General Information

A NO SHOW (DNA) fee of $50 may apply if you fail to attend your appointment. If you fail to attend twice without notifying us, we reserve the right to refuse to provide service to you at our clinic. Our practice offers long consultations, please ask our friendly staff if you need an appointment. We value your feedback, so please fill out a feedback form located in the waiting room or simply email us at: admin@canterburyclinic.com.au. New patients to Canterbury Clinic are not eligible for any Medicare rebate for their first TELEHEALTH visit. Please ensure you wear a mask on arrival if you experiecne any respiratory related symptoms.

Phone Calls

Reception staff will answer all phone calls in a timely manner. Urgent phone calls can be put through to the Doctor at the end of each consultation. Routine calls may be returned at the end of the day.

Interpreter Services

We can arrange for an interpreter service for non-English speaking patients free of charge. An appointment is necessary to arrange this service.

After-hours cover

For urgent matters please call 000 or go to your nearest emergency department. For non-urgent matters, you can call 13SICK and request an after-hours visit.

Injury Management

All kinds of injuries are assessed and treated here at Canterbury Clinic. Plaster, casts & splints can be applied if required. Removal of skin cancers, moles, and warts are performed here at the clinic, other minor procedures such as repair of lacerations, drainage of abscesses are all undertaken here. Please discuss appointments and fees with our reception staff.

Recalls & Reminders

Our practice is committed to preventative care and we may contact you with reminder notices from time to time. Please advise the staff if you do not wish to participate in this program and be on our recall and reminder list.

Email Policy

Canterbury Clinic uses secure Email messaging system. Canterbury Clinic IT team has ensured Technical advice is sought and acted upon for the installation of appropriate firewalls and is maintained by Onsite Technology Solutions Pty Ltd as part of their contract with Canterbury Clinic.

Identification of Patients 

Our Practice uses a minimum of three approved patient identifiers to correctly identify patients. Using three approved patient identifiers reduces the risk of mis-identifying patients and ensures practitioners have the correct patient health record for each consultation. Our reception staff will ask you to identify yourself on arrival, we kindly ask that you co-operate with our staff.

Code of Conduct

Canterbury Clinic provides top quality patient care, we consider patients beliefs, religious and cultural backgrounds and we are non-discriminatory to all our patients.

 Zero Tolerance policy

Canterbury clinic has  zero tolerance to any verbal, aggressive violent behaviour towards any of our staff members and doctors. We respectfully ask that you treat us with respect and courtesy at all times and reserve the right to ask you to leave the premises.

 Wait times 

Canterbury Clinic endeavours to ensure minimal wait times for our patients.  Delays may occur due to unexpected medical emergency or patients requiring longer appointment than initially booked for.

Privacy and Confidentiality

 Canterbury Clinic respects your rights to Privacy and considers all information you have provided is personal information for the purposes of the Privacy Act 1998.  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 ensuring this information is only available to authorised members of staff.  Canterbury Clinic collects personal information primarily to enable us to provide health care services to you in the most appropriate and efficient way.  Canterbury Clinic follows a process for collecting and transferring personal information and clinical records.  Please ask your Medical Practitioner or the Practice Manager for details transferring records and if a fee applies with the process.  Canterbury Clinic complies with the Health Privacy Principles and National Privacy Principles as set out in the Health Records Act Victoria 2001 and the Privacy Act 1988. They are available at www.oaic.gov.au/privacy/privacy-act/australian-privacy-principles.

Complaints

 This practice acknowledge that patient complaints are an important source of customer feedback.  Under the Health Services Act 1987 people with complaints should try to resolve them directly with the health service provider.  If a satisfactory outcome is not achieved then a complaint can be directed on the Health Services Commissioner, 26^th Floor, 570 Bourke St, Melbourne VIC 3000. Ph: 1300 582 113, F: 03 9032 3111, E: hsc@dhs.vic.gov.au , Web: www.health.vic.gov.au.

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