Practice Information

Communication Policy

Telephone calls from patients will not generally be put through to the doctors. Our friendly Reception Staff and Practice Nurse can assist with most queries. Alternatively, a message can be taken and left for the doctor to return your call at a later time. If you have an urgent medical problem, please advise our staff or call Emergency “000”.

The Practice offers communication via email for non-urgent enquiries. If you have an urgent medical problem, please call the Practice or Emergency “000”.

Results

Correspondence from other healthcare providers and clinics (including pathology results, imaging reports and specialist letters) are checked regularly by our doctors, and in their absence, by our GP Principal. The practice will contact you if there is follow up required. Reception Staff are not able to release results. If you have any concerns, you can discuss this with our nurse or doctor.

Recalls and Reminders

As part of our commitment preventative healthcare, we routinely contact patients (via telephone, SMS or email) to:

• follow up abnormal or significant test results
• manage patients with chronic diseases
• ensure important health checks are performed
  

Medical records

All patient notes, investigations, and correspondence are the property of the practice. Under no circumstances will the practice provide or divulge personal information without prior written consent from the patient. An administration fee may apply for producing a copy of these records.

Feedback

We welcome all types of feedback from patients and visitors to the practice, and take complaints seriously. Our Practice Manager or GP Principal are available to discuss any concerns. You can speak to them via telephone, in person, or their email:

• Practice Manager: Ms Niousha Araghi |  info@mascotmedical.com.au
• GP Principal: Dr Krishna Sura | info@mascotmedical.com.au

However, if you are dissatisfied with our response, you may choose to contact the Health Care Complaints Commission (HCCC), the main government body for handling health service complaints.

Telephone: 1800 043 159

Online: http://www.hccc.nsw.gov.au/Complaints/Online-Inquiry-Form