Our Policies
This page provides an overview of our policies. You can request a full copy of any of these policies at the clinic or by e-mailing info@fphw.org.au.
Communication
When a patient calls the clinic, the medical administration officer will ask the patient three questions. This is to identify the patient and make sure we have the correct person for the appointment and to forward any messages onto. Our practice will communicate with patients either by telephone or SMS if the patient has consented to this.
Test Results
All test results, including pathology results, diagnostic imaging and investigation reports, and clinical correspondence received are reviewed by our doctors in a timely manner and incorporated into the patient’s health record. Patients are advised at the time of ordering a test, investigation or referral how the results will be communicated to them.
Feedback and Complaints
Patients have the right to provide feedback on our services or to make a complaint.
We would love to hear about your experience with us. If you have suggestions for how to improve our services, please let us know. All feedback helps our service to meet the needs of the community.
Patients can put their feedback or complaints in writing to The Privacy Officer at info@fphw.org.au or complete the Patient feedback form. Return the form to:
The Privacy Officer, Thomastown
First Peoples’ Health and Wellbeing
258 Settlement Road
THOMASTOWN VIC 3074
OR
The Privacy Officer, Frankston
First Peoples’ Health and Wellbeing
PO Box 11222
FRANKSTON VIC 3199
If the matter cannot be resolved, and you wish to take the matter further you can contact:
The Office of the Health Complaints Commissioner
Telephone: 1300 582 113 between 9:30am and 3:00pm, Monday to Friday
Web: www.hcc.vic.gov.au
Complaints that relate to privacy issues or concerns that cannot be resolved internally are to be directed to:
The Office of the Australian Information Commissioner
Telephone: 1300 363 992 between 10:00am and 4:00pm, Monday to Thursday
Web: www.oaic.gov.au
Patient Privacy and Management of Health Records
Patients’ privacy and confidentiality are important to us. We assure privacy and confidentiality during consultations, appointments, telephone calls and in handling medical records and accounts. Our policy is to always maintain security of personal health information and to adhere to the National Privacy Principles and the Victorian Health Records Act.
When someone becomes a patient at First Peoples’ Health and Wellbeing, they sign a new patient form providing consent for our team to access personal information so that we can provide the best possible healthcare including accurate and timely diagnosis and treatment. If we wish to use a patient’s information for anything else, we must seek their consent first.
Patients can request access to their personal health information by completing a Personal Health Information Request Form. This request will be sent to their General Practitioner.