Suite 68 Chatswood Village 47 Neridah St Chatswood NSW 2067 Ph: 02 9410 1777 Fax: 02 9410 1825 N Plus Clinic Practice Manual Access to care Opening hours: Wednesday to Friday 9am to 1pm and 2pm to 5:30pm We close for lunch between 1pm to 2pm daily. Closed on Mondays, Tuesdays & weekends. Booking appointments All patients must book appointments in advance, either via face-to-face or telephone communications. Standard appointment times are from 15 minutes and go up incrementally by 15 minute intervals . Initial consultations require a prolonged consultation of over 45 minutes, as this allows Dr Kim to effectively assess the patients’ condition. Dr Kim aims to conduct detailed consultations due to the holistic nature of therapies and treatments offered at our clinic. When making consecutive appointments please inform reception that, where returning for test results or requiring a more in depth consultation for more complex issues, a long consultation of 45 minutes or longer will be required. Cancellations Patients must provide 24 hours notice if unable to attend an appointment. A Cancellation Fee of the full amount of the consultation will be charged and the patient will be unable to obtain any further appointments until the Cancellation Fee is paid. If cancellations are made less that 24 hours in advance without a good reason more than once, the patient will be unable to obtain any further appointments. Fees, Rebates and Out of Pocket Expenses Billing The N Plus Clinic is a private practice. All facilities, services and staff are provided and maintained by the N Plus Clinic. Bulk billing is not available at the N Plus Clinic. Appointment Fee Schedule Our practice information sheet or a sign in our practice includes information about fees in our practice. Payment method Major credit cards, cash and EFTPOS are accepted (excluding AMEX). Personal cheques are not accepted at the N Plus Clinic. After Hours Care Our clinic is covered by the Sydney Medical Service Co- Operative Limited; Monday to Friday 5:30pm to 8:00am Weekends From Noon on Saturday to 8am Monday Public holidays 24 hours Contact: Sydney Medical Service Co-operative Limited Ph 8724 6300 Contact Policy Communications with Dr Kim Patients with queries regarding non-urgent matters should email at mail@nplus.com.au For urgent matters, patients are advised to call us directly on 9410 1777 during our business hours or seek help from a local medical centre or Emergency Room. Telephone and Electronic Contact Policy Receptionists receive calls within our opening hours of 9am to 1pm and 2pm to 6pm Wednesday, Thursday & Friday of each week only. After-hours messages are checked directly before reopening. Please note that patient privacy and confidentiality is maintained at all times. When discussing health information over the phone, the call will be transferred to a private area so that other patients and persons cannot hear the conversation. Administrative staff refrain from the disclosure of personal health information to anyone other than the patient and referring the call to a GP if the query is pursued. Emails are checked regularly by both administrative staff and Dr Kim, whom responds to non-administrative matters via email. Where clinically significant information is discussed, a note will be made to the patient’s health record. Communication with patients via email is conducted with appropriate regard to the privacy and confidentiality of the patient’s health information. Continuity of Care As a holistic and nutritionally focussed general practitioner practice, we offer an indepth approach to patient medical analysis and continuity of comprehensive care. Appointments are flexible according to patient requirements, so long as they are booked in advance. Followup of Test Results We recommend that all patients make a follow-up appointment prior to when their tests are taken or when the referral is made to have tests done externally. Where patients are required to see Dr Kim more urgently or have not returned for their results, our administrative staff with telephone such patients and arrange an appointment directly. Patients are advised to make an appointment at least 1 week prior to the test for blood tests, and 10 days to 2 weeks prior to the test for other test such as fecal analysis and x-rays. Reminder System Our practice has a reminder system with appropriate informed consent, and use flagging of patient health records. This utilizes flagging of patient health records for opportunistic preventive activities. We also participate in national/state or territory reminder systems/registers (subject to informed patient consent). Repeat Prescriptions Repeat prescriptions may be issued to patients either during a consultation or following a phone request, depending if it is deemed appropriate by Dr. Janet Kim. Repeat prescriptions are not available to patients who have not seen the doctor for 3 months or more. In this instance an appointment should be made to consult with the doctor regarding the continuation of the medication. Repeat Supplements Repeat supplements may be issued to patients either during a consultation or following a phone request, depending on what is appropriate. Additional Practice Information Our practice provides patients with adequate information about our practice to facilitate access to care. We have our own website which has comprehensive information regarding the clinic’s operations. To facilitate informed patient decisions, our practice gives patients sufficient information about the purpose, importance, benefits and risks associated with proposed investigations, referrals or treatments to enable patients to make informed decisions about their health. Our staff can describe how essential practice information is provided to patients who are unable to read or understand our written practice information sheet. Regarding treatment, our practice ensures that our approaches to common and serious conditions are consistent with best available evidence. A consistent approach is adopted within our practice to the diagnosis and management of common and serious conditions of individual patients. Interpreter Services Our practice has policies and procedures for communicating with patients who are not proficient in the primary language of our GP(s). We can organize interpreter service if the patient makes a request with 72 hours notice. Fees will apply and are payable by the patient. Referred Services Our practice informs patients of the potential for costs when they are referred for investigation or a consultation with medical specialists, allied health professionals or other health services. Our referral documents to other health care providers contain sufficient information to facilitate optimal patient care. Each of our patient health records contains sufficient information about each consultation to allow another doctor to carry on the management of the patient. Health Promotion and Prevention of Disease Our practice carries procures and leaflets and information on our website, which states that our practice is predominantly a preventative illness clinic. There is a range of posters, leaflets, and brochures about health issues relevant to the community available or on display in the waiting area or consulting areas. Our practice engages with a range of relevant