Compliments, Complaints and Feedback
Please contact the Practice Manager for further assistance
Please contact the Practice Manager for further assistance
ZERO TOLERANCE POLICY
The Trustee for Kanwal Trust has a ZERO TOLERANCE for abusive and/or threatening behaviour.
A ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and behaviour towards Medical Practitioners, reception staff or patients. This includes shouting, swearing, aggressive actions, threats, inappropriate gestures, and name calling. It is respectfully advised that abuse and/or violence will not be tolerated.
Healthcare Providers and reception staff are here to try their best to provide you with help and support. You will always be treated with courtesy and respect. In return, it is asked that you and anyone that you bring with you to the Practice treat both administrative and clinical team members with the same courtesy and respect.
If a patient or anyone a patient brings with them to the Practice, is abusive, aggressive, or violent towards any Health Care Provider or reception staff and/or other patients they will be required to leave the clinic and transfer their care to another practice. Refusal to leave will result in the police being called.
A ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and behaviour towards Medical Practitioners, reception staff or patients. This includes shouting, swearing, aggressive actions, threats, inappropriate gestures, and name calling. It is respectfully advised that abuse and/or violence will not be tolerated.
Healthcare Providers and reception staff are here to try their best to provide you with help and support. You will always be treated with courtesy and respect. In return, it is asked that you and anyone that you bring with you to the Practice treat both administrative and clinical team members with the same courtesy and respect.
If a patient or anyone a patient brings with them to the Practice, is abusive, aggressive, or violent towards any Health Care Provider or reception staff and/or other patients they will be required to leave the clinic and transfer their care to another practice. Refusal to leave will result in the police being called.
COSTS ASSOCIATED WITH CARE INITIATED BY THE PRACTICE
Policy
The cost of treatment or investigations is an important component of informed decision making. The practice aims to ensure all patients are advised of possible costs involved, including out of pocket costs, for procedures, investigations and treatments provided by the practice prior to them being conducted.
The practice endeavours to advise all patients for the potential for out-of-pocket expenses for referral services. Where costs are not known, the patients are encouraged to and/or assisted to make inquiries. If the patient indicates that the costs pose a barrier to the suggested treatment or investigation, alternatives are discussed with the relevant GP.
The cost of treatment or investigations is an important component of informed decision making. The practice aims to ensure all patients are advised of possible costs involved, including out of pocket costs, for procedures, investigations and treatments provided by the practice prior to them being conducted.
The practice endeavours to advise all patients for the potential for out-of-pocket expenses for referral services. Where costs are not known, the patients are encouraged to and/or assisted to make inquiries. If the patient indicates that the costs pose a barrier to the suggested treatment or investigation, alternatives are discussed with the relevant GP.
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TELEPHONE AND ELECTRONIC COMMUNICATIONS
Policy
The practice endeavours to provide patients with access to timely advice or information about their clinical care via the telephone. The urgency of a patients needs are determined promptly. We aim to communicate effectively over the telephone and use simple, straight forward language and check that patients have understood what has been said.
The practice aims to ensure all patient messages or other communications that require subsequent follow-up by doctor or other personnel are responded to in a timely manner. All attempts of contact made by or to a patient, including messages from patients, to patients, or about patients become part of the patient’s health record, in addition to any actions taken in response to the message.
The aim is to facilitate optimal communication opportunities with patients. Patients who do not speak or read English or who are more proficient in another language, or who have special communication needs are offered the choice of using the assistance of a language service to communicate with the GPs or clinical team members. Furthermore, there are clear processes for the facilitation of successful delivery of Telehealth appointments.
Communicating by telephone
All telephone calls are answered by a reception team member of the practice who must adhere to the following guidelines:
The practice endeavours to provide patients with access to timely advice or information about their clinical care via the telephone. The urgency of a patients needs are determined promptly. We aim to communicate effectively over the telephone and use simple, straight forward language and check that patients have understood what has been said.
The practice aims to ensure all patient messages or other communications that require subsequent follow-up by doctor or other personnel are responded to in a timely manner. All attempts of contact made by or to a patient, including messages from patients, to patients, or about patients become part of the patient’s health record, in addition to any actions taken in response to the message.
The aim is to facilitate optimal communication opportunities with patients. Patients who do not speak or read English or who are more proficient in another language, or who have special communication needs are offered the choice of using the assistance of a language service to communicate with the GPs or clinical team members. Furthermore, there are clear processes for the facilitation of successful delivery of Telehealth appointments.
