Practice Information

Mon-Fri 8:30am-5:00pm

Closed Saturdays, Sundays & Public Holidays

PATIENT ALERT

If you have cold and flu symptoms including sore throat, cough and a fever, please notify Reception on 9451 4915 before your appointment.

Appointments

Planning your visit

Please be understanding if you are asked to wear a mask when you come into the practice out of consideration for the medically vulnerable, and babies.

Walk-ins

Appointments are preferred, however we do our best to accommodate walk-ins. Please note that sometimes there is a wait as appointments may have been made prior.

Bookings

Bookings times are available 24/7 on Hot Doc by typing ‘oak tree gp‘ in the search area.

Call us to book over the phone during opening hours on 9451 4915, or come in person.

Reception staff are equipped to provide non- clinical information only.

Cancellations

Please notify us at 9451 4915, or change your booking on Hot Doc if you cannot make it to your appointment. A $50 Fee applies for missed appointments, payable in full.

Interpreting Services

The Australian Government Department of Home Affairs Translating and Interpreting Service (TIS) provides free interpreting services at no cost to the patient. Please advise Reception upon booking and we will arrange for a consult in your preferred language.

Third Party Consent

A third party consent form is required to be filled out in full and signed, should you wish to have a support person present during your consult. Please notify Reception prior to your visit.

Triage

For emergencies, dial 000 or go to your nearest hospital. We do not offer emergency services. For cases that need to be seen on the day, we follow our Triage Policy and Procedures. A fee may be applicable.

Communication

Email Policy

At Oak Tree General Practice, we prefer to communicate with you in person or over the phone.

Electronic means of communication, such as unencrypted email, presents a security risk including but not limited to:

Sensitive or confidential information that may be contained in an email may be misdirected, disclosed, or intercepted by unauthorized third parties.
Viruses introduced into computer systems and possible scams.

We ask allied health professionals to refrain from requesting or sending us unencrypted emails regarding patient information.

Important Considerations Surrounding Email Communication

Our practice email address is used for non-urgent matters.
The practice email is not regularly monitored nor is it attended to by clinically trained person/s.
Email correspondence is strictly non-clinical. We are unable to respond to emails containing questions about your health. An appointment is required to discuss these with your doctor.
Oak Tree General Practice may or may not respond to an email.
Some information can only be communicated in person by a medical practitioner or health professional.
There is no set response time frame should Oak Tree General Practice respond to an email.
Email communication is included in The Practices’ Zero Tolerance Policy found on here.

Zero Tolerance Policy

The safety and privacy of staff and patients is our priority.

We adhere to a strict zero tolerance policy.

Disrespectful, intimidating or aggressive behaviour in person and in communication is not tolerated. Communication includes emails, as outlined in our Practice Email Policy.

Police will be contacted as needed and a report will be made in accordance with practice protocol.

Necessary action will be taken for the protection and privacy of staff and patients.

Thank you for supporting our peaceful environment.

Cancellation and Missed Appointments Policy

If you are unable to attend your appointment, please give us at least 2 hours notice.

If you make an appointment and fail to arrive,

A $50 fee applies

Further appointments are not offered until the missed appointment fee is paid in full.

Test Results

Appointments are necessary for discussing test results. Results are not given over the phone or email for confidentiality and privacy.

Interpreting Services

Prescriptions

Please note it is a legal obligation for your doctor to review your medical condition prior to supplying a prescription.

Important!

Requests for drugs of dependence and addiction such as opioids and benzodiazepines are not fulfilled, particularly on first visits.

Medical Certificates

An appointment is necessary and provision is at the discretion of your doctor.

Feedback

Improving our service

Are we meeting your needs?

Oak Tree General Practice is committed to providing a high standard of care and meeting the needs of patients. We would appreciate you taking some time to let us know what you think we do well and where we can make improvements.

We value your feedback

What do you like most and what do you like least about our service?

If you have concerns about a particular event please tell us what happened, when and where and the staff members involved.

We want to hear from you

If you have a concern, chances are that you are not alone. Your feedback could make us aware of problems that we don’t know about. So, we want to hear from you.

Let’s talk

Please discuss any concerns or questions you have about your treatment with your treating doctor or practice nurse. In health care, it is especially important that people understand what is happening and feel comfortable about it.

You are welcome to speak to other staff if you have any issues you wish to raise.

Alternatively, use the feedback form by following the link below and send it back to us via email, in person, or by post.

What to expect

If you have a complaint, we will respond to it promptly and sensitively. Feedback information is treated as confidential and managed according to privacy obligations.

You can play an important role in resolving the problem by providing as much relevant information as possible, such as documents and the names of staff you have dealt with.

We investigate complaints thoroughly to know what happened and why, and ways to prevent it happening again.

What we will do

We will work with you to assess the most appropriate way to resolve the problem and the best outcome. We ask you to consider the outcome you would like and we will strive to provide it.

Improving our service

We work together as a team and always find ways to improve to provide the best possible outcomes for all.

Taking it further

The following health care complaints authority provides independent mediation and conciliation for complaints about health care services. If the matter is serious they will refer it to the relevant licensing authority.

Health Consumer’s Council (WA) Inc.

GPO Box C134, Perth WA 6839

P: 08 9221 3422 or 1800 620 780

E: info@hconc.org.au

Health and Disability Services Complaints Office (HADSCO):

GPO Box B61, Perth WA 6838

P: 08 6551 7600 or 1800 813 583

E: mail.@hadsco.wa.gov.au

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