Practice Information

Mead Medical strongly believes that the relationship between a patient and his or her health provider is based on a two-way understanding, acknowledging that we both have a responsibility to each other. We endeavour to provide the highest possible health care to our patients.

Call centre

PLEASE NOTE THAT PHONES ARE MANNED BETWEEN THE HOURS OF 8AM TO 5PM MONDAY TO FRIDAYS

WEEKENDS AND PUBLIC HOLIDAYS PHONES ARE MANNED BETWEEN THE HOURS OF 9AM TO 2PM HOWEVER THERE WILL BE DELAYS DUE TO LIMITED STAFF.

All incoming calls are managed by our call centre staff based at Kalamunda who will manage your queries. Please ensure when booking appointments by phone that you state which site you wish the appointment for.

In order to better protect your privacy, we have removed the phone calls from the front desk so that the staff are able to chat to patients without the risk of others overhearing potentially sensitive or private information, calls are now all taken in our secure call-centre. The call centre is manned by no less than 4 dedicated staff at any given time during weekday hours.

Additionally, as part of our pandemic plan our practice has implemented social distancing strategies by not having more than one person in the 1.5m space at one time, there is always two staff at reception however one sits behind the glass to keep the appropriate distance, if the front become busy the staff have an alert system that notifies other staff behind the scenes that they require assistance. These strategies have enabled Mead to continue to provide you with this service during a very difficult and unprecedented times.

Due to a SIGNIFICANT increase of incoming calls since the beginning of COVID-19 pandemic, you may experience long wait times or delays in us responding to your phone calls. We apologise and Thank you for your ongoing patience and understanding. Unfortunately, this is not within our control. Calls have increased in proportion to the heightened level of anxiety and concern in our community around COVID-19 which is exacerbated by the everchanging requirements and guidelines issued by the Government, this is to be expected given the situation is unprecedented.

“A moment of patience in a moment of anger saves a thousand moments of regret”

Appointments

Our clinic offers both walk-in and by appointment consultations. Patients are encouraged to book an appointment, as walk-ins may be experiencing long wait times. To book an appointment, call 08 92934455 or to book online using Hotdoc or downloading the app by clicking the link down below.

On each day we have “on the day” appointment slots that open up in order for us  to accommodate emergencies. These appointments are designed for urgent care.

For patients who have multiple health concerns to discuss, we encourage you to make a long consultation to ensure you have an appropriate amount of time to address all of your concerns.

Car park consults are only available if your Doctor has advised you to book one after a Telephone Consult with your Doctor.

Weekend Appointments – URGENT CARE

Please present to reception on arrival for Triaging. Weekend appointments are predominantly for urgent care purpose, complex matters must be managed during weekday with your regular GP.

If you have a NON-URGENT general query please note you will need to contact our practice Mondays to Fridays or email us on admin@meadmedical.com.au. Emails will not be monitored on weekends.

How to access care when we are closed – After Hours & Emergency Care

All current Mead Medical patients can access care via our deputizing service – After Hours number phone WADAMS 08 9321 9133

For All Emergencies Phone ‘000’ (triple zero)

Waiting times

We attempt to keep the waiting time to the minimum; however, sometimes our doctors are involved in emergencies or obstetric deliveries which prolong the waiting time, we apologies for any delays, please approach reception for an update of wait times if you have been waiting for 30 minutes or more.

Patients who are particularly ill

Should notify staff on arrival, if you are experiencing chest pain, shortness of breath, significant bleeding or vomiting so that they can be made as comfortable as possible until seen by the doctor.

Home Visits

Doctors in our centre are available for house calls and external visits to regular patients under certain circumstances. This will be at GP discretion, please speak to our staff for queries.

Telephone Access

Unless it is an emergency, we do not disturb Doctors during consultations with telephone calls. A message can be taken by reception staff and sent to the Doctor electronically for their response however this will not be in lieu of a consultation with your GP.

Recalls/Reminders

Please ensure you ask your GP for any future pathology forms at the time of your consultation for ongoing management of your conditions.

All recalls & reminders will be issued using our HOTDOC SMS system, you will need to ensure your mobile phone number is up to date on our records at all times.

Test Results, Scripts, Referrals & Other Paperwork

For information security reasons test results are not given out over the telephone. This means that all patients are required to return to the centre to discuss their results during a consultation with a Doctor. For any urgent or abnormal test results our practice will contact you directly.

Please make a follow up appointment with your GP at the time you get a referral from your GP if you feel you would like to discuss the results in person. This will minimise disappointment in being able to book a timely appointment.

You are able to obtain any ongoing referrals, repeat scripts etc. online using our HOTDOC portal, fees may apply. This can be done with in consultation with your regular GP. Any New patients, new referrals and new scripts must be part of a consultation directly with a Doctor.

