Customer Information

Billing Arrangements

In most cases , patients will be charged a fee for their consultation. A copy of our fee schedule and billing policy is included in this information sheet. Patients will receive a portion of the fee when they claim the Medicare Rebate. There are certain situations in which your doctor may bulk bill a consultation, DVA Gold Card Holders consultations are billed directly to Veteran Affairs.

Please note that the reception staff can help you claim your Medicare Rebate through the practice. A Medicare cheque can be issued or the rebate deposited directly into your account. Eftpos, credit card, cheque and cash facilities are available for your convenience.

Fees

To see fees applying for consultations click here.

Vaccines

Patients are encouraged to take advantage of free vaccines made available by the Federal and State Governments. Please ask our nursing staff or your doctor for further details. We also offer travel medicine and are accredited to administer Yellow Fever Vaccine.

Appointments

Medicine On Second operates an appointment system. A standard appointment is usually adequate to deal with most health issues. If you are making an appointment for an insurance or employment medical, procedure or complex/multiple medical problems, please book a longer appointment. Please ensure a separate appointment is made for each family member.
Appointments are made at 10 minute intervals so you can normally expect to spend that long with your doctor.

Appointment slots are held aside each day for same day urgent reviews, walk-ins or sick children.

Repeat Prescriptions

In order to monitor your health and fulfill our ethical and legal responsibilities, we require that you attend your doctor (or if your usual doctor is not available, one of the other doctors) in order to receive further prescriptions for your medications.

Interpreter Service

Whatever your preferred language, we can help you organize an interpreter to assist with any language barriers. We also arrange interpreters through NABS, National Auslan Interpreter Service, for our deaf patients.

NABS Website http://www.nabs.org.au/01_what_is_nabs.htm 

Medicine On Second uses the Telephone Interpreter Service 1300 131 450 when required. We can organize an “over the phone” service or with 48 hours notice a “on-site” service. Please note also that Dr Nanu Grewal is fluent in Spanish, French, Italian and Punjabi!

Telephone Interpreting Services website http://www.multicultural.qld.gov.au/services-resources/translating-interpreting-services/ 

Sickness Certificates

A certificate may only be issued after an examination by a doctor, so please make an appointment for this.

Telephoning your Doctor

Doctors in this practice may be contacted by phone during surgery hours. A message will be taken if the doctor is with another patient and your call will be returned when the doctor is available.

Home Visits

Home visits are available for urgent cases & for regular patients whose condition prevents them from attending the surgery. They are generally done at the end of a session i.e. at the end of the day. We encourage our patients to phone for home visits in the morning, so the visiting doctor can arrange his times.

After Hours Care

Our after hours medical services are held in conjunction with Family Care Medical Services (FCMS). FCMS are a fully accredited service. Their direct number is 1300 550 911. A doctor is on call for patients of Medicine On Second on a Tuesday and Wednesday evening between the hours of 6.00pm and 1.30pm. The doctor may be contacted by phoning 0458 710176.

Please remember :- if you have a medical emergency , please telephone 000 for immediate emergency care.

Management of your files

Your medical information is confidential, however Medicine On Second often forwards certain medical information to other medical organizations i.e. Immunisation Register. This is a normal practice and is only for the benefit of patient health. All information at Medicine On Second is handled according to the present Privacy Act. Should you require further details, please speak to the Practice Manager (details below).

Receiving Results

It is the policy of this practice to have all patients return for a consultation for their results. One of the nurses may give results to patients over the phone only under special circumstances and if this is organized by the Doctor during your initial consultation.

Patient feedback

Our goal is to provide a quality and caring service in a comfortable and happy atmosphere. Therefore if you have any concerns or suggestions, please phone or write to:

Ms Nicky Jardine, Practice Manager,
Medicine On Second, 50 Second Avenue, Maroochydore, Qld 4558
Phone: (07) 5443 9455
Fax: (07) 5443 9638
Email: practice.manager@medicineonsecond.com.au

We genuinely wish to hear from you. From time to time this practice invites patients to complete questionnaires on their views of the practice and how it could be improved. These surveys are completely confidential and help us to improve our services.

We believe that problems are best dealt with through the practice. Indeed, we want to know if you are concerned about any aspect of our service.

However, if you feel there is a problem you may wish to take outside, you may prefer to contact the Queensland Government Centre for handling complaints.

Health Quality and Complaints Commission
Level 18, 288 Edward Street Brisbane QLD 4001
Telephone 1800 077 308 or 07 3234 272
http://www.hqcc.qld.gov.au

Waiting times...

Nobody likes to be kept waiting. Our staff are all aware of this and try to adhere to appointment schedules. However, the unpredictable nature of a medical practice means that doctors do sometimes run behind time. We sincerely regret any inconvenience caused to patients when we are behind with our appointments.

Please feel free to telephone our surgery to check whether your doctor is running on time. Also if you think you may require a longer appointment, please let reception staff know so they can book appropriately.

Whilst waiting for an appointment, please do not hesitate to help yourself to our complimentary hot drinks and biscuits (though donations for our chosen charities are welcome). If you require any assistance, please feel free to ask on our staff members. They will be only too happy to help.