Policy and Procedure Practice Manual

Our practice

The following template policies and procedures are based on the requirements of the

RACGP Standards for General Practices (4th Edition)

TABLE OF CONTENTS

1 INTRODUCTION.................................................................................................................12 OUR PRACTICE..................................................................................................................22.1 Mission statement..............................................................................................................22.2 Practice details..................................................................................................................22.3 Opening hours...................................................................................................................22.4 Practice background..........................................................................................................32.5 Practice staff......................................................................................................................4

2.5.1 Medical..........................................................................................................................42.5.2 Nursing staff..................................................................................................................42.5.3 Allied health...................................................................................................................42.5.4 Aboriginal and Torres Strait Islander health practitioners.............................................42.5.5 Non-medical..................................................................................................................4

2.6 Practice structure chart......................................................................................................52.7 Staff contact details...........................................................................................................63 PRACTICE CONTACTS......................................................................................................73.1 Business and service provider contacts............................................................................73.2 Professional organisation contacts....................................................................................83.3 Western Australian tertiary hospitals.................................................................................93.4 Other metropolitan Perth hospitals – public.......................................................................103.5 Other metropolitan Perth hospitals – private.....................................................................103.6 Hospitals – local.................................................................................................................103.7 Advocacy and complaints..................................................................................................113.8 Aged care and chronic illness............................................................................................113.9 Child and youth health services.........................................................................................123.10 Culturally and linguistically diverse services......................................................................123.11 Drug and alcohol addiction................................................................................................123.12 Indigenous health services................................................................................................133.13 Palliative care....................................................................................................................133.14 Transport...........................................................................................................................133.15 Mental health and counselling...........................................................................................143.16 Emergency contacts..........................................................................................................153.17 Speed dial numbers...........................................................................................................154 PRACTICE CONSULTATION FEES...................................................................................16

1 INTRODUCTION

Welcome to <name of practice>.We have tailored this document to accurately reflect our practice’s specific policies and procedures based on our structure, patient demographics, other local medical services available and current best practice standards.

The <name of practice> Policy and Procedure Practice Manual applies to all <name of practice> employees and contractors and will be reviewed regularly.

A hard copy of the <name of practice> Policy and Procedure Practice Manual is available for all our team members in the <location(s) of hard copy policies and procedures>.

An electronic (.pdf) copy of the <name of practice> Policy and Procedure Manual is available for all our team members in <file path of policies and procedures>.

All team members of this practice will actively utilise this manual for the following: a comprehensive guide to practice policy and procedures staff training including new and locum medical staff and registrars procedure clarification and outline of practice expectations establishing and maintaining consistent service provision in general practice review and quality improvement

It is expected that the practice team will be involved in regular training against the policies and procedures. When there is an update or a new policy or procedure, staff will be included in a communication strategy to ensure all team members’ awareness and compliance.

Information contained in this manual is current at November 2014

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2 OUR PRACTICE

1

2

2.1 Mission statementOur mission is to provide the highest standard of patient care incorporating a holistic approach toward diagnosis and management of illness.

This practice is committed to promoting health, wellbeing and disease prevention to all patients. We do not discriminate in the provision of excellent care and aim to treat all patients with due respect.

2.2 Practice detailsName of practice

Address

Phone number

Fax number

Email address

Website

2.3 Opening hoursAppointments are available generally between the hours of:

Morning session Afternoon session After hours/evening session

Monday 8.30-12.00 2.00-5.00 6.00-8.00Tuesday 8.30-12.00 2.00-5.00

Wednesday 8.30-12.00 2.00-5.00

Thursday 8.30-12.00 2.00-5.00 6.00-8.00Friday 8.30-12.00 2.00-5.00

Saturday 8.30-12.00Sunday 8.30-12.00

*example only

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2.4 Practice background<<Details of practice background>>

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2.5 Practice staff2.5.1 MedicalPrincipal

General practitioners

General practitioner registrar

2.5.2 Nursing staffRegistered or enrolled

2.5.3 Allied healthField of practise

2.5.4 Aboriginal and Torres Strait Islander health practitioners

2.5.5 Non-medicalPractice manager

Administrative support

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PRACTICE NAME

PRINCIPAL(S)

