Receiving Results, Repeat Scripts and Referrals
Please ensure that you see your GP/doctor to find out the results of your test or procedure. Your GP/doctors will not give results out over the phone.
If you need a repeat of a script or a referral to a specialist, you will need to come in and see the doctor. This is to ensure that every aspect of your health is taken into account, and that you are getting the best possible health care.
Photo ID is required in order to collect any patient information from reception. If a third party such as a friend or a family member comes in to collect something on your behalf, please make sure you let our receptionists know the name of that person. This is to ensure we have been given your consent to release the information to that person in line with privacy regulations.
A visit is required in order for your GP/doctor to issue a medical certificate for medical conditions requiring time off work. Medical certificates cannot be backdated.
Management of your Personal Health Information
Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We abide by the ten National Privacy Principles available here.
Transferring medical records
If you would like to have your medical records transferred to us from another medical centre, please ask the receptionist and this will be organised for you. Please be aware that most medical centres charge a small fee to transfer medical records to cover the cost of printing and postage.
Telephone Access to Doctors
Please be aware, our doctors do not perform telephone consultations.
The doctors may be contacted during normal surgery hours. If the doctor is with a patient, a message will be taken and the reception staff will advise you when it is likely that the doctor will return your call.
If your call is concerning a medical emergency, our practice staff are trained to take appropriate action and will put your call through to a doctor or practice nurse.
It is a practice policy that no consultation will be conducted via email as we cannot guarantee confidentiality. If you need to speak with a GP/doctor please arrange a visit.
Changing Personal Details
Please inform our staff of any changes to your name, address, phone number, health care card, and pension or Medicare number.
If you are unhappy or have a complaint regarding any aspect of your care, please discuss the matter with your GP/doctor or with practice staff. If you feel that you are unable to speak to us directly, you may also contact the Health Care Complaints Commission on 1800 043 159.
At Mona Vale Medical Centre we continuously look for ways to improve our services to our patients. If you have any concerns or suggestions for ways we could improve our services or facilities, please contact our practice by phone or email through the Contact Us link on this website
All our GP/doctors have access to a telephone interpreter service. This needs to be booked in advance so please advise reception when booking your appointment if this service is required.