Question 1

Our Company

Accepted Answer

Vantre Health Services, owners of "Doctors at Southport Park" in Southport, have an enduring commitment to the best patient care and the resources to consistently deliver. Because we provide our doctors and patients with the best services and equipment available, our practices provide the highest possible standard of care.
 
The company aspires to grow on its current strong community standing and be recognised and respected as a leader in the industry for best practice. Our practices are committed to providing the best possible diagnosis, treatment and availability at all times, to all patients.
 
Our doctors are specialist General Practitioners with a minimum of ten years medical training to hold MBBS and FRACGP qualifications. They also have additional training in various special-interest areas to assist our patients with specific health care needs.
 
All of our doctors participate in regular continuing education to remain current with the latest medical knowledge and treatments. Our practice has a commitment to whole patient care and the doctors are assisted by highly trained nursing staff and experienced administrative staff.

Question 2

Our Values & Objectives

Accepted Answer

Quality of Care and Service – Uncompromised
All our doctors are committed to providing whole patient health care. They are constantly keeping up with the latest advances in medical knowledge, helping them make highly informed decisions about your health.
 
Friendly and Satisfying Teamwork Environment
Patients are welcomed and valued at every step of their experience with the practice. The doctors, management and staff in all practices are a close-knit team and work together to meet the needs and requirements of all patients.
 
Efficient Business System and Practices
Our business model is one that is constantly striving to set new standards and is based on best business principles and research. Our focus is on being one step ahead and to be market leaders in technology, systems and communication systems that support and enhance outcomes for patients, doctors and staff.

Question 3

Our Services

Accepted Answer

All Doctors have a broad range of skills and interests and we are pleased to offer the following services at our medical centres
Minor Surgical Procedures
Immunisations
Iron Infusions
Women’s Health
Men’s Health
Acupuncture
Removal of moles and sunspots
Skin Checks
Travel Medicine/ Vaccinations
Diabetic Health Clinic
Antenatal Care
Asthma Care Clinic
ECG and Spirometry
Pre-Employment, Legal, Insurance and Drivers’ Licence Medicals
Department of Veterans’ Affairs
Workcover
Health Care Assessments
QML Pathology operates a pathology collection centre “on-site” from Monday to Friday (outside patients are most welcome). There is no need to book. Just take a number and wait to be called.  
Operating hours are:
Monday to Friday 8:30am - 1:30pm
 
Other Health Providers:
Physiotherapists and Exercise Physiologist - Shine Philip
General Psychologist - Colleen Murphy
Registered Psychologist - Thejal Rupnarain
Dietitian - Alice O'Donnell

Call the surgery on 07 5528 0037 to make an appointment.

Question 4

Treatment Rooms

Accepted Answer

Our practice features state of the art treatment rooms and equipment which are fully staffed with highly trained and experienced nurses.

Question 5

Appointments

Accepted Answer

Please phone or book online for an appointment (https://www.doctorsatsouthportpark.com.au/). "Walk-ins" are generally only possible if there is a spare appointment at that time.

Whilst every effort will be made to accommodate your preferred time, emergencies will always be given priority.

To enable our GPs to provide timely, bulk-billed services to all of our wonderful patients, our Standard Consultation length is 10minutes.  This is for patients whom have a single issue to discuss with their GP.  To allow our GPs to provide comprehensive care to patients with multiple health issues, please book a bulk-billed 20 minute appointment with your GP.

If you are unsure how long you may need with your GP, please feel free to discuss your circumstances with our friendly receptionists who can help you book the most appropriate appointment length.

Question 6

Telehealth Appointments

Accepted Answer

For the convenience of our patients and where it is clinically safe to do so, we offer telephone consultations to our existing patients. Patients need to call reception to book a telehealth appointment to ensure they meet the eligible criteria for a telehealth consultation.

Please note, our GPs will do their best to contact you at the scheduled time however unexpected delays may occur.

Please be advised that we do not prescribe S8 medications via telehealth consultations.

Any scripts, certificates or referrals written in this consultation can either be sent to you directly or to an appropriate chemist or specialists etc.

Question 7

Repeat Prescriptions

Accepted Answer

For the benefit of your ongoing health care, your Doctor would like to see you for any repeat prescriptions.

