Phone (02) 6109 0000

FAQ

Making Appointments

Our patients usually find it most convenient to book online. If you wish to call, please advise which practice you would like to visit and your preferred GP.

We will try to book you with your regular GP where possible for continuity of care. If your usual GP is not available, please see one of our other GPs at either Lyneham or Crace. They will have full access to your computer record. Your usual GP will be able to view that consultation record at your next visit with them.

If you think your appointment will require longer than fifteen minutes, please book a long appointment.

If you wish to book a skin check or a mental health care plan, please advise reception so they can make the appropriate length appointment.

If you wish to cancel your appointment, please give us as much notice as possible.  Missed appointments or cancellations within two hours of appointment will attract a fee of $40.

Urgent Bookings

We reserve a proportion of appointments for urgent bookings on the day. These are available for all our GPs.

You can secure an 'on the day' appointment by booking online after midnight or by calling from 7.45am.  If we are fully booked, we will still try to see you if your need is urgent.

If we are unable to provide you with an appointment, please request to be placed on the waiting list. To be placed on the waiting list, please call reception. We will try our best to help you.

Billing

Payment is required at the time of consultation. Your GP is not a bulk billing clinic.

Standard appointment fees are $85 ($70 for pensioners) with a rebate of $37.60. Longer appointments over 20 minutes are $155 ($125 for pensioners) with a Medicare rebate of $72.80.

Saturday morning (Crace practice only) standard consultation appointments are $100 with a rebate of $37.05. Appointments over 20 minutes are $170 with a rebate $71.70.

If a procedure or any other type of appointment is made, fees will be advised beforehand.

All Workers Compensation/Third Party cases are required to pay at the time of consultation. You will be able to claim directly from your insurance company. There may be a gap of between $5 to $20 depending on the length of the consultation and the insurer rebate.

Parking

There is easy and plentiful parking right outside the practice.

There are two disabled car parks outside the front door.

Languages Spoken- English

A phone interpreter can be provided if necessary. Please advise the language spoken and preferably give us a few days notice to organise an interpreter.

For our deaf patients we use the National Relay Service.

Confidentiality

Your privacy is very important to us.  Patient information is kept confidential. You may request our full privacy policy from reception or access it at the bottom of this webpage.

Medical Certificates

A medical certificate is a legal document. Certificates cannot be backdated.

Certificates will not be issued unless the Doctor is consulted.

Results

If your results are abnormal the practice will notify you. If you are not contacted, please call to check if the results are normal.

Please call regarding results after 10am.

Contacting Your Doctor

Your GP can be contacted during business hours. Your GP will only take urgent calls at the time.

Non-urgent calls will be taken as a message and your call will be returned.

Please where possible let reception know what your call is regarding.

Repeat Prescriptions

We request that you attend for review for a repeat prescription. This is best practice medicine. At your doctor’s discretion a repeat prescription may be done without an appointment. This will be done in exceptional circumstances. An administration fee of $15 will apply.  Please allow four working days.

E-Mail

E-mail to reception is not secure.  Please take care in disclosing confidential information.

Email non-urgent matters to reception@yourgpcrace.com.au.

Reminders

Our practice values preventative health care. Reminders will be sent to remind you of important health checks.

Afterhours Care

Canberra Afterhours Locum Service (CALMS), please call 1300 422 567. 

CALMS give us a summary of your visit.

Accreditation

We are fully accredited with AGPAL (Australian General Practice Accreditation Limited).

Teaching Practice

YourGP is a teaching practice. Third year medical students from the ANU sit in with our GPs. We host one student in the practice for six week rotations, six times each year. Medical students appreciate participating in your care. We consider patients an important part of the teaching team. If your GP has a medical student you will be advised. You may decline to have a medical student present during your consultation.

We also teach and provide supervision to GP registrars. A registrar is a fully qualified doctor who is undertaking further training in General Practice. Registrars have several years postgraduate experience in the hospital system. General practice training involves two years of work under a GP supervisor. Registrars are required to sit the Royal Australian College of General Practitioners fellowship exams. Our current registrar is Dr Kathleen O’Brien. Our GP supervisors are Dr Freya Ashman, Dr John Deery and Dr Mel Deery. Dr Mel Deery is also an examiner for the RACGP fellowship exams.

Suggestions or Complaints

We appreciate any suggestions about how to improve our service.

You can provide us with feedback by filling in a feedback form in the waiting room and leaving it in the feedback box, e-mailing 
reception@yourgpcrace.com.au, or call us on 6109 0000 and ask to speak to the practice manager or senior receptionists.

If we are unable to resolve your complaint you may make an official complaint to the Community & Healthcare Complaints Commissioner, GPO Box 321, Canberra. ACT. 2601.

Privacy Policy

Introduction
This privacy policy is to provide information on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.
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 access 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 (e.g. staff training).
What personal information do we collect?
The information we will collect about you includes:
 names, date of birth, addresses, contact details
 medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
 Medicare number (where available) for identification and claiming purposes
 healthcare identifiers
 health fund details.
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 will collect your personal information:
1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
2. During the course of providing medical services, we may collect further personal information through Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system, e.g. via Shared Health Summary, Event Summary.
We may also collect your personal information when you send us an email, 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. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
 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 Veteran's Affairs (as necessary).
Who do we share your personal information with?
We sometimes share your personal information:
 with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with Australian Privacy Principles and this policy
 with other healthcare providers
 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 there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
 during the course of providing medical services, through Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system (e.g. via Shared Health Summary, Event Summary).

Only people that need to access your information will 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 do we store and protect your personal information?
Your personal information will be stored at our practice primarily as electronic records. We will store your paper records when they have been transferred by another practice.
Our practice stores all personal information securely.
We protect your personal information by:
 securely locking away paper files or scanning them into your electronic record
 highly secure and protected medical record IT systems
 confidentiality agreements for staff and contractors
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 and submitted to the practice manager. Our practice will respond within a reasonable time of within thirty days. There will be an administrative fee which be advised by the practice manager.
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 your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to practice manager Ian Smith, ian@yourgpcrace.com.au or by calling 6109 0000.
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.
Please contact us via:
Practice manager Ian Smith, ian@yourgpcrace.com.au
OR
YourGP@Crace, 1/5 Baratta St, Crace, ACT, 2911.
reception@yourgpcrace.com.au
OR
YourGP@Lyneham, 1/62 Brigalow St, Lyneham, ACT, 2602
reception@yourgplyneham.com.au
OR
Call us on 02 6109 0000 (please note one number for both practices).
We will endeavor to respond to your complaint within thirty days.

You may also contact the Office of the Australian Information Commissioner. For further information, visit www.oaic.gov.au or call the OAIC on 1300 336 002.