Communication and test results

If it is an emergency

If you or someone else has severe symptoms — such as chest pain, trouble breathing, sudden weakness or heavy bleeding — call 000 (Triple Zero) now. Do not wait for a callback from the practice.

Phoning the practice

When you call during opening hours, we may need to take a message — the doctor is usually with a patient, and we don’t interrupt consultations except in an emergency. The doctor returns calls when free.

When you call, tell us what the call is about. If it is urgent, say so straight away, so we can respond appropriately. Medical advice can’t be given over the phone at the front desk; for anything about your health, we will book you an appointment or arrange for the doctor to call you back.

Outside opening hours, see our after-hours page for your options, or call healthdirect on 1800 022 222 for free 24-hour health advice.

Email and online enquiries

Electronic messages to the practice — for example email, or an enquiry through this website — are for general enquiries only: questions like how to book, what to bring, or whether we offer a service. Please never use them for:

• Medical questions, symptoms or anything about your health. Electronic messages are not a secure way to send health information, and they are not a substitute for a consultation.
• Anything urgent. Messages are not monitored continuously. For urgent matters, call the practice, call healthdirect on 1800 022 222, or call 000 in an emergency.

If you need medical advice, please book an appointment instead of writing to us.

Test results

When the doctor orders a test, they will explain how and when you will get the result. The doctor reviews and actions all results personally.

Three things always apply:

• Results are not given out over the phone by our administrative team. If you have a question about a result, ask to speak with the doctor, or raise it at your next visit. Some results are best explained in person or in a phone consultation with the doctor.
• We will contact you if follow-up is needed. If a result needs action, we will get in touch to arrange the next step. Please keep your contact details up to date so we can reach you.
• Never assume no news is good news. Results can occasionally go astray. If you expected a result and have not heard from us, call the office and ask for a message to be passed to the doctor.

Reminders and follow-up

The doctor arranges any follow-up or recall you need as part of your care — for most of our home-care and residential patients, this happens through regular scheduled visits. If you receive a reminder from us, please act on it or call us if you are unsure why you received it.

Questions

If anything here is unclear, ask at reception or contact the practice.