Policies and Procedures


Patient Privacy and Confidentiality

Yoorana Gunya’s practice is committed to providing quality health care and services. Our practice collects your personal information to ensure you receive the highest standard of care and service. We are committed to protecting the privacy of your patient information and to handling your personal information in a responsible manner in accordance with the Privacy Act 1988 (cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory Privacy Legislation. We collect information that is necessary and relevant to provide you with medical care and treatment and manage our medical practice. Information may be collected for other sources including specialists, pathologists, hospitals, allied health professionals and radiologists.

This information may be collected by medical and non-medical staff. Your information is securely stored on our computer medical records system. All information is password protected and access is granted to users as per their permissions set in our medical software. We may be required by law to retain medical records for certain periods of time depending on your age at the time we provide the service.
In emergency situations, we may need to collect information from your relatives or friends. We require patients to sign a consent form if they require a third party to act on their behalf. Reception are able to provide this form to patients.


In our practice, customer satisfaction and patient experience is important to us. All patients have the right to complain if they feel the service they received did not meet their expectations. We believe most complaints can be responded to and resolved at the time the patient or other people such as carers (relative, friend other consumer) makes them known to us. All complaints are attempted to be resolved at a practice level.

Patients and others have opportunities to register their complaints either verbally to staff, in writing (letter) or via our suggestion box. Patients should feel free to complain anonymously if desired.

If a patient would like to make a complaint they can verbally express this to a Yoorana Gunya employee or write a written complaint.

More information is included in our complaint policy which can be provided.

The person responsible for dealing with complaints is the Operations Manager or Aboriginal Clinical Manager.

Appointments Policy

Our patient scheduling system is flexible enough to accommodate patients with urgent, non-urgent complex and planned chronic care, and preventative needs. We do not take or book appointments via social media or email.

Patients who fail to arrive to their appointment will be mailed a letter and there will be a charge of $10 that must be paid prior to the patient being able to book another appointment. This policy of Yoorana Gunya is to monitor and manage fail to attend appointments (no shows) and is necessary to ensure that we are able to provide timely access for all patients to our nurses and general practitioners. 

Yoorana Gunya has a reminder system that sends patients a text to remind them of their appointment. If you do not wish to be a part of the reminder system please let our reception team know.

Communication Policy

Our practice allows patients to obtain timely advice or information about their clinical care via the telephone.
There is no voicemail system and patients are unable to leave messages. Patients are able to leave a message for appropriate staff members. Patient’s names are not openly stated over the phone within earshot of other patients or visitors. All practice staff are familiar with each GP’s policy for returning phone calls.
Patients are able to obtain advice or information related to their care or appointment reminders by electronic means, where the doctor will determine that a face-to-face consultation is necessary. Electronic communication includes: fax, email and SMS.
When an email message is sent or received in the course of a persons duties, that message is business communication and therefore constitute an official record.

After Hours Arrangements / Emergencies 

If you require after hours care or emergency assistance please go to Forbes Hospital Emergency Department located on Elgin Street, Forbes. If you require emergency assistance and an ambulance please call 000.