Question 8

Phone Calls

Accepted Answer

Our doctors generally will not be able to take patients' calls during a consultation. Our reception staff can forward your message to the doctor who will return your call as soon as it is practicable. If the matter is urgent please let staff know the nature of the urgency so we can deal with your call appropriately.

Question 9

Billing Information

Accepted Answer

The GPs working from Doctors at Southport Park are all highly trained registered medical specialists, who are committed to providing the highest level of care and service possible. 
We are delighted to provide our high quality GP non-procedural services on a bulk-billing basis, for all patients with a valid Medicare card.  
There may be some out-of-pocket fees for procedural services, where the Medicare funding wasn't increased from 1 November 2025.  However, procedural services may be bulk-billed at the sole discretion of the GP where a patient is experiencing exceptional circumstances.

We have setup the EFTPOS capability to ensure patients are able to claim their Medicare rebate at the time of paying their consultation Fees, so the relevant Medicare rebate(s) are deposited back into the patient’s bank account on the spot. Please note, full payment is required at the time of consultation and can’t be delayed to a future time.

Cancellations
If you are unable to make it to your appointment, please provide at least 4 hours’ notice so we can offer your appointment to another patient.  Where patients do not provide 4 hours’ cancellation notice, they may be charged a cancellation fee of $40.00 for a standard appointment and $80 for a long consultation which is not claimable on Medicare. If you need to cancel your appointment outside of normal business hours and have made your appointment online, please cancel your appointment through Medi2apps.  If you made your appointment over the phone or in person and need to cancel your appointment outside of business hours, please email reception@doctorsatsouthportpark.com.au

Our updated Fees policy is effective from 1 November 2025.

Question 10

Interpreter Service

Accepted Answer

Should you require the services of an interpreter during a consultation with the Doctor, please advise the receptionist when making the appointment.

Question 11

Disabled Access

Accepted Answer

Wheelchair access is available from our conveniently placed parking areas. Toilet facilities for the disabled are available in the practice. Should you have any special needs, please discuss this with the receptionist, nurse or your Doctor.

Question 12

After Hours Care and Home Visits

Accepted Answer

After Hours Care can be arranged for those too ill to attend the Clinic through our after-hours agency. For an after-hours, bulk-billed home visit, please call the National Home Doctor Service on 13 SICK (13 74 25). An after-hours telephone support service is available to current patients of the practice if urgent medical advice is required. This service operates Monday to Friday evenings until 11:00 pm. To speak with our on-call doctor, please call 0488 030 645.
Home visits can be arranged at the GP's discretion. All home visits are triaged and depending on the circumstances requiring a home visit, GPs may instruct patients to go directly to the hospital or may be able to consult with a patient via a telehealth consultation.

Question 13

Recalls

Accepted Answer

We encourage all patients to make an appointment for results.
 
Any patient with any abnormal results will be recalled to the practice to discuss results with the doctor. No results will be given over the phone.

Question 14

Reminder System

Accepted Answer

Our practice is committed to preventative care. We may send you a reminder notice offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please let our receptionist know.

Question 15

Feedback & Suggestions

Accepted Answer

If you have a problem or feedback we would like to hear about it. Please feel free to talk to your doctor or receptionist. All suggestions or complaints in writing will receive full consideration. Send your complaints marked confidential to Practice Manager Doctors at Southport Park, Shop 27, Southport Park Shopping Centre, 40 Benowa Road, QLD, 4215.
Please find following contact details for the formal complaint body in Queensland.
 
Health Complaints
Office of the Health Ombudsman, Director, Business Innovation
GPO Box 13281, George St
Brisbane, QLD, 4003
Ph 133646
Email: info@oho.qld.gov.au

At Doctors at Southport Park, we value patient feedback and work together as a team to ensure we respond to feedback to improve our services.

