Practice Information

Aboriginal and Torres Strait Islander flags

Indigenous Acknowledgement

Northlakes Doctors acknowledges Aboriginal and Torres Strait Islanders as the first people of Australia and we pay our respects to the traditional custodians on whose land we walk, we work and we live.  We pay our respects to Elders past, present and emerging leaders.

Zero tolerance. Physical or verbal abuse towards our staff will not be tolerated

Staff Policy

Your patience is appreciated.  Our staff have a very difficult task juggling the needs of doctors, patients and ringing phones. 

As employers we value our staff and are obliged to provide a safe workplace.  Patients who verbally abuse or threaten our staff will be asked to leave the practice and seek their care elsewhere.

Feedback and complaints

We constantly strive to provide our patients with the best possible care an attention.

If you wish to provide feedback or are unhappy with the service provided to you, please contact our Practice Manager via email

All complaints will be responded to promptly by our Practice Manager.

You may prefer to contact the Queensland Government centre for handling complaints.  The address is:
Office of the Health Ombudsman
GPO Box 13281
PH: 133 646

Communication Policy

As privacy and confidentially may be compromised using email, we will only communicate using this method in exceptional circumstances. Patients are encouraged to provide and receive sensitive health information in a face-to-face setting with their GP.

If required the practice will obtain consent from the patient before, sending health information by email to the patient.  We will confirm the patient’s email address and other identifiers, unless the patient has already initiated electronic communication with the practice

Short Message Service (SMS), is only used as a means of electronic communication for appointment reminders

Patient information is only faxed to fulfill a treatment, payment or healthcare operations obligation or a specifically authorized request. To protect patient privacy our fax machine is not located in a public area

Interruptions during the course of a consultation can be very distracting for both Doctor and Patient so the reception staff will not put your call through.

If it is an emergency, please call the ambulance on 000 otherwise our reception staff will message your doctor or alternatively book an appointment either face to face or via the telephone (if you have seen your doctor face to face in the last 12 months)

Recalls and Reminders

recall or follow up occurs when your doctor needs to provide advice about possible need for treatment and / or further investigations within a specific time period, so our reception staff will contact you either by telephone, SMS or letter to arrange a follow up appointment.  For example;

  • Clinically significant test result received
  • After significant referral/s
  • After diagnosis of a significant condition

A reminder is a prompt to a patient to make an appointment for a preventative health activity;

  • Cervical screen
  • Bone Mineral Density
  • Annual bloods

In this instance you may receive either an SMS or letter.

Managing Patient Health Information

Any data and information collected is held, used and disclosed in accordance with the Privacy Act 1988.  If you require further information on our policy please contact our Practice Manager