ActivHeal Outstanding Achievement in Wound Care Award = Nurse Maree!

A massive congrats to nurse Maree, the recent recipient of the ActivHeal Outstanding Achievement in Wound Care Award for 2023 for the Oceania region. Maree has been recognised for a lifelong commitment of 41 years to wound care, and for her role in educating others to ensure positive patient outcomes. Here she is pictured with Andrew Brennen of Team Medical Supplies, and with nominator nurse Aline. Blackburn Clinic is so very lucky to have Maree leading our dedicated team of nurses.

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Congratulations Wendy!

Last week our intrepid Office Manager, Wendy Cooney, headed off into the retirement phase of her life. Wendy was always a calm and steady influence, no matter what was thrown at her by Medicare or international pandemics! Wendy has experienced many changes since she started at Blackburn Clinic 35 years ago, especially in the area of technology. She embraced changes with dignity and so we’re sure she’ll thrive with this latest change.
We will miss Wendy enormously, but wish her all the best with her campervan travels and other endeavours. Her large family will continue to keep her busy.

Movember update – $3,686 raised so far

It\’s almost the end of the month, so we thought you\’d want to see a pic of our team\’s Moustache progress! Here are Drs Yashar, Connoley and Qi sporting their \’taches!

We are proud of the whole team for their activities (many preferred to Walk rather than grow facial hair!) and fundraising. There is still time to support Movember, who do great work for Men\’s mental health and suicide prevention, prostate and testicular cancer.

Here\’s the link to our team page:

https://au.movember.com/team/2299231

Movember fundraising for men’s health

The Blackburn Clinic Movember team are raising funds and awareness this Movember for all the dads, sons and mates in our lives. We need your help. Please donate to support men\’s health. Use the link below to find our Movember team page:

https://au.movember.com/team/2299231

What is the Medicare Safety Net?

When you spend over a certain amount in a calendar year (1 Jan to 31 Dec) you qualify for a larger Medicare rebate. The Safety Net can help to lower your out of pocket costs.
If you’re single, you’ll automatically receive the higher rebates once you reach the threshold. But if you’re part of a family, you need to register by downloading a form from Services Australia website, via the Medicare Express Plus app, or by calling the Medicare general enquiries line (132 011).

Patient Feedback Survey Results

The General Practice located at Blackburn Specialist Centre surveyed 154 patients using a Practice Accreditation and Improvement Survey (PAIS). The PAIS is a well-established patient survey widely used by general practices across Australia to gather valuable feedback from patients, which informs meaningful quality improvement within the organisation.

97% of all patient ratings about the Blackburn Specialist Centre General Practice were ’good, very good or excellent’. There were 28 areas assessed by the survey and the results were so positive that it was difficult to choose areas that we should target for improvement.  The following areas were noted:

  • Opportunity for making complaints
    We scored 77 compared to the benchmark median score of 79 (out of 100)

We encourage feedback and view it as an opportunity for improvement. We have a permanent “Feedback/Suggestions” box fixed to the wall of the waiting room at Blackburn Specialist Centre, with forms available under that box. Our website includes the following on the ‘GP Patient Info’ page:

We are always keen to receive feedback about any of our services. Regular surveys are conducted in our waiting room, so occasionally you may be asked to complete one of these. If there are other matters you wish to raise with the practice, you may write to the Practice Manager (PO Box 42, Blackburn South VIC 3130). If you need to take the matter further, you may contact the Health Complaints Commissioner, Level 26, 570 Bourke St, Melbourne 3000. Phone: 1800 582 113.

  • Information about fees
    We scored 82 compared to the benchmark median score of 81 (out of 100)

In response to your feedback, we undertake to expand the amount of information on our websites regarding fees (there is a page on each website labelled FEES). At Blackburn Specialist Centre we will improve signage in the waiting room about our fees.