Our Receptionists do not have access to your clinical information and are unable to take requests for any of these items.

eScript

What is an eScript
e-Prescribing is driven by software/technology which is used to electronically send a prescription to a pharmacy. When a patient is seen by a Doctor, the Doctor can use their e-Prescribing software from a computer to write and send a prescription electronically.

How can I receive my eScript?
During your Doctor visit, you can choose to receive an electronic prescription (e-Script). The e-Script will arrive as a QR token via SMS or email. … If you have repeat prescriptions, you will be sent a new token after each script is dispensed until the repeats are complete. You will need access to a mobile phone or an email address to receive your (e-Script) token. These details will need to be provided to your Doctor.

Do all pharmacies accept eScript?
Yes, you can take your prescription to the pharmacy of your choice. The majority of pharmacies in Australia are connected to eRx, however if the pharmacy you visit does not have eRx they will dispense your medication manually.

Why would my eScript get denied?
If your doctor is prescribing at doses higher than normal, the prescription may be denied. … This means that your doctor must clinically show that you have tried and failed taking a less expensive or preferred medication on the formulary before your plan will cover the prescribed medication.

National Healthcare Schemes

This Centre and Doctors who practise from here are involved with the following National Healthcare Schemes:

• E-Health
• National Bowel Cancer Screening Program
• Australian Immunisation Register
• National Cervical screening

Please speak to your GP for further information.

Patient Feedback

We welcome feedback from patients to help us improve the services at our Centre. We take your concerns, suggestions and complaints seriously. Please email your concerns or compliments to feedback@meadmedical.com.au or speak to your doctor.
We believe that problems are best dealt with within the Medical Centre. However, if you feel the need to discuss a matter outside of the Medical Centre, you may contact the Health Care Complaints Commission on 1800 813 583 or (08) 6551 7600 or visit https://www.hadsco.wa.gov.au/home/.

Management of patient health information

Transfer of medical record
In the event of your relocation to another practice to obtain medical services a fee may be charged to transfer your medical record.

This record may be requested by your new medical practice and will only be transferred with your authorisation.

Patients who require communication services

Telephone interpreter service and other communication support systems such as AUSLAN are available for patients or doctors. Please inform our Reception team. If you do not understand this information, or require a translation please speak to reception or contact: admin@meadmedical.com.au

Emailing our Practice

Please note that you are able to communicate with Mead Medical using our email address admin@meadmedical.com.au however this is for NON urgent communication only. Your query will be reviewed within 48-72 hours of receipt. For urgent queries please contact us via phone, any emergencies call 000.

Using Social Media in Our Practice

‘Social media’ is defined as online social networks used to disseminate information through online interaction. Mead Medicals social medial platform is Facebook.

Regardless of whether social media is used for business related activity or for personal reasons, standards apply to members of our Practice team, including general practitioners. Practitioners and team members are legally responsible for their postings online. Practitioners and team members may be subject to liability and disciplinary action including termination of employment or contract if their posts are found to be in breach of this policy. Please ask to see our full policy for further details.

This platform is not to be used for ongoing communication with patients such as queries and or bookings, or anything of an urgent nature.  Facebook is not monitored on a regular basis.

Privacy Policy

Our privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties. You can view our privacy policy by clicking on the link below:

• Privacy Policy

Zero tolerance

Our staff are here to help you but they have the right to work in a safe environment!

Mead Medical is committed to resolving any problems or queries that you may have, but we are also committed to the care and protection of our employees against abusive, aggressive, violent or any other kinds of threatening or intimidating behaviours.

We have a zero-tolerance approach to this behaviour and will not hesitate to take criminal and or civil action when appropriate, your actions may result in you being requested to find an alternative Primary health care provider service.

Drugs of addiction

To save embarrassment please do not ask!
S8 drugs of addiction will not be prescribed by any GP at mead medical for any new patients, existing patients must see their regular GP at all times, alternate GPs are under no obligation to provide you prescriptions for drugs of addiction.

Dog friendly Practice

Rationale 

Pets in the workplace can make employees happier and increase productivity, team morale, and employee retention while decreasing stress and absence. 

Many patients and staff rely on their pets to provide assurance, comfort and company, a pet can be the difference to some people on getting though each day managing stress levels and coping with life’s many challenges.

Mead Medical prides itself on being a dog friendly practice however also recognises that some people have genuine fear of dogs, this should not deter them from attending our practice.

We have strong protocols in place to ensure that all there are plenty of dog free opportunities to attend the practice without fear of interaction.

Clear signage will be displayed if and when there is a dog on site, we encourage our patients to advise staff that they are uncomfortable in the presence of dogs and we will notify them if this clashes with any appointment they may have and or take steps to ensure patients do not encounter any dogs that may be on site.

For a full copy of our “Pet Policy” please request this from staff.