The Hub Information

Practice Information

WELCOME TO
CALOUNDRA HEALTH HUB

 Caloundra Health Hub is dedicated to provides a facility with administrative support to independent consulting Doctors, Allied Health practitioners and other Consultants who provide services to the public.

 

  • The Hub has been operating since 2004. It is privately owned and led by Vivianne Dawalibi, a recipient of the prestigious ‘Nobel Peace Prize Certificate’ for her dedication, loyalty, and care.
  • The Hub’s mission is to provide an accredited facility with RACGP Standards.
  • The Hub provides administrative services required to enable its clients focus on their expertise.
  • The Hub vision is to accommodate various services that benefit the public with dignity, respect, and without any discrimination.
  • The Hub focuses its values on creating a happy, satisfactory work environment for its clients.
  • The Hub focuses its culture on working together with dignity and respect, high integrity and high work ethics, teamwork, continuous improvement embracing technologies for better outcome.

 

Independent Consulting Doctors

Dr Myat Su Oo

Dr Deepak Singhal

Dr Rehab Elnawwam

 

The Hub Supportive Team:

Practice Manager: Vivianne 
Receptionists: Heather, Victoria, Carissa, Christine
Practice Nurses – Kerry, Melissa, Leeanne, 

The Hub Contact

68 Bulcock Street, Caloundra QLD 4551
Tel: 5438 1488 Fax: 07 5438 0338
Email:     reception@caloundrahealthhub.com.au
Website: www.caloundrahealthhub.com.au

 

The Hub Opening Hours

Monday to Friday – from 8am to 4:30pm

Weekends & Public Holidays – (Phone Consult only)

In an emergency, please CALL 000, ask for an ambulance.
After hours, please CALL 5438 1488, your call will be directed to an operator, and a doctor will call you on a private number to organise for your consult.

Allied Health:

Physio Therapists – Seb and Brit

Management of Patient Personal Health Record

Caloundra Health Hub uses a medical management software for collecting information, ordering tests, provide prescriptions, and file discharged hospital summaries, and Specialists reports. Our computers are Password protected and backed up daily.

All recorded information is kept confidential and private, and is used mainly for the provision of patient healthcare. Caloundra Health Hub, we abide by the Australian Federal Privacy Laws and Standards for the private health sector. We abide by the 10 Australian National Privacy Principles available at https://www.oaic.gov.au

At times, patient’s information may need to be shared with other Health Care providers via the practice secured electronic referral system.

Electronic requests can be send via direct request to our email reception@caloundrahealthhub.com.au

In accordance with the policy at Caloundra Health Hub, upon receipt of an email request, it undergoes a thorough review, verification, and requires authorization from a doctor before patient information can be disseminated via email. This policy is implemented to safeguard and maintain the privacy and confidentiality of patient data. It’s important to note that this procedure exclusively applies to incoming electronic inquiries, as outgoing requests may compromise the confidentiality of the information.

Caloundra Health Hub’s policy is relevant to information transmitted via fax, unless we have confirmed that the information will be directly transmitted to a secure fax machine.

Results

Doctors consulting at Caloundra Health Hub places great importance on patients actively engaging in result follow-ups. The practice adheres to a policy that necessitates all patients to schedule a consultation for result discussions.

This approach is designed to ensure the communication of vital information and to allow the doctor to provide a comprehensive explanation of the results, as well as any potential treatment plans. It is important to note that, in specific situations, results may be conveyed over the phone by your authorized Doctor.

The consulting Doctor will provide guidance on when you can expect your results to be available at the practice. Feel free to contact the practice at 07 5438 1488 to arrange an appointment for a detailed discussion about your healthcare results.

Please note booking an Appointment to discuss Results could attract an out of pocket fee.

 

Appointments

Consultation booking is by Appointment. Patients may book either face-to-face appointment or a phone or a video consult. Patients presenting without an appointment will be fitted in at the earliest available time, if possible.

Urgent medical matters will always be dealt with promptly.

Caloundra Health Hub has a standard ten-minutes appointment. No one likes to be kept waiting, our staff respects this and try to adhere to the appointment time. We expect the same from our patients.

Longer consultation is also available on request, so please inform reception staff if you require extra time. If you or a family member requires an Interpreter service or if you have a Special need, we can organise this for you. Please let us know when you make your appointment.

Emergencies will always be given priority, and our reception staff will attempt to contact you if there is any unforeseen delay. The unpredictable nature of a medical practice means that consultation sometimes last longer than expected. We sincerely apologise for any inconvenience caused to patients when we are behind schedule. Please feel free to call the practice to check whether your appointment will be on time. Reception staff will also try to send you an SMS advising of any delay.

To help us schedule your appointment appropriately, please tell reception staff if your consultation is likely to be long consult (e.g., medical reports for insurance, pre-employment, post-natal checks, counselling, skin excision, or if more than one member of the family is to be seen).

