BOOK AN APPOINTMENT

Patient Information & Policies

 At Montier Health Benowa, we strive to provide quality care for all. We believe every patient should feel informed, respected and supported throughout their healthcare journey. This page provides important information about our services, policies and your rights and responsibilities as a patient, helping you understand what to expect when accessing care at our practice. Click on each tab to read more about our engagements.

Patient's care & communication

We aim to communicate with you clearly, respectfully and in a way that suits your needs.

  • Please let us now your preferred contact method and keep your contact details up to date with reception

  • We may contact you by phone, SMS or email regarding appointments, results that require follow-up, recalls and reminders

  • Urgent results are communicated by phone as soon as possible

We will always seek your informed consent before undertaking any examination, procedure, or treatment. This means you will be given clear information about what is involved, why it is recommended, and what alternatives exist, so you can make a free and voluntary decision.

  • You have the right to ask questions and take time to decide
  • You may withdraw consent at any time
  • Consent may be verbal, written or implied depending on the nature of the care

You have the right to access the health information we hold about you.

  • Complete a records request form at reception or online via this link.
  • We will respond to your request within 30 days; a reasonable fee may apply, and we will advise you beforehand.
  • In some circumstances, the law may allow us to withhold information to protect someone’s safety or privacy.
  • You can request corrections if you believe your information is inaccurate or out of date, and we can transfer your records to another practice with your written consent.

 

Test results & recalls

We have a system for following up results, and we ask you to play your part.

  • Your practitioner will explain when and how you will receive your results and whether follow-up is required
  • Most results are discussed during a consultation; reception staff cannot interpret results
  • We do not provide results by SMS or email
  • If a result requires action, we will contact you using the details we have as part of our recall system. If you have not heard from us within 5 days, please contact us. Results and contact attempts are documented in your health record

 

MyHealthRecord

My Health Record is a secure digital record of your key health information, managed by the Australian Government.

  • Our practice participates in My Health Record and may upload information such as health summaries, prescriptions, referrals and test results
  • Sharing this information helps other treating practitioners access relevant information and provide safer, more informed care, including in emergencies
  • You can ask your practitioner not to upload a particular document or to review it before uploading
  • You control who can access your My Health Record, and our team only accesses it when relevant to your care. More information is available at myhealthrecord.gov.au

If something goes wrong with your care, you can expect us to tell you.

  • We are committed to open disclosure in line with the Australian Open Disclosure Framework

  • If an incident occurs that affects your care, we will tell you what happened, acknowledge the impact on you and will explain what steps are being taken to find out why it happened and what we will change to reduce the chance of it happening again

  • You are welcome to bring a support person to any discussion, and you have the right to ask questions at any stage

  • Raising a concern about your care will never affect the treatment you receive from us

  • Open disclosure if separate from making a complaint – you can do either, or both

Telehealth allows you to consult your practitioner by video or phone where this is clinically appropriate.

  • Your practitioner will decide with you whether telehealth is suitable

  • Appointments are conducted via secure, approved video or telephone platforms

  • Your privacy and confidentially apply equally to telehealth consultations

  • Medicare rebates may apply – please check with reception when booking

  • Telehealth is not suitable for emergencies, If your situation is urgent, dial 000

Our practice provides information about care outside our opening hours, so you always know where to turn.

  • In an emergency, always dial 000

  • Our opening hours are 8 AM to 4.45 PM

  • Outside these hours contact the National Home Doctor Service on 137 425 (13 SICK)

  • Where you are seen by an after-hours service, we ask that a record of your visit be provided to use so your regular practitioner can follow up

Practice Information & Fees

We will always tell you what a consultation or service will cost before you receive it, so you can make an informed decision about your care.

  • Payment is due at the time of your appointment. We accept debit cards, credit cards, American Express and cash

  • Where a Medicare rebate applies, we can process your rebate at the time of payment if your bank details are registered with Medicare

  • Please note that some services do not attract a Medicare rebate

  • Please bring your Medicare card, and your concession (pension or DVA) card, it you have one, to every appointment

  • If cost is a barrier to you receiving care, please speak with our Practice Manager in confidence

Appointment times are in high demand. Letting us know early when you cannot attend allows another patient to be seen.

  • Please cancel or reschedule at least 24 hours before your appointment by calling our reception or via the online booking system

  • Appointments that are missed without notice, or cancelled at very short notice may attract a cancellation fee

  • We understand that circumstances change unexpectedly. If something has prevented you attending, please tell us – fees are applied at the discretion of the Practice Manager

  • Repeated non-attendance may affect your ability to book future appointments

We support the rights described in the Australian Charter of Healthcare Rights for our patients, and we ask that patients help us provide safe care for everyone.

