Busy award winning practice looking for more general practitioners
7 December 09Within a two minutes of the medical centre you will reach Maroochydore Beach, Alexandra Headland Beach and the Sunshine Plaza. If you want to extensively travel ( 10 minutes ) you can reach the popular tourist destination Mooloolaba .
The practice is privately owned by Dr Michael Ryan and Dr Roger Morris. The practice was originally in ocean Street , Maroochydore in 1991 and since then has relocated twice within Maroochydore to the new purpose built medical centre right in the heart of the CBD.
There are three major areas which make up the Sunshine Coast – Maroochy , Caloundra and Noosa. These three councils have just combined to formulate the Sunshine Coast regional Council.
The Sunshine Coast is an attractive destination for holiday-makers, and with an abundance of beautiful beaches, attractive towns and is viewed as a perfect place to live! The Sunshine Coast is only an hour from Brisbane and has its own airport. Regular flights are available to all states within Australia.
Maroochydore, like other towns on the Sunshine Coast, is predominantly a tourist region however over the last few years major national and international companies have been moving their businesses to the coast so they can sustain a great lifestyle whilst working.
Maroochydore and surrounding area is an attractive place to live, with excellent local amenities. The local schools are a major draw to the area, and include Matthew Flinders School, Immanual Lutheran School, Sunshine Coast Grammar and Sunshine Coast Christian College. Both public and private schools are excellent.
There is a wide variety of housing to both buy and rent on the Sunshine Coast and surrounding area, including several new housing developments built within the last 5 - 10years, luxury apartments overlooking the beach or the extremely popular Buderim which has views sweeping all over the Sunshine Coast. . Older properties are also available, of course. Every town on the Sunshine Coast has its own character , so whether you are interested in surfing, golfing, travelling regularly to Brisbane , rural property or a beach lifestyle – the Sunshine Coast is the place to live !
The Sunshine Coast contains all the usual variety of shops, but includes a number of boutique shops that have received regional and national accolades: Our restaurants are some of the best in Australia! Further information about the Sunshine Coast can be found on http://www.sunshinecoast.qld.gov.au/sitePage.cfm?code=new-residents
The Practice Area
The practice area covers a large part of the Maroochy Shire region, including the town of Maroochydore itself. The area extends from Maroochydore northward to Coolum, eastward to Woombye, and southward to Kawana. We have patients who regularly travel from the rural areas who also visit our practice .
Population Characteristics
• The area has an increasingly younger population, which continues to grow at a rate above the county and national average.
• There is a significant business community
• Many new housing developments are attracting new residents to the area, putting increasing pressure on local services such as schools, health centers, transport etc. Please peruse the table below http://www.sunshinecoast.qld.gov.au/sitePage.cfm?code=region-facts
Name Sunshine Coast Regional Council
Size 3,127 km2
Population 2006 290,201
Annual budget $673 million approx.
Length of roads 4,194 km
Waste collected 366,878 tonnes
Waste recycled 118,050 tonnes
Length of coastline 211 km
Area of parks and bushland 13,034 ha
Visitors per year 3 million
Customer contacts 1,350 per day approx.
Council divisions 12
Council representation Mayor and 12 councillors
Local government election day 15 March 2008
About the Practice Medicine On Second
Medicine On Second is a truly modern medical practice. Large, modern, air conditioned premises , local art works on the walls, complimentary coffee, cup of soup and biscuits available, plasma tvs, and DVD’s for the kids !
Medicine On Second is located in Maroochydore , the CBD of the Sunshine Coast. And as mentioned previously the general practice was originally established 17 years ago by Dr Michael Ryan. Dr Peter Hodgkinson and his wife Dr Lina Pisasale, both becoming partners.
In 1996, the practice relocated to larger premises and more doctors were recruited to fulfil the demand of the population. Dr Roger Morris also became a partner in 1996. In 2005 Medicine On Second relocated again to an even larger location and now boasts modern treatment rooms, eleven consulting rooms, two well equipped minor procedure rooms with state-of-the-art surgical lightening and equipment. The medical practice has had a significant impact on the Sunshine Coast because of its well appointed premises, prime location and the expansive range of general practice and allied health services. Because of the health development, pathology and x-ray services have also joined the busy precinct. Please peruse www.medicineonsecond.com.au our award winning web site !
