How OurPractice Can Help You
At Collins Street Surgery, we are committed to providing compassionate, high-quality healthcare to our community. Our hospital has grown to become a leading medical facility known for our state-of-the-art technology, exceptional medical staff, and patient-centered care.
About us
who we are
We Are A Family-Friendly Practice
That offers comprehensive medical care, focused on primary health services and preventative medicine. Collins Street Surgery has been a fundamental center for the education and training of medical students and doctors and for providing placements to Medical Practitioners.
Our Mission
We endeavour to provide patients with the best and most current treatments, methods, materials, and equipment within our resource capabilities to ensure that the patients receive the highest quality of service they have come to expect. We believe that the patients come first. Teamwork is highly valued and encouraged within the practice to promote a harmonious and productive environment. We hold great importance on ethical and responsible behavior as essential to maintain our patients' and staff's trust and loyalty
Our Vision
We envision a healthier community where everyone has access to excellent healthcare services. We aim to be the preferred healthcare provider, recognized for our dedication to patient care, medical advancements, and community involvemen We hold great importance on ethical and responsible behavior as essential to maintain our patients' and staff's trust and loyalty
Our Values
Compassion: We treat each patient with kindness, empathy, and respect.
Excellence: We pursue the highest standards in healthcare delivery and professional practice.
Integrity: We adhere to ethical principles, ensuring transparency and accountability in all our actions.
Collaboration: We work as a team, partnering with patients, families, and other healthcare providers to achieve the best outcomes
We hold great importance on ethical and responsible behavior as essential to maintain our patients' and staff's trust and loyalty
Our Practices
Our Work is Shaped by Our Core Practices
01
Appointments
General consultation slots are available from
Mon – Fri : 8:00 am – 5:00 pm
Sat : 12:30 pm – 4:00 pm
while emergency on-day appointments are available from 8:00 a.m. Appointments are triaged on an as-needed basis, prioritising the elderly, children, pregnant women, and palliative care. Longer time slots to be scheduled for complex or multiple issues to minimize disruption to other patients.
02
After Hours Services
We provide after-hours, on-call services for registered patients and an alternative care arrangement outside the practice’s opening hours with the Kalgoorlie Regional Hospital Emergency Department (08) 9080 5888.
Please request a copy of your ED consultation to be forwarded to the clinic for up-to-date medical records.
03
Walk ins
We do accept walk-in patients. As a walk-in patient you may have to wait an extended period of time due to other patients have already booked appointments and you will be advised of an average wait time if you walk in. We recommend booking an appointment to ensure you are not waiting as long.
04
Care Outside Normal Hours
While we do not routinely carry out home visits, our doctors will consider requests for home visits/nursing home visits for regular patients of the practice on a case-by-case basis. Please provide our reception staff with as much information as possible, and they will pass the message on to the doctor on duty to deal with at their discretion.
Please note: these visits will only be carried out:
1. When it is deemed safe for our doctors to do so;
2. When the patients’ condition or circumstances prevent them from travelling to the practice;
3. At the discretion of the doctor on duty.
05
Your Personal Health Information
Your medical record is a confidential document. It is the policy of this practice to always maintain the security of personal health information and to ensure that this information is only available to authorised members of staff. We abide by the 13 APPs (Australian Privacy Principles) contained in schedule 1 of the Privacy Act 1988 (the Privacy Act). These can be found at http://www.oaic.gov.au/privacy/privacyact/australian-privacy-principles Doctors and staff will disclose to third parties only the information that is required to fulfil the needs of that patient.
A patient’s health information may be disclosed to a third party if it is a health service provider providing a health service to the individual, and this information is necessary to ensure that further health services are provided safely and effectively. If you require a copy of your medical records for your own personal use, we ask you to complete a request form and ask to copy your driver’s license details to ensure we are giving the right person the correct information, we may require a fee for this.
06
Some Consultations Not Covered Under Medicare Include
- Driving Medical Assessments
- Pre-Employment Medicals
- Travel Medicine/Consults
- Some Dressings and stitches if you have a minor surgery will incur a small fee.
07
Nurses
We are exceptionally proud of the team of nurses that lead the preventative health care and immunisation programs. Their diverse specialties from pediatrics to women’s health compliments the medical team.
Collins Street Surgery is a family-friendly practice. We offer complete life medical care focusing on primary health services and preventative medicine. The practice has been a key site for the training and education of medical students and doctors and will continue to offer placements to medical practitioners. We support RAMUS, John Flynn, and Rural Medical Bonded Students by inviting them for placements during their semester breaks. We also have started care arrangements for patients of BEGA for antenatal patients.
08
Eligible Midwife
We currently have a registered midwife who is present at Collins Street Surgery Monday-Friday.
Please request a copy of your ED consultation to be forwarded to the clinic for up-to-date medical records.
09
Nursing Home/Home Visits
Home visits can be arranged at the discretion of the patient’s regular treating practitioner. Nursing home visits are on an as-required basis, while patients from nursing homes are welcome to visit in-clinic if able. This practice aims to provide the highest standard of patient care. We do not discriminate in providing exceptional medical care with the strong intent to treat all patients with respect.
10
Fees and Billing
Collins Street Surgery is a Private Billing practice. We offer bulk billing to Aged Pensioners, Nursing Home Residents, and Veterans Affairs concession card holders. All government-provided immunisations are bulk-billed, including childhood, influenza, and COVID vaccines. Fees are payable at the time of consultation by cash or EFTPOS .
