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Accreditation

This practice is accredited by AGPAL

 

 

Your Personal Health Information

 

All patient information collected at Carlton Medical Centre will be used to provide a comprehensive approach to patient care. Information will be collected in a manner that ensures protection of privacy and confidentiality. We will forward relevant information to specialists and allied health workers when you are referred to them, but no information that identifies patients will be released to third parties without consent. 

 

Carlton Medical Centre operates a computerised medical records system, and utilizes the Argus system for encrypted transmission of referral letters. Some medical information is downloaded directly into your medical records, for example, pathology results. These are also encrypted to ensure confidentiality.

 

We abide by the Australian Privacy Principles. To comply with our obligations, we have policies about how to manage information about you and how you may access that information. If you would like to read our privacy policy, please ask reception.

 

There may rarely be circumstances where the doctor will be obliged to release details of a patient's personal health information without their express concern - this may be the case if the situation was an emergency or if legally compelled to do so.

 


 

Preventative Health Registers

 

This practice supports a number of preventative health screening projects such as Breastscreen, the Victorian Cervical Cytology Register and the national Bowel Cancer Screening program. Patients are free to opt in or out of these programs. Please discuss this with your doctor.

 


 

Problems and feedback

 

We aim to continually improve our services and welcome any feedback - see below for recent survey results. We believe that problems of any sort are best dealt with by the practice, and we want to know if you are unhappy with any aspect of our service. We would also like to hear any positive feedback that you may have.

 

It is preferable that any problems are brought to the attention of our Practice Manager, Linda, so that these issues can be dealt with professionally and swiftly to the satisfaction of both yourself and the clinic.

 


 

Patient Survey Results

 

Thank you very much to those of you who took part in our recent patient survey. Your responses have given us great insight to your experience as a patient at Carlton Medical Centre. We are overwhelmed by the positive feedback for majority of the responses and we will continue to strive to improve the areas in which you are not satisfied.


The first of these areas is regarding home visits, after hours care and telephone access to doctors. All of this information is included in our patient information brochure which is available to you at reception. This information is also on the website and the onhold message for your convenience.


The second area of concern is wait times. We understand that these can be lengthy, but in our attempts to improve this, we have lengthened your consultation times to 15 minutes and we still encourage you to ring 30 minutes prior to your consultation so you can be given a more accurate time to arrive.

Please make a long appointment if you have several issues to discuss and please tell the receptionist if more than one person needs to be seen, as squeezing in family members can cause long delays. Please help us reduce your wait time by following these simple instructions.

 



Suggestion Box Responses


Thank you very much to those of you who have left us constructive feedback in the Suggestion Box. Firstly, thank you for all the positive feedback regarding our excellent reception staff. It is always nice to hear that we are doing a good job, particularly in such a stressful and fastmoving work environment.


In response to the long waits, please read the 'Patient Survey Results' above.


In regards to not getting an appointment with the doctor of your choice, we endeavor to ensure continuity of care with your regular GP, however this is not always possible. If you ring on the day and your doctor is not working or they are fully booked and your concern is urgent, you will be given an appointment with another doctor.


We are aware that our waiting room magazines are not the typically, glossy tabloids and this is because we are a medical centre which endorses positive body image and wellbeing. We are also environmentally aware and for this reason, we do not buy unnecessary paper items for the practice.


If you are seeking information regarding your personal health information, how to access it and how it is stored and shared and your rights and responsibilities as a patient, you are welcome to read our Privacy Policy which is located at reception.


Please continue to give us constructive feedback via the Suggestion Box, located at reception.