Patient Information
Appointments
Please call the clinic on (08) 8582 2070 to arrange an appointment.
Online bookings are available to patients of Living Well via the Clinic to Cloud Patient Portal. Longer consultations are available, please advise the reception staff when booking if you require extra time.
On day appointments are available on a first come first serve basis. Walk in’s will be triaged and accommodated based on their level of need.
We make every effort to keep our appointments running on time, but if an urgent situation arises, it will be dealt with as a priority. We thank you in advance for your understanding. If you are unable to attend an appointment, please give 24 hours’ notice via telephone or cancel your appointment via SMS reply or the C2C portal as soon as possible. Failure to attend your scheduled appointment without notice will result in a non-attendance fee.
Please advise our reception staff when you book if you require an interpreter service or the National Relay Service (for those with a hearing impairment). 48 hours’ notice would be appreciated for in-person translation services, although we can arrange a telephone-based service at shorter notice.
For your TeleHealth Consultation
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 had a face-to-face appointment in 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.
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.
Payments for telehealth appointments can be completed on the patient portal after appointment or paid over the phone or in the clinic.
New Patients
Please arrive 10 minutes early to your appointment so you can complete the Health Information Consent Form if you have not done so online. Our policy is that your first visit to Living Well with Dr. Wilson is a long (60 minute) appointment. This allows us to carefully review your medical history, address your health needs and ensure comprehensive ongoing care.
Prescriptions, referrals and medical certificates
All repeat prescriptions, referrals and medical certificates require a consultation with your doctor to ensure appropriate, current treatment. Referrals and medical certificates from TeleHealth consultations can be emailed to you on request.
Results
It is important that all test results are followed up in a consultation with your doctor.
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 service. You may opt out of this service at any point.
We do not give any results over the phone or via email.
Reminder Systems
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 Living Well with Dr. Wilson, 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 livingwell@doctorwilson.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 8582 2070 or in an emergency call 000.
Social Media
Our Facebook page and Instagram page keeps you updated on practice information and provides health and wellness promotion. These pages are intended for announcements only and should not be considered specific medical advice. To follow us on Facebook, click here. or to follow us on Instagram, click here. If you have any queries, please contact the practice by telephone on 08 8582 2070
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 Cheryl Wilson, 26 Kay Avenue, BERRI SA 5343. All complaints will be addressed within 7 days.