The frequent introduction of new item numbers with complex eligibility by the Government during the COVID-19 pandemic no doubt led to some confusion regarding fees among our patients. Remember the days when we mainly billed \’standard\’ or \’long\’ consults? These days we work through a labyrinth of eligibility criteria and rules before arriving at the correct item number to bill. Often these item numbers are dependent on medical conditions (for example, the patient has a \’recent\’ diagnosis of Covid-19 confirmed by RAT or PCR testing, or has a specific chronic condition) which means that only the GP can determine the relevant item number to bill AFTER providing the service. These situations make it difficult for the reception team to predict the billing and therefore, to inform the patient about the probable costs when the appointment is booked. We empathise with patients and understand that uncertainty around fees can be stressful for patients. Patients are encouraged to discuss any financial difficulties with their GP.

We also plan to install an information screen in the waiting room at the Blackburn Specialist Centre and will ensure fee information, as well as information about making a complaint is included there.

We thank the patients who completed surveys for the Blackburn Specialist Centre and are overjoyed that the vast majority of feedback showed that our efforts to provide professional and caring service are being recognised.

Special thanks to the survey respondent who wrote:

“I can’t think of anything that would be required. I have been a patient from the beginning of the practice and have been fortunate to receive excellent care that has continued to today and I’m sure will continue moving forward. [Doctor] is a very valued member of my and my family’s medical team surrounding us and has guided us through some difficult times. Their professional, proactive manner, their medical knowledge and willingness to go the extra mile when needed is exemplary. We are fortunate to have them as our family doctor. Also a big thank you to the nurses at the clinic and also the reception staff who are always very welcoming, efficient and as the face of the practice is an important aspect of the clinic. I’m more than grateful for our all round care of myself and my family.”

Our mission: Providing exceptional healthcare to our community.

Video Consultations

Video consults may not be suitable for every medical condition or every person, but they can be a useful service which the GPs are pleased to now offer. Face-to-face consults remain the gold standard and there will be a range of medical problems that your GP is unable to treat via video. Physical examinations may be required for the GP to establish a diagnosis, manage certain conditions and to prevent gaps in care. Patients are asked to respect their GP’s decisions regarding suitability of video consults for their condition, as GPs are not obliged to offer video telehealth consults.

Patients can now book video consults online for most GPs who consult at Blackburn Clinic sites. Using the AMS Connect app on your phone or tablet is easy if you have booked your video consult online:

  • You will receive an automated message 5 minutes prior to the Video Consult, containing a link to the internet method of joining the video consult (in case you don’t want to use the app). Please note that if you use a computer for the internet link, it will need to have a microphone & camera attached.
  • Or you can join the video consult by opening your AMS Connect mobile app and clicking on the AMS Video Appointments button. Then click ‘Join Conference’. Depending on your device, you may be prompted to allow access to your camera and microphone, in which case select “OK” or “Allow”.
  • If the doctor has connected, the video function will start immediately. If the doctor has not yet connected, a message will ask you to Wait. When the doctor connects the video consult will commence automatically.

All telehealth consults (phone and video consults) now require you to provide credit card details at the time of booking the appointment. However, normal billing practices remain in place. If your GP decides to bill your visit to Medicare then your credit card will not be charged. DVA patients will continue to be bulk-billed. Where the telehealth consult is privately billed, the payment will automatically be charged to your credit card once the GP specifies the charge. This process removes the inconvenience of you having to wait for an SMS with a payment link and then having to make an online payment.

Where you are eligible for a Medicare rebate, this will be submitted to Medicare for you, as is done for most face-to-face consults.

Congratulations to Doctors Alvin Kong, Megan Glenister, Robert Rametta & Karen Du

Congratulations to Dr Alvin Kong, Dr Megan Glenister, Dr Robert Rametta & Dr Karen Du (not pictured), who were recently awarded Fellowship to the Royal Australian College of GPs. This represents 10-14 years of training and hard slog. Alvin, Megan, Rob & Karen are key members of the Blackburn Clinic team and we are extremely proud of them on receiving this well-deserved recognition.

Carson Suite patient survey feedback

Blackburn Clinic Carson Suite surveyed 126 patients using a Practice Accreditation and Improvement Survey (PAIS). The PAIS is a well-established patient survey widely used by general practices across Australia to gather valuable feedback from patients, which informs meaningful quality improvement within the organisation.

