About Us
At Ashgrove Family Practice you will feel that you and your family have been well cared for, as we focus on prevention in order to achieve and maintain optimum health.
We are conveniently located close to Red Hill, Paddington, Bardon, The Gap, Enoggera, Newmarket and Alderley.
Practice Hours
Finding Us
Ashgrove Family Practice is conveniently located in Highpoint Plaza off Waterworks Road in Ashgrove. Parking is available on the ground level for patients and visitors.
Appointments
If you would like to schedule an appointment, please contact us on (07) 3366 4663 or you can make a quick and easy appointment through our website. Simply click on the "Book Now" tab.
A standard appointment is 15 minutes. If you think you might need a longer appointment, speak with a member of our reception team before you book your appointment. Telehealth appointments are also available and can be booked via phone or via the "Book Now" tab.
Where possible, we will always try to ensure that we can find a suitable appointment time with your preferred doctor. Appointments are held aside for urgent consultations and sick children. We are always happy to accommodate walk-ins where possible.
Saturdays are reserved for patients who require assistance with acute medical conditions or emergency appointments. If you need to see your doctor for a routine appointment, it is preferable that this is scheduled for a weekday to ensure our doctors are available to assist those in need of urgent medical attention.
Our Team
Taking care of you and your family is our main priority. We are well equipped to help with all your ongoing health requirements, whether your needs are long term continuity of care or short term illness.
Ashgrove Family Practice has a team of highly trained and experienced staff members who are committed to ensuring that you receive the best possible medical care.
We love to receive feedback on our performance and on how we could do things to better assist our patients. Please ask our friendly receptionists for a feedback form.
Cancellations
Due to a high demand of appointments at Ashgrove Family Practice, we have a cancellation policy in place. If you are unable to attend your appointment for any reason, we ask that you contact the practice a minimum of two hours before your appointment time and preferably 24 hours prior. Missed appointments may deprive another patient of an appointment.
A fee of $50.00 is charged for missed appointments, or appointments cancelled within 2 hours of the scheduled time.
Your Personal Information
All new patients are asked to complete a registration form prior to your consultation. To ensure optimal patient care, we request that you inform us of your cultural background. For existing patients, if there have been any changes to your personal information such as change of contact or Medicare details, address or emergency contact, please bring this to the attention of our reception staff on your next visit or call our friendly receptionists.
We are committed to maintaining the confidentiality of your health records, and have protocols in place to safeguard your privacy. All information and medical records are strictly confidential and will not be shared with any third parties without your consent. For more information, please review our Privacy Policy.
We love to receive feedback on our performance and on how we could do things to better assist our patients. Please ask our friendly receptionists for a feedback form.
Waiting Times
We aim to be as punctual as possible. Due to medical emergencies which may arise, delays in scheduled appointments may occasionally occur. In such cases, emergencies will be given priority. We regret any inconvenience caused due to these delays. Please feel free to contact us to confirm if your doctor is running on time prior to your arrival. Please let us know if you no longer require your appointment. We are always happy to help, so do let us know if you require assistance.
After Hours Arrangements
Hello Home Doctor provides services to our patients during after-hours when we are closed. Please call 134 100 to book an after-hours appointment.
If you have an emergency, please call 000.
Home Visits
Home visits and nursing home visits are available within reasonable distance, at the discretion of the treating doctor. They are available to regular patients whose condition prevents them from attending the practice. Please contact our friendly reception team to enquire about this service.
Results and Reminders
Our staff will contact you to arrange a follow-up appointment should your doctor deem this necessary. If the results are marked as no-action by the doctor, the practice will not contact you. If you need a copy of your result, we are able to print it out for you at the reception desk.
Results requiring follow-up cannot be given over the phone by staff members. You will be advised that a follow-up consultation for results is to be scheduled with your doctor. The practice fee policy applies for all follow-up appointments. This is to ensure that clinical care for our patients is not compromised.
We have a reminder system in place for cervical screening, immunisations, care plan review, health assessments and other miscellaneous services. We also participate in national, state and territory reminder systems. Please advise us if you do not wish to participate in any of these recall and reminder systems, or talk to your doctor for more information.
Repeat Prescriptions, Certificates or Referrals
In order to monitor your health and fulfil our ethical and legal responsibilities, we require you to attend an appointment with your regular doctor (or if your usual doctor is not available, one of our other doctors) in order to receive a repeat prescription, medical certificate or referral letter.
As the doctors are committed to your care, it is necessary for patients to make appointments in order to have prescriptions written, irrespective of whether the prescription is part of an ongoing or life long treatment. The individual doctor will determine the fee to be charged for prescription request appointments. Please feel free to discuss this policy with your doctor if you have any concerns.
Telephone Calls
You can contact the practice by calling us during surgery hours. Our staff are unable to give clinical information, including results, over the phone. All calls are made and received strictly within surgery hours. All calls are answered by either the reception or nursing team from the reception desk.
Telephone calls from patients will not be put through to our doctors. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing your doctor, our nurse may be able to assist, however should this query not be resolved you will need to arrange a subsequent consultation with your doctor.
Should a general message be conveyed from reception to a doctor on your behalf that is requiring a response, please allow up to 3 business days for a response. If you have an urgent medical problem that is life threatening or serious, you will be provided advice from our nurse. All other issues will be triaged accordingly by our reception or nursing teams.
Electronic Communicatons
Electronic mail is monitored throughout practice hours, however, patients are encouraged to call rather than email. Bookings can only be made online or by telephone. For privacy purposes we are unable to send or receive private and confidential information, such as patient records, via email. Please be aware all communication from patients, to patients, or about patients become part of a patient’s health record, in addition to any actions taken in response to the message.
Interpreter Service
Regardless of your preferred language, we can help you to arrange an interpreter through TIS to assist with any language barriers during your consultation. We are also able to arrange an interpreter through NABS, National Auslan Interpreter Service, for our deaf patients.
Your Rights
If you have a problem with our service, we would like to hear about it. Please feel free to talk to your doctor or the receptionist. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously.
We believe problems are best dealt with through the practice. However, if you wish to take the matter further, or feel that you need to discuss the matter outside of the surgery, please contact the Office of the Health Ombudsman on 133 646 or visit their website to find out more.
Transfer of Health Records
Upon receipt of a formal request to transfer your file to another practice, we will prepare and send a concise health summary along with any copies of results and relevant documents.