Your rights:

  • To receive safe, respectful care from appropriately qualified practitioners

  • To be given clear information about your condition, options and costs so you can make informed decisions

  • To ask questions, seek a second opinion, or decline any examination, treatment or procedure

  • To have your privacy and dignity respected, and to have a support person present if you wish

  • To provide feedback or make a complaint without it affecting your care

Your responsibilities:

  • To provide accurate and complete information about your health, medications and history

  • To arrive on time for appointments and to let us know as early as possible if you cannot attend

  • To treat our team and other patients with courtesy and respect. We do not accept aggressive, threatening or discriminatory behaviour

  • To tell us if you do not understand something, or if your circumstances change

We welcome all feedback. Complaints, compliments and suggestions help us continuously improve. If you have a concern, we encourage you to raise it with us directly in the first instance.

  • Complaints, suggestions and compliments can be given to any member or our team or directed to the Practice Manager

  • You can also contact us by calling (07) 5619 7000

  • We are welcome to have a support person, advocate or interpreter assist you

  • Making a complaint will not affect your care in any way

  • If we cannot resolve your concern, or you would prefer to raise it externally, you may contact the Office of the Health Ombudsman, Queensland’s independent health complaints body on 13 40 50 or at oho.qld.gov.au

  • Concerns raised about a registered health practitioner can be raised with the Australian Health Practitioner Regulation Agency (AHPRA) on 1300 419 495

  • Privacy concerns can be raised with the Office of the Australian Information Commissioner on 1300 363 992

Accessibility & Inclusion

We are committed to ensuring all patients can access our services comfortably and with dignity, regardless of mobility, sensory or other access needs.

  • Step-free entry, accessible parking and accessible toilet facilities are available

  • Wheelchair access is available throughout consulting and waiting areas

  • Assistance animals are welcome

  • If attending in person is difficult, please ask about our telehealth options

  • If any aspect of attending the practice presents a barrier for you, please speak with our reception team so we can make reasonable adjustments

We are committed to ensuring all patients can communicate effectively with their healthcare team, regardless of their primary language or communication needs.

  • Free interpreter services are available through the Translating and Interpreting Service (TIS National) – phone 131 450

  • Please advise reception when booking if you require an interpreter or have communication support needs

  • We can also arrange assistance for patients who are deaf or have hearing difficulties

  • Where possible we will book a longer appointment when an interpreter is being used

  • We encourage the use of professional interpreters rather than family members, particularly for sensitive matters or consent discussions

Montier Health acknowledges the Traditional Custodians of the lands on which our practices stand, and their continuing connection to land, waters and community. We pay our respects to Elders past, present, and emerging.

We are committed to providing culturally safe and respectful care to Aboriginal and Torres Strait Islander peoples.

Privacy & Technology

We are committed to protecting your personal and health information. Your privacy is respected at every point of contact with our practice.

  • Your health information is collected to provide you with safe, high-quality care and is stored securely
  • We only share your information with your consent, or where we are required or permitted to do so by law
  • Access to your record is limited to members of your healthcare team and staff who need it to perform their role
  • Our team members are bound by confidentiality obligations as a condition of their employment or engagement
  • We handle your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
  • You can ask to access your record or have it corrected at any time
  • Our full Privacy Policy explains how we collect, use, store and disclose your information, including any storage outside Australia and how we would respond to a data breach. Our Privacy Policy is available here and in hard copy at reception

We use approved artificial intelligence (AI) tools in limited ways to support our team. Your privacy and the clinical judgement of your treating practitioner always comes first.

  • AI tools may be used to assist with tasks such as taking notes during a consultation or drafting administrative correspondence
  • All clinical decisions are made by your treating practitioner – AI is never used to diagnose you or decide your treatment
  • Your practitioner will let you know if an AI scribe is to be used during your consultation, and you may decline at any time without affecting your care
  • Any information handled by these tools is managed in line with our Privacy Policy and the Privacy Act 1988 (Cth)

We use social media to share general health information and practice updates. It is not a channel for clinical care or personal health matters.

  • We cannot provide medical advice, test results, prescriptions or appointment changes through social media. Please phone reception or use our online booking system
  • We are unable to publish patient testimonials or reviews, and may need to remove comments of this kind, as required under national health practitioner law
  • We may also remove content that identifies a patient or staff member, or that is offensive, misleading or unlawful

Should you have any query regarding these policies, or need any assistance accessing your information, don’t hesitate to contact our friendly team by calling (07) 5619 7000.