Practice policies, in plain language.

01

Privacy of personal health information

Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times, and to make sure it is accessed only by authorised staff for the purpose of your care.

• We collect only the information needed to provide your care and run the practice
• Your information is not shared with your employer, family or anyone else without your consent, except where the law requires or allows it
• You can ask to see or correct your record by writing to the Practice Manager
• Electronic records are protected by individual logins, secure backups and up-to-date security software
• Clinical information sent to other providers is transmitted using secure, encrypted messaging

Our full Privacy Policy explains how we collect, store, use and disclose your information, and how to make a complaint.

02

Using social media in our practice

Rutherford Doctors uses social media, such as our Facebook page, to share practice news, opening hours, health awareness information and community updates.

• We never discuss individual patients or clinical matters on social media
• We do not give medical advice through social media, comments or messages. Please book an appointment or ring reception
• We do not publish patient testimonials or reviews about clinical care, in line with AHPRA advertising rules
• Staff must not post patient information, photographs taken in clinical areas, or comments about patients on any social media
• We may remove comments that are offensive, misleading, or that contain personal health information
• Photos of patients or visitors are only used with their written consent

If you see something on our social media that concerns you, please let reception know.

03

Your rights as a patient

Our practice follows the Australian Charter of Healthcare Rights. You have the right to:

• Access healthcare services and treatment that meet your needs
• Safety: receive safe, high-quality care in a safe environment
• Respect: be treated as an individual, with dignity and respect for your culture, beliefs, values and personal characteristics
• Partnership: ask questions and be involved in open, honest communication and decisions about your care, and include the people you want in your care
• Information: clear information about your condition, the possible benefits and risks of tests and treatments, and costs, so you can give informed consent
• Privacy: have your personal and health information kept secure and confidential
• Give feedback: comment on or complain about your care and have your concerns dealt with properly and promptly

Chaperones and support people

You can ask for a chaperone for any examination, and you are welcome to bring a support person to your appointment.

Raising a concern

Please talk to reception, your GP or the Practice Manager, or put your concern in writing. We will acknowledge it, look into it and let you know the outcome. If you are not satisfied, you can contact the NSW Health Care Complaints Commission on 1800 043 159, which is independent of the practice.

04

Non-English speaking patients

We want every patient to understand their care and be understood.

• Tell reception when you book, or on arrival, if you would like an interpreter
• Our GPs can use the free Translating and Interpreting Service (TIS National) for Medicare-funded consultations. You can also call TIS National yourself on 131 450
• For an Auslan interpreter, a booking can be made through the National Auslan Booking Service at nabs.org.au or by phoning 1800 246 945
• We recommend using a professional interpreter rather than family members, especially children, for medical conversations
• Allow a little extra time for appointments with an interpreter

Dr Syed Fawwad Qaiser speaks Hindi, Punjabi, Sindhi and Urdu.

05

Appointments, cancellations and results

Appointments

We are an appointment-based practice. Book online through HotDoc or call reception on (02) 4061 7981. If you have more than one concern, please ask for a longer appointment.

Cancellations

If you cannot make your appointment, please let us know as early as possible so the time can be offered to another patient.

Test results

Results are reviewed by your GP. Many results are discussed at a follow-up appointment. We will contact you if a result needs attention sooner. If you have had a test and heard nothing, please call us rather than assuming all is well.

Reminders

We run a recall and reminder system for screening, immunisations and care plan reviews. If you would prefer not to be contacted this way, tell reception.

06

Email and correspondence

Electronic medical information is sent in encrypted form using secure messaging. We do not accept clinical enquiries or requests by email, and we do not send patient health information to personal email addresses. For anything about your care, please ring reception.

07

Compliments and complaints

We would genuinely like to hear from you. If something has gone well, tell us so we keep doing it. If something has not, please raise it with reception, your GP or the Practice Manager, or in writing, and give us the chance to put it right.

Lucy, Practice Manager
Rutherford Doctors
E5-7, 1 Hillview Street, Rutherford NSW 2320
Phone: (02) 4061 7981
Email: info@rutherforddoctors.com.au

If you are still not satisfied, you can contact the NSW Health Care Complaints Commission on 1800 043 159 or at hccc.nsw.gov.au.

08

After hours and emergencies

In an emergency, call 000. Outside our hours, call healthdirect on 1800 022 222, or go to the emergency department at Maitland Hospital, Metford.

For urgent care that is not an emergency, call healthdirect on 1800 022 222, staffed by registered nurses at any hour.