Practice Policies
Repeat prescription /referral requests
We have an online repeat script & referral request system for existing patients. This service will provide easy access for repeat prescription/referral without consultation via our website or the AMS Connect App.
Transfer of medical records requests
At SMSG, we are committed to helping you manage your health information securely and efficiently. Whether you need to see recent test results or transfer your history to a new clinic, we are here to assist in line with NSW privacy legislation.
-
Immunisation Statements: Access official vaccination statements via your myGov account (Medicare Online/Australian Immunisation Register).
-
Pathology & Scan Results: View routine blood tests and diagnostic scans directly on your My Health Record via myGov or the 1800MEDICARE app.
If you require records that are not available online, please follow our standard request process:
-
Submit in Writing: Provide a signed written request with your full name, date of birth, and contact details. Third parties (e.g., new clinics, solicitors) must include your signed consent.
-
Doctor Review: Your regular treating doctor must review and authorize all releases to protect your privacy.
-
Processing Time: Please allow 10 to 45 business days depending on the size and complexity of your file.
Under the Health Records and Information Privacy Act 2002 (NSW), administrative fees may apply to cover the costs of preparing files:
-
Health Summary (FREE): A digital summary of your active medications, allergies, and immunisations can be transferred to your new clinic at no charge.
-
Full Medical Record (Admin Fee Applies): An administrative fee applies if you or your new clinic require your complete historical file (past consultation notes, specialist letters, etc.).
If you have any questions about transferring your records, please speak to our friendly reception team.
Privacy and Confidentiality Statement
All staff across the centres completely abide by the Privacy and Personal Information Protection Act 1998 and Health Records and Information Privacy Act 2002. We obtain this information for:
-
Administrative purposes connected to the running of our practice.
-
Billing purposes, including compliance with Medicare and HIC requirements.
-
Disclosure to others involved in your health care, including treating doctors and specialists outside of this practice. This may occur through referral to other doctors or for medical investigations and in the reports or results returned to us following referrals.
We will not disclose your personal health information to any third party unless:
-
You have consented to the disclosure; or
-
This disclosure is necessary because you are at risk of harm without treatment and you are unable to give consent - for example you might be unconscious after an accident; or
-
Your doctor is legally obliged to disclose the information (eg, notification of certain infectious diseases or suspected child abuse, or a subpoena or court order); or
-
There is an overriding public health and safety interest in the release of the information.
This is one of the reasons why, except for under exceptional circumstances pre-arranged with the doctor, the practice is unable to give out test results over the telephone.
If you wish to obtain a copy of our Privacy Policy please contact us on our respective practices contact information or speak to our friendly reception team onsite.
For further information regarding Privacy Policies please refer to the Office of the Australian Information Commissioner website: https://www.oaic.gov.au/privacy
Concerns or Complaint Management
The Management Team takes complaint or concerns from patients seriously. If any of the staff or health care professionals fail to meet your expectations, we invite you to share your concerns regarding treatment, patient safety and quality of care.
You may voice concerns by:
Speaking to our Practice Managers
Speaking to one of the Doctors
We encourage you to resolve complaints/concerns immediately at the time of service. If you feel that any of your concerns/complaints have not been resolved to your satisfaction, you may contact Health Care Complaint Commission on 1800 043 159.