• 14 doctors
• 2 x Registrars
• 1 x Medical student ( Rotation every three months)
• 1 x Practice Manager
• 1 x Practice Managers Assistant
• 1 Nurse Manager
• 5 Registered and Enrolled Nurses ( 3 FTE)
• 2 Reception Managers
• 5 Receptionists ( 5 FTE)
• 1 Junior Receptionist
• 1 Treatment Room receptionist ( New position )
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To make our staff members feel comfortable and proactive at work , our staff room area is well equipped with a television, DVD, cappuccino maker, toasters, fruit juicer, microwave and numerous other “culinary technology” ! Morning tea is purchased each day for our staff members. We try to create a happy, healthy and fun culture at our workplace .
Every effort has been made to make our patients feel comfortable. We have a wonderful children’s play area equipped with a play panel ,plasma tv’s and DVD for Disney and other kids movies. We have colourful lounge suites and chairs, flowers and art work, so the patients feel that they are sitting in a “ first class” waiting facility with the best service ! A state-of-the -art coffee machine has been purchased for patients which offers cafe Lattes, Cappuccinos, Hot Chocolate and Soup! Complimentary biscuits are also offered. ALL money collected from the coffee machine is donated to a local charity i.e family recently been in car accident, grieving garden for parents at local private hospital. We have surveyed our patients regarding the music they like to listen to, and a full entertainment unit was installed with piped music to all areas. A local artist was consulted and wonderful Sunshine Coast art was purchased to support our local talent and increase the warm atmosphere Medicine On Second is trying to create. Please peruse our website on www.medicineonsecond.com.au and the various photos of our practice.
While practices can be very comforting , the biggest complaint patients have about surgeries is the fact that they can be impersonal and beurocratic. At Medicine On Second we think of patients as our guests. If you make that leap, you provide a significantly different service, and you view your patients differently.
There is plenty of parking facilities, a covered area for patients to walk from the surgery to pharmacy, designated disabled parking and ambulance bays. A digital security system has been installed to monitor all waiting areas, walk ways and car parks .
Our medical equipment includes :-
• Defibrillator
• Computerised Doppler- Foetal and Veins
• 24 Hour blood pressure monitor
• Vaccine frige with data logger
• Audiometer
• Spirometer ( Computerised)
• ECG
• Holter Monitor ( 24 hour)
• Pulse Oximeter
• Autoclave
• Siascope ( Skin Cancer)
PRACTICE TEAM PHILOSOPHY
The staff of Medicine ON Second will respect the values of their fellow colleagues, and understand the responsibilities of individuals in a non-judgemental, fair and tolerant manner.
This will bring about an open, honest and caring environment in which to work, and will develop an enthusiasm and willingness to help nurture team and practice objectives to the benefit of all concerned.
A happy team provides a high quality standard of care.
We are committed to providing high quality continuing care within the community. We aim to provide a wide range of high quality NHS services, but also to provide private medical services to our local population. Partners have been encouraged to develop their clinical interests into a wide range of patient services, which now form part of our service portfolio.
About Patient Services
The goal at Medicine On Second is to improve the quality of practice and also the professional satisfaction of our general practitioners. Many of our GP’s have their own special interests and these contribute to the extra and extensive services we can provide our clients. We take a “holistic” approach to health care dealing with our patients problems in their physical, psychological, social, cultural and existential dimensions.
We believe that also by improving the service delivery and communication systems, we can provide a first class service for our patients. The services offered at Medicine On Second are listed below :-
• A skin cancer clinic is held two days per week using the latest Siascope technology. A “care package” is given to all patients including sun block, hats, sun prevention education and samples of skin products including sunscreen.
• Children’s health – Information and baby care. In addition our nurses have taken the initiative to compile our own “in-house” baby pack which is given to all new parents. The packs include information and samples for the new parents.
• Prenatal and pregnancy care
• Complimentary vitamins and nutritional therapy.
• Home medication reviews
• Employment and diving medicals . We are the major provider of health services on the Sunshine Coast for most national mining companies, Australia Post and Boral Constructions.
