Care Policy

Hours

We are open Monday to Friday between 9am – 5pm. See Our Services for each practitioner’s usual schedule.

Consultation

We encourage time with your practitioner and regular visits that help us get to know you in optimal health so we can manage your health proactively.

In therapy we also encourage regular proactive contact for the time agreed by you, your practitioner and referring doctor.

Scheduling

To assist us in allocating the right amount of availability for acute appointments and to assess places available for new patients please schedule your next planned visit before you leave the practice or at least three weeks in advance.

All patients are required to provide seven days notice when rescheduling appointments so your time can be offered to another patient or a cancellation fee may be incurred.

Payment

Payment is required at the time of your consultation. Applicable Medicare Online rebates can be submitted at this time if your bank account is registered with Medicare.

We accept EFTPOS, Cash and Cheque payments.

Communication

Our preferred means of communication is by telephone. This allows us to clarify your request and give your appointment needs appropriate priority. If you are a medical patient and you have an agreed treatment plan you can schedule Health Review on line.  If you are a medical patient you can also book a an acute next day appointment on line for urgent matters that can wait. Please schedule all agreed Medical, Therapy and Yoga appointments at least three weeks in advance to secure your preferred time; and remember that a consultation and examination is required for any medical matter, including the completion of documents.

Use reception@nautilushealth.com.au for medical matters only when you have made a prior arrangement with your practitioner. If you have a genuine emergency and require urgent medical attention during office hours your call will be transferred to a medical practitioner.

Prescriptions, Referrals and Results

Please deal with these matters in your planned visits.

Health Promotion Activities

We use both State and Federal Registers and our own electronic reminder system for your preventative health activities. We require your written consent to be placed on these reminder systems, and once given, request that you act on SMS and Email reminders in a timely fashion so that we maintain accurate records for you.

Outside Normal Hours Care

If you have an emergency that can’t wait, dial 000 or go directly to the Townsville Hospital. If you have a new or worrying problem that can wait until the practice re-opens you can call the practice at 9am for a same day appointment.

National Home Doctor Service 13SICK is available after 6pm for non-critical care however please ensure you make an appointment for follow up care at Nautilus Health.

Interpreter

Let reception know three weeks prior to your appointment if you require an interpreter or have special needs based on your cultural background.

Privacy and Confidentiality

Our practice places high priority on privacy and confidentiality of your health information and we abide by the APP Privacy Policy. We use CCTV surveillance for our security and your protection; your information is confidential unless you authorize its release or it’s release required by law.

Feedback and Improvement

Please ask us if you have any questions about our service.

For more information about your health care rights, email info@oho.qld.gov.au

Download Care Policy PDF