Question 16

Rights and Responsibilities

Accepted Answer

As a patient of this practice, you have the right to:
Qualified, competent staff who will attend to you with care and skills
Respect for your culture, ethnicity and religious beliefs
Fair treatment regardless of your race, language, age, sex, sexual preference or disability
Have a clear explanation of your health problems, treatment and risk
Receive a confidential service
Be involved in the treatment or management plan regarding your health
Expect complaints are dealt with quickly and fairly
Provide positive feedback
Private and confidential service
As a patient of this practice, you have the responsibility to:
Treat all staff with courtesy and respect
Retain from using abusive or threatening language or behaviour
Be respectful to others in regards to their culture, ethnicity, religious beliefs, race, age, sexual preference, language or disability
NO TOLERANCE FOR DISCRIMINATION
Understand the staff of this practice have certain policies and procedures to adhere to regarding service provisions including Confidentiality and Privacy.
To understand due to times of high demand and unforeseen emergencies there may be delays
Make follow up appointments and collect results

Question 17

Our Other Practices

Accepted Answer

Redbank Plaza Medical Centre
07 3288 1000
Visit Us
 
Labrador Park Medical
07 5537 3300
Visit Us
 
Doctors at Australia Fair
07 5528 3806
Visit Us

Question 18

Privacy Policy

Accepted Answer

Doctors at Southport Park privacy policy
Current as of: 15/05/2024

Introduction
This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties. 
What is a patient health record?
A patient health record is a file, either paper or electronic form of information held about a patient, which may include: contact and demographic information, medical history, notes on treatment, observations, correspondence, investigations, test results, prescription records/medication charts, insurance/legal information etc.
Why and when your consent is necessary 
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this. 
Specific consent will be sought from you in the following instances:
-        Where the consultation may be temporarily recorded by the GP in a voice to text transcription platform (Lyrebird AI)
-        Where ever else audio/video/static picture is obtained during your consultation
Why do we collect, use, hold and share your personal information? 
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training). 
What personal information do we collect? 
The information we will collect about you includes your:
·         names, date of birth, addresses, contact details 
·         medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors 
·         Medicare number (where available) for identification and claiming purposes 
·         healthcare identifiers 
·         health fund details.
Dealing with us anonymously 
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals. 
How do we collect your personal information? 
Our practice may collect your personal information in several different ways.
1.       When you make your first appointment our practice staff will collect your personal and demographic information via your registration.

2.       During the course of providing medical services, we may collect further personal information. 
Doctors at Southport Park participate in electronic transfer of prescriptions, My Health Record (Shared Health Summary and Event Summaries
3.       We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media. 
4.       In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
·     your guardian or responsible person
·     other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
·     your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary). 
When, why and with whom do we share your personal information?
We sometimes share your personal information:
·         with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy 
·         with other healthcare providers
·         when it is required or authorised by law (eg court subpoenas) 
·         when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
·         to assist in locating a missing person
·         to establish, exercise or defend an equitable claim
·         for the purpose of confidential dispute resolution process 
·         when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary). Doctors at Southport Park participate in electronic transfer of prescriptions, My Health Record (Shared Health Summary and Event Summaries
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing. 
Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data. 
We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included. 
How our practice uses document automation technology?
Our practice uses an electronic software program (Best Practice) that automatically prefills a template referral letter at the instigation of the GP. These template referral letters are a combination of Best Practice supplied and customized templates with the instigating GP reviewing and signing off on all referral letters prior to distribution. Our practice is also utlilising LyreBird AI (medical transcription AI platform) on a GP by GP basis, again all information generated by LyreBird is reviewed and approved by the GP prior to saving this onto the patient records, or including this information in a patient referral.

How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms.
-        Paper records (referrals, scripts and results only) 
-        Electronically (Medical Software Program) 
Our practice stores all personal information securely. 
All practice users have private password security and there are different levels of accessibility. Our business has a secure data protection program that is maintained at a high standard. All staff members our bound by a confidentiality agreement along with any third party providers, such as cleaners and trainers. 
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing by completing one of our request for personal medical records forms and our practice will respond within a reasonable time, this may take up to 30 days. Fees may apply if patients wish to go ahead with the request.   
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the practice manager or in person. 
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. 
 
Please contact:
Practice Manager
Doctors at Southport Park
Shop 27, Southport Park Shopping Centre, 40 Benowa Road
Southport Qld 4215
Tel: 07 5528 0037
Fax: 07 5527 0849
 
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992
 
You can also contact the Ombudsman
Office of the Health Ombudsman
GPO Box 13281
Brisbane QLD 4003
Ph: 133 646
Email: complaints@oho.qld.gov.au

Question 19

Communication

Accepted Answer

Our practice only sends SMS’ for recall purposes and appointment reminders. No personal details will be disclosed via SMS. Emails are only used for non-confidential correspondence, not for appointment requests or cancellations. For urgent matters, please call the practice.

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