Standard Consultations- $91.00
Long Consultations-$145.00
Sat/Sun Standard Fee-$111.00
11
Cancellation Fees
Home visits can be arranged at the discretion of the patient’s regular treating practitioner. Nursing home visits are on an as-required basis, while patients from nursing homes are welcome to visit in-clinic if able. This practice aims to provide the highest standard of patient care. We do not discriminate in providing exceptional medical care with the strong intent to treat all patients with respect.
12
Results Policy
During the appointment, we advise all patients to book an appointment to discuss the results. However, our procedures for the recall of results are as follows:
Urgent Results: The nurse will contact you immediately by phone to advise you to make an appointment to see the doctor. If there is no answer after 3 attempts, a letter will be sent to you, advising an urgent appointment.
Non-Urgent Results: The nurse will contact you via phone to advise you to make an appointment. If there is no answer after 3 attempts, a letter will be sent to you, advising an appointment.
If your results are normal, we do not contact you to advise you of this. You can phone the surgery to check if your results have been received, and may make an appointment to discuss the results, even if they are normal. We do not give results over the phone due to patient confidentiality.
For recalls and reminders, we will attempt to call twice, if there is no answer a letter will be sent. Confidential information is not included in these letters.
Our practice uses HotDoc appointment and recall remainder message system.
13
Clinipath - Phlebotomy and Sample Collection
For patient comfort, we provide in-house services available Monday to Friday from 8 a.m. to 2.30 p.m.
14
Practice Accreditation
Collins Street Surgery is an Accredited General Practice under the Standards of General Practice (5th Edition) and is accredited until December 2024 – Quality Practice Accreditation.
15
Immunisations & Travel Vaccinations
Collins Street Surgery offers complete childhood immunisation and a selection of adult vaccines at its premises. Annual influenza vaccines are readily available for all patients. In 2022 we will be carrying private vaccines for 60-65-year-olds with the new 4 x vaccine dose. Travel Medicine Vaccines are available upon request.
16
Appropriate Behavior Towards Staff
Our practice has zero tolerance for abuse, physical threats, or violence. Collins Street Surgery personnel will attend to your needs and offer you the most suitable solutions. In case appointment slots are fully booked, staff will direct you to the hospital or other clinics. We understand that limited services can cause frustration. If anyone is abusive or threatens the practice’s staff they will be asked to transfer their medical records to a nominated practice, while their file at Collins Street Surgery will be closed.
17
Health Assessment & GP Management Plans and Team Care Arrangement
We have a comprehensive team who dedicate time to GP Management plans, Aboriginal health assessments, Diabetic reviews, and 45-49 health checks. Our services for these Management Plans and team care arrangements are bulk-billed to all patients.
18
Infection Control
Our Pandemic Response Plan allows us to continue providing health care services for patients. Thank you for your honesty and consideration of our staff and patients in NOT attending the practice uninvited with respiratory symptoms. Please book a phone or video consult for any respiratory symptoms. You will be assessed and if a physical examination and appointment are required you will be directed to attend the clinic when other patients are not present. You will be required to wear a mask and wash your hands prior to entering the clinic. Directions will be given to you by staff. Our preference is for all patients to attend COVID PCR testing prior to having a face-to-face appointment. Gastroenteritis is highly contagious, and we ask that you consider this when attending the clinic with gastric symptoms.
19
Prescriptions, Referrals, and PATS Forms
Patients can request repeat prescriptions and referrals using our online service via hotdoc. There will be a fee charged at the time of this request. Requests for S8 scripts cannot be fulfilled online and patients must book an appointment to have these scripts issued. At all times the prescriptions are at the discretion of the treating doctor. Referrals and PATS forms will not be completed without an appointment unless pre-arranged with the treating doctor.
20
Medical Certificates
Medical Certificates (and Centrelink certificates) will not be issued without an appropriate appointment, which you can acquire via phone, video link, or in person.
21
Communication
Doctors will be unavailable to take telephone calls or respond to messages unless pre-arranged. Reception and Nursing Staff should be able to address the most urgent inquiries. Appointments needed for all other matters. Urgent end-of-day telephone appointments can be booked when deemed appropriate by reception staff.
22
Reminder/Recall Systems
Our practice is committed to preventative health care. From time to time, we may issue you with a reminder notice offering you preventive health care services appropriate to you. Our staff may contact you to make an appointment to discuss medical test results.
23
Personal Health Information
Patient information is kept strictly confidential and is subject to privacy laws. Data is collected and stored, ensuring maximum privacy at all levels. Request for medical records should be directed to the administration staff, who will be happy to provide you with a copy of your medical records. Preference is for an electronic transfer of files to a nominated medical practice. Once a complete electronic copy of the file; is transferred to your new nominated practice, the file will be closed.
24
Breastfeeding
Collins Street Surgery supports Nursing Mothers. Should you need to breastfeed in privacy please inform the staff.
25
Feedback and Complaints
Collins Street Surgery aims to provide excellence in medical care in a friendly, caring environment. We value your comments and take your suggestions, concerns, and complaints seriously. If you have a problem, you can talk to a member of staff or contact: Australian Health Practitioner Regulation Agency Phone: 1300 419 495 Website: www.ahpra.gov.au This practice aims to provide the highest standard of patient care. We do not discriminate in the provision of excellent care and aim to treat all patients with due respect.
26
Smoking Policy
This practice has a no smoking policy
Schedule Virtual Appointment
- (08) 9091 3958
- admin@cssurgery.com.au
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