Chronic Disease Information

Vantre Health Services, owners of "Redbank Plaza Medical" in Redbank, have an enduring commitment to the best patient care and the resources to consistently deliver. Because we provide our doctors and patients with the best services and equipment available, our practices provide the highest possible standard of care. The company aspires to grow on its current strong community standing and be recognised and respected as a leader in the industry for best practice. Our practices are committed to providing the best possible diagnosis, treatment and availability at all times, to all patients. Our doctors are specialist General Practitioners with a minimum of ten years medical training to hold MBBS and FRACGP qualifications. They also have additional training in various special-interest areas to assist our patients with specific health care needs. All of our doctors participate in regular continuing education to remain current with the latest medical knowledge and treatments. Our practice has a commitment to whole patient care and the doctors are assisted by highly trained nursing staff and experienced administrative staff.

Quality of Care and Service – Uncompromised All our doctors are committed to providing whole patient health care. They are constantly keeping up with the latest advances in medical knowledge, helping them make highly informed decisions about your health. Friendly and Satisfying Teamwork Environment Patients are welcomed and valued at every step of their experience with the practice. The doctors, management and staff in all practices are a close-knit team and work together to meet the needs and requirements of all patients. Efficient Business System and Practices Our business model is one that is constantly striving to set new standards and is based on best business principles and research. Our focus is on being one step ahead and to be market leaders in technology, systems and communication systems that support and enhance outcomes for patients, doctors and staff.

All Doctors have a broad range of skills and interests and we are pleased to offer the following services at our medical centres: Minor Surgical Procedures Immunisations Women’s Health Men’s Health Removal of moles and sunspots Skin Checks Travel Medicine/ Vaccinations Diabetic Health Clinic Antenatal Care Asthma Care Clinic ECG and Spirometry Pre-Employment, Legal, Insurance and Drivers’ Licence Medicals Department of Veterans’ Affairs Workcover Health Care Assessments QML Pathology operates a pathology collection centre “on-site” from Monday to Friday (outside patients are most welcome). There is no need to book. Just take a number and wait to be called. Monday – Friday 8:00am – 1:00pm 1:30pm – 2:30pm Other Health Providers: Physiotherapists and Exercise Physiologists - Mihajlo Micovic Clinical Psychologist - kathryn Gow, Christina Spark Podiatrist - Aimee Florey Dietitian - Molly Goode, Katja Grigor Call the surgery on 07 3288 1000 to make an appointment.

Our practice features state of the art treatment rooms and equipment which are fully staffed with highly trained and experienced nurses.

Please phone or book online for an appointment (www.redbankplazamedical.com.au). "Walk-ins" are generally only possible if there is a spare appointment at that time. Whilst every effort will be made to accommodate your preferred time, emergencies will always be given priority. Longer consultation times are available, please ask our receptionists if you require a longer appointment.

For the benefit of your ongoing health care, your Doctor would like to see you for any repeat prescriptions.

Our doctors generally will not be able to take patients' calls during a consultation. Our reception staff can forward your message to the doctor who will return your call as soon as it is practicable. If the matter is urgent please let staff know the nature of the urgency so we can deal with your call appropriately.

* Please note, we will be introducing a new Fees Policy from 10th October 2022. Please visit the Fees page for more information. Bulk billing is available at this practice for current Medicare card holders. Please remember to bring your Medicare Card with you to each appointment as well as your Pension & Health Care cards. Some medicals and visits are not covered by Medicare, eg: work-related accidents and injuries, life insurance, superannuation etc. If you have any queries please ask reception when making the appointment. Payment is required for additional services at the time of consultation, EFTPOS facilities are available at all our practices. Redbank Plaza Medical is predominantly a bulk-billing surgery and our aim is to provide patients with affordable health care. In order to maintain bulk-billing entitlements at this surgery patients are required to attend their appointments on time and to notify the surgery of any cancellations “prior” to the appointment time. Failure to comply with these requirements may result in a fee being charged and a loss of bulk-billing entitlements at this surgery.

Should you require the services of an interpreter during a consultation with the Doctor, please advise the receptionist when making the appointment.

Wheelchair access is available from the undercover and outside parking areas. Toilet facilities for the disabled are available in the centre. Should you have any special needs, please discuss this with the receptionist, nurse or your Doctor.

After Hours Care can be arranged for those too ill to attend the Clinic through our after-hours agency. For an after-hours, bulk-billed home visit, please call the National Home Doctor Service on 13 SICK (13 74 25). An after-hours telephone support service is available to current patients of the practice if urgent medical advice is required. This service operates Monday to Friday evenings until 11:00 pm. To speak with our on-call doctor, please call 0488 030 645. Home visits can be arranged at the GP's discretion. All home visits are triaged and depending on the circumstances requiring a home visit, GPs may instruct patients to go directly to the hospital or may be able to consult with a patient via a telehealth consultation.

We encourage all patients to make an appointment for results. Any patient with any abnormal results will be recalled to the practice to discuss results with the doctor. No results will be given over the phone.

Our practice is committed to preventative care. We may send you a reminder notice offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please let our receptionist know.

