Patient Information
Appointments
How do I book an appointment?
Please call (08) 7228 5818 during business hours to make an appointment or book online 24/7 via AutoMedSystems.
Consulation Times
Consultation Times
- Standard consultations: 15 minutes
- New patient appointments: 30 minutes
Longer consultations available for mental health, multiple issues, and procedures
Please speak with reception staff to ensure we allocate appropriate time for your needs.
We prioritise urgent medical conditions and strive to see unwell children the same day. Please advise reception if your health issue is urgent.
Special Services
Please advise reception when booking if you require:
- Interpreter services
- National Relay Service (hearing impairment)
48 hours notice is appreciated for in-person translation services.
Cancellations
If unable to attend, please cancel via telephone, SMS reply, or AMSConnect App as soon as possible. Non-attendance without notice incurs a fee.
We require two hour cancelation notice for GP appointment and 48 hour notice for specialist or peadiatrician appointment.
For your Telehealth Consultation
How will my Teleheath be billed?
All Telehealth consultations will be billed according to our standard billing schedule and policy.
Please note Medicare rebates are not available to patients that have not visited the practice in the last 12 months.
Please also note that for all telehealth and video consults the patient must be present at the time of the consult to be eligible to receive a Medicare rebate.
To confirm your appointment you will be required to enter you card details. These details are stored securely and will only be debited according to the scheduled fee, if applicable, once the consultation has been completed. Please note that a surcharge of 1.65% applies to card payments.
How will I recieve my referral or scripts in a Telehealth appointment?
Prescriptions can be sent to you using eScript – where a QR code is sent via SMS to your mobile phone, or to your email account.
Referrals will also be sent out via email
New Patients
New Patient Registration Forms
Before your appointment, please make sure you have filed out the online new patient registration forms – if you are unable to access them online please speak with our reception staff for a paper copy. Our policy is that your first visit to Pear Tree Family Practice is a long (30 minute) appointment. This allows us to carefully review your medical history, address your health needs and ensure comprehensive ongoing care.
If you would like your medical records transferred to us from your previous practice please complete a Transfer of Medical Records which is available from our receptionists. We will then contact your previous health care provider to arrange transfer of your medical records.
Transferring Medical Records
If you would like your medical records transferred to us from your previous practice please complete a Transfer of Medical Records which is available from our receptionists. We will then contact your previous health care provider to arrange transfer of your medical records.
Medical Certificates
How do I get a medical certifcate?
All medical certificates require a consultation with your doctor to ensure appropriate, current treatment.
This can be done face to face or via telehealth phone calls.
Prescriptions and Referrals
Do I need an appointment to get a script?
We have two options now to request a script.
- Face to face
- Telehealth (Phone/video)
What happens if my medication is discontinued or unable to get the right dosage of medication?
If you are having trouble filling your script, due to the medication being out of stock/discontinued or the dosage amount is unavailable please call reception and we will be able to speak with the doctor about arrange an alternative for you.
How will my script be sent to me?
Most scripts we will opt to send out via eScript. We can send your script as a QR code to your mobile.
This allows you to fill the prescription at your pharmacy of choice.
However, you can also pick up your script or have it faxed to your pharmacy if you prefer.
Do I need an appointment for a referral?
If it a repeat referral that you have yearly or you are after a referral for a new specialist/condition you do require an appointment for your referral. This appointment can be made face-to-face or via telehealth.
Your doctor needs to ensure your referral is appropriate, and that your medical information is up to date for the referred doctor. Your doctor may also need to arrange tests before your specialist appointment to ensure safe and efficient care.
Can the doctor change the name on my referral?
A referral made by your GP to a specialist does not need to be made out to a named provider. It may be used for any doctor of that specialty.
If you are having issues and they are not accepting your referral please call reception for support.
How long does my referral last for?
A referral made by your GP to a non-GP specialist lasts for 12 months, starting from when you are first seen by that specialist. A referral made from one non-GP specialist to another lasts for three months.
How do I arrange a referral to a psychologist?
You may be eligible for a GP Mental Health Care Plan to access a Medicare rebate to see a psychologist if you have a mental health disorder. You will need to book a double appointment with your GP to assess your mental health and formulate a GP Mental Health Treatment Plan, if appropriate.
My allied health provider (eg. physiotherapist, podiatrist, chiropractor) has asked me to get a care plan and EPC referral for their services. How do I do this?
Some patients are eligible for a Medicare GP Management Plan. To be eligible you must have a chronic disease that requires complex managed care.
These patients may be eligible for a Medicare rebate for up to five allied health appointments relevant to their care plan in a calendar year. The Medicare eligibility criteria are complex, so please check with your GP.
Tests
Can you ask the doctor to get the imaging/radiology provider to bulk bill my scan?
Each radiology provider has their own billing policy. Please discuss your needs with your GP during your consultation.
I have received a text saying I am due for a blood test but I don’t have a form. Can the doctor please just print one for me?
No, if you do not already have a form from your doctor you will need to arrange an appointment.
Results
I recieved a text message for a non-urgent appointment
If your Doctor has requested you return for follow up of non-urgent results, you will be sent a secure SMS from our dedicated SMS number 0419 944 632. You may opt out of this service at any point. For further information regarding SMS click here.
PLEASE NOTE a non-urgent appointment is suggested within 2 weeks from receiving the text message.
How will I know if my results are urgent?
If you receive an URGENT result, please know the clinic will contact you immediately for an appointment on the day. We will never let urgent test results wait.
Reminder Systems
Can I opt out of the health reminders?
Good preventative care is a key part of our role as your General Practitioner. We use a computerised reminder system and may be in contact with you to offer preventative health care, relevant to your health needs. If you do not wish to receive reminders please let your doctor or our reception staff know.
Your Privacy
At Pear Tree Family Practice we keep records of your personal details and medical history. We adhere to strict guidelines for your privacy. We are happy to provide you with a copy of our privacy policy at any time.
Communication
Telephone
All telephone calls are answered by our reception staff. Our staff will ask you if your matter is an emergency before placing the call on hold (if required).
Our staff will confirm your identity with three approved patient identifiers such as your name, date of birth, and address.
Email is not a secure form of communication with regards to patient privacy. We use fax and secure electronic messaging as our main communication tools in order to maintain your privacy.
Our practice email is admin@peartreefp.com.au. No medical advice is given via electronic communication. Any correspondence we receive will be documented in your patient file. The practice email account is routinely checked and your email will be reviewed and responded to within 72 hours. If the matter is urgent contact us directly on 08 7228 5818 or in an emergency call 000.
Our Facebook page updates practice information and provides health promotion. This page is intended for announcements only and should not be considered specific medical advice. To follow us on Facebook click here. If you have any queries please contact the practice by telephone on 08 7228 5818.
Your Rights
We are committed to providing a quality service. If you have a problem, we would like you to share your concerns with us. We take any concerns, complaints or suggestions seriously.
Complaints & Feedback
We are committed to continuing to improve our practice, and we welcome and appreciate your feedback. We have a suggestion box located on the mantle in the front waiting room and our team will review and action your suggestions regularly.
We also take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. Please send your complaint to Dr Emily Carroll and Dr Kristin McLaughlin, 16 Partridge Street, Glenelg, SA 5045 OR via our email admin@peartreefp.com.au. All complaints will be addressed within 7 days.