ASSOCIATE(S)

PRACTICE MANAGER

PRINCIPAL(S)

ASSOCIATE(S)

REGISTERED NURSE ENROLLED NURSE

ALLIED HEALTH HEALTH WORKERS

ADMINISTRATIVEMEDICAL RECEPTION

2.6 Practice structure chartThe following chart represents the structure of this practice.

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2.7 Staff contact detailsStaff member Home phone Mobile number

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3 PRACTICE CONTACTS

3

3.1 Business and service provider contacts Service provider Name Phone Email

Accountant

After hours service

Air conditioning

Autoclave servicing

Autoclave validation

Bank

Bookkeeper

Brochure service

Cleaner

Clinical waste disposal

Computer hardware

Computer software

Contents insurance

Destruction of medical records

Electrical maintenance

Fire extinguisher maintenance

Internet provider

IT support

Landline telephone

Medical supplies

Off-site sterilisation

Pest control

Plumbing and gas

Police (non-urgent)

Printing

Public liability insurance

Security patrol and alarm monitoring

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Sharps disposal

Stationery supplier

Telephone equipment

Vaccine ordering and information

Workcover insurance 1300 794 744

3.2 Professional organisation contactsOrganisation Phone

Australian General Practice Accreditation Limited (AGPAL) National Office

1300 362 111

Australian Medical Association, Western Australia 9273 3000

Australian Association of Practice Managers (AAPM), National Office 1800 196 000

Australian Commission for Safety and Quality in Health Care 02 9126 3600

Australian Health Practitioner Regulation Authority (AHPRA) 1300 419 495

Authority Scripts Approval 1800 888 333

Avant 1800 128 268

BreastScreen WA 9323 6700

Central Immunisation Clinic, Western Australian Department of Health 9321 1312

Communicable Disease Control Directorate, Western Australian Department of Health

Kimberley regional immunisation coordinator Midwest regional immunisation coordinator Carnarvon regional immunisation coordinator Wheatbelt regional immunisation coordinator Pilbara regional immunisation coordinator Goldfields regional immunisation coordinator South West regional immunisation coordinator Great Southern regional immunisation coordinator

9388 4999

9194 16439956 19649941 05199622 43209158 92079080 82009781 23559842 7500

Department of Veterans’ AffairsRegional callers

13 32541800 555 254

Drug and Alcohol Office of Western Australia 9370 0333

DVA Authority Scripts Approval 1800 552 580

Equal Opportunity Commission Western Australia 9216 3900

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Fair Work Ombudsman www.fairwork.gov.au

Family Birth Centre, King Edward Memorial Hospital, Subiaco 9340 1100

Quality Practice Accreditation 1800 188 088

Health and Disability Services Complaints Office 1800 813 583

Health Direct/National After Hours GP Helpline 1800 022 222

Health Information Service for Women, Subiaco 9340 1100

Immunise Australia Program 1800 671 811

MDA National 1800 011 255

Medicare Benefits Schedule 132 150

Medicare Provider Liaison Western Australia 1300 302 122

Mental Health Commission Western Australia 6272 1200

MIGA 1800 777 156

MIPS 1800 061 113

National Health and Medical Research Council 1300 064 672

NPS Medicine Wise - medicines line 1300 633 424

Nursing Australia 131 095

Office of the Australian Information Commissioner 1300 363 992

PathWest 9346 3000

Practice Assist 1800 2 277 478

Royal Australian College of General Practitioners (RACGP) national office

03 8699 0414

RACGP Western Australia 9489 9555

Rural Health West 6389 4500

Therapeutic Goods Administration - report an adverse event 1800 044 114

WA Primary Health Alliance (WAPHA)Representing the three Primary Health Networks for Western Australia (Perth North Metro PHN, Perth South Metro PHN, Country WA PHN)