• Weekly Health SIDS (Red Nose Day), Pink Ribbon Day , Bowel Cancer Week, Biggest Morning Tea , Jeans for Genes
• Life script program for patients with diabetes, chronic heart disease
• 24 Hour Holter Monitoring ( A cost saving for patients)
• The recent introduction of allied health workers who include :- psychologist, dietician, exercise physiologist, diabetic nurse, mental health nurse
• Diabetic pack for newly diagnosed diabetes including education and advice
• Men’s health and vasectomies
• A electronic reminder system for all recalls and reminders i.e pap smears and colonoscopies
• A patient library of videos and brochures
• SMS reminder system to patients regarding appointments
• Email or ONLINE appointment system, so patients can make their own appointments !!
• Weight management program in cooperation with our local gymnasium located adjacent to our practice.
Some of our General Practitioners have their own special interests (GPSI) and these contribute to the extra services we can provide our patients :-
• Dr Michael Ryan- Vasectomies, skin diseases, skin cancer screening, sports medicine and diving medicine
• Dr Roger Morris – Child adolescent health , childhood asthma and allergy disease . Please peruse www.doc4kids.com.au
• Dr Peter Hodgkinson – Complimentary and nutritional therapies and chronic illness
• Dr Glen Atwal – Heart disease, acute medicine and child health
• Dr Scott Powell- Diseases of the heart and kidney, natural therapies and chronic illness
• Dr Nanu Grewal- patient and staff education, chronic disease www.ageless08.com DR Nanu Grewal can also speak four languages !
With such a wide range of specialities , we believe that we can deliver the “Total care” concept.
About the Staff
The Managing Partners are Dr Michael Ryan and DR Roger Morris . Michael and Roger are the owners of the practice and control the overall responsibility for the running of the practice and the development of the business. With help from Practice Manager Ms Nicky Jardine , they manage four teams: the medical team; the nursing team; the administration team and the reception team. There are over twenty administration and nursing staff employed by the practice, together with thirteen doctors.
The Practice Manager is Ms Nicky Jardine. Nicky holds:-
• Bachelor of Health, Aged Care and Community Services
• Diploma in Practice Management
• Justice of the Peace ( Q)
• Certificate IV in Training and Assessment
She was awarded the Australian Institute of Management Medal for Management and Leadership 2008 and has been instrumental for the practice wining Practice of the Year 2007 and several business awards. In 2009 Medicine On Second won Sunshine Coast Enterprise of the Year and Nicky won Outstanding Business Person.
The Medical Team (the partners) meet every week to discuss practice issues - each partner has special areas of responsibility, and work with Nicky to develop those areas of the business.
The nursing team are managed by Ms Monique Garrick and Mr Wendy Bishop. They strife in a total care concept for the patients , introducing new clinics and services for our patients.
The Administration Team is managed by Ms Judy Fifield, who is the assistant Practice Manager / Book Keeper. She runs the secretarial and administrative services in the practice.
The Reception Team is managed by Ms Annie Cronan and Ms Vicky Renouf, who are the Reception Managers. They organise the front end of the practice and are responsible for appointment systems.
Medicine On Second’s delivery of services.
There are three main components that make up the healthcare delivery services :-
1. Practitioners
2. Facilities
3. Systems
Our staff deliver our services in the following methods :-
1. Staff roles are defined . Each staff member has a clear description in assisting , guiding and caring for the patient. These roles are reviewed and monitored. One of these roles is a Patient Co-ordinator. This position monitors the patients in the waiting areas, offers refreshments and informs the patients of delays of more than 20 minutes. This is called our “ 20 minute check “!!
2. Dedicated patient liaison officer and treatment room receptionists – We place such a strong emphasis on providing our patients with an exceptional service when they visit us that we have seen benefit in implementing x 2 full time staff members for these very important, and pioneering positions at our practice. Dedicated patient liaison officers are charged with offering patients in the waiting room refreshments and entertainment in the form of magazines , TV channels or movie choices relevant to them with a wide selection on offer. If the patient is waiting for longer than 15 minutes, our liaison officer will inform them and will indicate when they can expect to be seen. If the wait time is excessive for unforeseen circumstances, they may offer them alternative staff to see. The treatment room receptionists are charged with offering an exceptional service to all patients requiring treatments on the day (i.e. vaccinations, removal of lesions etc). This new position frees our team of three nurses up to concentrate on clinical care with full focus and attention while the treatment room receptionist takes care of refreshments for the patient (i.e. water) and the necessary paperwork, particularly when the procedure may be particularly traumatic, or the patient unable to complete the forms themselves. They are effectively, a stand-in friend or family member to the patient, when one is not present.
