Our Mission Statement

Our mission is to provide the highest standard of patient care incorporating a holistic approach toward diagnosis and management of illness. Our practice is committed to promoting wellness care and disease prevention. We do not discriminate in the provision of care and we strive to provide the best care possible to our patients.

Pelican Waters Family Doctors is an Accredited Practice. Pelican Waters Family Doctors is delighted to announce their practice has been awarded accreditation by Australian General Practice Accreditation Limited (AGPAL).


Patient Feedback

Our goal is to provide you with a quality, caring service.

If you have any concerns or suggestions, please phone or write to our Practice Manager, Ms. Karen Clarke, or your doctor. We genuinely wish to hear from you.

From time to time this practice invites patients to complete questionnaires on their views of the practice and how it could be improved. These surveys are treated with confidentiality & will help us with the ongoing improvement of our services.

We believe that problems are best dealt with through the practice. Indeed we want to know if you are concerned about any aspect of our service. However, if you feel there is a problem you wish to take outside, you may prefer to contact the Queensland Government Centre for handling complaints. The address is The Office of the Health Ombudsman, PO Box 13281 George Street, Brisbane, Qld 4003. The telephone number is 133646 or email complaints@oho.qld.gov.au.


Appointments

Pelican Waters Family Doctors runs an appointment system; however we do keep openings for emergencies. You can make an appointment with your doctor by phoning the surgery or via email. Urgent medical problems will be dealt with promptly. Appointments are made at 15 – 20 minute intervals. When making your appointment please advise staff if you need extra time.

Nobody likes to be kept waiting and we are all aware of this and try to adhere to appointment schedules. However, the unpredictable nature of medical practice means that doctors sometimes run behind time. This is mostly due to a patient requiring urgent medical attention. We sincerely regret any inconvenience caused to patients when we fall behind with our appointment schedule.

If you no longer require your appointment, we would appreciate you calling to cancel so the time may be made available to other patients.

Failure to do so, a minimum of 2 hours prior to your appointment, may incur a fee of $50.00 which is not claimable on Medicare.


Home Visits

If you are too sick to attend the surgery and you are a regular patient, a home visit can be arranged by notifying our reception staff. We also provide care for nursing home and hostel residents as well as hospital patients. Please inform staff at the surgery before 9.30am if possible.


After Hours Services

Should you require medical attention after hours please telephone 137 425 for further information. Our after-hours medical services are held in conjunction with Family Care Medical Services who are a fully accredited service.


Phoning your Doctor

Doctors in this practice may be contacted by phone during surgery hours. A message will be taken if the doctor is with another patient and your call will be returned when the doctor is available.


Repeat Prescriptions and Referrals

Repeat Prescriptions/Scripts may be requested if you’ve visited within 3 months and may incur a fee.


Disability Facilities

This practice is designed for wheelchair access. We have a wheelchair available if required. Should you have special needs please discuss them with your doctor.


Fees

We charge $75.00 for a standard consultation, a higher fee will be charged for a long or prolonged consultation. However if you hold a current Pension or Health Care Card ( Card Holders must present card at each visit) you will be bulk billed. This also applies to children 15 years and under.


Reminder System

We have in place a computerised recall and reminder system. You will be reminded to attend the surgery for an appointment if your doctor feels that it is appropriate.


Children and Babies

Please ask our reception staff for baby change facilities.


Taxis

Please do not hesitate to ask our reception team to order a taxi to and/or from the surgery should you require one. We also have a large car park which incorporates an ambulance bay, patient parking and cycle parking.


Information Brochures

We have a large selection of brochures and leaflets for your perusal. There is a brochure stand in both the front and back waiting areas. If you cannot find the relevant information, please ask our staff and they will find or order in what you require.


Your Privacy, Our Concern

In line with the Australian Privacy Principles – “your medical record is a confidential document”. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We use the information you provide to manage your personal health care. We generally disclose selected information to various other health services involved in supporting your health care management (e.g. pathology & x-ray). If you have any questions about how we handle your personal health information or need to arrange access to your records, please ask the Practice Manager or your doctor.