Communicating by telephone
All telephone calls are answered by a reception team member of the practice who must adhere to the following guidelines:
- The use of three identifiers to confirm the person you are speaking to
- Follow the practice booking system for all patient appointments
- Before any calls are placed on hold ask first if the matter is an emergency
- Follow the practice triage system for patients requesting urgent appointments
- Be mindful of confidentiality and patient’s right to privacy. No names are openly stated over the telephone within earshot of other patients and/or visitors
- Be aware of each doctor’s policy on accepting or returning calls. In non-urgent situations, patient calls need not interrupt consultations with other patients, but a message containing the information is given to the person in a timely manner.
- The practice sends a confirmation text as a friendly reminder of any upcoming appointments. There is no medical or identifying information used in these messages. If a voice message is left it is the patient’s responsibility to contact the practice and follow up on the message.
- Patients who fail to be contacted for a booked Telehealth will receive three call attempts, if contact has not been successful a text message will be sent to ask the patient to phone the practice. If no contact has been made the following day, the practice will contact the emergency contact on file. If you do not wish for this to happen, please advise reception at your next appointment.
- The aim is to facilitate optimal communication opportunities with patients. Patients who do not speak or read English or who are more proficient in another language, or who have special communication needs are offered the choice of using the assistance of a language service to communicate with Healthcare Providers.
INTERNET AND EMAIL POLICY
Name of social media officer: Practice Manager
Policy
The Trustee for Kanwal Trust recognises personnel require access to email and the internet to assist in the efficient and safe delivery of healthcare services to patients.
The Trustee for Kanwal Trust supports the right of personnel to have access to reasonable personal use of the internet and email communications in the workplace using the devices and networks provided by the practice.
Purpose and objectives
This policy sets out guidelines for acceptable use of internet and email by practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust. Internet and email are provided primarily to assist personnel to carry out their duties.
Scope
This internet and email policy applies to the practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust who access the internet and email on practice owned devices, including, but not limited to desk phones, laptops and desktop computers to perform their work.
Use of the internet by practice staff, contractors and tenant Medical Practitioners is permitted and encouraged where this supports the goals and objectives of The Trustee for Kanwal Trust. Access to the internet is a privilege and practice staff, contractors and tenant Medical Practitioners must adhere to this policy.
Violation of these policies could result in
Policy content
Practice staff, contractors and tenant Medical Practitioners may use the internet and email access provided by The Trustee for Kanwal Trust for:
Limited personal use is permitted where it:
Practice staff, contractors and tenant Medical Practitioners may not use internet or email access provided by The Trustee for Kanwal Trust to:
This policy will be reviewed regularly to ensure it reflects the current processes and procedures of The Trustee for Kanwal Trust and current legislation requirements.
Policy
The Trustee for Kanwal Trust recognises personnel require access to email and the internet to assist in the efficient and safe delivery of healthcare services to patients.
The Trustee for Kanwal Trust supports the right of personnel to have access to reasonable personal use of the internet and email communications in the workplace using the devices and networks provided by the practice.
Purpose and objectives
This policy sets out guidelines for acceptable use of internet and email by practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust. Internet and email are provided primarily to assist personnel to carry out their duties.
Scope
This internet and email policy applies to the practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust who access the internet and email on practice owned devices, including, but not limited to desk phones, laptops and desktop computers to perform their work.
Use of the internet by practice staff, contractors and tenant Medical Practitioners is permitted and encouraged where this supports the goals and objectives of The Trustee for Kanwal Trust. Access to the internet is a privilege and practice staff, contractors and tenant Medical Practitioners must adhere to this policy.
Violation of these policies could result in
- disciplinary and/or legal action
- termination of employment
- practice staff, contractors and tenant Medical Practitioners being held personally liable for damages caused by any violations of this policy
Policy content
Practice staff, contractors and tenant Medical Practitioners may use the internet and email access provided by The Trustee for Kanwal Trust for:
- any work and work-related purposes
- limited personal use.
- more extended personal use under specific circumstances (see below)
Limited personal use is permitted where it:
- does not interfere with the duties of the practice team, contractors or tenant Medical Practitioners
- does not interfere with the operation of your general practice
- does not compromise the security of your general practice
- does not impact on your general practice electronic storage capacity
- does not decrease your general practice network performance (e.g., large email attachments can decrease system performance and potentially cause system outages)
- does not incur any additional expense for your general practice
- does not violate any legislation.
