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Patient Information

Recalls and Health Reminders

We use HotDoc, a secure system that helps us send recalls and health reminders by SMS, email, and app notifications. You may receive reminders from HotDoc if you are due for follow-up care, important vaccinations, test results, or preventive health checks.

If you have any questions about your results or reminders you receive, please don’t hesitate to contact our team.

Results

  • Urgent or significant results: We will contact you by phone and SMS as soon as possible for you to make an appointment to see your doctor.

  • Non-urgent results: You will not be contacted if your results are normal (“no news is good news”). However, you are welcome to book an appointment at any time to discuss your results in detail.

  • If you prefer to review all results, or if you have not heard from us and are concerned, please call us or book a follow-up appointment.

We recommend that non-urgent results be discussed within 3 weeks of testing if you wish to review them.

Your health is important to us. If you have any questions about your results, please don’t hesitate to contact our team.

Referrals

A consultation with your doctor is required to arrange a referral to a medical specialist. This ensures your referral is appropriate and includes up-to-date medical information relevant to your care.

Referrals are typically valid for 12 months from the date they are issued. Please note that referrals cannot be backdated, so it’s important to check you have a current referral before attending your specialist appointment.

If you do not have a valid referral on the day of your appointment, you will not be eligible for a Medicare rebate for the specialist consultation.

Repeat Prescriptions

In most cases, you will need a consultation with your doctor to obtain a prescription. This allows your doctor to ensure the medication is appropriate and to review its effectiveness and your ongoing needs.

If you have seen your doctor in the past month, you may be able to request a prescription without an appointment. Please note a small fee will apply for this service.

To request a prescription, please call our reception team on 07 3351 6444.

Electronic prescriptions (eScripts) are available for your convenience.

Interpreter

To provide you with safe, high-quality medical care, clear communication between you and your doctor is essential.

If you speak a language other than English, we encourage you to use the Government-funded Translating and Interpreting Service (TIS). This service is free for patients, helps protect your privacy, and ensures you can comfortably discuss personal health matters.

For patients who are deaf and use Australian Sign Language (AUSLAN), a Government-funded interpreting service is also available through the NDIS.

Please let our staff know when you book your appointment if you would like us to arrange an interpreter for you.

Translating and Interpreting Service (TIS National)

Deaf Connect Interpreter Bookings

Keeping Your Details Up-To-Date

It’s important that we have your current information on file so we can contact you when needed and provide the best possible care.

Please let our reception team know if any of the following change:

  • Your name or address

  • Your phone number or email address

  • Your Medicare card, Healthcare card, or Pension card details

  • Your private health insurance information (if applicable)

We also ask that you provide the name and phone number of:

  • Your next of kin (a relative or close contact)

  • An emergency contact person

This information helps us:

  • Contact you promptly about appointments, test results, or health reminders

  • Ensure Medicare claims are processed without delays

  • Reach your nominated person quickly in case of an emergency

If you’re unsure whether we have your most up-to-date details, please check with our reception staff at your next visit or call us on 07 3351 6444.

Keeping your records current helps us look after you safely and efficiently.

Privacy Policy

At Arana Hills Medical Centre, we are committed to protecting your personal and health information.

How We Use Your Information
When you become a patient, you give us consent to collect and use your information so we can provide you with safe, high-quality care. We only share information when necessary, such as:

  • With other healthcare providers involved in your treatment

  • For practice-related business (e.g., Medicare claims, accreditation)

  • When required by law or to protect you or others from harm

We will never share your information without your consent unless legally required.

What We Collect
We collect personal details like your name, date of birth, contact information, Medicare number, medical history, medications, allergies, and other health information relevant to your care.

How We Collect Information
We collect your information when you:

  • Register with us or attend appointments

  • Call, email, or book online

  • Visit our website or use social media to contact us
    We may also collect information from other healthcare providers, hospitals, Medicare, or your authorised representative if needed.

Your Rights

  • You can request access to your medical records or ask us to update any incorrect information.

  • You can choose not to share certain information, but this may affect the care we can provide.

  • You can opt out of your de-identified data being used for research and quality improvement—just let our team know.

Who Can See Your Information

  • Your information will only be shared with other healthcare providers involved in your treatment, or when required by law (for example, to protect your health or meet legal obligations).

  • We will always seek your consent before sharing information unless there are exceptional circumstances (such as an emergency).

  • All our doctors and staff respect your right to privacy.

Privacy and Our Website
Our website may use cookies or contain links to other websites that collect data. If you submit forms online, your information may be processed through secure third-party services.

Need More Information?
If you have any questions or concerns about your privacy or how your information is handled, please speak with your doctor or our Practice Manager.

Your health information helps us care for you. We are committed to keeping it safe and confidential.

Practice Manager
Arana Hills Medical Centre
Shop 14B, Arana Hills Plaza
5-11 Patricks Road
Arana Hills QLD 4054

You can also contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

Electronic Contact Policy

At Arana Hills Medical Centre, we may contact you by SMS or email for health-related purposes. We only do this when appropriate and with your consent.

Why We May Contact You:

  • Appointment bookings and reminders

  • Health reminders (e.g., vaccinations, cervical screening)

  • Follow-up recalls (e.g., routine test results)

  • Telehealth appointments

How We Use Electronic Communication:

  • SMS is used for simple messages (e.g., “Please call us regarding your appointment”).

  • Emails are used sparingly and not for urgent matters. Sensitive information will only be emailed with your explicit consent.

  • All messages include our practice name and contact details.

Your Consent:
Before we communicate electronically, we will:

  • Ask for your verbal consent or written authorisation on your New Patient Registration form

  • Confirm your mobile number and/or email address

  • Record your consent in your health record

Telehealth:
Telehealth consultations require your informed consent. These appointments are conducted securely to protect your privacy.

Your Privacy:
To protect your confidentiality:

  • We avoid including sensitive health details in SMS.

  • Emails containing personal information are encrypted whenever possible.

  • You can update your preferred contact method or withdraw consent at any time.

If you have any questions about electronic communication or would like to change your consent preferences, please contact our reception team.

We're a Teaching Clinic

Arana Hills Medical Centre is proud to be a committed teaching practice. This means we play an active role in training the next generation of doctors and healthcare professionals.

What does this involve?
As a teaching clinic, we:

  • Host General Practice Registrars – fully qualified doctors who are completing additional specialist training to become General Practitioners. They consult independently but are supervised and supported by our senior GPs.

  • Support Medical Students – students from various medical schools spend time in our practice to learn about general practice and patient care.

  • Welcome Visiting Doctors – occasionally, doctors from other practices or training programs may observe consultations as part of their professional development.

Your health and comfort always come first. If a student or visiting doctor is sitting in during your appointment, your permission will be requested before your consultation begins.

If you prefer not to have anyone else present, please just let our reception staff or your doctor know. You are always welcome to decline, and this will not affect your care in any way.

We appreciate your support in helping us teach and inspire future healthcare professionals.

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