Policy
Please note that the email addresses are not monitored 24/7.
If you want to book an appointment, please either call the practice or book online.
Strictly no clinical information or results, or clinical advice will be given over email.
Management of Personal Health Information
The practice has strict guidelines on confidentiality, patient consent, consent for a 3rd party to obtain information, transferring of health information and access and security of personal health information.
It adheres to the The National Privacy Principles Act and the Health Records and Information Act.
Click here to see our full privacy policy.
Communication Policy
There are multiple ways in which the practice communicates with patients and third parties. Communication can occur through the following channels:
Face to face
This can be via consultation with your doctor or nurse or interactions with other staff members. i.e.: Practice Manager or reception staff.
Telephone
Patients are able to contact the practice via telephone between the hours of Monday – Thursday 8am – 5.30pm, Friday 8am – 5pm.
As the first point of contact, receptionists must review the triage support guide to ensure they are correctly assessing patient’s needs and concerns. Receptionists will often need to ask questions to determine that the patient receives the most appropriate care, at the most appropriate time.
Phone calls from patients requesting to speak to the doctor will not generally be put through at the time of the call. This is to minimise disruption to the doctor as they are usually in consultation with another patient and respectfully not wanting to interrupt their consultation. Doctors may take phone calls if time permits.
Reception staff will ask the patient to briefly explain the reason for the call and will determine if the doctor should be interrupted or if a message can be given to the doctor to return the call at a later time. This may be throughout the day or after the doctor has finished consulting for the day. Where clinically significant information is discussed, a note will be made in the patient’s file.
Fax
Faxes received that are patient related are imported directly into the Doctor’s inbox which is then put into the patient’s file. These are then reviewed and actioned by the doctor. Any urgent patient related faxes are immediately handed to the doctor or if that doctor is not available another doctor in the practice will review the fax. All non-patient related faxes are given to the relevant staff member.
All outgoing faxes will be sent to the relevant place on request from the doctor and then saved into the patients file with a note detailing where it was sent and by whom.
Email is not a secure form of communication and we do not use this to communicate personal information to patients without their consent. Whilst we make every effort to keep your information secure it is important for patients to be aware of the risks associated with electronic communication, in that the information could potentially be compromised and accessed by someone other than the intended recipient. Patients must be aware that any communication they direct to the surgery via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.
If you do choose to contact the surgery via email this will be considered as patient consent to reply via email.
We endeavor to reply to all emails within 1 business day. Our emails are checked on a regular basis, however they are not constantly monitored. If you have an issue that requires urgent attention, we request that you contact the practice via telephone.
SMS
SMS messages are sent for a variety of health management purposes.
These may include:
– Appointment reminders – a reminder message will be sent the day prior to your appointment.
– Health reminders (e.g., cervical screening/care plans/immunisations/repeat blood tests etc)
We need to ensure that your mobile number is up to date at each visit to ensure that this information is sent to the correct number. Patients must be aware that if another person can access their mobile phone, then the confidentiality of these communications cannot be protected by the practice.
Website
The practice’s website is updated regularly with new information. You can also locate our opening hours, history of the practice, information regarding our fees and services, book appointments online, view the doctors’ profiles and see our contact information.
Our Facebook page updates practice information and health promotions.
This page however, is intended for announcements only by Jupiter Health Two Rocks and not for the provision of individual medical advice. This page is not regularly monitored for comments. If you have any queries or questions, we ask that you please contact the practice via telephone.
Walk-In Services
Jupiter Health Two Rocks does offer a walk-in service with some exceptions. The wait time for walk-ins varies and depends on how on time the Doctors are running. Please note we will refuse walk-ins if the Doctors are running late and do not have the capacity to fit in walk-In patients. Same day appointments are available within our opening hours. To book an appointment you can call the surgery, or you can come in and enquire when the next appointment is available. You can book appointments online via our websites or via Hotdoc.