3. A member of staff phones patients after their procedures and after their initial consultation at the practice to check on our service delivery. This is correlated and feedback given to doctors and staff on a fortnightly basis.
4. We have a Practice Newsletter ( bimonthly) , a Practice Information Book, Email System to inform patients on all policies , procedures and services available. Our web site www.medicineonsecond.com.au and received many accolades from other practices.
5. We SMS and email appointment reminders. Inform patients electronically if their doctor is running late.
6. Educational material is forwarded to patients on a monthly basis regarding health alerts i.e Meningococcal
7. A strategic plan is in place for the evaluation of the RACGP 3rd Edition standards on patients records . This is to ensure that our records are well above the percentages required.
8. Patients have regular assessments by nursing staff to ensure they are up to date with their care plans, medication reviews etc.
9. Staff attend regular training, seminars and workshops to ensure they are to date and also in the hope of bringing new ideas to the practice.
10. We operate by ‘The Fish Philosophy’, a book written by American motivational speaker Dr Stephen Lundin. We believe in the philosophies shared by him so strongly that recently all management staff engaged in a day’s training conducted by Dr Lundin and a copy of his books was purchased for all staff. The essence of his teachings are that four key elements which can be brought into the work place which are: Play, Make Their Day, Be There and Choose Your Attitude. This has been extremely well received by the staff.
11. Prominent notice and events board i.e SIDS Day
What is GREAT about working at Medicine On Second
Medicine On Second has a vision and objectives :-
• To reach our patients through patient feedback and clinical research to ensure preventative healthcare measures have been met.
• To be the MOST successful and innovative medical practice in Australia
• To provide a safe environment for our patients through the healthcare facility, patient care, privacy and confidentiality and a consistent approach.
• We have great staff who want to do well, are capable of doing great things, and come to work fired up to achieve them. Our Staff flourish in an environment that liberates and amplifies their energy. I believe we have created this environment through Support, respect, and trust.
• Support means giving the staff the tools, training, and coaching they need to succeed. It means continuous effort to develop
• People's skills. We believe that Medicine On Second help their staff excel and grow.
• Respect means understanding our staffs unique career goals and being sensitive to their life choices. It means helping people
• Achieve these career goals consistent with the needs of the company.
• Trust means relying on people to do their jobs to the best of their capacity and to make decisions. It means knowing people want to do well and believing that they will. Good training enables staff to be effective in their job and increases patient/ customer satisfaction.
• Staff involved at all levels of our organisation are continuously trained. This includes staff who have direct contact with patients (e.g. doctors, nurses and receptionists) as well as staff who work behind the scenes (e.g. Practice Manager, Administration Team).
We have strived to maintain an “edge”. Instead of Medicine On Second being reactive to Total Quality Management , we are proactive. We are looking beyond the 21st Century practice, but trying to maintain those “ old fashion values”.
• This practice has improved access through care and developed services by involving the whole primary care team and patients. Innovations such as a public liaison facilitator to correlate feedback from patients.
• We established a patient focus group and listened to what patients wanted from the practice. We are now coordinating a weekly morning tea for the elderly.
• We conducted an evaluation on patient waiting times. This included correlating data from our software, feedback from our patient focus group. Educating patients and doctors in time management and solicitoring on going feedback.
• We have introduced two new roles i.e Treatment Room Receptionist and Patient Coordinator. These staff members monitor patients and offer patients with a first class service expected at a first class facility. They are our centres concierges !
• We have a SAME DAY POLICY ! We believe that if a patient is unwell enough to phone us , they will want an appointment on the same day. No matter what, we will ensure that the patient sees a doctor on that day! The appointment may not be with their own doctor, but we do offer them flexible appointment times.
