders
- Pensioner Concession Card holders
Policies
Accepting New Patients
Yes, we are accepting new patients. Click the BOOK NOW button and select the new patient. Bring a valid Medicare card for Medicare rebate and a Photo ID to verify your identity. Medicare card and a photo ID are mandatory for every consultation. Same-day appointments are available on most days. We recommend you book an appointment in advance where possible. Walk-ins are acceptable.
Booking Appointments
Appointments may be booked in person or by calling 02 7813 6000, Monday to Friday 09:00 am – 05:00 pm. Public Holidays are closed or hours may vary. Please contact our reception staff. Regular appointment times are 15 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.
Patients with COVID Symptoms
All our existing patients are requested to book a telehealth appointment if you have a cough, cold, sore throat or fever. This condition of entry applies to fully vaccinated residents also. Book a telehealth appointment if you have tested POSITIVE to COVID 19 in the past 7 days. (Toongabbie Doctors is a high risk setting with immunosuppressed, elderly and babies).
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information ismailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Facsimile
Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Toongabbie Doctors will attempt to contact you regarding any urgent results.
Telephone Enquiries
We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.
Interpretation Service
Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131 450 to book an interpreter. (Private fee may apply)
Email Policy
We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a pincode. We request you down breaches. Toongabbie Doctors take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation or new patient registration form. For all communications outside the software program that may contain sensitive data, we prefer not to communicate via emails. If you request a copy of medical information, you will be asked for a fax number, and postal address (for registered mail) or to pick it up from the Toongabbie Doctors.
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during aconsultation between a doctor and the patient is considered personal and private health information. Medical information includespast medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy ofpersonal information. Medical records are the property of the practice. Only written requests for access to medical records areaccepted.
Smoking Policy
This practice has a strict no-smoking policy.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.
Confidentiality
All members of Toongabbie Doctors understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.
Afterhours Consultations
If you need medical care and Toongabbie is closed, please visit your local emergency department (Westmead Hospital - CNR Hawkesbury and Darcy Road WESTMEAD NSW 2145). We are also registered with 13 Sick national Home doctors (13 74 25) for afterhours services.