Please cancel your appointment if you do you not need it, at least 4 hours before your appointment to avoid receiving a DNA Bill of $50.

If you need any assistance, please contact our friendly staff.

Medical Certificates

A medical certificate may only be issued after an examination by a doctor is carried out.

Please CALL 07 5438 1488 or BOOK a standard Appointment ONLINE with HotDoc https://www.hotdoc.com.au/medical-centres/caloundra-QLD-4551/caloundra-health-hub/doctors

Did not attend (DNA) Policy

If you booked and your circumstances changed and you no longer need your appointment, please cancel your appointment at least 4 hours before to avoid receiving a DNA Bill of $50. This bill must be paid before your next appointment.

The reason behind this policy is that a missed appointment poses challenges for both parties involved. For the patient, a missed appointment results in treatment delays and disrupts the continuity of care. For the Doctor, a missed appointment hinders their ability to allocate the time to another patient who could have benefited from the treatment.

Home and other visits

Home visits are available for regular patients of this practice whose condition prevents them from attending the surgery.

Telephone access

Doctors working in this practice may be contacted during normal opening hours. Calls from patients are received by reception staff who will collect your details and pass your message to your doctor.

Messages will not be relayed to your Doctor as a result of privacy policies and to avoid disruptions during consultations. Our staff is only authorized to interrupt a consultation in cases of utmost urgency. Doctors will return phone calls at their discretion or may suggest scheduling an appointment for further discussion.

Your rights

The Consulting Doctors and their supporting team acknowledge the specific rights of patients and make every effort to uphold these rights. Caloundra Health Hub consistently delivers respectful and culturally sensitive care to all patients, without any form of discrimination. If you have any specific needs, please don’t hesitate to inform us.

The involvement of a third party in observing or participating in clinical care during a consultation only takes place with the patient’s explicit consent before the consultation.

Caloundra Health Hub actively encourages and addresses patient feedback. If you find any aspect of our services unsatisfactory or feel that your rights are not being fully upheld, we value your comments. Patient feedback forms are readily available at the reception, and you can conveniently submit your completed form in the Suggestion Box located in the waiting room.

Our practice has an information sheet that encourages patients to share both positive and negative feedback. Despite our best intentions, complaints may occasionally arise. If you encounter any issues, we are eager to hear from you. Please feel free to discuss your concerns with your Doctor or the receptionist, or alternatively, reach out to us via email at reception@caloundrahealthhub.com.au.

We treat your concerns, suggestions, and complaints with the utmost seriousness, and the feedback received is then relayed to the Practice Manager.

In the event that a complaint is not adequately addressed by this Practice, patients have the option to escalate their complaint to:

The Office of the Health Ombudsman
PO Box 13281
George Street, Brisbane QLD 4001
Tel: 131OHO or (133646)
Email: info@oho.qld.gov.au
Website: www.oho.qld.gov.au

Zero Tolerance Policy

Our entire team is well-trained and committed to providing you with dedicated service, always ensuring that you are treated with courtesy and respect. In return, we kindly request that you, as well as anyone accompanying you to the Practice, extend the same courtesy and respect to our administrative and clinical staff.

We maintain a STRICT ZERO TOLERANCE POLICY regarding any form of verbal aggression, physical aggression, or disruptive behavior directed at our staff or fellow patients within the practice. We want to inform you respectfully that abusive and violent conduct will NOT BE ACCEPTED.

If, at any time, a patient or an accompanying individual displays abusive, aggressive, or violent behavior towards our staff or other patients, we will not hesitate to involve law enforcement, and it may result in the removal of your name from our Practice list.

Smoking Policy

Smoking is not permitted in any area of this Practice.

Reminder system

Caloundra Health Hub understand that remembering appointments can sometimes be challenging. The practice has implemented an electronic Recall System, to help remind our patients about their scheduled appointments and any other applicable services.

For patients who have booked through HotDoc, a reminder text message will be sent via HotDoc. For those who have used alternative booking methods, our software provider will dispatch a reminder text message. It is essential for patients to confirm these reminders to ensure their scheduled appointments.

Consulting Doctors place a strong emphasis on preventive healthcare, and to facilitate communication with patients and enhance the quality of care and practice efficiency, the practice utilises the HotDoc Online Booking System. Patients will receive reminders through SMS or email.

Periodically, we may send you a reminder notice based on your eligibility, offering you preventive healthcare services that are relevant to your care. This communication may occur through a letter, an email, a telephone call, or an SMS message. If you prefer not to participate in the preventive health system, please inform our reception staff.

Request for Repeat Prescriptions

To uphold our ethical and legal obligations and to ensure the monitoring of your health, it is a requirement that patients schedule an appointment with a doctor for repeat prescriptions.

