Patient Information

Accepting New Patients

At Cranebrook Doctors, we accept New Patients. Click the BOOK NOW button and select new patient. Bring a valid Medicare card for Medicare rebate and a Photo ID to verify your identity. A Medicare card and a photo ID is mandatory for every consultation. Same-day appointments are available on most days. We recommend you book an appointment in advance where possible. Walk-ins are acceptable for medical emergencies.

Booking Appointments

Appointments may be booked in person or by calling (03) 9098-0555 Monday to Friday 09:00 am – 05:00 pm. Alternate, Saturday 09:00 am – 02:00 pm. Sunday closed. Public holidays hours may vary. Please get in touch with our reception staff for more information.  Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.

Face to Face Consultations

We ask that if you have any respiratory, cold/flu-like symptoms, to please wear a mask. We have introduced the guidelines below to protect patients from catching COVID virus and hospitalising. So, please wear a MASK if you have any respiratory, cold/flu like symptoms before entering the premises and while you are inside.

Patients with COVID Symptoms

All our existing patients are requested to book a telehealth appointment if you have a cough, cold, sore throat or fever. This condition of entry applies to fully vaccinated residents also. Book a telehealth appointment if you have tested POSITIVE to COVID 19 in the past 7 days. (Cranebrook Doctors is a high risk setting with immunosuppressed, elderly and babies).

Communication Assistance

Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945.

Interpretation Service

Patients from non-English speaking backgrounds are able to contact TIS (Translator Interpreter Services) 1800 555 660 or 131450 to book an interpreter. (Private fee may apply)

Correspondence

Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.

Facsimile

Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.

Computerised Records

Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.

Results

A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Cranebrook Doctors will attempt to contact you regarding any urgent results.

Contacting your health professional

Phone calls are not transferred to the doctors during their consultations. Phone calls to your doctor will be put through initially to the nurse if available or the nurse will return your call as soon as possible.
The nurse will then discuss any concerns with your doctor and get him/her to phone you back as required.
If your doctor has asked you to phone, please advise reception and you will be put through, or a message will be taken for the doctor to return your call as soon as possible.

Email Policy

We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a pin code. Cranebrook Doctors take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation or new patient registration form. For all communications outside the software program which may contain sensitive data, we prefer not to communicate via email. If you request a copy of medical information, you will be asked for a fax number, postal address (for registered mail) or to pick up from the Cranebrook Doctors.

Additional Information

Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.

Smoking Policy

This practice has a strict no-smoking policy.

Complaints

We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
Your feedback is important to us. If at any time you have a concern, comment or suggestion please do not hesitate to fill in a ‘Compliment, Comment or Complaint’ form (available in Cranebrook Doctors Waiting Room).
You can also speak to a member of the administrative or clinical team if you have any suggestions or are unhappy with the service you have received. Alternatively, you can direct any concerns to pm@bbmedicalcentre.com.au and we will endeavor to respond within 2 business days.
Patients wishing to make their complaint to an outside source can, you may prefer to contact:

Health Services Commissioner
Ph: (02) 9219 7444
Toll free (NSW) 1800 043 159
Email: hccc@hccc.nsw.gov.au
Fax: (02) 9281 4585
Level 12, 323 Castlereagh St
Sydney NSW 2000
https://www.hccc.nsw.gov.au/

Confidentiality

All members of Cranebrook Doctors understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.

Afterhours Consultations

When you need urgent medical care and Cranebrook Doctors is closed, 13SlCK National Home Doctors booking lines (13 74 25) are open from 6:00 pm on weekdays, 12:00 pm on Saturdays, and all day Sundays and public holidays.

Alternatively, you may attend the Emergency Department at

Nepean Hospital, Gate 7, Somerset Street, Kingswood 2747
Phone: 02 4734 2000
Fax: 02 4734 2904

In case of emergencies, please call an ambulance by dialling 000.