Patient Info

Location

 

The Riverstone Family Medical Practice is located at 71 Garfield Road East, in the heart of Riverstone. We are just a few minutes walk from Riverstone Railway Station. If you are coming by car, there is ample street parking nearby.

We are easily accessible from surrounding suburbs by car:

      • Schofields – 4 minutes
      • Marsden Park – 5 minutes
      • Rouse Hill – 9 minutes
      • The Ponds – 11 minutes
      • Vineyard – 8 minutes

Home Visits & After Hours


Home visits during normal hours are available for regular patients of the Practice who live within a 2km radius. Please call early in the day if you require a home visit.

For GP medical advice beyond our current opening hours, we recommend one of these two services:

After Hours GP Clinic at Hawkesbury Hospital
6pm to 10pm weekdays
2pm to 10pm weekends & public holidays.

National Home Doctor Service

Call 13 74 25.

Please let them know your usual GPs name so we receive notification of the visit.

The closest Emergency Department is at:
Hawkesbury Hospital
2 Day Street, Windsor, NSW 2756

Ferinject Procedure Patient Instructions

 

  • Fill the script and bring the Ferinject medication with you to your appointment
  • Book the appointment on the day when your doctor is on duty
  • Drink plenty of fluids and have regular meals on the day of your procedure
  • Allow at least 1 hour for the appointment. Approximately 30 min for the procedure and 30 min to remain at the practice after the procedure to ensure no reactions
  • Make sure you are able to take it easy for the rest of the day. No vigorous exercise or heavy lifting.

New Patients


We are happy to welcome new patients to join our Practice. As part of our model of care, your first appointment is usually a longer appointment so that your GP is able to collect your health information and perform a thorough examination. At this appointment, you may also be seen by one of our nurses so please bring any information that may be helpful to your care to your consultation.

Please note that the initial consultation fee can range for new patients – Your GP will discuss this at your consultation.  If you are eligible for a Medicare rebate we will process this for you at the end of your consultation when settling your account.  Be advised that you will be out of pocket between $30 – $50 at your initial consultation.

If you are a new patient and would like to make an appointment, click on the link below:

Online Appointment

Appointments

 

Our consultations are by appointment only – you are able to book online  or by calling the Practice directly on (02) 9627 0600. Consultation fees apply to all patients – pension, health care card holders and children under the age of 16 years will be bulk billed by their GP.

Standard appointment time is 20 minutes.  To assist us to run as close as possible to time, please request an appointment length that matches the complexity of the concerns you wish to raise with your GP.  If your GP finds there are many concerns to deal with they may need to schedule a second appointment on another day/time.

When making an appointment, please select your primary doctor.  If they are unavailable, you can select your secondary GP or one of the GP Registrar’s.  Please be advised that if you select an appointment with a GP that is not your primary or secondary GP, your appointment may be moved.  If you have a specific concern, please call our reception to discuss so we can book your appointment appropriately.

If you are unable to keep your appointment, we would appreciate you notifying the practice as soon as possible.  If you fail to attend your appointment, this may incur a $30 fee (waived for exceptional circumstances).  Failure to attend your appointment results in your GP being unable to accommodate another patient who may be on the waiting list.

As a patient of Riverstone Family Medical Practice we appreciate your understanding, commitment and support to provide you with appropriate health care and service.  We ask that you actively participate in your health needs and goals as set by your GP and follow up as required.  We understand that change is difficult but we are here to help so please continue to work with us through the process.

Medical Students

We frequently have medical students sitting in with our doctors and nurses. This experience is vital to their training as we prepare them to be the doctors of the future. Your permission will always be requested if there is a medical student sitting in with your doctor. Please feel free to refuse permission if you are not comfortable having a student sit in. The student is bound by the same confidentiality as your doctor.

Reminder & Recall System

We consider your participation in health monitoring to be an important part of your health care. We have a reminder and recall system for follow-up visits and routine health checks to assist you in this. You may receive reminders by SMS or phone.

Our surgery also participates in national/state or territory reminder systems/registers, with your consent. e.g. Australian Childhood Immunisation register, NSW Cervical Cancer screening register. If you do not wish to be included in these services please advise the doctor or practice staff.

Accessing Your Health Records

 

Contact the health service provider that holds your health information to request access. Only you or another person you’ve authorised, such as a legal guardian or authorised representative, can make the request.