- does not compromise any confidentiality requirements of your general practice
- conducting a brief online bank transaction
- paying a bill
- sending a brief personal email, similar to making a brief personal phone call
- conducting study and /or submitting documents to support study and training towards the fellowship
Practice staff, contractors and tenant Medical Practitioners may not use internet or email access provided by The Trustee for Kanwal Trust to:
- create or exchange messages that are offensive, harassing, obscene or threatening
- visiting web sites containing objectionable (including pornographic) or criminal material
- visiting web sites to access social media platforms e.g Facebook, Instagram
- exchanging any confidential or sensitive information held by your general practice
- creating, storing or exchanging information in violation of copyright laws
- using internet-enabled activities such as gambling, gaming, conducting a business or conducting illegal activities
- creating or exchanging advertisements, solicitations, chain letters and other unsolicited or bulk email
- playing electronic or online games in work time.
This policy will be reviewed regularly to ensure it reflects the current processes and procedures of The Trustee for Kanwal Trust and current legislation requirements.
SOCIAL MEDIA POLICY
Name of social media officer: Practice Manager
Policy
This policy provides guidance for personnel of the practice on using social media internally and externally. The policy helps identify and mitigate risks associated with social media use.
Definition
For the purposes of this policy, ‘social media’ is online social networks used to disseminate information through online interaction.
Purpose
Regardless of whether social media is used for business-related activity or for personal reasons, the following policy requirements apply to all practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust. All practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust are legally responsible for their online activities, and if found to be in breach of this policy termination and/or engagement with the practice for serious breaches may be enforced.
Use of practice social media accounts
The practice has appointed the Practice Manager alongside the Practice Principal as the social media officer responsible for managing and monitoring the practice’s social media accounts. No other person is permitted to post any content on any social media platform.
The practice reserves the right to remove any content at its own discretion.
Staff conduct on social media
When using the practice’s social media, practice staff will not:
The practice’s social media channels are part of our customer service and should be monitored and dealt with regularly.
The practice’s social media platforms are used for promoting the practice and as a way of communicating updates and changes implemented at each practice and as such all enquiries are responded to and each person is directed to call the surgery directly with their enquiry.
Testimonials
The practice complies with AHPRA national law and takes reasonable steps to remove testimonials that advertise their health services (which may include comments about the practitioners themselves). The practice is not responsible for removing (or trying to have removed) unsolicited testimonials published on a third-party website or in social media accounts over which they do not have control.
Personal social media use
Practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust are free to personally engage in social media outside of work hours, as long as their actions do not have the potential to bring the practice into disrepute. Employees may not represent personal views expressed as those of the practice.
Any social media posts by practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust on their personal social media platforms must not reveal confidential information about the practice or a person who uses the practice (eg should not post information relating to patients or other personnel, or information concerning the practice’s business operations that have not been made public).
Practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust should respect copyright, privacy, fair use, financial disclosure and other applicable laws when publishing on social media platforms.
Bullying of any personnel engaged at The Trustee for Kanwal Trust through social media platforms will result in instant dismissal.
Breach of policy
All social media activities must be in line with this policy.
Policy review statement
This policy will be reviewed regularly to ensure it reflects the current processes and procedures of The Trustee for Kanwal Trust and current legislation requirements.
Policy
This policy provides guidance for personnel of the practice on using social media internally and externally. The policy helps identify and mitigate risks associated with social media use.
Definition
For the purposes of this policy, ‘social media’ is online social networks used to disseminate information through online interaction.
Purpose
Regardless of whether social media is used for business-related activity or for personal reasons, the following policy requirements apply to all practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust. All practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust are legally responsible for their online activities, and if found to be in breach of this policy termination and/or engagement with the practice for serious breaches may be enforced.
Use of practice social media accounts
The practice has appointed the Practice Manager alongside the Practice Principal as the social media officer responsible for managing and monitoring the practice’s social media accounts. No other person is permitted to post any content on any social media platform.
The practice reserves the right to remove any content at its own discretion.