If you have a problem or feedback we would like to hear about it. Please feel free to talk to your doctor or receptionist. All suggestions or complaints in writing will receive full consideration. Send your complaints marked confidential to Practice Manager Redbank Plaza Medical Shop 3115, 1 Collingwood Drive, Redbank, QLD, 4301. Please find following contact details for the formal complaint body in Queensland. Health Complaints Office of the Health Ombudsman, Director, Business Innovation GPO Box 13281, George St Brisbane, QLD, 4003 Ph 133646 Email: info@oho.qld.gov.au At Redbank Plaza Medical, we value patient feedback and work together as a team to ensure we respond to feedback to improve our services. In February 2019, Redbank Plaza Medical participated in Insync Patient Survey and below are the improvements that we brought up afterwards: Waiting Times All patients are informed of any expected wait times when they are checking in If the wait is unusually long we try to contact the patient to advise of this On day appointments At busy times, appointments are allocated as “on the day bookings” so that we are able to take walk in patients and emergencies Team work All Redbank Plaza Medical team members are informed about the results and work hard to adhere to our communication procedure

As a patient of this practice, you have the right to: Qualified, competent staff who will attend to you with care and skills Respect for your culture, ethnicity and religious beliefs Fair treatment regardless of your race, language, age, sex, sexual preference or disability Have a clear explanation of your health problems, treatment and risk Receive a confidential service Be involved in the treatment or management plan regarding your health Expect complaints are dealt with quickly and fairly Provide positive feedback Private and confidential service As a patient of this practice, you have the responsibility to: Treat all staff with courtesy and respect Retain from using abusive or threatening language or behaviour Be respectful to others in regards to their culture, ethnicity, religious beliefs, race, age, sexual preference, language or disability NO TOLERANCE FOR DISCRIMINATION Understand the staff of this practice have certain policies and procedures to adhere to regarding service provisions including Confidentiality and Privacy. To understand due to times of high demand and unforeseen emergencies there may be delays Make follow up appointments and collect results

Doctors at Australia Fair 07 5528 3806 Visit Us Labrador Park Medical 07 5537 3300 Visit Us Doctors at Southport Park 07 5528 0037 Visit Us

Redbank Plaza Medical Privacy Policy Current as of: 15/05/2024 Introduction This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties. What is a patient health record? A patient health record is a file, either paper or electronic form of information held about a patient, which may include: contact and demographic information, medical history, notes on treatment, observations, correspondence, investigations, test results, prescription records/medication charts, insurance/legal information etc. Why and when your consent is necessary When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this. Specific consent will be sought from you in the following instances: - Where the consultation may be temporarily recorded by the GP in a voice to text transcription platform (Lyrebird AI) - Where ever else audio/video/static picture is obtained during your consultation Why do we collect, use, hold and share your personal information? Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training). What personal information do we collect? The information we will collect about you includes your: · names, date of birth, addresses, contact details · medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors · Medicare number (where available) for identification and claiming purposes · healthcare identifiers · health fund details. Dealing with us anonymously You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals. How do we collect your personal information? Our practice may collect your personal information in several different ways. 1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration. 2. During the course of providing medical services, we may collect further personal information. Doctors at Southport Park participate in electronic transfer of prescriptions, My Health Record (Shared Health Summary and Event Summaries 3. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media. 4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from: · your guardian or responsible person · other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services · your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary). When, why and with whom do we share your personal information? We sometimes share your personal information: · with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy · with other healthcare providers · when it is required or authorised by law (eg court subpoenas) · when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent · to assist in locating a missing person · to establish, exercise or defend an equitable claim · for the purpose of confidential dispute resolution process · when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification) during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary). Doctors at Southport Park participate in electronic transfer of prescriptions, My Health Record (Shared Health Summary and Event Summaries Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent. We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing. Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data. We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included. How our practice uses document automation technology? Our practice uses an electronic software program (Best Practice) that automatically prefills a template referral letter at the instigation of the GP. These template referral letters are a combination of Best Practice supplied and customized templates with the instigating GP reviewing and signing off on all referral letters prior to distribution. Our practice is also utlilising LyreBird AI (medical transcription AI platform) on a GP by GP basis, again all information generated by LyreBird is reviewed and approved by the GP prior to saving this onto the patient records, or including this information in a patient referral. How do we store and protect your personal information? Your personal information may be stored at our practice in various forms. - Paper records (referrals, scripts and results only) - Electronically (Medical Software Program) Our practice stores all personal information securely. All practice users have private password security and there are different levels of accessibility. Our business has a secure data protection program that is maintained at a high standard. All staff members our bound by a confidentiality agreement along with any third party providers, such as cleaners and trainers. How can you access and correct your personal information at our practice? You have the right to request access to, and correction of, your personal information. Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing by completing one of our request for personal medical records forms and our practice will respond within a reasonable time, this may take up to 30 days. Fees may apply if patients wish to go ahead with the request. Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the practice manager or in person. How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice? We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. Please contact: Practice Manager Redbank Plaza Medical Centre Shop 3115, Redbank Plaza, 1 Collingwood Drive Redbank Qld 4301 Tel: 07 3288 1000 Fax: 07 3288 2533 You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992 You can also contact the Ombudsman Office of the Health Ombudsman GPO Box 13281 Brisbane QLD 4003 Ph: 133 646 Email: complaints@oho.qld.gov.au

Our practice only sends SMS’ for recall purposes and appointment reminders. No personal details will be disclosed via SMS. Emails are only used for non-confidential correspondence, not for appointment requests or cancellations. For urgent matters, please call the practice.