Frequently Asked Questions

Communication with the Practice 

We are committed to providing accessible, secure, and efficient communication options for all our patients. Your convenience and privacy are our priorities, and we continually strive to ensure that connecting with our practice is seamless and reliable.

Telephone Communication

• To minimise delays, we kindly request that non-urgent calls be made later in the morning, as the switchboard is busiest early in the day.
• Emergency calls are prioritised and will be addressed immediately.
• Patients may leave messages for Doctors in situations where a consultation is unnecessary or impractical. Reception staff will take your details and only interrupt consultations if the matter is clinically urgent.
• Doctors will return calls as soon as they are available when not consulting.
• If the call is regarding a medical condition, it may be more appropriate to make an appointment to see a Doctor.

Electronic Communication

• Patients can send inquiries via email to doctor@yfp.com.au
• Email messages are forwarded to the appropriate Doctor or staff member, and responses are provided as soon as possible.
• Important: Email is not suitable for booking or cancelling appointments. To book or cancel an appointment, please call the practice or use the Automed system.

Privacy and Security

• We take great care to protect your privacy during all forms of communication.
• Patient health information will only be transmitted through secure email systems or other secure methods, including fax, post, or in-person collection by prior arrangement.

For more information, please refer to the Patient Communication Policy

Management of Patient Health Information – Your Privacy

We are committed to protecting your personal information and ensuring your privacy is respected. Our Privacy Policy outlines how we collect, use, store, and share your health information to provide the best possible care. We are fully compliant with Australian privacy legislation and the Australian Privacy Principles (APPs).

Key Points About Our Privacy Practices:

• We collect your personal and health information to manage your healthcare safely and effectively.
• Your information is only accessed by authorised personnel and used for purposes directly related to your care.
• We may share your information with other healthcare providers, as required, to ensure coordinated care.
• Your information is stored securely, whether in electronic or paper format, and is protected against misuse, loss, or unauthorized access.
• CCTV is used on our premises for security purposes, with strict protocols for its storage and access.
• You can request access to your health records or ask us to correct them by contacting the practice.

Access Our Full Privacy Policy
For detailed information about how we manage your health information, please refer to our full Privacy Policy .

If you have any questions or concerns about your privacy, please contact us directly. We are here to help.

After hours arrangements & home visits

After hours arrangements – Our practice provides 24-hour care for our patients. For after-hours consultations, please call (07) 4913 9300 and follow the instructions provided. In case of an emergency, always call 000 or proceed directly to Capricorn Coast Hospital.

Home Visits – Home visits may be available in certain circumstances, depending on the Doctor’s availability and the patient’s condition. These visits are generally reserved for regular patients of the practice who are too frail or unwell to attend in person.

Please note that our practice is equipped with advanced facilities to provide accurate diagnosis and treatment, which may not be possible during a home visit. Whenever possible, we recommend attending the practice to ensure the best care.

 

Medical Certificates

These are available for genuine illnesses and only if you attend the Practice for a consultation. It is illegal to do otherwise, or to provide a retrospective or post-dated certificate.

 

Test results

Where blood tests or other investigations have been ordered, you will generally need to make a follow-up appointment to discuss the results. The Practice uses SMS notification service to advise of non-urgent results. If the doctor is concerned about your results, the Practice staff will contact you to make an appointment. To ensure confidentiality, test results will not be given over the phone.

Repeat Prescriptions 

Our practice follows specific guidelines to ensure safe and effective medication management:

• Notice Required: Please allow 48 hours’ notice for repeat prescription requests.
• Eligibility: You must have visited the practice within the last 3 months. Repeat prescriptions are at the Doctor’s discretion, and some medications may require a consultation.
• Fee: A $35 fee applies for repeat prescriptions issued without a consultation. Payment is required upon collection.
• Authority Prescriptions: These require a Doctor’s appointment. Reception will contact you if an appointment is necessary.
• E-Script: Wherever possible, repeat prescriptions will be sent electronically to your phone for convenience.
• Schedule 8 Drugs: This practice does not provide prescriptions for Controlled Drugs or Drugs of Dependence for patients with non-malignant pain. The practice uses and reports to the Australian Governments Prescription Shopper Program.

Medication Planning: Most prescriptions are written to provide sufficient medication until your next review. Patients are encouraged to monitor their medication needs and plan ahead to avoid running out of prescriptions.

 

Reminder System

Our Practice uses a reminder system to support your ongoing health care. We also participate in national, state and territory recall and reminder programs.

You may receive reminders by post, email, telephone or SMS for important appointments and procedures such as vaccinations, cervical screening, and health reviews.

If you prefer not to participate in recall and reminder programs or wish to opt out of SMS reminders for appointments, please speak with our reception team to discuss your options. Your preferences will always be respected.

 

Referrals and engaging with other services

Our practice regularly collaborates with local health services, including specialists, allied health providers, and hospitals, to ensure comprehensive care for our patients.

Specialist Referrals

To receive a Medicare rebate for a specialist visit, a referral from your GP is required. Please make an appointment with your GP, who will assess the nature and urgency of your condition. 

You are welcome to request a specialist of your choice.

Referral Process

• Once you have scheduled your specialist appointment, your referral letter will be sent directly to the specialist.
• Please note that it is illegal to predate referrals, and our practice cannot accommodate such requests.

By working closely with other healthcare providers, we aim to ensure you receive the highest standard of care tailored to your needs.