Thank you for attending Ranford Medical Centre a fully accredited practice. We are a family practice offering a high quality of service for acute and ongoing medical problems. This pamphlet is intended to help you to obtain the maximum benefit from the services and facilities available. OPENING HOURS Monday – Thursday Friday Saturday 8.00am – 12.30pm 8.00am – 12.30pm 8.00am – 12.30pm 1.30pm – 6:00pm 1.30pm – 5.30pm THE DOCTORS The permanent Doctors are locally trained and have further qualifications in general practice (Royal Australian College of General Practitioners) and participate in ongoing medical education. This is an accredited training Practice of the RACGP. Doctors working towards fellowship of the RACGP spend a period of 6 months in the Practice as part of their further training. The doctors at the Ranford Medical Centre are: Dr Ken Wong, Dr Mark Pallot, Dr Ted Khinsoe, Dr Param Dhillon, Dr Sehli Quaddus – (full-time) Dr Branka Mandic, Dr Farah Tan, Dr Kate Peters – (part-time) Dr Mary Wyatt (full time RACGP Registrar), Dr Byron Scott, Dr Kate Finnesey (part time RACGP Registrars) OFFICE STAFF: Practice Manager: Melissa Keegan Reception Staff: Vicki Smith, Stacey Cox, Julia Mignacca-Randazzo, Liz Hewson, Lauren Allsopp and Emma Campbell. Nursing Staff: Lisa Foley, Louise Duck, Alisha Smit, Amrita Badoura and Kate Price. APPOINTMENTS Appointments are booked at 15 minute intervals. Some medical problems require extra time. These include medical examinations / checkups and multiple or complex problems. To enable us to provide the best medical care, we encourage our patients to request their preferred GP where possible. If an extended appointment is needed, please advise the receptionist and it will be our pleasure to accommodate you. If you are unable to attend an appointment, we would appreciate notification at your earliest convenience. It may help another patient. If an appointment is not cancelled with sufficient notice a non-attendance fee of $75 may be charged. FEES Please see the billing policy below. RECORD KEEPING We encourage patients to keep us up to date with contact information. Please advise the receptionist of any changes to your phone numbers, address details, emergency contact details, and Medicare card number. Ranford Medical Centre Cnr Ranford and Campbell Roads, Canning Vale WA 6155 Telephone: (08) 9456 0800 Facsimile: (08) 9456 0055 EMERGENCIES Emergencies will be attended to at any time. If you feel you have an emergency, please telephone the surgery immediately to discuss the problem, or alternatively, attend the closest hospital. TELEPHONE The Doctors may be contacted by telephone during normal hours. Emergency calls will be put through immediately but a message may have to be taken and your call returned if the Doctor is with a patient at the time. HOME VISITS Home visits are available from this practice to our regular patients who live within a 10km radius of the surgery. Please telephone the surgery to discuss your problem. We would appreciate if you could restrict requests for home visits to occasions when you are unable to attend the surgery. Where we are unable to provide a home visit during regular surgery hours, we can arrange a locum doctor from WADMS to visit you in your home. AFTER HOURS If you require medical attention outside of regular surgery hours, you may obtain assistance at GP After Hours Murdoch on 9366 1500, GP After Hours Armadale on 9391 2285 or go to the nearest hospital emergency department. To arrange a home visit after hours, please call WADMS on 9321 9133. MEDICAL CERTIFICATES Medical certificates can only be provided if you have seen the doctor during your illness . INTERPRETER SERVICE Our practice can arrange interpreters for patients who are unable to speak English. If you require an on-site interpreter, please advise the receptionist when making your appointment, as this needs prior arrangement. Telephone interpreters are available 24 hours a day, 7 days per week. Some GP’s also speak various languages. Please ask the receptionist for more information. TEST RESULTS We encourage our patients to make a follow up appointment for their results. If you haven’t made an appointment and the doctor needs to see you regarding your results, we will send you a letter asking you to make an appointment. For privacy reasons, we do not give results over the phone. Ranford Medical Centre Cnr Ranford and Campbell Roads, Canning Vale WA 6155 Telephone: (08) 9456 0800 Facsimile: (08) 9456 0055 RECALL / REMINDER SYSTEM This practice has a recall system for PAP smears, mammograms, “flu vaccinations”, and other ongoing medical conditions. If you are strongly opposed to being enrolled in a reminder system, please advise the