Nursing staff visit every outstation community on a once a weekly basis:
MONDAY: Camel Camp, 3 Bores and Tomahawk
TUESDAY: Soapy Bore, Soakage Bore, Rocket Range and Antarringinya
WEDNESDAY: Aniltye, Apungalindum, Kurrajong and Mosquito Bore
THURSDAY: Alparra and Mulga Bore
Walk in on the day appointments are available at the health service or appointments can be made at a patients preferred time via telephone or in person within the clinic. Our appointment scheduling is flexible to meet the needs of our patients, accommodating patients with urgent, non-urgent, preventative health needs and complex and planned chronic care needs. Length of appointment varies according to patient need. ·
Standard appointment is 15 mins
Long appointment time is 30 mins
Patients are encouraged to ask for a longer appointment if they have multiple issues to discuss or multiple family members to be seen.
CANCELLATIONS/ MISSED APPOINTMENTS
Patients that miss appointments are phoned to remind them, if the patient cannot attend the same day the appointment is cancelled and rescheduled and recorded as cancellation or no show.
If your condition requires urgent medical attention please tell reception staff on arrival at the clinic. Emergencies will be dealt with as quickly as possible. If you have a life-threatening emergency contact the clinic on call nursing staff on the free call after hours number:
FEEDBACK INCLUDING COMPLAINTS
Feedback or complaints are welcomed a flexible approach to feedback or complaints is offered to meet the needs of our patients. Feedback or complaints can be written and put into the suggestion box in our waiting room or alternatively verbal feedback and complaints can be made to Clinic Manager or CEO. Every effort is made to resolve complaints, should patients feel a complaint is unresolved they can contact the:
Northern Territory Health Complaints Commission
5th Floor, NT House
22 Mitchell Street
DARWIN, NT 0800
GPO Box 4409
DARWIN, NT 0801
8.00 am to 4.30 pm Monday to Friday
(08) 8999 1969
Toll Free Phone:
1800 004 474
(08) 8999 6067
MONDAY TUESDAY WEDNESDAY & FRIDAY
9:00am TO 5:00pm
MAIN CLINIC CLOSED THURSDAYS
CLINIC OPEN AT ALPARRA ON THURSDAYS
AFTER HOURS CARE Urapuntja Health Service provides after hours care for emergencies, nursing staff can be reached by calling 1800 069 875.
MANAGEMENT OF PERSONAL HEALTH INFORMATION
Your Medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times, and to ensure that this information is only available to authorised members of staff. You can obtain a copy of our Management of Health Information Policy by asking at reception. We also comply with the Australian Privacy Principles.
YOUR RIGHTS AND RESPONSIBILITIES
All patients accessing care at Urapuntja Health Service have the right to be treated with dignity and respect.
Urapuntja Health Service has a ZERO TOLERANCE POLICY toward violence and aggression. Staff will be supported in refusing treatment to any patient who is aggressive or violent toward staff.
If you have a problem we would like to hear about it. Please feel free to talk to your Doctor, CEO or Clinic Manager. You may prefer to write down your complaint or use our suggestion box provided. Urapuntja Health Service Aboriginal Corporation take your concerns, suggestions and complaints seriously. The NT Health Complaints Commission can be contacted by phone on 088951 5818 or by mail at PO Box 5818, Alice Springs.
Incoming telephone calls is the main way for initial and subsequent communication with patients and most other people associated with the practice. Reception staff answer all calls and transfer to clinical staff as needed to meet the caller’s needs. All calls are returned in a timely manner during normal business hours.
All results are reviewed by a GP and a flexible approach is taken to ensure patients receive results in a timely manner, generally via telephone, home visit or by follow up in clinic appointment with nominated GP or authorised delegate – nursing staff.
CONFIDENTIALITY AND MEDICAL RECORDS
Every effort is made to ensure patient confidentiality at all times is maintained and to comply with the Australian Privacy Principles (APP). Patient’s medical records are securely stored and accessible to authorised staff only. If you wish to obtain a copy of your medical record you must sign a Medical Information Release form available at reception.
Our practice is committed to preventative care. Urapuntja Health will seek permission to include you on our reminder system. We may issue you
with a reminder from time to time offering you preventative health services appropriate to your care. If you do not wish to be part of the system please let nursing staff, Doctor or receptionist know.
Urapuntja Health Service has a ‘NO SMOKING’ policy and patients are asked to refrain from smoking at the clinic.
FEES AND BILLING
Urapuntja Health service is a fully bulk billing practice and patients are not charged a fee to access care.
Should a patient require a service with a fee associated this would be discussed in full prior with the patient prior to the service being completed.