Practice Policies

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

Please click here to download a copy of the Australian Charter of Healthcare Rights brochure.

At Chermside Markets Family Medical Centre, we use a secure automated SMS system to communicate with patients about results. Depending on the test that has been undertaken, a consultation may be required to receive results.

It is the patient’s responsibility to follow up on their test results, and we actively encourage our patients to be proactive in their healthcare and book an appointment for results before leaving the clinic.

We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We take feedback, complaints, and concerns very seriously.

Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with a member of our Practice Management team.

Alternatively, you can express any concerns you may have, including those related to privacy, using our enquiries form.

We will strive to resolve your concerns, in accordance with our resolution procedure. If you wish to take your complaint further, you may contact the Health and Community Services Complaints Commissioner in Queensland via https://www.oho.qld.gov.au/

For After Hours services, Hello Home Doctor can be contacted on 134 100. Alternatively, The Prince Charles Hospital Emergency Department or Brisbane Northside Emergency are available to our patients who are in need of medical care after hours.

For urgent medical attention or in an emergency, please call 000.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws. Our clinic is part of the Better Medical group of practices and we follow the Better Medical Privacy Policy which you can access by clicking here: https://bettermedical.com.au/privacy-policy

Phone access to your doctor is available. However, your doctor cannot be disturbed during a consultation and therefore, if you phone, staff can take a message and arrange for the doctors to phone you back. Our Doctors often cope with a large volume of requests on a daily basis; they will return your call at their earliest convenience. This will also apply to emails being sent to doctors. Please allow up to 48 hours for a reply from reception.

For script renewals please book an appointment.