After Hours Care

If you require after hours care, please phone the Nurse on call service on 1300 606 024. For emergency medical services please attend the emergency department at Grampians Health (formerly known as Ballarat Health Services) Ph. 5320 4000 or St. John of God Hospital Ph. 5320 2126 or call 000

Communication Policy

To provide the highest quality and safety of care for our patients, our GPs prefer to see patients to discuss their health care. Phone and email messages will be passed on to our practitioners where appropriate. Doctors are not always able to take phone calls from patients during session times.

An SMS reminder regarding your appointment will be sent a day prior to your scheduled appointment. To be included in this service you will be asked to provide a contact number and consent as such on your registration paperwork.

Management of Personal Information

Your medical record is a confidential document.  It is the policy of this practice to always maintain the security of personal health information and to ensure that this information is only available to authorised members of staff. 

We abide by the 10 National Privacy Principles available at www.privacy.gov.au/business/health

The practice abides by a strict privacy policy regarding patient health information.  Patient files are strictly confidential and under no circumstances will staff divulge information unless specifically directed to by the treating doctor and patient and only if directly related to ongoing treatment or care for the patient. A more comprehensive copy of our privacy policy is available on request and also linked below.

Appointments: Long consults, home visits, Walk ins

You will be asked to make a follow-up appointment to discuss results. 

It is recommended that you schedule a longer consult for mental health appointments and/or if you wish to discuss multiple issues or any complex matters etc. with our providers.

Walk-in appointments are available for some of the specific services we offer at Raglan street (e.g. Wednesday Sexual health Services, Vaccinations, On-site Pathology) but we otherwise do not recommend and cannot guarantee walk in services.

Doctors will only make home visits for long term patients on a pre-arranged basis.

Interpreters

Doctors at this practice are enrolled with the telephone interpreter service (tis) and can arrange for phone interpreters.

Feedback, suggestions and complaints

CHHN and Raglan Street Clinic value continuous improvement and we take any and all feedback and complaints seriously. If you are dissatisfied with the services you have received or a problem has occurred on our premises we would like to know. We would like to hear about your experiences both positive and negative so we can amend problems and improve as a practice.  Please feel free to talk to the receptionist or practitioner.  Or if you would prefer to write to us please do so by your preferred means. We take your concerns, suggestions and complaints seriously. Feedback can be directed to the Practice Manager or Practice Principal either verbally or written form admin@chhn.com.au.

Complaints can be further directed to: HCC (Health Complaints Commissioner Ph:1300 582 113 or to AHPRA (Drs’ governing body) Email: ahpra.vic.gov.au PH: 1300 419 495