Staff conduct on social media
When using the practice’s social media, practice staff will not:
- post any material that
- is unlawful, threatening, defamatory, pornographic, inflammatory, menacing or offensive
- infringes or breaches another person’s rights (including intellectual property rights) or privacy, or misuses the practice’s or another person’s confidential information (eg do not submit confidential information relating to our patients, personal information of staff, or information concerning the practice’s business operations that have not been made public)
- is materially damaging or could be materially damaging to the practice’s reputation or image, or another individual
- is in breach of any of the practice’s policies or procedures
- use social media to send unsolicited commercial electronic messages, or solicit other users to buy or sell products or services or donate money
- impersonate another person or entity (eg by pretending to be someone else or another practice employee or other participant when you submit a contribution to social media) or by using another’s registration identifier without permission
- tamper with, hinder the operation of, or make unauthorised changes to the social media sites
- knowingly transmit any virus or other disabling feature to or via the practice’s social media account, or use in any email to a third party, or the social media site
- attempt to do or permit another person to do any of these things
- claim or imply that you are speaking on the practice’s behalf, unless you are authorised to do so
- disclose any information that is confidential or proprietary to the practice, or to any third party that has disclosed information to the practice
- be defamatory, harassing or in violation of any other applicable law
- include confidential or copyrighted information (eg music, videos, text belonging to third parties)
- violate any other applicable policy of the practice.
The practice’s social media channels are part of our customer service and should be monitored and dealt with regularly.
The practice’s social media platforms are used for promoting the practice and as a way of communicating updates and changes implemented at each practice and as such all enquiries are responded to and each person is directed to call the surgery directly with their enquiry.
Testimonials
The practice complies with AHPRA national law and takes reasonable steps to remove testimonials that advertise their health services (which may include comments about the practitioners themselves). The practice is not responsible for removing (or trying to have removed) unsolicited testimonials published on a third-party website or in social media accounts over which they do not have control.
Personal social media use
Practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust are free to personally engage in social media outside of work hours, as long as their actions do not have the potential to bring the practice into disrepute. Employees may not represent personal views expressed as those of the practice.
Any social media posts by practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust on their personal social media platforms must not reveal confidential information about the practice or a person who uses the practice (eg should not post information relating to patients or other personnel, or information concerning the practice’s business operations that have not been made public).
Practice staff, contractors, and tenant Medical Practitioners of The Trustee for Kanwal Trust should respect copyright, privacy, fair use, financial disclosure and other applicable laws when publishing on social media platforms.
Bullying of any personnel engaged at The Trustee for Kanwal Trust through social media platforms will result in instant dismissal.
Breach of policy
All social media activities must be in line with this policy.
Policy review statement
This policy will be reviewed regularly to ensure it reflects the current processes and procedures of The Trustee for Kanwal Trust and current legislation requirements.
INTERPRETER AND OTHER COMMUNICATION SERVICES
Policy
The practice is committed to ensuring patients with limited English, or loss of hearing, are provided with interpreting or other communication services to assist them to communicate and understand information or recommendations, which are provided by the Healthcare Provider.
The practice also encourages patients with minimal English proficiency, to request language assistance, to ensure any communication barriers are overcome and ensure the delivery of the highest quality service to patients.
The practice is aware that alternative modes of communication may be used by patients with a communication impairment, for example a communication board. The practice aims to support patients and access any services or technology to achieve effective communication with patients.
TIS -Translation service
https://www.tisnational.gov.au/
National Relay Service
https://www.dss.gov.au/contact/national-relay-service
Auslan services: 1300 AUSLAN
The practice is committed to ensuring patients with limited English, or loss of hearing, are provided with interpreting or other communication services to assist them to communicate and understand information or recommendations, which are provided by the Healthcare Provider.
The practice also encourages patients with minimal English proficiency, to request language assistance, to ensure any communication barriers are overcome and ensure the delivery of the highest quality service to patients.
The practice is aware that alternative modes of communication may be used by patients with a communication impairment, for example a communication board. The practice aims to support patients and access any services or technology to achieve effective communication with patients.
TIS -Translation service
https://www.tisnational.gov.au/
National Relay Service
https://www.dss.gov.au/contact/national-relay-service
Auslan services: 1300 AUSLAN
CONFIDENTIALITY AND PRIVACY OF HEALTH AND OTHER INFORMATION
Policy
The practice is committed to protecting the privacy of health and other information of patients. The practice ensures patients are informed about how the practice manages their personal and health information. The practice provides access and control over the use of any information.
