Practice policies

These are the written policies our practice works to, in line with the RACGP Standards for general practices. Printed copies are available at reception, and any team member can talk them through with you, including in large print or through an interpreter. How we handle personal information is set out in our privacy policy.

No patient is refused assessment or treatment on the basis of gender, race, disability, Aboriginality, age, religion, ethnicity, beliefs, sexual orientation or medical condition. As a patient of Morisset Doctors you have the right to:

• Be treated with respect, dignity and privacy
• Clear information about your condition, options, risks and costs, in language you understand
• Make your own decisions, including declining a recommended treatment
• Bring a support person, and ask for a chaperone during any examination
• Ask for a second opinion, or to see a different doctor
• Access your health record and ask for corrections
• Give feedback or complain without it affecting your care

These rights follow the Australian Charter of Healthcare Rights. In return, we ask that you treat our team and other patients with respect, give us accurate information and let us know early if you cannot attend.

Your record is accessed only by team members involved in your care, access is logged, and everyone who works here signs a confidentiality agreement. We do not discuss your care with family members without your consent; tell us if you would like someone to speak with us on your behalf. Full details are in our privacy policy, or call our Practice Manager on (02) 4006 8222.

Tell reception when you book and we will arrange a free interpreter through the Translating and Interpreting Service (TIS National). Several of our doctors also speak languages other than English, including Arabic, Persian, Sinhalese and Tamil.

We do not use family members or friends as interpreters for clinical discussions, because clinical language is hard to translate accurately and you may not want to share everything in front of them.

If you have a hearing or speech impairment, contact us through the National Relay Service on 133 677, and tell us about any communication, mobility or access needs when you book.

Our team does not give clinical advice or discuss individual patients on social media. Please do not use it to report symptoms, ask about results or request prescriptions; call (02) 4006 8222 or book an appointment. Our practitioners do not accept friend or follow requests from current patients on personal accounts, which protects your privacy and theirs.

Every result is reviewed by a doctor. We will contact you if something needs urgent attention, so please keep your phone number up to date. Other results are discussed at a follow-up appointment, in person or by telehealth, so they can be explained properly. Reception can tell you if a result has arrived but cannot interpret it.

No news is not good news. Always follow up on any test you have had.

We use reminders for preventive care such as cervical screening, immunisations, chronic condition reviews and health assessments, and recalls for results that need follow-up. Reminders are brief, contain no clinical details and are sent by SMS, phone or letter according to your preference. Tell reception if you would prefer not to receive them.

We are an appointment-based practice and welcome new patients. Book online through HotDoc at any hour, or call (02) 4006 8222 from 8:00am, Monday to Friday. Same-day appointments are available on most days for people who are unwell.

Please ask for a longer appointment for several concerns, procedures, skin checks, forms, care plans or mental health. We do our best to run on time, but urgent cases are prioritised and some patients need more time; reception will let you know if we are running behind. Please tell us as early as possible if you cannot attend.

We are open Monday to Friday, 8:00am to 5:00pm, and closed on weekends and NSW public holidays. Outside our hours:

• In an emergency, call 000.
• AYA After Hours provides home and clinic visits from 6:00pm on weekdays, from 12:00pm on Saturdays, and all day on Sundays and public holidays
• Healthdirect offers health advice at any hour on 1800 022 222
• For mental health support, call Lifeline on 13 11 14 or the NSW Mental Health Line on 1800 011 511

Morisset Doctors is a Medicare Bulk Billing Practice. GP consultations are bulk billed for eligible patients with a valid Medicare card, including children 15 and under, patients 65 and over with a pension or Health Care Card, and all other pension and Health Care Card holders. Other patients are charged a private fee, as listed on our patient info and fees page.

Some services are privately billed, including ADHD assessment, skin cancer checks and procedures, cosmetic treatments, pre-employment and insurance medicals, WorkCover and third-party consultations, forms and reports, and privately purchased vaccines. Reception will tell you the cost before your appointment. If cost is a barrier to the care you need, please talk to us.

If something has not gone well, we want to hear about it. Speak with any team member, leave feedback at reception, or write to the Practice Manager, Morisset Doctors, Shop 5, 35 Yambo Street, Morisset NSW 2264. We will acknowledge it, look into it and respond. Raising a concern will never affect your care.

• Health Care Complaints Commission (NSW): 1800 043 159, hccc.nsw.gov.au
• Office of the Australian Information Commissioner, for privacy: 1300 363 992
• Information and Privacy Commission NSW, for health privacy: 1800 472 679

Morisset Doctors works to the RACGP Standards for general practices, covering clinical governance, infection control, record keeping, training, equipment and patient rights. Every doctor and nurse is registered with AHPRA, holds professional indemnity insurance and completes continuing professional development each year. You can check any practitioner's registration at ahpra.gov.au.