There are a number of policies and systems in place to ensure the smooth operation of our cohealth Medical Practices. The information provided below gives patients of cohealth Medical Practices an overview of our current operational structure and how they can access our Doctors and services. Our accredited medical clinics meet the RACGP 4th Edition Standards.
Our doctors provide a wide range of General Practice services and have special interests including refugee health, Aboriginal and Torres Strait Islander health, family medicine, preventative medicine, women’s health, Veteran’s affairs, TAC and Work Cover, etc. Our medical services are linked with our community health and support services so we can provide a holistic approach to you and your family’s health needs.
Our GP Registrar Training Program
cohealth Medical Practices currently participate in the Royal Australian College of General Practitioners (RACGP) training program. The program, facilitated by Murray City Country Coast GP Training, offers an opportunity for us to post registrars who have applied to undertake training in general practice at our accredited sites. These postings are usually on a 6 month term, although sometimes they may be with us for 12 months if a GP wishes to work part time.
Doctors in cohealth Practices may be contacted during normal practice hours. A message will be taken and you will be advised by our client services officers when it is likely that the Doctor will return your call. Your call will always be put through to the Doctor or Nurse in an emergency, and the calls will be screened by the client services officer who may ask you some questions.
Our practices are committed to preventative care. We may issue you with a reminder from time to time offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please let us know at the front desk. If your Doctor has ordered a test for you it is important that you make an appointment as soon as you have had your test so that your results can be given to you. Please ensure that all of your contact details are up to date as we may need to contact you if your result is abnormal.
We routinely send SMS reminders to your mobile phone to remind you of your appointment – be sure to provide us with your current mobile number so that we can send you an SMS reminder. If you do not want us to send a reminder please advise our friendly client services staff who will make a note on your file.
Management of personal information
Transfer of medical records
If you wish to transfer your health record to another service provider please ask your new provider to send cohealth a transfer application form signed by you. Alternatively, if you would like cohealth to obtain records from another service provider please see reception for a transfer application. Applications for transfer of health records will be processed within 30 days of receiving the request.
cohealth respects the fundamental right of all clients and community members to have an accessible, confidential and constructive avenue for providing feedback about cohealth services and for having these comments or complaints dealt with in a fair and efficient way.
Written complaints or suggestions can be placed in the Feedback Box, located at Reception at each Practice or given to any staff or board member. cohealth also welcomes verbal complaints. Verbal complaints may be about a minor matter that would not in the normal course of events generate a written complaint eg: appearance of the Practices, delays in appointment times. The Quality Team will respond to these, and are also contactable on 9377 7100 if you would like to discuss them directly.
Please feel free to talk to your Doctor or a client services officer if you have a suggestion or complaint. The Practice Manager is also available to speak with you. Please ask a client services officer who will arrange this for you. You may prefer to write to us or use our Feedback Box. We take your concerns, suggestions and complaints very seriously. All complaints are discussed at management level and a response is made in writing.
However, if you wish to take the matter further and feel that you need to discuss the matter outside of the Practice there are several options available including the Medical Registration Board, Australian Medical Association (AMA) or Office of the Health Services Commissioner.
Office of the Health Services Commissioner, Victoria 1300 582 113
Mental Health Complaints Commissioner, 1800 246 054
Commissioner for Privacy and Data Protection, Victoria 1300 666 444
Disability Services Commissioner, Victoria 1800 677 342