• We donate to charity on a regular basis . Dr Michael Ryan is the co-founder of “Hawaiian Shirt day “ ( Skin Cancer Awareness”, and Maggies Dreamcatcher ( a charity raising monies for a hospital in India) .Please peruse www.whoisgeorge.com.au. We have donated money to the SUNSHINE Coast Private Hospital “Angel Garden”, which is a private setting for grieving parents. Money has been donated to car accident victims and their families to help them while rehabilitating. Money has also been donated to Sunshine Coast private Hospital for a new tv and dvd for the children’s ward.
• We have a Code of Values and Conduct all staff have to sign demanding respect from each other . This helps provide a positive culture, happy, safe an supportive environment for our staff.
• We have monthly social events including Xmas In July, barbeques on the beach, walking dogs for charity ( Million paws for RSPCA) . Operating in an environment where it can be literally life and death , it is important to encourage balance and a sense of fun in what can be quite sombre and serious moments.
Medicine On Second and it’s team of dedicated staff are extremely active members of the community and have been for many years. Our key community involvement activities this year are as follows:
Big Play Outs
What: Medicine on Second provide a child-friendly doctor to speak about health and their role as a doctor, local children’s author Cheryl Ryan reads her book, Who is George? about a little boy in India (George) who urgently needs medical attention to entertain the children and a health conscious morning tea snack and goodie bags, and a participation certificate free of charge to all the participating children plus a branded teddy bear and music CD from our strategic alliance Kindermusik to all the centres.
Outcomes: Since launching our Big Play Out initiative in February of this year, we have been overwhelmed with interest and enjoyed every minute of our interactions with the community on this level. To date over 25 day care centres around the Coast have hosted us, with a further 20 booked in before the year is out. We have also achieved much media coverage . See appendices for more information.
2020 Weight Loss Challenge (see also www.2020weightlosschallenge.com.au)
What: Take 20 middle aged local males, and get them to lose 20 kilos in just 20 weeks whilst raising cash for charity. For every kilo any of the participants do not lose in the 20 week period, a fee of $100 per kilo will be paid to the challenges nominated charities with 50% going to the Berachah Orphanage in Machilipatnam in India and 50% going to Michael Ryan’s wife’s charity Maggies Dream Catcher, who are currently raising funds to build a hospital in Dharamasala, India. If participants do achieve their 20 kilo goal within the 20 week period, they will still donate a $200 participation fee towards the nominated charities. Medicine on Second are the driver behind the initiative and called in strategic alliance assistance in the form of dieticians, the fitness centre and our creative agency to donate their time for free to fund raise.
Outcomes: Over 30 overweight local men registered to take part in the Challenge including many high profile personalities. In all over around $ 30,000 was raised for the chosen charities, with much media coverage secured. See appendices for more information.
In summary
Financial benefits
• All EPC's, HA, medication reviews administration work is organised by support staff
• There are two reception managers, one practice manager, a financial controller and Nurse Manager who look after all aspects of the managerial work. MOS also employs a full time treatment room manager who acts as an assistant to both doctors and nurses
• All monies are transferred electronically to your bank weekly ( Monday )
• Processing of Medicare Australia accounts on an hourly basis
• Mixed Billing practice
Patient Benefits
• Medical Centre is open Monday to Friday 8am-6pm. Tuesday The medical centre is open on a Saturday from 8am-12pm
• Comprehensive family practice including Siascope facilities (Skin Cancer)
• Continuity of care
• MOS is fully accredited
• The recipient of the RACGP Practice of the Year Queensland 2007
• MOS has won three local business awards
• MOS Practice Manager won Australian Institute of Management leadership and Management Medal 2008 Sunshine Coast and holds a bachelor of Health, Aged Care and Community Services
The best part......
• The centre is located half a kilometre from both the surf beach in Alexandra Headland and the Maroochy River mouth
• The centre is half a kilometre from the Sunshine Plaza (main Sunshine Coast shopping centre)
• We are less than half a kilometre away from Sunshine Coast Day Surgery and specialists.
• We have a friendly, fun and proactive office culture
If you are interested in joining our practice , either consulting with ALL new patients or an existing patient base , apply now. Excellent incentives and support. Relocation costs may be offered to the right person. Please DO NOT apply if you are not interested in a long term position with our practice or are not interested in working as part of a great team. All applications are confidential and resumes and enquiries may be sent to nicky.jardine@medicineonsecond.com.au