6272 4900

Western Australian Cervical Cancer Prevention Program (WACCPP) 13 15 56

Wageline 1300 655 266

WorkSafe 1300 307 877

3.3 Western Australian tertiary hospitalsHospital Phone

Fiona Stanley Hospital 6152 2222

Fremantle Hospital 9431 333

King Edward Memorial Hospital for Women / Women and Newborn Health Service

9340 2222

Princess Margaret Hospital for Children 9340 8222

Royal Perth Hospital (Wellington Street and Shenton Park Campus) 9224 2244

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Sir Charles Gairdner Hospital, Queen Elizabeth II Medical Centre 9346 3333

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3.4 Other metropolitan Perth hospitals – publicHospital Phone

Armadale Kelmscott General Hospital 9391 2000

Bentley Health Service 9334 3666

Graylands Hospital Campus 9347 6600

Joondalup Health Campus 9400 9400

Kalamunda Hospital Campus 9257 8100

Osborne Park Hospital 9346 8000

Peel Health Campus 9531 8000

Rockingham General Hospital 9599 4000

Swan District Hospital Campus 9347 5244

3.5 Other metropolitan Perth hospitals – privateHospital Phone

Bethesda Hospital, Claremont 9340 6300

Glengarry Private Hospital, Duncraig 9447 0111

Hollywood Private Hospital, Nedlands 9346 6000

Joondalup Health Campus (public and private in one campus) 9400 9400

Mercy Hospital, Mount Lawley 9370 9788

Mount Hospital, Perth 9327 1100

Peel Health Campus (public and private in one campus) 9531 8000

South Perth Private Hospital 9367 0222

St John of God Health Care – Murdoch 9366 1111

St John of God Health Care – Subiaco 9382 6111

3.6 Hospitals – local Hospital Phone

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3.7 Advocacy and complaintsOrganisation Website

Disability Advocacy Agencies, Western Australiawww.dss.gov.au/our-responsibilities/disability-and-carers/program-services/for-people-with-disability/national-disability-advocacy-program/models-of-disability-advocacy/national-disability-advocacy-agencies-funded-by-the-commonwealth-by-state-or-territory/disability-6

Equal Opportunity Commission, Western Australiawww.eoc.wa.gov.au/Index.aspx

National Aged Care Complaints Scheme, Australian Government Department of Healthwww.agedcarecomplaints.govspace.gov.au

1800 RESPECT – 1800 737 732National Sexual Assault, Domestic Family Violence Counselling Servicewww.1800respect.org.au

3.8 Aged care and chronic illnessOrganisation Phone

Commonwealth Carelinkhttp://www9.health.gov.au/ccsd/usr_general/find_centre_02.cfm?section=centre&state=8

1800 052 222

Diabetes WAwww.diabeteswa.com.au

1300 136 588

Family and Community Health Services – Rural Western Australiawww.health.wa.gov.au/services/category.cfm?Topic_ID=6#Community%20and%20Child%20Health%20Services%20-%20Country

Local numbers available from website

Home and Community Care Program (HACC)www.health.wa.gov.au/hacc/home

1800 200 422

National Dementia Hotlinewww.fightdementia.org.au/Western-Australia.aspx

1800 100 500

Older Adult Mental Health Services (OAMHS), North Metropolitan Health Service www.nmahsmh.health.wa.gov.au/services/oamhs.cfm

Call for referral advise

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3.9 Child and youth health servicesOrganisation Phone

Child and Adolescent Mental Health Services, Princess Margaret Hospitalwww.health.wa.gov.au/services/detail.cfm?Unit_ID=370

9430 8373

Child Development Service (CDS)www.health.wa.gov.au/services/detail.cfm?Unit_ID=170

9426 9444

Child Health Centreswww.health.wa.gov.au/services/category.cfm?Topic_ID=6

Local numbers available from website

Child Support Agency, Department of Human Serviceswww.humanservices.gov.au/customer/themes/child-support-and-separated-parents

13 11 07

Department for Child Protection and Family Supportwww.dcp.wa.gov.au/Pages/Home.aspx

1800 622 258

Kids Help Linewww.kidshelpline.com.au

1800 55 18 00

3.10 Culturally and linguistically diverse servicesOrganisation Phone

Multicultural centre for women’s healthhttp://www.mcwh.com.au/multilingual-library-index.php

03 9418 0999

Translating and Interpreting ServiceImmediate telephone interpretingPhone interpreter bookings

