Patient Information

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

Opening Hours

The Practice is open from 7am to 7pm on Mondays and Wednesdays, 8:30am to 6pm on Tuesdays and Thursdays, 8:30am to 5pm on Fridays, and 8.30am to 2:30pm on Saturdays. We are closed on Sundays and Public Holidays.

We are closed on Wednesdays for our team meeting from 1.30 to 2.10pm.

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

New Patients

New patients are welcome to join our Practice. We prefer that your first appointment is a longer appointment so that we can collect your health information and perform a thorough physical examination. At this appointment, you will be seen by our nurse first then the doctor. Please bring any information such as results or scans that may be helpful in your care.

Please arrive 10 minutes prior to your appointment time to complete the new patient forms or download and complete prior to attending. Our receptionist can assist if you have any questions.

Appointments/Bulk Billing Clinics

The majority of our consultations are by appointment only with the doctor of your choice. You can book your appointment on line by selecting the ‘Book An Appointment’ tab on the menu bar. If you are not on a health care card or pension there is generally a charge for seeing your doctor of choice by appointment. However we run a  Bulk Billing Clinic each day, at which appointments are not needed and you will see the first available doctor.

Appointments

Our standard appointment time is 20 mins. 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 doctor. We encourage you to read our information leaflet How to Choose Your Appointment Time in order to make the best estimate. Our receptionists can also help you choose an appropriate time. If there are too many issues to deal with in the allocated time, we may need to schedule a second appointment.

Every day there are consultation times reserved for urgent matters. These appointments are 10 minutes in length to deal with the urgent problem eg acute illness. Please ring as soon as you think you may need to see the doctor and let reception know that the problem is urgent.

We will endeavour to provide your choice of doctor and time whenever possible. For routine appointments you will usually be sent a reminder either by SMS or phone, however you are responsible for attending your appointment. If you are unable to attend for any reason please call the Practice as soon as possible to cancel your appointment. Failure to attend appointments may result in a fee.

Each doctor has a cancellation list and we generally have cancellations every day. Please feel free to ask to be placed on this list if you would like an earlier appointment. Our system does require you to make an appointment in order to be placed on this list. Should your doctor be unavailable at your appointment time we will contact you as soon as possible to let you know and rearrange your appointment. Some appointments will require a longer time such as mental health treatment plans, health assessments and care plans. If you are coming for a specific reason please inform our receptionist when making your appointment so that the appropriate time can be allocated

Bulk Billing Clinics

You are welcome to attend our Clinics which will be totally bulk-billed. There will be no appointments and you will be seen by the first available doctor. We try to minimise your wait but there may be delays at busy times. Please present to reception with your medicare card to register for this clinic.

The Bulk Billing Clinic will endeavour to manage one problem well on the day and if your condition is complex or you have a list of issues to be addressed, then you will need to return over a few visits to ensure that everything is covered and we help you achieve your best health.

We hope you will see us for all your health needs in order to ensure continuity in your health care. Fragmentation that results from seeing doctors outside of our practice runs the risk that important issues may be missed or managed inappropriately.

Your Responsibilities

The staff at Riverstone Family Medical Practice are committed to providing high quality care in a warm and friendly environment. As this process requires a team approach with our patients at the centre of this team, you have certain responsibilities, including the following:

  • We expect you to attend your appointments. If you are unable to attend an appointment we expect you to contact us to cancel as early as possible. This allows us to offer the appointment to another patient.
  • You must be honest and respectful in your interactions with all Practice staff. We consider that our relationship is based on mutual trust and respect. Acting in a dishonest manner undermines this relationship and puts you at risk of adverse outcomes.
  • You must follow up on referrals for all investigations including pathology and radiology. This means attending for the investigation and returning to discuss results. While the Practice strives to ensure all results are followed-up, it is ultimately the responsibility of the patient to ensure that they have received their results. Your doctor will inform you how this should be done. It is not sufficient to assume that everything is OK if you hear nothing.
  • You must follow up recalls and reminders sent to you. These are sent by SMS or letter and are an important tool in providing excellent care. Should you receive a notification that your doctor wants to see you, we expect you to attend an appointment to discuss the issues at your earliest convenience.
  • You should attend specialist referrals given to you. Your doctor will organise a specialist opinion when they feel that this is necessary for your care. If there are issues with attending a specialist please return to talk with your doctor about this.
  • We expect you to actively participate in achieving your health goals and follow up on advice given. We commit to working with you to achieve the best possible health outcomes but this requires your co-operation and following the advice of our medical staff. We recognise that change is difficult and we understand that it will sometimes feel impossible but we are here to help so please continue to work with us through the process.