In the event that your regular doctor is unavailable, one of the other doctors may provide the consultation to issue further prescriptions for your medications. In certain cases, depending on the patient’s condition, the Doctor may consider writing a prescription without a consultation, but this is dependent on specific circumstances.

Requests for Referrals

Our practice has a policy that requires all patients to be seen by a doctor, for obtaining referral letters.

Care outside normal opening hours

Please remember – if you have an urgent medical condition DIAL 000 and request an ambulance for immediate care.

For After Hours healthcare, Dial the practice number 5438 1488, your call will be directed to an operator, and a doctor will call you to organise for your consult. Please note After Hours Fees apply as follows:

Please note After Hours Fees apply as follows:
Short Consult:    $80
Standard Consult: $100
Long Consult: $150
Prolonged Consult: $180

The After Hours is classified as:

  • Monday to Friday from 6pm to 8am
  • Saturday from 12 noon to Sunday
  • Public holidays – all day
Procedures

Consulting Doctors working at this practice can perform minor surgical procedures if required. For example, removal of moles, removal of skin lesions, or treatment of simple fractures, Cryotherapy for skin cancers and warts, nebulizer, pap smears, etc.

Please be aware Initial consultations including the Procedure will both attract out of pocket fees.

A longer appointment maybe required, so please inform reception staff. PATIENT CONSENT has to be obtained prior to undertaking any procedure.

Resuscitation equipment is located in the practice next to Reception.

Investigations

Consulting Doctors working at this practice, with the support of Nurses can perform Electro-cardiogram (ECGs), Lung function testing, blood sugar testing, pregnancy tests and hearing tests. These such services attract out of pocket fees.

Consulting Doctors, for further investigations can request blood tests, CT Scans, Ultrasound, Mammograms, Endoscopy and Colonoscopy tests, and other investigations as required. Patients have to contact the referred service provider and discuss their service fees prior to their appointment.

COVID Patient Information
  • You do not need to automatically contact your GP if you test positive on a home rapid antigen test.
  • You MAY need to register your positive result depending on which state you live in.
  • Most people (80%) experience only mild symptoms and can safely manage at home.
  • While in isolation, stay at home and isolate yourself from other people if you live with others, and there are measures you can take to keep others in the same household safe and prevent spread.
  • If you experience any “red flag” symptoms, go immediately to hospital and/or call an ambulance.

Individuals who receive a positive COVID-19 diagnosis are primarily prone to experiencing only mild symptoms (roughly 80% of patients) and can typically recover without requiring specialized treatment or hospitalization, particularly if they are fully vaccinated.

This guidance is intended for individuals diagnosed with COVID-19 who are dealing with mild to moderate symptoms. If you have received a COVID-19 diagnosis, it is imperative that you adhere to the instructions provided by your healthcare provider. In cases where you exhibit no symptoms or have mild to moderate symptoms, it is generally safe to self-isolate and manage your symptoms at home.

It’s important to remember that COVID-19 symptoms can change over time. Some individuals may remain asymptomatic, while others may experience worsening symptoms over the course of a few weeks. This guide has been designed to help you comprehend what to anticipate when you’ve been diagnosed with COVID-19 and what signs to watch for to gauge whether your condition is deteriorating.

In certain regions, you may be required to inform the public health unit of your positive test result (further details on reporting are provided below). It’s worth noting that a PCR (laboratory) test is not mandatory for you to be categorized as positive; a positive outcome from a home rapid antigen test (RAT) is currently deemed sufficient.

Throughout your recovery at home, all COVID-19 patients need to be closely monitored. While you’ll maintain regular contact with your general practitioner, it’s essential to also keep an eye on your own well-being. To assist you in monitoring your health at home, you will need specific equipment, including a thermometer and a pulse oximeter, which can be obtained from a pharmacy. Additionally, it’s advisable to establish daily contact with a family member or friend who can check in on you to ensure your well-being. If you have symptoms that cause concern, do not hesitate to reach out; you don’t need to wait for your GP to initiate contact with you.

While in isolation, remember that this involves:

  • Staying at home, unless you need to leave to get medical care or if you feel unsafe in your home.
  • Living in a separate room away from other people in your household.
  • Ensuring others do not enter your home, unless they are providing necessary medical or personal care, or emergency services.
  • Having groceries and other essential items delivered to your home.
  • Wash your hands frequently and thoroughly, wear a mask when you are in contact with someone.
  • Try to improve ventilation in the area (e.g. open windows).

Most people with COVID-19 experience mild symptoms. The most commonly reported symptoms include:

  • Fever
  • Fatige
  • Loss of taste and/or smell
  • Respiratory symptoms – coughing – increased phlegm or sputum
  • Headache
  • Sore throat
  • Mild shortness of breath
  • Muscle or joint pains
  • Runny nose
  • Chills
  • Intermittent nausea/vomiting
  • Intermittent diarrhoea

Our practice is committed to quality improvement and is Accredited with AGPAL.