131 4501300 655 081

Translating and Interpreting Service: Doctors Priority Line 1300 131 450

3.11 Drug and alcohol addictionOrganisation Phone

Alcohol and Drug Information Service 24 hour hotlineCountry free call

9442 5001800 198 024

Parent Drug Information ServiceCountry free call

9442 50501800 653 203

Alcoholics Anonymous – phone helpline – will be directed to local centrePerth

1300 22 22 229325 3566

Cannabis Intervention Session 1800 722 362

Quitlinewww.quitnow.gov.au/

13 78 48

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3.12 Indigenous health servicesOrganisation

Aboriginal Health Serviceswww.health.wa.gov.au/services/category.cfm?Topic_ID=10

Australian Indigenous Health InfoNetwww.healthinfonet.ecu.edu.au/

Aboriginal Health Council of Western Australiawww.ahcwa.org/

3.13 Palliative careOrganisation Phone

Palliative Care WA Incwww.palliativecarewa.asn.au

1300 551 704

WA Cancer and Palliative Care Networkwww.healthnetworks.health.wa.gov.au/cancer/home

Silver Chain Palliative Carewww.silverchain.org.au/wa/health-care/palliative-care-hospice-care-service

1300 650 803

Cancer Council of Western Australia, Palliative Carewww.cancerwa.asn.au/patients/coping-with-cancer/advanced-cancer/palliative-care

13 11 20

3.14 TransportOrganisation Phone

Patient Assisted Travel Scheme (PATS)www.ruralhealthaustralia.gov.au/internet/rha/publishing.nsf/Content/Patient_Assisted_Travel_Schemeswww.wacountry.health.wa.gov.au/index.php?id=668

Regional contacts available on website

Home and Community Care Program (HACC)www.health.wa.gov.au/hacc/home

1800 200 422

Silver Chain WAwww.silverchain.org.au/wa/health-care/transport

1300 650 803

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3.15 Mental health and counsellingOrganisation Phone

Beyond Bluewww.beyondblue.org.au

1300 224 636

Crisis Care Helpline 1800 199 008

eheadspacewww.eheadspace.org.au

1800 650 890

Healthdirect Australiawww.healthdirect.gov.au

1800 022 222

Kid’s Help Linewww.kidshelpline.com.au

1800 55 18 00

Lifeline Australiawww.lifeline.org.au

13 11 14

Men’s Line Australiawww.mensline.org.au

1300 78 99 78

Mental Health Commissionwww.mentalhealth.wa.gov.au

Mental Health Emergency Response LineMetroPeel

1300 555 7881800 676 822

Reachoutwww.reachout.com

Rurallinkwww.mentalhealth.wa.gov.au

1800 552 002

Suicide Call Back Servicewww.suicidecallbackservice.org.au

1300 659 467

The SamaritansCarelineFreecallYouthlineAlbany callers

9381 55551800 198 3139388 25009842 2776

The Shed-Onlinewww.theshedonline.org.au

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3.16 Emergency contactsOrganisation Contact Details

Ambulance 000

Electricity emergencies, Western Power 13 13 51

Electricity emergencies, Horizon Power 13 23 51

Fire brigade 000

Gas emergencies, ATCO Gas Australia 13 13 52

Poisons Information Centre, National Information(call 000 if the victim has collapsed or stopped breathing)

13 11 26

Police – emergency 000

Police – non-urgent police enquiry 13 14 44

Police – local stationsTo be directed to your nearest local police station

13 14 44

Main Roads Western Australia – faults 13 81 38

Sewerage – See Water Corporation

State Emergency Service – emergency 13 25 00

Telstra repairs and faults 13 22 03

Water Corporation – emergency 13 13 75

3.17 Speed dial numbersOrganisation Number Organisation Number

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4 PRACTICE CONSULTATION FEES

An up-to-date copy of our schedule of fees is located in the waiting room and is included in our Practice Information for Patients

Item number Description Private Schedule Concession Third party

Item 3 $ $ $ $

Item 23 $ $ $ $

Item 36 $ $ $ $

Item 44 $ $ $ $

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