About Us

Our Practice:

Our practice has been providing comprehensive medical care to members of our community since 1974. Our clinic is a renovated Queenslander, situated on the western edge of the Ashgrove Shopping Centre with free parking available at the rear.

Our Team:

We are committed to long term care for our patients. Patients are treated like family.

If you have any questions about your appointment or any fees, you can speak to our friendly and experienced administration team.

Practice Hours

Monday – Friday: 8am – 6pm
Saturday: 8am – 11.30am.

Appointments

If you would like to schedule an appointment, please contact us on (07) 3366 1349 or you can make a quick and easy appointment through our website. A standard appointment is 15 minutes. If you think you might need a longer appointment, speak with a member of our reception team before you book your appointment.

Where possible, we will always try to ensure that we can find a suitable appointment time with your preferred doctor. Please be aware that emergencies will be given priority, if this situation should occur when you are scheduled to attend the practice, our staff will ensure every effort is made to contact you.

Appointments are held aside for urgent consultations and sick children. We are always happy to accommodate walk-ins where possible.

Saturday’s are reserved for patients who require assistance with acute medical conditions or emergency appointments, if you need to see your doctor for a routine appointment it is preferable that this is scheduled for a week day to ensure our doctors are available to assist those in need or urgent medical attention.

Cancellation

Due to a high demand of appointments at Ashgrove Clinic, we have a cancellation policy in place. If you are unable to attend your appointment for any reason we ask that you contact the practice a minimum of two hours before your appointment time and preferably 24hrs prior. We are consistently heavily booked and missed appointments may deprive another patient of an appointment.

Waiting Times

We aim to be as punctual as possible. Due to medical emergencies which may arise, delays in scheduled appointments may occasionally occur, in such cases, emergencies will be given priority. We regret any inconvenience caused due to these delays. Please feel free to contact us to confirm if your doctor is running on time prior to your arrival. Please let us know if you no longer require your appointment. We are always happy to help, so do let us know if you require assistance.

After Hours

This practice employs the National Home Doctor Service to provide after hours care when this surgery is closed. Please telephone 13 SICK (13 74 25).

Dial 000 for immediate emergency care.

Home Visits

Home visits and nursing home visits are available within reasonable distance, at the discretion of the treating doctor. They are available to regular patients whose condition prevents them from attending the practice.

Repeat Prescriptions

In order to monitor your health and fulfil our ethical and legal responsibilities, we require that you attend an appointment with your doctor (or if your usual doctor is not available, one of our other doctors) in order to receive repeat prescriptions, medical certificates, referral letters and results. Where a script is able to be supplied without an appointment by the discretion of your GP, a fee will be payable.

Information you supply

All new patients are asked on arrival to complete a registration form prior to your consultation. To ensure optimal patient care, we request that you inform us of your cultural background. For existing patients, if there have been any changes to your personal information such as change of contact or Medicare details, address or emergency contact please bring this to the attention of our reception staff on your next visit or call our friendly receptionists.

We are committed to maintaining the confidentiality of your health records, and have protocols in place to safeguard your privacy. All information and medical records are strictly confidential and will not be shared with any third parties without your consent. De-identified data is shared with the local PHN.

Results and reminders

All incoming pathology and radiology results and specialists letters are reviewed by doctors. A monitored recall system is in place and you will be contacted if your doctor requires to see you urgently. Otherwise, please make an appointment to obtain results and to plan follow up care. No results will be given over the phone.

We have a reminder system in place for Cervical Screening, Immunisations, Care Plan review, Health Assessments and other miscellaneous services. We also participate in national, state and territory reminder systems. Please advise us if you do not wish to participate in any of these recall and reminder systems, or talk to your doctor for more information.

Electronic Communication

Electronic mail is monitored throughout practice hours, however, patients are encouraged to call rather than email. Bookings can only be made online or by telephone. For privacy purposes we are unable to send or receive private and confidential information, such as patient records, via email. Please be aware all communication from patients, to patients, or about patients become part of a patient’s health record, in addition to any actions taken in response to the message.

Telephone Calls

You can contact the practice by calling us during surgery hours. Our staff are unable to give clinical information, including results, over the phone. All calls are made and received strictly within surgery hours. All calls are answered by either the reception or nursing team from the reception desk.

Telephone calls from patients will not be put through to our Doctors. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing your Doctor, our Nurse may be able to assist however should this query not be resolved you will need a subsequent consultation with your Doctor.

Should a general message be conveyed from reception to a Doctor on your behalf that is requiring a response, please allow up to 3 business days for a response. If you have an urgent medical problem that is life threatening or serious, you will be provided advice from our nurse. All other issues will be triaged accordingly by our receptionist or nurse.

Transfer of Health Records

Upon receipt of a formal request to transfer your file to another practice, we will prepare and send a concise health summary along with any copies of results and relevant documents.

Interpreter Service

Regardless of your preferred language, we can help you to arrange an interpreter through TIS to assist with any language barriers during your consultation. We are also able to arrange an interpreter through NABS, National Auslan Interpreter Service, for our deaf patients.

Feedback

We are always happy to hear from you, whether it be for a complaint, concern or compliment.

Your feedback can be given via telephone, or write to:

Practice Manager manager@ashgroveclinic.com.au 07 3366 1349 Fax 07 3366 0042.

We believe that problems are best dealt with through the practice. However, if we are unable to assist, you may prefer to contact the Queensland Government Centre for handling complaints:

Office of the Health Ombudsman PO Box 13281 George Street Brisbane Qld 4003 122 OHO (133 646) www.oho.qld.gov.au

Privacy Policy

Our privacy policy can be found here

Ashgrove Clinic