Specific Doctor Availability for Appointments – as at June 2016

(Note that sometimes our doctors are available at other times. Some of our doctors attend aged care facilities and may be not in the surgery during their scheduled hours)

  Mon Tues Wed Thurs Fri Sat
Dr Michelle Crockett 9am – 6pm 2.10 – 7pm 9am – 6pm 2pm – 5pm every second
Dr Sharon Muir 7-am -7pm 7-am -7pm  8.30am- 6pm every second
Dr Emily McKay 9am – 3.30pm 9am – 3.30pm 9am – 3.30pm
Dr Michael Smith
7am – 4.30pm  8.30am- 5pm  7am- 4pm 8.30am- 5pm 1 in 2
Dr Ayesha Choudhury 10am – 7pm 9am – 4.30pm 9am – 5pm 1 in 4
Dr Anne Trang
10am – 6.30pm 9am to 12pm 10am – 1pm 10am – 6.30pm
Dr Stephen Crimston 4.30pm – 7pm 1 in 8
Dr Gavin Scriven
 9am -5pm  2pm- 5pm 1 in 4
Dr Avril Elachi
 8am – 4.30pm 8.30 – 4.30pm  1 in 4

Consultation Fees

The Practice provides a mixture of private and bulk billing, dependent upon the attending doctor and the patient’s circumstances.

Children under the age of 16, pensioners and health care card holders will be bulk billed between the hours of 9am and 5pm, as will any attendees to our Bulk Billling Clinics.

Most other patients will be charged a fee and, for item numbers covered by Medicare, will  receive a rebate for a proportion of the total amount. Payments by cash, or using a credit or debit card will have the Medicare rebate returned to a debit account within 11 seconds. If you are registered with Medicare, a cash or credit card payment will allow the rebate to be returned to your nominated account by next day.

Dr Crockett, Dr Muir and Dr Smith will continue to charge fees according to our standard policy. For the time being other doctors in the Practice will charge a fee that includes a maximum out-of-pocket expense of $20for consultations. When other procedures need to be done such as an ECG or excision, then there may be an additional cost which you can discuss with your doctor.

For further information about fees please see our brochure “Understanding Your Doctor’s Charges”, or ask our receptionists. If you are suffering particular financial hardship, please don’t hesitate to discuss the fees with your doctor.

Some examples of our fees are:

Medicare Item No. Consultation Time Fee Medicare Rebate Out of Pocket
Item 3 (Level A) Up to 5 mins $  20.00 $  16.95 $  3.05
Item 23 (Level B) Simple  6 – 20  mins $  41.00 $  37.05 $  3.95
Item 23 (Level B) Complex 6 – 20  mins $  64.00 $  37.05 $ 26.95
Item 36 (Level C) Simple 20 – 40  mins $  99.00 $  71.70 $ 27.30
Item 36 (Level C) Complex 20 – 40  mins $ 116.00 $  71.70 $ 44.30
Item 44 (Level D) Simple >40  mins $ 170.00 $ 105.55 $ 64.45
Item 44 (Level D) Complex >40 mins $ 205.00 $ 105.55 $ 99.45
Mental Health Treatment Plans – will not be bulk billed therefore charges will apply.

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.

Test Results

Results of tests your doctor orders will be available at your next appointment and it is usually preferable to discuss these in person with your doctor. On occasion your doctor may arrange to discuss this with you by phone or using OzDocsOnline.

For your privacy/confidentiality we will not discuss results at the front counter and receptionists are not authorised to give out results.

Script Requests & Referrals

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 OzDocsOnline.

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.

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 dwhitehead@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.