Casterton: 03 5554 2655 Coleraine: 03 5553 2045 Hours: Mon – Fri: 9:00am – 5:30pm

Patient Information

Abusive and Antisocial Behaviour - Anyone on the premises or phone behaving in a threatening, aggressive or intimidating manner towards a member of staff, a patient or visitor, will be asked to leave. Behaving in an aggressive and/or threatening manner involving the police will result in being removed from the practice register with immediate effect.

Chaperone - A chaperone is available at both the patients or Doctors request. For patients under the age of 18 years without a parent or guardian present, it is recommended a chaperone be requested for complex consultations or intimate examinations.

Complaints - The Practice takes complaints and concerns about the service you receive seriously. In the instance where you are dissatisfied with the level of service provided within the clinic we encourage you to discuss any concerns with the Practice Manager or your Doctor. The Practice will then attempt to resolve it in accordance with its complaint resolution process.
If the complaint has not been resolved to your level of satisfaction all complaints should be directed to:

The Health Services Commissioner
26th Floor
570 Bourke Street
Melbourne. 3000
1800 136 066
National Privacy Commissioner
Privacy hotline 1300 363 992.
GPO Box 5218
Sydney NSW 2001
Australian Health Practitioner Regulation Agency AHPRA
Telephone: 1300 419 495

Disease Registry - This practice submits patient data to various disease specific registers (cervical, breast bowel screening etc) to assist with preventative health management.
Consent is required from the patient with the option of opting in or opting out. Patients are advised of this via a sign in the waiting area and in the practice’s information leaflet.

Feedback - We try at all times to offer you a good quality service. We are always interested to hear your suggestions and ideas. There is a suggestion box at reception for your ideas and feedback.

Narcotics / Pain Medication - New patients will not be prescribed narcotic pain medication upon their initial consultation.

Notifiable Diseases – We are legally obligated to report any notifiable diseases to the Department of Health within set timeframes. Your doctor can discuss this further with you during your consultation if this applies to you.

Results Recall and Reminders - Results of pathology and radiology tests are generally available with 24-72 hours, depending upon the test. Your doctor may wish to see you to discuss these results when they are available, therefore may request you to make a follow up appointment or a recall letter may be sent to you requesting your attendance. Test results are generally available by phoning the clinic from 3:00pm. A formal recall and reminder system is in place for patients who need to attend regular appointments on an annual basis. Please contact the clinic to confirm or adjust your appointment if you have been sent a recall letter.

Translation & Interpreting Services - Translation and Interpreter services (TIS) are available for patients who require support during a consultation where English is their second language.

3rd Party Attendance - Coleraine Casterton Medical Clinic is an accredited teaching and training practice. On occasions a medical student, GP Registrars/trainer/assessors may be present during your consultation to assist with their ongoing education and development.