**Coronavirus Message Update**
Please Note We Do Not Complete Covid Testing,
to find the closest testing site please go to www.covid19.qld.gov.au or 13 42 68
If you are having any Covid symptoms
Please book a telehealth appointment in and your doctor will advise you on the next steps.
Our medical centre is safe to visit, and we are open for telehealth (phone) and face-to-face bookings
We have strict hygiene and social distancing measures in place to protect you and your family.
For telehealth appointments please book online or call us on 075573 0860
Masks are mandatory to be worn while in our practice.
Not only will our doctors treat your existing conditions, but we will also work to maximize your prevention strategies. We strive to help you improve your quality of life, achieve your wellness goals, and support your best possible life.
4/175 Monterey Keys Drive, Helensvale Queensland 4212, Australia
08:00 am – 05:00 pm
08:00 am – 05:00 pm
08:00 am – 05:00 pm
08:00 am – 05:00 pm
08:00 am – 05:00 pm
09:00 am – 12:00 am
09:00 am – 12:00 am
Our Practice Policies
Fees & Billing Arrangements
One way of increasing access to quality health care is by reducing costs to the patients as much as possible.
We offer Medicare Bulk Billing Service to our patients who hold a current Medicare Card. However, some of our Special Procedures do require a Private Fee which is not covered by Medicare. Before any procedure is performed, a Doctor will discuss the fee with you where applicable.
Monterey Keyes Medical Centre runs an appointment system. You can make an appointment by contacting the practice by phone on (07) 5502 6789, or booking Online. We also offer Walk-in appointments.
10 Minutes - Standard Appointment
20 Minutes - Long Appointment
Please inform Reception when booking if you may require a Long Appointment. If you have any forms which need to be completed, please also advise reception as this may require a Private Fee.
Each appointment is for one person. If you have other family members who require medical attention, please make a separate booking for them, or book a double appointment.
Monterey Keys Medical Centre aim to adhere to appointment schedules however, the unpredictable nature of a Medical Practice means that Doctors sometimes run behind time. This is mostly due to a patient requiring urgent Medical attention. We sincerely regret any inconvenience caused to patients when we fall behind with our appointment schedule.
We would really appreciate if you no longer need your appointment to please call and cancel so another patient can book the appointment.
Test Results, Repeat Prescriptions, Referrals
In order to monitor your health and fulfil our ethical and legal responsibilities, we require that you attend your doctor in order to receive all results, scripts or referrals. Our Receptionists are unable to provide you with your results over the phone.
If your Doctor is unavailable another Doctor in the practice would be happy to see you to help with your request.
Recall and Reminder System
Committed to preventative care, your doctor will seek your permission to be included on our reminder system.
Routinely, we may issue you with a reminder notice offering you preventative health care services appropriate to your condition: e.g. diabetic register, pap screening, asthma register, and aged care assessment programmes.
If you do not want to be part of this scheme, please let your doctor or reception know.
It is our practice policy that doctors do not take phone calls from patients or return patient’s phone calls. If a patient needs to speak to a doctor they must make an appointment to come in and see their preferred doctor.
Reception are happy to put forward requests however it is at the doctors discretion in how they choose to proceed.
This practice is designed for wheelchair access. We have a wheelchair available if required. Should you have special needs please discuss them with your doctor.
For your convenience car parking is available in the Monterey Keys Village car park.
Management of Personal Health Information
Your medical records are private and confidential and only available to authorized members of staff. All information at Monterey Keys Medical
Centre is managed in accordance with the National Privacy Principles of the Privacy Act available at www.privacy.gov.au/health.
My Health record is a secure online summary of your health information. Assisted Registration is available at this practice, ask your doctor or receptionist at your next visit.
This practice can now upload a health summary from your records to your My Health Record.
For further information visit www.myhealthrecord.gov.au
Suggestions or Complaints
If you have any concerns, complaints or suggestions about any aspect of our service we would appreciate hearing about them and will take them seriously.
Phone: (07) 5502 6789
Use the suggestion box
Matters which are unable to be resolved within the practice may be referred to:
Office of the Health Ombudsman
PO BOX 13281
The purpose of this document is to explain to you how Monterey Keys Medical Centre Complies with confidentiality and privacy obligation. This policy is readily available to all practice patients.
All patient records are the property Monterey Keys Medical Centre (and not the property of either the patient or the health service provider). This requirement assists, if the need arises, other health service providers in the medical centre in continuing the management of a patient’s needs.
Why do we collect your personal information?
Monterey Keys Medical Centre collects personal information about you for the primary purpose of providing quality health care, we require your consent to collect this information. It is essential you provide us with your personal details and a full medical history so that we may properly assess, diagnose, treat, and be proactive in your health care needs. We use your information you provide in the following ways.
What type of personal information is collected and how is it used?
To enable ongoing care, quality improvement with the practice, and keeping up to date with the Privacy Act March 2014 and the National Privacy Principles we wish to provide you with sufficient information on how your personal health information may be used or disclosed and record your consent or restrictions to this consent.
You are entitled to request access to your medical records. We ask that you put your request in writing and we will respond in a reasonable amount of time. We may deny access to your medical records in certain lawful circumstances, such as if disclosure may cause a serious threat to your health or safety.
We will always explain the reasons behind our decision and your further options. There may be an administrative fee for the costs of providing you with copies of your medical records.
Disclosure of personal information
Monterey Keys Medical Centre will not disclose your personal information to any third party, except in the following circumstances:
Supplying bulk de-identified health information
Monterey Keys Medical Centre with your consent will provide third parties with a bulk quantity of de-identified health information. Before any health information is provided to a third party it is de-identified, that is, the name and address of the patient and any other information that could otherwise allow an individual to be identified, is removed from the health information.
That de-identified information is then aggregated with the de-identified health information in respect of other patients. The third party (eg, Primary Healthcare network) uses the bulk de-identified information it receives from Monterey Keys Medical Centre for the business purposes of the third party (eg, analysis of statistics, planning and management of their health services business).
Other than as described in this policy or permitted under the National Privacy Act, Monterey Keys Medical Centre uses its reasonable endeavours to ensure that identifying health information is not disclosed to any person. We keep health information for a minimum of 7 years from the date of the last entry in the patient record (unless the patient was a child in which case the record must be kept until the patient attained or would have attained 25 years of age). We are required to maintain such records under some laws.
Because of the sensitive nature of the information collected by us to provide its services, extra precautions are taken to ensure the security of that information.
Our electronic files are password protected on several levels, and the computer back up tapes are stored off site. We require all our employees and contractors to observe obligations of confidentiality in the course of their employment/contract. We require independent contractors to sign a confidentiality undertaking.
How you can correct your personal information
If you believe that the personal information Monterey Keys Medical Centre holds about you is inaccurate, incomplete or not up-to-date please, let us know. Provided Monterey Keys Medical Centre agrees with you, we will correct it. In the case of health information you allege is incorrect, Monterey Keys Medical Centre will consult relevant health service providers about the matter. If Monterey Keys Medical Centre does not agree with you, we will place a statement of what you allege is correct where that information is kept and accessed.
How to contact us
Accessing your information, complaints and obtaining further information.
Any individual who wishes to:
The Practice Manager Monterey Keys Medical Centre