Communication

Telephone Calls

Interruptions and unnecessary delays to your consultation can be frustrating. Most queries are best dealt with by consultation with the Doctor, but if urgent your Doctor may discuss a telephone query with you.

Please leave a brief description of your query, your name and contact number with the reception staff and they will talk to the Doctor on your behalf. If deemed necessary, the Doctor will return your call.

Emails

Our practice will only provide information via email that is of a general, non-urgent nature and we do not initiate email communication with patients.

Please note that if you request a document be sent by email that you risk having that information intercepted or read by someone other than the intended recipient.

Communication Assistance

Do you have a hearing or speech impairment?

Please advise reception prior to your appointment if you require assistance with communication. National Relay Service (NRS) will be contacted. Alternatively you can phone 1800 555 660 or 1800 555 630 (NRS).

Do you need an interpreter?

Please advise reception prior to your appointment if you do not speak English and require a translator.

Alternatively you can phone: 1300 131 450 to organise this yourself.

Complaints and Feedback

We welcome all feedback about our practice. Please feel free to discuss these with the Practice Manager or you can send us an email at reception@drpauleyssurgery.com.au.

If you wish to make a complaint, there are a number of options available to you:

  • Speak to our Practice Manager in person
  • Email us at reception@drpauleyssurgery.com.au
  • Write to us (anonymously if you wish), addressing it to: Belmore Road Family Practice, PO Box 40, Lorn 2320

Alternatively you may wish to contact the Healthcare Complaints Commission on 1800 043 159.