IMPORTANT

If you have symptoms of COVID-19; if you have been in contact with a confirmed COVID-19 case or if you have travelled interstate or overseas within 30 days – Please DO NOT attend the practice. Please phone the Practice on 3366 3544 and we can arrange a telehealth consultation with your doctor.

WE BULK BILL CHILDREN UNDER 16 ON WEEKDAYS

Ashgrove West Group Practice is a family owned and operated General Practice which has been providing medical services to the local community for over forty years.

All doctors at this Practice are vocationally registered General Practitioners who participate in Quality Assurance and Continuing Education and are committed to providing care of the highest standard. The Practice has been fully accredited with AGPAL (Australian General Practice Accreditation Limited) since October 1999 and is thus recognized as a quality General Practice.

AFTER HOURS CARE

If you need to contact a Doctor when the surgery is closed, please phone (07) 3366 3544 and listen to the recorded message. The message will give contact details of our available after hours service.
APPOINTMENTS

Appointments can be made by phoning the surgery on (07) 3366 3544, through our online appointment book on our website (please click on the “Book Appointment” button), or through the HotDoc App on your mobile (free to download and quick and easy to use). Standard appointments are made for 15 minutes per person. If there are multiple family members requiring an appointment, or more than one problem to be discussed with your doctor please advise reception so they can allocate the appropriate amount of time required. Whilst every effort is made to adhere to appointment times, the varied nature and multiplicity of problems presented by patients can sometimes make this difficult to achieve. If you are concerned about wait times, we encourage you to call before your appointment to see if your doctor is running to schedule.

Our Doctors are offering telephone or video consultations so you can get advice, treatment or a referral, medical certificate or a script without leaving home. Telehealth helps protect both patients and health workers from unnecessary risk of infection. You must have had a face-to-face consultation in the last 12-months with the same doctor, or another doctor at the practice. You don’t need any special equipment for telehealth, and can either use your phone or a computer. If an Interpreter Service is required (Phone: 1300 575 847), please advise staff prior to your appointment. A minimum of 24 hours notice is required.
TELEPHONE ENQUIRIES AND TEST RESULTS

If you have enquiries about results, please phone between 2pm – 3pm and ask to speak to the Registered Nurse on duty. In urgent situations or where abnormal results are identified either your doctor or one of our nurses will contact you. We like to ensure that all patients having consultations receive optimal time from their doctor, so telephone calls to the doctors will be restricted to emergencies only. If you would like to discuss any further matters with a doctor, it would be appreciated if you could make an appointment to do this. In some circumstances, the reception staff may be able to book a telehealth consultation with your doctor to address your concerns.

RECALL AND REMINDER SYSTEM

AWGP has a system for preventative health care reminders and recalls for follow up after abnormal test results. Patients will receive a maximum of three letters and a phone call to arrange a consultation for recalls considered pertinent to their treating GP. Please inform the doctor if you do not wish to be included on our reminder lists.
COMPLAINTS AND SUGGESTIONS

If you have a complaint or a suggestion please speak to the Practice Manager or one of the doctors. If you have complaints or concerns about the healthcare provided, you are advised to contact the Office of the Health Ombudsman, details are below.
phone 133646
www.oho.qld.gov.au

MANAGEMENT OF YOUR INFORMATION

AWGP, as a private provider in the health industry, is bound by the National Privacy Principles formulated from the Information Privacy Act 2009. These rules set out how personal information must be collected and managed in the public health sector environment. This document is available for your perusal at reception.

EMAIL

In times of need the Practice email address may be provided to patients. Email is only to be used at these specific times and is not to be used in urgent situations and cannot be used to make appointments.