At this difficult time we assure you that we are doing our very best to continue to care for our patients health and wellbeing. Similarly we also have a duty of care to ensure the safety of our entire team of health workers. In order to do this the most effectively, we must make some changes to our normal operational practices.
In the first instance this will involve the introduction of the new Telehealth consultations, which will work in conjunction with the traditional face to face consultations. As the name suggests, it is a consultation that takes place over the phone or via video link.
The primary purpose of Telehealth is to provide routine care to our more vulnerable patients by allowing them to stay at home and to assist those patients who are unwell or have been asked to self-isolate with their ongoing medical care.
At the moment, patients need to meet specific criteria to be bulk billed for this Telehealth consultation. From Monday 30th March, Telehealth consults will be available to all of our patients who have a Medicare card as a bulk billed item.
It is important to note that Telehealth is not suitable for all medical care and there will be occasions when the Dr needs to examine you or see you in a traditional consultation.
If you have cold and flu symptoms: (including sore throat, cough, runny nose, fever, fatigue and shortness of breath)
At this stage if you are unwell, please contact a member of our Patient Services team on 9634 5000 to arrange all appointments or to discuss the most appropriate appointment for your individual medical needs.
In the majority of cases, we will ask you to stay at home and we will arrange a Telehealth consultation for you with your Dr. The Dr will determine whether you need to be seen at the clinic for further assessment and arrangements will be made for you to attend for a pre-arranged appointment.
Any symptomatic patients who attend the surgery, without this pre-arranged appointment, will be asked to return to their car to isolate themselves. We will organise for the Dr to contact you by phone. The Dr will determine whether you need to be seen at the clinic for further assessment and if necessary arrangements will be made for you to return to the centre.
If you do not have cold and flu symptoms:
Appointments can still be made with our Physiotherapy Department. Appointments for our other Allied Health Services, such as psychology will continue to be available but may also be available as a Telehealth option in the coming weeks.
If you are well, you may continue to book your appointments online for GP and Allied services. If you are unsure or have any questions – please speak to a member of our Patient Services team on 9634 5000.
In light of recommendations regarding the importance of social distancing – we have reduced and rearranged the seating in our large waiting area. We have also added an additional level of Triage at the front door during our busiest times and created a dedicated isolation space if it is needed.
Please be aware that at this time we are receiving a larger than normal number of enquiries via our call centre and this may lead to delays in our ability answer your call. We strongly suggest that those patients who do not have cold and flu symptoms book online to avoid delays.
Management Team of Castle Medical Holdings