98% of all patient rating about the Carson Suite were \’good, very good or excellent\’. There were 28 areas assessed by the survey and the results demonstrate that there are only two areas where we fell slightly below the benchmarked mean score and therefore, we should target for improvement. These are:

  • providing information to patients about fees
  • helping patients see the doctor of their choice.

In response to your feedback, we undertake to expand the amount of information on our websites regarding fees (there is a page on each website labelled FEES) and aim to do this by the end of June 2022. We also plan to install an information screen in the waiting room at the Carson Suite and will ensure fee information is included there. Since the beginning of the COVID-19 pandemic, the government has introduced many new item numbers with little warning and little opportunity for us to educate ourselves or our patients. These items were at times mandated by the government to be bulk-billed, sometimes only when our region was classified by the federal government as a Covid Hotspot, and sometimes only when the patient had been seen face-to-face at our clinic within the previous 12 months. In some cases patients were not eligible for telehealth consult item numbers at all and patients were therefore not eligible for any Medicare rebate. These item numbers and rules continue to evolve and our outside our control. Our doctors and staff have at times struggled to keep up with the speed of these changes (as have all general practices across Australia) and this has no doubt led to some confusion regarding fees among our patients. Remember the days when we mainly billed \’standard\’ or \’long\’ consults? These days we work through a labyrinth of eligibility criteria and rules before arriving at the correct item number to bill. Often these item numbers are dependent on medical conditions (for example, the patient has a \’recent\’ diagnosis of Covid-19 confirmed by RAT or PCR testing, or has a specific chronic condition) which means that only the GP can determine the relevant item number to bill AFTER providing the service. These situations make it difficult for the reception team to predict the billing and therefore, to inform the patient about the probable costs when the appointment is booked. We empathise with patients and understand that uncertainty around fees can be stressful for patients. Patients are encouraged to discuss any financial difficulties with their GP.

As one survey respondent wrote, \”the problem with having a great doctor is that they are busy and getting an appointment can be difficult\”. Seeing the doctor of your choice can be difficult when that doctor is very popular, very busy, and perhaps does not work full-time. This problem was also identified in 2019 when Blackburn Clinic and Blackburn Specialist Centre patients were surveyed. We continue to train staff to offer appointments with the usual GP as the first option, as well as the option of seeing a different doctor sooner if the wait for the usual doctor is not ideal. Back in 2019 we recommended that every patient choose a \”back-up doctor\” from the quality group of GPs available here:  \”that way you can get to know a second doctor, so that when your first choice isn\’t available you can still see someone familiar. In an ideal world we\’d love to always have your favourite GP available, but until cloning becomes commonplace we just can\’t achieve this. Our doctors are a team and they don\’t mind sharing!\”. This advice is still good. With 24 doctors across three sites, every patient should be able to find a \”back-up doctor\” for those times when their favourite is booked out or not available.

Other improvements suggested by survey respondents included:

  • the need for more comfortable chairs in the waiting room –  We will acquire some higher chairs with arms (easier for less mobile patients to get up from) and some with greater cushioning.
  • the need for decorations in the waiting room –  This was already underway – our \”foliage\” feature was installed on 10th June and we are awaiting delivery of some pictures for the walls.

Furthermore, although this feedback wasn\’t prominent in the surveys, we acknowledge that our telephone system needs improvement. As flu vaccinations and covid vaccinations have needed to be booked via telephone, this has massively increased the number of calls we receive. We hope to add a feature advising what number you are in the queue and to implement other changes that will reduce the number of incoming phone calls. In the meantime, our staff are doing the very best that they can and we appreciate your patience.

We thank the patients who completed surveys for the Carson Suite and are overjoyed that the vast majority of feedback showed that our efforts to provide professional and caring service are being recognised.

Our mission: Providing exceptional healthcare to our community.

Exciting news! We got the key!

We are delighted to announce that Blackburn Clinic will be expanding into Suite 8 of 195 Whitehorse Road (the space where the pharmacy used to be) in 2022. Extra GPs will help us meet growing patient demand and provide greater patient choice. Follow us on Facebook for updates about our planned renovations. This has taken MANY months of planning and hard work by our management team. We await Council approval and we’re keen to get started on the brand new fit-out!