Practice Information

Practice Information

WELCOME TO
CALOUNDRA HEALTH HUB

Caloundra Health Hub is committed to providing a wide range of high-quality medical services to the entire family from family planning, pregnancy, children health, young and adults towards the elderly age. Our culture focus on the provision of professional service, easy access, excellent customer care with all your health needs under the one roof.

Caloundra Health Hub believes that a general practice is the cornerstone of the Australian health system, and we recognise that quality primary care is a major determinant of the health of a society. We acknowledge the challenges faced by the community. Doctors working at this practice use their skills and resources to enhance the work and lives of patients and our staff.

Doctors working at this practice believe in evidence-based care, which will help make the system stronger, allow for high value care for patients, and emphasise the value and role of general practitioners in the community.

Doctors:

Dr Myat Su Oo
Dr Deepak Singhal
Dr Nadia Naeem
Dr Griselda Sta Maria
Dr Gerry Dowdall

The Practice Team:

Practice Manager: Vivianne
Practice Admin:
Homer
Receptionists: Heather, Kelly, Victoria, Ashleigh, Homer
Practice Nurses – Kerry, Karen, Debra, Peta

Practice Contact:

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

Practice Hours:

Monday to Friday – from 8am to 5pm
Weekends & Public Holidays – subject to GP availability

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 to organise for your consult.

Allied Health:

Diabetes Educator – David Franklin
Physiotherapists – Seb and Brit
Cardio Technician – Cardionexum
Fat Freezing & Nutritionist – Cindy
Hearing test – Attune
Dietician – Zoe

 

Management of your personal health records

Our practice uses computerised Medical Records to record collected information, order tests, provide prescriptions, and file discharged hospital summaries, and Specialists reports. Our computers are Passwords protected and backed up daily.

All recorded information is a confidential and private document, used mainly for the provision of your healthcare. At our practice, 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, your information may need to be shared with other Health Care providers via the practice secured referral system.

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

It is our practice policy, once an email request is received, it must be reviewed, verified and doctor’s permission obtained, then patient’s information will be emailed. This policy ensures patients’ information is kept safe, private, and confidential. This procedure is only for incoming electronic enquiries as their confidentiality may be compromised with outgoing requests.

Our policy applies to information by fax unless we are assured that the information will be sent directly to a secure fax.

Results

We highly appreciate patients to follow up with their results.

It is the policy of our practice to have all patients return for a consultation to discuss their results, as we believe this enables the disclosure of essential information and enables the doctor to provide an explanation on their results and any other further treatment plan as needed. Only in certain circumstances, results could be given over the phone by an authorised clinician.

Your doctor will advise you when they expect your results to arrive at the practice. Call the practice on
5438 1488 to make an appointment to discuss your results regarding your healthcare.

Appointments

Consultation 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.

Our practice has a standard ten-minutes appointment. No one likes to be kept waiting, our staff respects this and try to adhere to 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 our 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 for $50.

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

Medical Certificates

A medical certificate may only be issued after an examination by a doctor is carried out.Please CALL 5438 1488 or BOOK ONLINE and make an appointment for this reason.

Did not attend (DNA) Policy

If you booked and your circumstances changed and you do not need your appointment, please cancel your appointment at least 4 hours before your appointment to avoid receiving a DNA Bill for $50. This bill must be paid before your next appointment.

The reason to the policy is a missed appointment presents problems for both of us. For patient, a missed appointment causes a delay in treatment and continuity of care. For the practice, a missed appointment prevents us from scheduling another patient that could have benefitted 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 transferred to your doctor due to privacy policies and interference in consultations. The staff can only interrupt a consultation if the matter deems to be urgent. Doctor’s will return phone calls at their discretion or may request an appointment to be made.

Your rights

We recognise patients have certain rights and we endeavour to support these rights. Our practice always provides respectful and culturally appropriate care to all patients under all circumstances, and with no discrimination. Please let us know if you have a specific need.

The presence of a third party observing or being involved in the clinical care during a consultation occurs only with the permission of the patient prior to the consultation.

Our practice provides opportunities for and responds to patient feedback. If you are unhappy with any aspect of the services or if you feel your rights are not supported, we would appreciate your comments.

