Vantre Health Services, owners of "Redbank Plaza Medical" in Redbank, have an enduring commitment to the best patient care and the resources to consistently deliver. Because we provide our doctors and patients with the best services and equipment available, our practices provide the highest possible standard of care.
The company aspires to grow on its current strong community standing and be recognised and respected as a leader in the industry for best practice. Our practices are committed to providing the best possible diagnosis, treatment and availability at all times, to all patients.
Our doctors are specialist General Practitioners with a minimum of ten years medical training to hold MBBS and FRACGP qualifications. They also have additional training in various special-interest areas to assist our patients with specific health care needs.
All of our doctors participate in regular continuing education to remain current with the latest medical knowledge and treatments. Our practice has a commitment to whole patient care and the doctors are assisted by highly trained nursing staff and experienced administrative staff.
Quality of Care and Service – Uncompromised
All our doctors are committed to providing whole patient health care. They are constantly keeping up with the latest advances in medical knowledge, helping them make highly informed decisions about your health.
Friendly and Satisfying Teamwork Environment
Patients are welcomed and valued at every step of their experience with the practice. The doctors, management and staff in all practices are a close-knit team and work together to meet the needs and requirements of all patients.
Efficient Business System and Practices
Our business model is one that is constantly striving to set new standards and is based on best business principles and research. Our focus is on being one step ahead and to be market leaders in technology, systems and communication systems that support and enhance outcomes for patients, doctors and staff.
All Doctors have a broad range of skills and interests and we are pleased to offer the following services at our medical centres:
Minor Surgical Procedures
Immunisations
Women’s Health
Men’s Health
Removal of moles and sunspots
Skin Checks
Travel Medicine/ Vaccinations
Diabetic Health Clinic
Antenatal Care
Asthma Care Clinic
ECG and Spirometry
Pre-Employment, Legal, Insurance and Drivers’ Licence Medicals
Department of Veterans’ Affairs
Workcover
Health Care Assessments
QML Pathology operates a pathology collection centre “on-site” from Monday to Friday (outside patients are most welcome). There is no need to book. Just take a number and wait to be called.
Monday – Friday
8:00am – 1:00pm
1:30pm – 2:30pm
Other Health Providers:
Physiotherapists and Exercise Physiologists - Mihajlo Micovic
Clinical Psychologist - kathryn Gow, Christina Spark
Podiatrist - Aimee Florey
Dietitian - Molly Goode, Katja Grigor
Call the surgery on 07 3288 1000 to make an appointment.
Please phone or book online for an appointment (www.redbankplazamedical.com.au). "Walk-ins" are generally only possible if there is a spare appointment at that time.
Whilst every effort will be made to accommodate your preferred time, emergencies will always be given priority. Longer consultation times are available, please ask our receptionists if you require a longer appointment.
For the convenience of our patients and where it is clinically safe to do so, we offer telephone consultations to our existing patients. Patients need to call reception to book a telehealth appointment to ensure they meet the eligible criteria for a telehealth consultation.
Please note, our GPs will do their best to contact you at the scheduled time however unexpected delays may occur.
Please be advised that we do not prescribe S8 medications via telehealth consultations.
Any scripts, certificates or referrals written in this consultation can either be sent to you directly or to an appropriate chemist or specialists etc.
Our doctors generally will not be able to take patients' calls during a consultation. Our reception staff can forward your message to the doctor who will return your call as soon as it is practicable. If the matter is urgent please let staff know the nature of the urgency so we can deal with your call appropriately.
* Please note, we will be introducing a new Fees Policy from 10th October 2022. Please visit the Fees page for more information.
Bulk billing is available at this practice for current Medicare card holders. Please remember to bring your Medicare Card with you to each appointment as well as your Pension & Health Care cards.
Some medicals and visits are not covered by Medicare, eg: work-related accidents and injuries, life insurance, superannuation etc. If you have any queries please ask reception when making the appointment. Payment is required for additional services at the time of consultation, EFTPOS facilities are available at all our practices.
Redbank Plaza Medical is predominantly a bulk-billing surgery and our aim is to provide patients with affordable health care. In order to maintain bulk-billing entitlements at this surgery patients are required to attend their appointments on time and to notify the surgery of any cancellations “prior” to the appointment time. Failure to comply with these requirements may result in a fee being charged and a loss of bulk-billing entitlements at this surgery.
After Hours Care can be arranged for those too ill to attend the Clinic through our after-hours agency. For an after-hours, bulk-billed home visit, please call the National Home Doctor Service on 13 SICK (13 74 25). An after-hours telephone support service is available to current patients of the practice if urgent medical advice is required. This service operates Monday to Friday evenings until 11:00 pm. To speak with our on-call doctor, please call 0488 030 645.
Home visits can be arranged at the GP's discretion. All home visits are triaged and depending on the circumstances requiring a home visit, GPs may instruct patients to go directly to the hospital or may be able to consult with a patient via a telehealth consultation.
If you have a problem or feedback we would like to hear about it. Please feel free to talk to your doctor or receptionist. All suggestions or complaints in writing will receive full consideration.
Send your complaints marked confidential to Practice Manager Redbank Plaza Medical Shop 3115, 1 Collingwood Drive, Redbank, QLD, 4301.
Please find following contact details for the formal complaint body in Queensland.