Home Visits and Out of Hours Services
Jupiter Health Two Rocks provides a Locum service for those patient who require a home visit after hours. During the clinic opening hours, the Practice GPs will offer home visits at their discretion. The GPs offer home visits when it is appropriate, depending on circumstances and considering safety of all staff. To obtain a home visit during clinic hours it needs to be safe and reasonable for the GP, and within a 5km radius of the clinic. When the patient is triaged and a home or other visit is deemed neither safe no reasonable, a telephone consultation will be offered.
To book an out of hours service, please contact Night Doctor on 1300 644 483
Opioid Prescribing Policy
Many of our patients require strong, potentially addictive medication to help manage their condition(s). Of concern are ‘drugs of dependence’ (eg opioid medications and benzodiazepines), particularly when these are prescribed on an ongoing basis. Due to increasing reports of abuse of prescription drugs and patient behavioural problems, Jupiter Health Two Rocks has established a policy to ensure adequate treatment of your condition, while reducing the risk of problems with drug prescriptions.
Click here for our full Opioid Prescribing Policy
URGENT RESULTS
Your doctor or the practice nurse will attempt to contact you immediately via the contact details supplied. If our attempts at contact are unsuccessful, a letter will be forwarded to your address to contact us urgently for an appointment.
NON-URGENT RESULTS
You will receive a text message notification via Hotdoc to access a link with a message. The message will advise you have a non-urgent recall the Doctor wishes to discuss with you.
Patients are then able to make an appointment online or contact the practice.
If your results are NORMAL we will NOT contact you. You are welcome to phone us to check if your results have been returned to us, but you will have to make an appointment to discuss these results. At no time are results provided to you over the phone due to confidentiality laws.
Patients are contacted for recalls and reminders with a text message notification via Hotdoc to access a link with a message.
Patients are then able to make an appointment online or contact the practice.
Confidential information is not included in these messages. All personal information is stored on a program specific, encrypted computer data base.
CONTINUOUS EDUCATION
The practice is committed to supporting the doctors, nurses and administration staff to participate in on-going education.
DID NOT ATTEND (DNA) AND CANCELLATION POLICY
Due to the high demand of appointments and the high number of non-attendances and cancellations for GP appointments, we will charge a fee of $50 per single consultation or for double consult a fee of $90 for any appointment that is not attended or not cancelled within 2 hours of the appointment time.
If this account is not paid, a letter of suspension of services and the outstanding account will be issued. This letter will see your access to all services suspended until accounts are paid. There may also be the possibility of permanent suspension from the practice at the doctor’s discretion for repeat offenders.
We have many wasted appointments every day and by introducing this policy we hope patients will consider cancelling their appointments so that others may access them if required.
If you have any concerns, please speak with our reception staff.
APPOINTMENTS
Please phone us on for an appointment.
If you need more time with the doctor, please tell the receptionist when you make your booking. Urgent medical problems will always be dealt with promptly.
TELEPHONE AND ELECTRONIC COMMUNICATION
Electronic Communication is available via email at info@jupiterhealthtworocks.com.au All personal emails are stored on a program specific encrypted computer data base system.
For after-hours medical attention, please contact the following or alternatively seek the nearest Hospital Emergency Department:
Joondalup Health Campus or WADMS (Western Australia Deputising Medical Service) bulk-billed locum service on 9321 9133 for home visits.
PATIENT FEEDBACK
Your feedback is important to us and patient feedback forms are available at reception. Alternatively forward your comments
Email: p.manager@jupiterhealthtworocks.com.au
If for any reason you are not satisfied with the service you have received and do not wish to discuss this with us, the following information is for the state health complaint agency:
The HEALTH AND DISABILITY SERVICES COMPLAINTS OFFICE (HaDSCO)
GPO Box B61
Perth WA 6838
Phone: (08) 9323 0600
Fax: (08) 9221 3675
Country Free Call: 1800 813 583
