Policy

Privacy policy

Phone Communication

Our Practice may contact you via telephone calls, text messages and/or email to confirm or notify you of any changes to your scheduled appointment, recalls requiring urgent attention and health promotion reminders (optional).
While telephone calls and text messages are generated using a secure facility and they are transmitted over a public network onto a personal telephone and as such may not be secure. However, the practice will not transmit any information which would enable an individual patient to be uniquely identified.
Telephone calls from patients will not generally be put through to doctors. Our reception staff will be happy to take down contact details and the message to pass on. Our Doctors will be in touch on the same day or if they are not available on the day, the next time they are scheduled to be in clinic.
Our Nurse may be able to assist you with any general questions regarding your healthcare. If you have a medical question after seeing one of our doctors, you can speak with the nurse and she will discuss your concerns with the doctor. Normally our nurse will return your call later the same day.
For any urgent medical problems, we recommend you attend your nearest Hospital, or alternatively our nurse will organise an urgent appointment with one of our doctors.

Electronic Communication

It is a Practice policy that no consultation will be conducted via email. The doctors will not usually discuss results over electronic communication as we cannot guarantee confidentiality. There may be exceptional circumstances, however this is at the discretion of the doctor .
Electronic communication is generally used only for correspondence of a non-sensitive nature. And while reasonable efforts are made to provide security via email communisation users should be aware that there are inherent risks in the transmission of information across the Internet and as such may not be secure.
While Emails and Facsimiles are reviewed on a daily basis, we kindly advise we can take up to 3 working days to respond to your query. For any urgent queries, we recommend calling our clinic for immediate attention.

Patient results

During the appointment, we advise all patients to book an appointment to discuss results. However, our procedures for the recall of results are as follows:

Urgent Results:

The nurse will contact you immediately by phone to advise you to make an appointment to see the doctor. If there is no answer after 3 attempts, a letter will be sent to you, advising an urgent appointment.

Non-Urgent Results:

The nurse will contact you via phone to advise you to make an appointment. If there is no answer after 3 attempts, a letter will be sent to you, advising an appointment.
If your results are normal, we do not contact you to advise you of this. You can phone the surgery to check if your results have been received, and may make an appointment to discuss the results, even if they are normal. We do not give results over.

Patient Feedback

If you have any questions, feedback or complaints please do not hesitate to contact the staff at Jupiter Health Ashby. You can also provide feedback, suggestions & complaints via email to p.manager@jupiterhealthashby.com.au
However, should patients wish to raise any matters of concern outside of the Surgery, they may wish to contact The Health and Disability Services Complaints Office (HaDSCO) Perth Tel: (08) 6551 7600 or free call 1800 813 583.
Jupiter Health Ashby has strict guidelines on confidentiality, patient consent, and consent for a 3rd party to obtain information, transferring of health information, access of patients’ personal health information.