There are multiple ways in which this practice communicates with patients and third parties.

Face to Face

This can be via consultation with your doctor or nurse or interactions with other practice staff.

Telephone 

Patients can contact the practice between 8:30 am and 8:30 pm Monday to Thursday, 8:30 am and 6:00 pm Fridays and 9:00 am and 1:00 pm Saturdays. Our reception staff will ask for 3 points of identification to ensure that the correct patient file is matched to the caller.

Please note, you will be unable to be put through directly to your doctor whilst they are consulting. Our practice nurse can triage acute medical concerns, for less urgent issues, a secure message can be sent to your preferred doctor who will respond based on their clinical assessment.

Fax

Correspondence received via fax, is imported directly into a patient’s file electronically and assigned to the addressed doctor. If your doctor is on leave, these results will be reviewed and actioned by the nominated covering doctor. Any faxes labelled urgent are assigned to the doctor on for the evening after hours.

Email

Email is not a secure form of communication and is not encouraged by Fountain Gate Medical Centre.

Any emails sent by Fountain Gate Medical Centre, are password protected with a code sent to your phone via SMS.

SMS 

Fountain Gate Medical Centre uses an SMS reminder system for long appointments and for certain recalls such as when immunisations may be due. 

Our practice is committed to preventative care.  If you do not wish to be part of this system please let us know.

Patients must be aware that if another person can access their mobile phone then the confidentiality of these communications cannot be protected by the practice.

Post

For patients who have opted out of SMS, a letter may be sent regarding reminders or recalls.

Letters received by the practice are imported directly into the patient file and assigned to the addressed doctor.

Website

Our website is updated regularly and contains the practice contact details, location, opening hours and information regarding fees and services offered. Our online booking during office hours and also after-hours doctor service details are also available.

Facebook

Our facebook page is used to communicate any updates in practice hours and practice information. Our facebook page is not monitored, and if you require medical advice we request that you make an appointment, direct message via social media will not be responded to.

Communicating with patients with special needs

A contact list of translator and interpreter services and services for patients with a disability is maintained, updated regularly and readily available to all staff at reception. These include:

• National Relay Service (NRS) for hearing impaired
• Translation and Interpreter Service (TIS) Doctors Priority Line 1300 131 450