PRACTICE INFORMATION

Appointment

Consultations are made by appointment with the doctor of your choice. However, urgent cases are seen by the first available doctor. Please note that due to the unpredictable nature of consultations, doctors may occasionally run behind schedule. To avoid this, please let reception know if your appointment is not for a standard consultation as a longer appointment may need to be booked. If there are multiple issues to discuss, or if more than one family member is to be seen, you may need to book another appointment. This will not only prevent delays for other patients, it will also allow the doctor to provide sufficient care in the appropriate amount of time.

Please note that for everything you require from our GPs, including repeated scripts, pathology forms, imaging scans and renewal of referrals, you will need to make an appointment to see our GPs or a telehealth appointment to speak to our GPs (if you are eligible).

Especially for repeated scripts, we would appreciate if you can organize it ahead before it runs out as we may not be able to accommodate your last-minute request on busy days.

Recalls (Test Results)

When we receive your test results, our doctors will review them. If the doctor needs to talk to you regarding the results, we will then send out a recall SMS through Health Engine or give you a call to make a follow up appointment. You are welcome to call the reception to confirm if the test results are normal when you do not hear from us a week after your test is done. Please note only the doctors will be able to give you the results.

Reminders for Preventative Care

We have implemented a Patient Register for Preventative Activities. This is a Reminder/Recall System in which we contact the patient by either SMS through Health Engine or phone a week before the due date for follow up on preventative care such as skin checks, cholesterol checks, blood pressure checks, pap smears, mammograms, prostate examinations, etc.

Please note that some immunisations, including childhood immunisation, cannot be given earlier than the due date due to a minimum interval between injections. Please call our reception to find out the exact due date if you are unsure.

If you wish to OPT OUT of our Reminder/Recall system, please tell your doctor.

Please note we will contact your emergency contact and email you if we are unable to reach you after a few attempts.

Private vaccines/ injections

We do not store private vaccines or injections here in the practice. Please ask your GP for a paper script or e-script first, then fill the script at a chemist prior to your vaccine/ injection appointment (Our reception will assist you with the bookings).

When you arrive, please hand the vaccines or injections to our reception as some of them need to be kept in the vaccine fridge at 2-8 degrees.

Long Consultations

Some complex medical issues may take longer or require additional time with our Practice Nurse. If you feel you require more than 15 minutes, or if you feel you may need a Nurse, please notify reception when making your appointment. Some examples of appointments that require long consultations/the Practice Nurse include:
- Procedures
- Skin checks
- Multiple medical issues (e.g., a pap smear combined with unrelated issues)
- Health plans and mental health plans
- Immunisations
- Diabetes checks

Home Visits

Doctors may perform home visits. This is restricted to regular patients who are too frail or ill to come to our surgery.

Telehealth Consultations

Doctors may perform telephone consults for regular patients who have been to the practice for a face-to-face consultation in the last 12 months. This is restricted to those who are too frail or ill to come to our surgery, or who have any of the following symptoms: fever, or respiratory symptoms such as cough, fatigue, sore throat, headache, and difficulty breathing.

Practice Communication Policy

Messages are triaged and sent to the doctor on duty. If the matter is urgent the doctor will advise what action is required. Other messages are checked by the doctor routinely during the session and actioned accordingly.

Your Privacy

Thornlands General Practice respects your privacy, and your medical records are confidential. It is within practice policy to maintain security of personal health information, and to ensure that this information is only available to authorised members of staff. Please ask reception if you would like a copy of our Privacy Policy.

Suggestions & Complaints

Your feedback is important to our Practice! Thornlands General Practice aims to assist you in the best way we can. We take suggestions and complaints seriously. Please feel free to talk to your doctor, ask to speak to our Practice Manager, or send an email to thornlandsgp@gmail.com

If your complaint was unresolved, please contact the Health Ombudsman, GPO Box 13281 George Street, Brisbane QLD 4001

No-Show Policy

Please note that we charge $25 no-show fee per missing appointment. To cancel or reschedule an appointment, please call us at least 2 hours prior to the appointment. This allows us to offer the allocated time to another patient.

Our no-show policy and fees are in place because when appointments are booked, the appointment time is reserved especially for you or your family.