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.
We encourage all patients to make an appointment for results
Any patient with any abnormal results will be recalled to the practice to discuss results with the doctor. No results will be given over the phone.
Current as of: 30.04.19
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
What personal information do we collect?
The information we will collect about you includes your:
Dealing with us anonymously
You have the right to 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 do we collect your personal information?
Our practice may collect your personal information in several different ways:
When, why and with whom do we share your personal information?
We sometimes share your personal information:
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our 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 our practice in writing.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing by using our Practice request for records form and our practice will respond within 30 days. There will be fees charged for copies of medical records which will be discussed at the time of 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. Please call 3288 1000 for more details.
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.
Redbank Plaza Medical Centre
1 Collingwood Drive
Redbank Qld 4301
Tel: 07 3288 1000
Fax: 07 3288 2533
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992
You can also contact the Ombudsman
Office of the Health Ombudsman
GPO Box 13281
Brisbane QLD 4003
Ph: 133 646
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 ManagerRedbank Plaza Medical Shop 3115, 1 Collingwood Drive, Redbank, QLD, 4301.
Please find following contact details for the formal complaint body in Queensland.
Office of the Health Ombudsman, Director, Business Innovation
GPO Box 13281, George St
Brisbane, QLD, 4003
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:
On day appointments
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