health and community services to improve patient care. Patient Health Records Our patient health records contain evidence that pathology results, imaging reports, investigation reports and clinical correspondence received by our practice have been, reviewed by a GP, initialed, and where appropriate, acted upon in a timely manner. Our practice has a written policy describing the review and management of pathology results, imaging reports, investigation reports and clinical correspondence received by our practice. Our patient health records also contain sufficient information to identify the patient and to document reason for visit, assessment, management, progress and outcomes. Our practice also incorporates health summaries into active patient health records. Confidentiality Our practice has a systematic approach to managing the confidentiality and privacy of patient health information in our practice. Patients’ private information and medical records are assessed only by Dr Kim, and when necessary and with patient permission, by our nurses or naturopath. Patient health information in our practice is neither stored nor left visible in areas where members of the public have unrestricted access, or where constant staff supervision is not easily provided. All information pertaining to the patient can only be assessed by patients’ permission to another doctor or to the patient themselves. Further details: Further details: Our facsimile machines, printers and other communication devices are only accessible to authorised staff. Our information disaster recovery plan has been tested. We record the request by the patient to transfer patient health information on the file. This note includes details of where the information was sent and who authorised the transfer. Our practice keeps individual patient health information until the patient has reached the age of 25 years or for a minimum of 7 years from the time of our last contact with the patient, whichever is the greater. Patient Rights and Needs Our practice respects the rights and needs of patients. We do not discriminate against patients on the basis of their gender, race, disability, Aboriginality, age, sexual preference, beliefs or medical condition. Our GP(s) and staff who provide clinical care can describe how they provide care for a patient who refuses a specific treatment, advice or procedure. Patient Feedback Our practice has used patient feedback to establish whether patients of our practice are treated respectfully by our GP(s) and staff. We provide opportunities for, and responds to, patient feedback. Our practice makes contact information for the state/ territory health complaints agency readily available to patients on request. We have used patient feedback to establish whether patients of our practice are confident that any feedback and complaints they make to our practice would be handled appropriately. Presence of a Third Party The presence of a third party observing or being involved in the clinical care during a consultation occurs only with the permission of the patient prior to the consultation. Safety and Quality Our practice is committed to quality improvement Clinical Risk Management Systems Our practice has a clinical risk management system to enhance the quality and safety of our patient care. Education and Training Our practice supports quality improvement through education and training. All GPs in our practice are appropriately qualified and trained, have current registration, and participate in continuing professional development. All our staff involved in clinical care are appropriately trained for their role in our practice. Our administrative staff participate in training. This is demonstrated through a training record for administrative staff. Human Resource System Our staff are able to discuss administrative matters with the GP(s), practice directors and/or owner(s) when necessary. Our practice has an induction program for new GPs and new staff. We have a regular staff meeting. Occupational Health and Safety Our practice is able to demonstrate this through practice and office equipment which is appropriate for its purpose. At least one staff member, in addition to the GP(s), is present when our practice is open for routine consulting. Our practice has a documented occupational health and safety policy, available online at www.nplus.com.au Facilities and Access • We provide a safe and effective working environment for our practice team and patients. Our practice facilities are appropriate for a safe and effective working environment for patients, staff and GPs. • Each of our consultation rooms (which may include an attached examination room/area): is free from excessive extraneous noise, has adequate lighting, has an examination couch, is maintained at a comfortable ambient temperature and has facilities to protect patient privacy when patients need to undress for a clinical examination (provision of an adequate curtain or screen, and gown or sheet). • Our practice has toilets and hand cleaning facilities readily available for use by patients and staff. Where appropriate, our practice has heating and/or air conditioning. Our practice has a telephone system with sufficient inward and outward call capacity. Our practice has the capability for electronic communication by facsimile or email. We ensure there is no smoking in our practice. • Visual and auditory privacy of consultations and treatments is ensured. • In terms of physical access we have issues due to stairways. Sr Kim has special provisions for patients with physical access by organizing out of clinic consultations. • There is adequate parking within a reasonable distance from our practice. • Our practice has two height adjustable beds. • Our practice provides medical equipment and resources that are well maintained and appropriate for comprehensive patient care and resuscitation Medicines and Medical Materials • Our practice ensures that Dr Kim has access to a doctor’s bag. • Our practice ensures that Schedule 8 medicines are stored securely and are only accessed by authorised personnel. • Our practice has appropriate processes that maintain the potency of vaccines. • Our clinic practices in accordance with the cold chain written policy and procedures outlined by the Australian Government Department of Health and Aging Immunization handbook’s effective cold-chain policy; http:// www.health.gov.au/internet/immunise/publishing.nsf/Content/handbookcoldchain • Perishable materials held in our practice (medicines, vaccines and other health care products) are not kept or used beyond their expiry dates. Infection control Our practice manages the risk of cross infection in accordance with the current edition of the RACGP Sterilisation/Disinfection Guidelines for General Practice. Our infection control procedures follow the Australian Government Department of Health and Aging Immunization handbook; http://www.health.gov.au/internet/ immunise/ publishing.nsf/Content/Handbook-vaccinationprocedures Subject to their informed consent, the immunisation status of our staff is known and staff members are offered immunisation appropriate to their duties. The induction of new staff to our practice ensures they are familiar with standard precautions against infection and other issues appropriate to their duties.