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Privacy Policy

Treetops General Practice supports and acknowledges our patients' rights to access their health information.  We prefer your request to be made in writing and forms are available from reception to facilitate this process.  We will endeavour to process a request promptly and one of our providers (usually the treating doctor) will guide you through the information.

Please note that a full copy of our privacy policy and our Collection Statement is  available by following the link on the right hand side of our website or if you prefer, please request a copy from our reception staff.

Test Results

Test results are not given out over the telephone at Treetops General Practice except in the context of a Telehealth consultation provided by your treating doctor with your consent. To protect your privacy and confidentiality an appointment is  necessary to obtain test results following pathology and other investigations.

The treating doctor is the most appropriate and qualified person to explain, interpret and discuss pathology and investigation results.

Investigations and tests represent one of the many factors that are considered before reaching a diagnosis and planning treatment and they must be interpreted in the context of other health factors including your medical history and physical examination. 

Even normal results can be relevant in excluding or confirming a diagnosis.  

At Treetops we employ best practice systems and consultation helps to ensure that you understand your healthcare; that all results are considered and acted on and that you receive the best possible medical care.

Your doctor will be able to give you an indication of how long it will take for your investigation results to come back in so that you can arrange a return consultation.

Longer Appointments

Our doctors may ask you to re-book another appointment if you have complex or multiple issues to discuss. In this instance the most urgent issue will be dealt with on the day.  If your appointment involves an insurance, employment medical, driving or work injury please notify the receptionist so the appropriate time can be allocated and we can advise you if the service attracts a private fee.

Billing Arrangements

All our doctors Bulk Bill current Medicare card holders.  Health care card holders and Pension card holders will be asked to show their current concession card.  Occasionally your consultation may not be covered by Medicare  since some issues are not eligible for a Medicare rebate.     A complete list of our private fees are available at reception.   For any additional information please ask our  receptionists who will assist you further.

Home Visits

Are sometimes available by special arrangement and at the discretion of your treating doctor.

Telephone Calls

Our doctors do not take phone calls during consultations. A detailed message will be taken and relayed to the doctor as soon as practicable.  Emergency calls are always dealt with immediately and may be referred to our experienced nursing staff as necessary.

For medical attention out of normal hours please contact National Home Doctor Service 13SICK (that's 137425). 

Prescriptions/Referrals and Medical Certificates

It is Australian legislation that  prescriptions and  referrals  are only given after a consultation by appointment.  They are professional services and require appropriate consideration.  A medical certificate of any kind is a legal document and reflects the professional opinion of the doctor.  Our doctors issue Sickness and WorkCover certificates where appropriate and these require a consultation by appointment. 

Medical Record Confidentiality

Our practice ensures that your personal health information is only available to authorized staff members and handled in compliance with the current Australian Privacy Principles. With your consent, we collect your personal information (name, address, contact details, Medicare number and medical history) for the purpose of managing your healthcare and for billing purposes.

Security of Information

Our practice keeps all personal information securely in protected and encrypted software systems.  We do not use any personal information in relation to direct marketing without the transparent and  express consent of the patient.  

Email Communications

Treetops General Practice does not use, nor intends to use email communications. The use of unencrypted email can pose security risks including: 

  • Emails may be sent to the wrong recipient
  • Emails accessed on portable devices e.g smart phone that can be lost or stolen 
  • Emails can be changed or forwarded without the knowledge or consent of the original sender
  • Email is vulnerable to interception 

Social Media

  • is defined as online social networks used to disseminate information through online interactions. 
  • Treetops General Practice does NOT participate in social media and is not active on any social media platforms. 

As recommended by RACGP guidelines, we use secure electronic messaging providers to send and receive health information. 

Your Comments

On our medical services are invited.  A suggestion box is placed in our reception area and if you have a more formal complaint please ask reception for the appropriate form to complete.

Should you have a comment or complaint that needs immediate action we firstly ask that you direct it to our Practice Manager (Jane Leeland) and allow us the opportunity of addressing and resolving the matter if possible. 

However your feedback and welfare is important and if you feel your complaint is of a more formal nature please ask reception staff for a form to complete and this will be directed to management. 

Should you prefer an independent review of the issue follow the link below for details.

The Office of the Health Ombudsman PH: 133646