Question 1

New Patients

Accepted Answer

GP's books are now open to new patients.

Question 2

Billing

Accepted Answer

GPs operate private billing practices, billing is at the discretion of the GP. Please speak with reception staff regarding specialist and allied health appointments as these usually incur a fee.

Question 3

Test Results

Accepted Answer

We share the responsibility with our GPs to make sure your test results are acted upon if needed. Our nursing or reception staff will contact you if there is anything abnormal with the results. If you do not hear from us you can assume your results are normal however it is encouraged to book an appointment with your GP to follow them up. Results are not given over the phone by request.​

Question 4

Medical Certificates

Accepted Answer

In order to obtain a medical certificate you must consult with your GP. Medical certificates will not be backdated.

Question 5

Privacy Policy and Rights

Accepted Answer

Under the Privacy Legislation Act you are able to access your personal health information by making an appointment with your doctor, records can then be released once discussed. Please be aware of our collection statement which outlines our policy and procedures regarding patient confidentiality.

Question 6

Late Arrivals

Accepted Answer

Please aim to arrive on time, so that we can ensure all patients are seen in a timely manner. If you arrive 5 minutes after your scheduled appointment, you will need to reschedule your appointment to avoid any delays for the next patient.  
If your appointment time becomes inconvenient for you, please let us know,as we are more than happy to reschedule you to a more suitable time if you give us 24 hours’ notice. This will allow us to fill your appointment time with a patient in urgent need.
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To change your appointment time please DOWNLOAD THE HOT DOC APPLICATION in your smart phone.

Question 7

Repeat Prescriptions

Accepted Answer

Please ensure you check to see when you are running out of medication. In the interest of our patients health our doctors will not issue a prescription without an appointment.

Question 8

Reprint of Document

Accepted Answer

Please keep your medical documents safe. To reprint a script or referral there will be a $20.00 administration fee.

Question 9

Emails

Accepted Answer

For general inquiries please email reception@dmahg.com.au. Please note this email is for general inquiries only, all appointments with GPs must be made by telephoning reception.

Question 10

DNA (Does Not Attend) Policy

Accepted Answer

As with many other medical practices, our medical and allied health providers are experiencing a high level of demand for their services making it increasingly difficult for patients to get a routine appointment with their usual provider.

Patients who do not attend a booked appointment adversely impact practice staff and patients in the following manner:  
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If the appointment has been missed or cancelled with little to no notice, therefore too late to offer the appointment to another needful patient. Increases the waiting time for patients needing to book an appointment. Results in additional work to reception to follow-up DNA patients. Appointments range in length from 10 minutes – 1 hour. If a patient is booked for a longer time it impacts the practitioner not having that space filled.  
 
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Our Policy
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A DNA occurs when:  
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An appointment is not attended by the booked patient  
The patient fails to contact the practice in advance to cancel or reschedule  
The patient calls to cancel with not enough notice (2 hours is required)  
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GP DNA Policy 
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A $65 fee will apply to a patient when;  
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A patient/family DNA’s two times within a three-month period. The patient will then be blocked from making future appointments until the account is settled.
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ALLIED HEALTH & SPECIALISTS DNA Policy 
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A $50 cancellation may apply to patients who;
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Fail to attend a confirmed appointment
An appointment that was booked for 30-60 minutes of the providers time  
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How to avoid becoming a DNA 
We understand that circumstances can arise where a patient is unable to phone and cancel an appointment, in this case the allied health/specialist will review the DNA fee. Repeated offences are not accepted and will be charged accordingly.  
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Patients will need to give a minimum 2 hours notice if they cannot attend an appointment this can be done by phoning reception 02 6815 9900 or going to the practice to cancel with reception.  
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Text messages are sent out 24 hours in advance however they should not be relied upon as it is up to the patient to be responsible for their appointments.  
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Reminder: It is the patient’s responsibility to update their contact details with reception.

Question 11

Feedback and Complaints

Accepted Answer

Direct feedback/suggestions and complaints can be forwarded to the Practice Manager by emailing contact@dmahg.com.au, who will then pass your concerns directly onto the medical or allied health practitioner. 
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If unsatisfied you can phone the HCC Complaints Department at 02) 9219 7444 or toll-free 1800 043 159

Question 12

Release of Medical Records

Accepted Answer

​​Who owns the medical records?
Medical records belong to your general practitioner (GP), specialist, or allied health provider unless there are contractual arrangements made prior.
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How long will it take for my records to be released? 
The Office of the Australian Information Commissioner (OAIC) states that the practitioner has up to 30 days to action as record request.
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Does the practitioner have the right to deny a patient access to their medical records? 
Yes, the practitioner has the right to deny access under exceptional circumstances such as a serious threat to life, health, or safety of an individual or to public health or public safety, unreasonable impact on the privacy of other individuals.
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Does the practitioner require a written request for medical records to be accessed? 
Yes, the practitioner requires a written and signed consent form to access the medical records of a patient. You may also be asked to provide a copy of your driver's license to verify identification.
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How are medical records released? 
If the records are being released to another practitioner they are released on a USB in a format only a medical software can open.
If a patient requires these records for personal use they are released on a USB which is password protected.
Please note: medical records will not be printed.

All medical records requests are to be emailed through to admin@dmahg.com.au;  to the attention of your GP.
 
Is there a fee for my records to be released? 
Yes, GP's have a standard fee of $33.00. This must be paid before these can be released.
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Why is there a fee for my records to be transferred? 
Under the Privacy Act 1988 it states: “An organization may, however, impose a charge for giving access to requested personal information, provided the charge is not excessive”. For more information please visit the healthcare commission website.
 
Accessing your child’s medical record 
Parents and carers can request access to their child’s medical record by law.
 
Our Medical Records Receptionist can assist and advise you on the steps you need to take to get the information you require. You can apply to have the entire record or parts of it. This needs to be in writing with the specific information. You will also need to provide:
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A certified copy of an approved identity document -( DL / Passport copy)
A certified copy of your child’s full Birth Certificate
A written statement declaring that that you are the current guardian of the child; and your reasons for seeking the record (e.g: for ongoing treatment, legal action on behalf of the child etc.)
A copy of any current Court Orders regarding guardianship or access rights of the child (if applicable).
 
Please send all required documents listed above to the following address or email to admin@dmahg.com.au;  to the attention of your GP
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Health Information Access 
42, Bultje Street
Dubbo 2830
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Please note: Access to children’s medical records will be assessed according to the guidelines in the Information Privacy Act 2009.
The processing timeframe for children’s records is 30 business days – you will be contacted if a longer time is required for processing.
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Question 13

Procedures

Accepted Answer

For all procedures GP's charge a $20 equipment fee. This fee covers the costs associated with operating the equipment used during the procedure.

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