Health Complaints
Office of the Health Ombudsman, Director, Business Innovation GPO Box 13281, George St Brisbane, QLD, 4003 Ph 133646 Email: info@oho.qld.gov.au
At Redbank Plaza Medical, we value patient feedback and work together as a team to ensure we respond to feedback to improve our services. In February 2019, Redbank Plaza Medical participated in Insync Patient Survey and below are the improvements that we brought up afterwards:
Waiting Times
All patients are informed of any expected wait times when they are checking in
If the wait is unusually long we try to contact the patient to advise of this
On day appointments
At busy times, appointments are allocated as “on the day bookings” so that we are able to take walk in patients and emergencies
Team work
All Redbank Plaza Medical team members are informed about the results and work hard to adhere to our communication procedure
As a patient of this practice, you have the right to:
Qualified, competent staff who will attend to you with care and skills
Respect for your culture, ethnicity and religious beliefs
Fair treatment regardless of your race, language, age, sex, sexual preference or disability
Have a clear explanation of your health problems, treatment and risk
Receive a confidential service
Be involved in the treatment or management plan regarding your health
Expect complaints are dealt with quickly and fairly
Provide positive feedback
Private and confidential service
As a patient of this practice, you have the responsibility to:
Treat all staff with courtesy and respect
Retain from using abusive or threatening language or behaviour
Be respectful to others in regards to their culture, ethnicity, religious beliefs, race, age, sexual preference, language or disability
NO TOLERANCE FOR DISCRIMINATION
Understand the staff of this practice have certain policies and procedures to adhere to regarding service provisions including Confidentiality and Privacy.
To understand due to times of high demand and unforeseen emergencies there may be delays
Make follow up appointments and collect results
Redbank Plaza Medical Privacy Policy
Last Updated: 15/01/2026
Introduction
The objective of this document is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.
Who can I contact about this policy?
For enquiries concerning this policy, you can contact the Practice Manager
Email: julie@rpmedical.com.au
Phone: 07 3288 1000
Redbank Plaza Shopping Centre
Shop 3115/1 Collingwood Drive
Redbank QLD 4301
What is a patient health record?
A patient health record is a file, either paper or electronic form of information held about a patient, which may include: contact and demographic information, medical history, notes on treatment, observations, correspondence, investigations, test results, prescription records/medication charts, insurance/legal information etc.
When and why is your consent necessary?
When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.
It is important to us that as our patient, you understand why we collect and use your personal information.
By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.
Why do we collect, use, store, and share your personal information?
The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.
What personal information is collected?
The information we will collect about you includes your:
· names, date of birth, addresses, contact details
· medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
· Medicare number (where available) for identification and claiming purposes
· healthcare identifier numbers
· health fund details.
Can you deal with us anonymously?
You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How is personal information collected?
The practice may collect your personal information in several different ways:
When you make your first appointment, the practice team will collect your personal and demographic information via your registration.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.
In some circumstances, personal information may also be collected from other sources, including:
· Your guardian or responsible person.
· Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services.
· Your health fund, Medicare, or the Department of Veterans’ Affairs (if relevant).
· While providing medical services, further personal information may be collected via:
o electronic prescribing
o My Health Record
o online appointments.
Various types of images may be collected and used, including:
· CCTV footage: Collected from our premises for security and safety purpose
· Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.
When, why and with whom do we share your personal information?
We sometimes share your personal information:
· with third parties for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
· with other healthcare providers (e.g. In referral letters)
· when it is required or authorised by law (e.g. court subpoenas)
· when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
· to assist in locating a missing person
· to establish, exercise or defend an equitable claim
· for the purpose of confidential dispute resolution process
· When it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
· When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.
We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Will your information be used for marketing purposes?
The practice will not use your personal information for marketing any goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.
How is your information used to improve services?
The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team
We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.
At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.
How are document automation technologies used?
Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.
The practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.
These document automation technologies are used through secure medical software Best Practice
All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.
The practice complies with the Australian privacy legislation and APPs to protect your information.
All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.
How are Artificial Intelligence (AI) Scribes used?
The practice uses an AI scribe tool to support GPs take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is Lyrebird and Heidi.
Lyrebird and Heidi:
· does not share information outside of Australia
· destroys the audio file once the transcription is complete.
· removes sensitive, personal identifying information as part of the transcription
The practice will only use data from our digital scribe service to provide healthcare to you.
How is your personal information stored and protected?
Your personal information may be stored in various forms.
- Paper records (referrals, scripts and results only)
- Electronically (Medical Software Program)
The practice stores all personal information securely.
All practice users have private password security and there are different levels of accessibility. Our business has a secure data protection program that is maintained at a high standard. All staff members our bound by a confidentiality agreement along with any third party providers, such as cleaners and trainers.
How can you access and correct your personal information at the practice?
You have the right to request access to, and correction of, your personal information.
The practice acknowledges patients may request access to their medical records.
We require you to put this request in writing by completing one of our request for personal medical records forms and our practice will respond within a reasonable time, this may take up to 30 days. Fees may apply if patients wish to go ahead with the request.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the practice manager or in person.
The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact via
Email: julie@rpmedical.com.au
Tel: 07 3288 1000
Post : Redbank Plaza Shopping Centre
Shop 3115/1 Collingwood Drive
Redbank QLD 4301
How can you lodge a privacy-related complaint, and how will the complaint be handled at the practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure.
Email: julie@rpmedical.com.au
Tel: 07 3288 1000
Post : Redbank Plaza Shopping Centre
Shop 3115/1 Collingwood Drive
Redbank QLD
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
How is privacy on the website maintained?
At Redbank Plaza Medical, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.
Policy review statement
Our privacy policy is regularly reviewed to ensure compliance with current obligations.
If any changes are made:
· They will be reflected on the website.
· Significant changes may be communicated directly to patients via email or other means.