receptionist. STERILISATION All surgical instruments and needles used in this surgery are either single use disposable items, or are sterilised in accordance with Health Department standards for each and every patient. PRIVACY Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. FEEDBACK We will always endeavour to improve our level of service. Please feel free to discuss any issues that concern you with the doctors or reception staff. Suggestions that you may have to improve our service are most welcome. We feel that problems are best dealt within the practice, indeed we want to know if you are concerned about any aspect of our service. However if you feel there is a problem you wish to take up outside, you can contact the Office of Health Review with your complaints. The address is: HADSCO GPO Box B61 Perth WA 6838 Ph: (08) 9323 0600 EMERGENCY TELEPHONE NUMBERS Poisons Information Centre – 13 11 26 St John Ambulance/Police/Fire Brigade – 000 Princess Margaret Hospital for children – 9340 8222 St John of God Hospital (Murdoch) – 9366 1111 Royal Perth Hospital – 9224 2244 Fremantle Hospital – 9431 3333 Sir Charles Gairdner Hospital – 9346 3333 King Edward Memorial Hospital – 9340 2222 Health Direct – 1800 022 222 Ranford Medical Centre Cnr Ranford and Campbell Roads, Canning Vale WA 6155 Telephone: (08) 9456 0800 Facsimile: (08) 9456 0055 BILLING POLICY We are a private billing practice. This ensures the highest level of health care for you and your family. Eftpos and credit card facilities are available for your convenience. Children and aged pensioners are bulk billed for routine appointments. Other patients are billed as follows: Consult Children aged to 12 Adults Aged Pensioners Bulk Bill 13-17 years, Benefit card holders Gap Standard Private Fee Bulk bill** Long consult Bulk Bill Gap Private Fee Bulk bill** Private Fee Private Fee Private Fee Gap Private Fee Bulk bill** Private Fee Walk in (no prior appointment) Bulk Bill Saturday appointments ** You must hold a valid Age Pensioner Concession Card and be aged 65 or over Private We require payment on the day of consultation. We have the convenient option of sending your claim online to Medicare, and they will send a cheque to you or credit your bank account for the rebate amount. If you require additional tests, such as Tympanogram, Spirometry or ECG, then an additional charge will apply (claimable from Medicare with minimal gap) Benefit Card Holders Patients who are aged between 13 to 17, hold a Health Care Card, or Pensioner Concession Card, are charged a gap, which is payable at the time of consultation. We send this account to Medicare for you. Medicare will then post a cheque to you which is payable to the Doctor, which we ask you to forward on to us AS SOON as it is received to avoid an outstanding liability. If the cheque is not received by 90 days, you will be required to pay the outstanding balance. This account remains your responsibility until full payment is received. Please ensure you have your current benefit card available upon request, or you will be billed the full private fee. It is your responsibility to present the card and update any expired card details at your visit. Ranford Medical Centre Cnr Ranford and Campbell Roads, Canning Vale WA 6155 Telephone: (08) 9456 0800 Facsimile: (08) 9456 0055 Procedure Room Procedures such as suturing, plastering and lesion excisions, will incur a gap fee for all patients, including children and pensioners. The balance of the account is sent to Medicare. They will then send you a cheque payable to the Doctor, which we ask you to forward to us AS SOON as it is received to avoid an outstanding liability. This account remains your responsibility until full payment is received. Walk In – No Appointments If you present to the surgery without an appointment, you may be seen by the next available doctor if clinically indicated, however you will be charged as a Private patient as described above. This includes children and pensioners. Home visits Home visits will be charged a gap fee. Scripts / Referrals We encourage our patients to make an appointment for a prescription or referral. We understand this is occasionally not possible, so we charge a small fee for script or referral. We require 24 hours notice for these requests, to allow time for the Doctor to complete it, whilst also consulting other patients. Non attendance fees Due to the high demand of appointments, we have a fee for repetitive non-attendance at appointments. This is to encourage diligence in canceling appointments you no longer require. Ranford Medical Centre Cnr Ranford and Campbell Roads, Canning Vale WA 6155 Telephone: (08) 9456 0800 Facsimile: (08) 9456 0055
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