Patients feedback forms are available on the reception desk, and you could put your completed form in the suggestion box which is situated in the waiting room.

This practice has an information sheet that encourages patients to give their positive and negative feedback. Despite the best intentions, complaints may arise. If you have a problem, we would like to hear about it. Please feel free to talk to your doctor or to the receptionist or you may contact us at: admin@caloundrahealthhub.com.au

We take your concerns, suggestions, and complaints very seriously. The feedback obtained is then passed onto the Practice Principle.

In the event of a complaint not being dealt with appropriately by this Practice, patients are entitled to address 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

All our staff are trained and dedicated to serve you and you will be always treated with courtesy and respect. In return, we ask that you and anyone that you bring with you to the Practice to treat our administrative and clinical staff with the same courtesy and respect.

We have a ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and ill behaviour towards our staff or other patients in the practice. We respectfully advise you that abuse and/or violence will not be tolerated.

If a patient or anyone a patient brings with them to the Practice, is abusive, aggressive, or violent towards our staff and/or other patients the police will be called and may result in you being removed from our Practice list.

Smoking Policy

Smoking is not permitted in any area of this Practice.

Reminder system

We know it can be difficult sometimes to remember appointments. Our practice has a computerised Recall System to remind our patients with their booked appointments and any other eligible service.

For patients booked through HotDoc, HotDoc will send a reminder text message and for those who booked using other method, our software provider will send a reminder text message. Patients must confirm to ensure their booked appointments.

Our practice is committed to preventative healthcare, and we use HotDoc Online Booking System, to assist with the communication with our patients and improve patients’ quality of care and practice efficiency. Our patients will be reminded by SMS or Email.

We may issue you with a reminder notice from time to time, based on your eligibility, offering you preventative healthcare services appropriate to your care. This could be through a letter, an email, a telephone call or via an SMS message. Please let the reception staff know if you do not wish to be part of the preventative health system.

Request for Repeat Prescriptions

In order to monitor your health, and fulfil our ethical and legal responsibilities, we require that patients must be seen by a doctor for repeat prescriptions (if your regular doctor is not available, you can be consulted by one of the other doctors) in order to receive further prescriptions for your medications. There might be special circumstances, based on patient’s condition where the Doctor agrees to write a script without a consultation.

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:    $75
Standard Consult: $100
Long Consult: $150
Prolonged Consult: $180

The After Hours is classified as:

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

Doctors working at this practice can perform many 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. Resuscitation equipment is available in the practice.

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

    Investigations

    Doctors working at this practice can perform Electro-cardiogram (ECGs), Lung function testing, blood sugar testing, pregnancy tests and hearing tests.

    Doctors, for further investigations can request blood tests, CT Scans, Ultrasound, Mammograms, Endoscopy and Colonoscopy tests, and other investigations as needed

      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.

      People who test positive for COVID-19 are most likely to only experience mild symptoms (80% of patients) and recover without requiring special treatment or hospitalization, especially if fully vaccinated.

      This guide is for people who have been diagnosed with COVID-19 and have mild to moderate symptoms. If you have been diagnosed with COVID-19, you must follow the instructions give to you by your doctor. If you have no symptoms, or your symptoms are mild to moderate, it is usually safe for you to isolate and manage your symptoms at home.

      Remember: It is normal for COVID-19 symptoms to change over time. Some people will have no symptoms and some people’s symptoms might become worse over a couple of weeks. This guide is designed to help you understand what to expect when you are diagnosed with COVID-19, and what to look out for so that you know if your COVID-19 is getting worse.

      In some states you are asked to notify the public health unit that you have tested positive (see below for more information on how to report when you need to do so). You do not need to have a PCR (lab test) for you to be considered positive – a home rapid antigen test (RAT) is currently sufficient to be considered as a positive result.

      All COVID-19 patients need to be monitored closely while they recover at home. While you will have regular contact with your GP, you will need to continue to monitor your own health as well through out this time. To help you to monitor your health at home, you will need some equipment, including a thermometer and a pulse oximeter which you can purchase from a pharmacy. You should also contact a family member or friend who can make daily contact with you to make sure you are ok. Do not wait for your GP to contact you if you have symptoms that are causing you concern.

      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.