Practice Communication

Our telephones are monitored from Monday to Friday between 8:30 am and 4:30 pm (excluding public holidays).

Outside our regular operating hours, we are unable to take voicemail messages. In the event of a medical emergency, please dial Triple Zero ("000") immediately, or go to the nearest hospital emergency department. If your issue is non-urgent and you wish to be seen by a doctor before we open again, please call our number and stay on the line to be connected to our after-hours service. Alternatively, Redlands Satellite Health Centre offers a minor injury and illness clinic and is open from 8am to 10pm, seven days a week.

How we contact you

We have several methods of communication available, including phone calls, SMS messages, emails and postal letters. If you ever have any doubts about whether a communication is from Redland Bay Surgery, please contact reception and they will investigate the message.

  • If you would like to speak to a doctor directly, the reception staff will check the purpose of your call and determine if the doctor is available. If the doctor is occupied with another patient, the message will be passed on to them. The doctor or another staff member will return your call as soon as possible.

  • We routinely send appointment and health reminders for health matters such as Cervical Screening, Mammograms, and Skin Checks as well as result recalls via SMS message to your mobile phone. We kindly request that you respond to the text as instructed, in order to confirm the appointment.

  • We cannot communicate with you via email without your consent, as we are obliged to safeguard your privacy. Email is not encrypted, making it an unsecure platform to exchange health information.

    Please note that our email account is monitored from 9am to 4pm, Monday to Friday (excluding public holidays).

  • We may send you a letter with appointment information, result recalls, and reminders regarding health matters such as Cervical Screening, Mammograms, and Skin Checks. We kindly ask that you respond to the letter in accordance with the instructions provided.

Updating your Contact Details

Should any method of communication change, such as you move house or change your phone number, please inform reception and they will be able to update this information.

Opting out of Communication

It is important for us to maintain effective communication with our patients. Therefore, we recommend that our patients keep all communication methods available. However, should a patient wish to opt out of any specific communication type, we are able to accommodate their request. Please contact reception to let them know which communication method you would like to opt out of and they will be able to update your preferences.

Telehealth Bulk-Billing Consent

Recent changes to Medicare require us to obtain patient consent for bulk-billing telehealth consultations. To facilitate this, you may receive an SMS, email or push notification on your mobile phone via HotDoc asking you to agree to be bulk-billed for your recent telehealth appointment. If you experience any issues, please contact reception.

Social Media and Website

We routinely update our Facebook page and Practice News section on our website with up-to-date information about the practice. Please review these resources regularly to stay informed of the latest practice procedures and policies.

Please be aware that social media platforms like Facebook and Google are not secure for communicating with our practice. We cannot discuss clinical information through these channels. Please contact reception for assistance with your requests.

Last Updated: 16 Nov 2024