Patient Information

Appointments:

We run on an appointment system to minimise your waiting time, however urgent cases and emergencies will be seen on the day. A routine appointment is 15 minutes. Every effort will be, made to accommodate your preferred doctor, time and date.

Due to unforeseen circumstances, such as an emergency, delays can sometimes occur, and your patience would be appreciated if this should happen before you appointment.

If you require a longer appointment, please discuss this with the receptionist when booking your appointment.

We ask patients to arrive on time for their appointment so other patients are not inconvenienced.

Online Bookings are also available on Health Engine or through our website. If you require anything other than a routine 15-minute consultation, please phone the medical centre for an appointment. This may include, pre-employment medicals, health assessments, RMS license forms, mental health consultations, skin checks and procedures.

Patient Feedback:

We invite our patients to complete a patient survey on their experience at our practice. These surveys are completely confidential and will help us improve our services to you. We take your concerns seriously so please feel free to talk to your doctor, the practice manager or one of the staff members about any problems you may have had with our service. We believe problems are best dealt within the practice.

Complaints & Suggestions

Complaint at the State Health Care Complaints Commission by visiting there website on ACT: www.hcca.org.au | NSW: www.hccc.nsw.gov.au

Collaborating with Patients:

This practice always takes an active approach to ensure the best outcomes for patients, even if they choose to reject investigation and/or management advice. Doctors and practice staff respect the right of all patients to make investigation and treatment choices.

Managing Your Personal Health Information / Confidentiality:

Your health record is a confidential document. All patient health records are maintained in a secure manner.

Our practice policy is to maintain the protection of your personal health information at all times and to ensure that this information is only available to authorised members of staff. Please ask for our Patient Privacy Brochure for further information on your privacy policy.

Communicating Via Email:

Emails are checked periodically throughout the day and will usually be actioned within one business day. Please do not email us regarding an urgent matter. If you need to speak with us urgently during our opening hours, or do not receive a reply to your email please contact us by phone on 02-51207991.

Interpreter Services

National Relay Service (NRS)

Phone access service for people who are deaf or have a hearing or speech impairment
Phone: 1800 555 660

Translation and Interpretation Service (TIS)

For patients who require and Interpreter
Phone: 131 450

Telephone Calls:

Your doctor is available by telephone; however, since calls may cause inconvenience to other patients while having their consultation, messages can be left for the doctor to return. In some cases, the nurse or receptionist may be able to assist you.

If your call is urgent you will be put through to a clinical staff member.

Digital Health / Telehealth:

Telehealth is the use of telecommunication technologies to deliver health – related services that support patient care and health education.
Telehealth allows patients to seek care closer to home, so they are not required to travel long distances to receive consultations. Telehealth can also reduce the waiting time for specialty care.
Dr Mehan and his team offer Telehealth services at Higgins Medical Centre.

My Health Record:

My Health Record is a secure online summary of your health information. Only you can control what goes into it and who is allowed to access it. You can choose to share your health information with your doctors, hospitals and other healthcare providers.
For more information please speak to your doctor or visit https://myhealthrecord.gov.au.

Test Results:

Your doctor will advise you when they expect to get your results back and you will be contacted if the doctor requests to see you following any tests.

We ask that you make an appointment with your doctor if you swish to discuss your test results. Please note that our reception staff are unable to give out any test results over the phone.

Reminder System:

Our practice is committed to preventive care and participates in National and State reminder systems.

We offer a reminder system for Pap smears, immunisations, blood tests and other preventive health services appropriate to your care.

If you do not wish to be part of this system, please advise your doctor.

Referrals:

All referrals require an appointment. If you have previously seen a particular specialist for an ongoing problem and require a repeat referral, please advise our receptionist who will advise whether an appointment is required.

Our doctors and nurses interact with health and other services (e.g. allied health providers – physiotherapists, podiatrists, psychologists, etc.) to plan and coordinate comprehensive care.

Registration:

Higgins Medical Centre is an Accredited Medical Practice with AGPAL.

Our Services: