TERMS OF TRADE
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Our standard consultation fees are available upon request. Our fees take into account the following factors:
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We require payment of our fees immediately after your consultation.
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If payment is not made immediately we will invoice you and will charge you administration fees for doing so. Your account may be sent to a debt collection agency if not fully paid within 30 days. We may also:
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In this document
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You authorise us to:
a) the time spent;
b) the complexity of treatment;
c) the costs of running a medical practice; and
d) the funding available from the government public agencies and other sources
a) charge you interest at our bank’s overdraft lending rate calculated on a daily basis from the date of your consultation until payment; and / or
b) charge you the cost of recovery of the outstanding fees and interest including our legal costs on a solicitor/client basis any Court costs and disbursements service or collection fees; and / or
c) decline to provide you with further medical services.
a) “You” means any patient of Queenstown Medical Centre;
b) “We” “Us” and “Our” means Queenstown Medical Centre
a) make enquiries with any previous medical practitioners and health professionals you may have engaged regarding your medical history and you authorise disclosure by those people to us; and
b) make enquiries with from time to time with credit agencies regarding your credit history and to release information from time to time to the extent where necessary for the purpose of making such enquiries (and you authorise disclosure by those agencies to us); and
c) disclose any information about you for the purpose of instructing other persons including a debt collecting agency to recover any outstanding fees from you; and
d) send you information about how we may assist you by providing other medical or health services to you.
REPEAT PRESCRIPTIONS POLICY
The Health & Disability Commissioner has determined that legally, prescription medication can only be provided on consultation with a Doctor.
Repeat prescriptions will be supplied by your doctor where appropriate. Please allow two working days to organise. However, please note you will be required to see your doctor every second request for review of your medication.
If your regular doctor is not available to fill your prescription, you may be required to consult with another doctor. Charges will apply.
RESULTS POLICY
If you have had a Medical test, our policy is to inform patients of their results only if they are abnormal. You will not be contacted if your results are normal. The majority of results will be back in two to three days time.
We are more than happy for you to check on your results, or confirm that they are normal please contact the Practice Nurse of your doctor. Please note reception is not able to help you with your results.
COMPLAINTS POLICY
If you are not satisfied we need to know
We treat complaints seriously and respond promptly and fairly.
Every complaint is an opportunity to look carefully at how we do things and to see if we can improve the way we provide health care. We aim to achieve a mutually satisfactory conclusion and, where appropriate, take action to ensure the situation does not arise again. It is helpful if complaints are received as soon as possible after the event.
WILL MY TREATMENT BE AFFECTED?
No. The complaint process is confidential. We do require details so that we may investigate a matter fully.
HOW DO I COMPLAIN?
If you are unhappy about how you were treated, you may take your concerns directly to the person who provided the service to you. If you are still not satisfied or you do not feel able to talk to them, you may either complete a patient satisfaction form or write a letter to the person responsible for overseeing satisfactory resolution of complaints.
The Complaints Officer in this practice is Dr Kathryn Smith.
(In her absence Donna Beker, Reception Manager will act as the complaints Officer)WHAT HAPPENS AFTER THAT?
The Complaints Officer will thoroughly assess the complaint, decide what actions need to be taken and communicate withy you on how best to resolve the issue.
WHERE ELSE CAN I COMPLAIN TO?
Everyone using a health or disability service has the protection of the Code of Health and Disability Services Consumers’ Rights and the Health Information Privacy Code. A copy of the Code is available for you on request. If you want support to do this, there is a free advocacy service to help you. Phone the Office of the Health and Disability Commissioner.
The Health and Disability Commissioner, PO Box 1791, Auckland. Ph 0800 112 233
The Medical Council, PO Box 11 649, Wellington Ph 04 384 7635For matters where you feel privacy has been breached
The Privacy Commissioner, PO Box 466, Auckland 1, Ph 0800 803 909
