Communication

Test Results

Patients are encouraged to ring in for their test results after 10:00 am on weekdays. Alternatively, our staff will contact you on your doctor’s behalf should there be a need for follow up of results or to arrange for a further appointment.

Telephone calls

Your GP can be contacted during normal consulting hours, our reception staff will be happy to take your telephone message and pass it onto your doctor. The receptionist may suggest that you speak with a practice nurse who may be able to assist you. Your doctor may return your call when possible or provide a response via their receptionist if suitable and/or advise if an appointment should be made to discuss the relevant issue. Please be mindful that most doctors at Hawkins Medical Clinic will require an appointment for completion of paperwork, scripts and/or repeat referrals.

Text messages

We will confirm your appointment by text message at 10am the day prior to your appointment. You will be asked to confirm your appointment by return text message with a simple “yes” to confirm your appointment. If you have not responded by 3pm, a reminder is then resent. If you wish to cancel your appointment, it is best to ring the clinic to re-schedule especially if you have more than one patient allocated to the same mobile number. In some circumstances, we may also contact you via text if we need to reschedule your appointment or if we have been unable to contact you regarding results/appointments.

Emails

You can email Hawkins Medical Clinic at doctors@hawkinsmedical.com.au. This email address is a generic email address and is regularly monitored however it is NOT suitable for urgent medical concerns – please call the clinic if your enquiry is urgent or requires a same day response. If you wish to email your GP, please use the generic email address and it will be forwarded onto the appropriate doctor. Emails should not be used to make, change or cancel appointments, this must be done by ringing the clinic or via our online booking system. Patient results/medical correspondence will not be sent via email unless consent is given either verbally or in writing by the patient.

FEEDBACK

In the interest of improving our service to you we wish to hear if you have positive feedback, a complaint, or a helpful suggestion. Please feel free to discuss this with your doctor or our Practice Manager, Judith Williams. You may prefer to write to us with any concerns or suggestions.

If the complaint has not been resolved to your level of satisfaction all complaints should be directed to:
The office of the South Australian Health and Community Services Complaints Commissioner (HCSCC)
www.hcscc.sa.gov.au
info@hcscc.sa.gov.au
(08) 7117 9313
1800 232 007
PO Box 199
Rundle Mall SA 5000