The practice maintains a comprehensive privacy policy that is made available to all patients to clearly outline how their personal and health information is collected and used within the practice, including the circumstances in which it may be shared with third parties. Transferring relevant patient health information is part of delivering coordinated, comprehensive care and information will only be shared once consent is received.
The practice stores all patient health information and other sensitive documents securely. All electronic records are password protected with individual passwords and log ins and protected and monitored by electronic firewalls. Access to patient health information and other sensitive documents is by authorised personnel only, who are bound by strict privacy and confidentiality agreements.
The practice complies with the Privacy Act (1988), the Health Records Act 2001 (Vic), the Health Records Regulations 2012 (Vic) and the Privacy and Data Protection Act 2014 (Vic) and acknowledges the importance of protecting the confidentiality and privacy of all patients and recognising the rights of patients in relation to their personal information.
The practice is committed to protecting the privacy of health and other information of patients. The practice ensures patients are informed about how the practice manages their personal and health information. The practice provides access and control over the use of any information.
The practice maintains a comprehensive privacy policy that is made available to all patients to clearly outline how their personal and health information is collected and used within the practice, including the circumstances in which it may be shared with third parties. Transferring relevant patient health information is part of delivering coordinated, comprehensive care and information will only be shared once consent is received.
The practice stores all patient health information and other sensitive documents securely. All electronic records are password protected with individual passwords and log ins and protected and monitored by electronic firewalls. Access to patient health information and other sensitive documents is by authorised personnel only, who are bound by strict privacy and confidentiality agreements.
The practice complies with the Privacy Act (1988), the Health Records Act 2001 (Vic), the Health Records Regulations 2012 (Vic) and the Privacy and Data Protection Act 2014 (Vic) and acknowledges the importance of protecting the confidentiality and privacy of all patients and recognising the rights of patients in relation to their personal information.
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Statement on Ethical Dilemmas in General Practice
Policy
Doctors and health practitioners have a legal and ethical responsibility to provide healthcare that is appropriate for patients. They are bound by codes of ethics to which they are expected to adhere to and deliver care that is ethical and trustworthy.
It is the responsibility of all doctors and health practitioners to be aware of the ethical and legal aspects to the advice and treatment provided to patients, to make reasonable decisions and to be able to justify both clinically and ethically why the decision was made.
The practice provides opportunities for doctors and health practitioners to discuss any ethical dilemmas at the appropriate clinical team meeting. The practice has appointed one member Dr Atef Ghaly to be the dedicated person to support doctors and health practitioners in the decision-making process should an ethical dilemma arise.
It is the responsibility of all doctors and health practitioners to document any discussions with patients or colleagues when an ethical dilemma is experienced. These discussions, including guidance documents (e.g., from medical defence) and is to be included in the patient’s medical health record.
Should there be a failure in a doctor / patient relationship, and pending the seriousness of the situation the health professional will consult the patient at the time of the event or at the next appointment attended by the patient and address the need to transfer to another health professional either within the practice or externally or send a letter to advise and support the patient in finding new care arrangements and organise for the transfer of all patient digital health files to the new care provider.
Doctors and health practitioners have a legal and ethical responsibility to provide healthcare that is appropriate for patients. They are bound by codes of ethics to which they are expected to adhere to and deliver care that is ethical and trustworthy.
It is the responsibility of all doctors and health practitioners to be aware of the ethical and legal aspects to the advice and treatment provided to patients, to make reasonable decisions and to be able to justify both clinically and ethically why the decision was made.
The practice provides opportunities for doctors and health practitioners to discuss any ethical dilemmas at the appropriate clinical team meeting. The practice has appointed one member Dr Atef Ghaly to be the dedicated person to support doctors and health practitioners in the decision-making process should an ethical dilemma arise.
It is the responsibility of all doctors and health practitioners to document any discussions with patients or colleagues when an ethical dilemma is experienced. These discussions, including guidance documents (e.g., from medical defence) and is to be included in the patient’s medical health record.
Should there be a failure in a doctor / patient relationship, and pending the seriousness of the situation the health professional will consult the patient at the time of the event or at the next appointment attended by the patient and address the need to transfer to another health professional either within the practice or externally or send a letter to advise and support the patient in finding new care arrangements and organise for the transfer of all patient digital health files to the new care provider.
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