You may be asked to put your request in writing and for information that identifies you. You may be asked to include:

  • your name and address
  • the health information you want
  • how you’d like to access the health information (such as, by email, paper copies or if you just want to look at the information)
  • if you authorise a person or organisation to access the health information on your behalf

 

When should you get a response to your request?

A health service provider should respond to a request for access to your health information within a reasonable period. We generally think 30 days is a reasonable period.

 

Can a health service provider refuse your request?

A health service provider can refuse to give you access to your health information in some situations, such as if:

  • it may threaten your or someone else’s life, health or safety
  • it may impact someone else’s privacy
  • giving access would be unlawful

 

If giving you certain information would impact someone else’s privacy, a health service provider could block out that part and give you the rest of the information. If it’s not possible to give information directly to you because of a concern for your health or safety then they might give access through an agreed third party.

If your health service provider refuses to give you access they must give you a written notice telling you why, and how you can complain about their refusal.

 

How will you receive your health information?

You can ask for your health information to be given to you in a particular way — by email, phone, hard copy, electronic record, in person, letting you view it, or sending a copy to another health service provider.

If you ask for access in a way that is unreasonable or not practical, a health service provider can give it to you another way — such as on a USB stick rather than paper copies, giving you a summary of the information or allowing you to view it. Another option is to use an agreed third party.

If a health service provider refuses to give you access in the way you requested they must give you a written notice telling you why, and how you can complain about their refusal.

 

Is there a charge?

A health service provider may charge a fee for giving you access, but this charge can’t be excessive.

The charge may include the cost of:

  • staff searching for, locating and retrieving the requested information, and deciding which health information is relevant to the request
  • staff reproducing and sending the health information
  • the postage or materials involved in giving access
  • using an intermediary, if necessary

 

A health service provider can’t use this charge to discourage you from requesting access to your health information. If possible, they should tell you the likely amount of the charge.

They should also discuss with you options for changing your request to minimise the charge. For example, by changing the way they give it to you — by email rather than paper copy.

 

When you change your health service provider

If you want access to your health information because you are changing to another health service provider, your current health service provider might prefer to transfer your record to the new health service provider rather than giving you the information directly.

Script Requests, Referrals & Test Results

Most repeat prescriptions and all new medications will require a consultation so that the doctor can check your health and update your records. If you have lost a prescription or need one prior to your attendance you may request this using OzDocs Online.

 

All new referrals and most review referral letters also require a consultation. The referral process requires a GP to initiate the request for a specialist consultation and requires your doctor to write a detailed letter with important information including your presenting problem, history and medications. Referrals for review from a previous consultation also require a letter that includes an update of your current health issues and any relevant recent events or results.

Please note that referrals cannot be back-dated as Medicare specifically prohibits this. It is the responsibility of your specialist to ensure that you have a valid referral prior to you attending your appointment. If you attend your specialist without a valid referral the receptionist will need to call and arrange for the referral to be written prior to you seeing the doctor.

In some circumstances, a script or referral may be obtained without a consultation and you may request this using OzDocsOnline.  A fee applies to this service and is not Medicare rebatable.

Language Difficulties

We provide assistance with communication in case of languages other than English through use of the Translation and Interpreter Service. We also use interpreters for patients who are deaf, using the Auslan Interpreter Service.

Disabled Access

This practice is designed for wheelchair access and we provide a disabled parking space, as well as a disabled toilet for ease of use for patients. If you have special needs please discuss these with your doctor.

Privacy Policy & Confidentiality

We maintain confidentiality of all patient information in compliance with Privacy legislation. It is the policy of this practice to ensure your medical records and personal health information is secure at all times and is only available to authorised members of staff.

Please see our written Privacy Policy for further information.

Feedback & Complaints

We take your feedback, concerns and complaints very seriously. Please feel free to talk to your doctor, nurse or our reception staff if you have any problems. You may also email our Practice Manager at info@rfmp.com.au or use our online feedback form. You may also choose to contact the Health Care Complaints Commission at Locked Bag 18, Strawberry Hills, NSW 2012 or Phone: 1800 049 153.

We provide regular opportunities for patient feedback via questionnaires, a Suggestions Box and being responsive to verbal complaints. We welcome your comments and contributions.

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