about
Us

Our patients are our top priority.

When you’re with Saltwater Medical, you can trust us to care…

About Us

Vision

At Saltwater Medical Caloundra, our vision is to provide healthcare without compromise.

Mission

Our mission is to be known by our patients, our people and our community as a general practice that truly cares. In every moment, of every day, we want to be known for our compassion, expertise, and our extraordinary patient care.

Values

Our values guide our behavior and our decisions every day.
The staff and doctors of Saltwater Medical share common values of
Positivity | Kindness | Teamwork | Integrity | Professional Excellence | Sustainability

RACGP Standards and Accreditation

Saltwater Medical is an AGPAL accredited general medical practice. We aim to adhere to the current standards set by the Royal Australian College of General Practitioners (RACGP 4th edition) and we are assessed by AGPAL on an ongoing basis to ensure our compliance with the guidelines published by RACGP. We are genuinely committed to the process of continual improvement, with patient safety and the provision of quality health care being our highest priority.

Appointments

Consultations with our doctors are made by appointment, either by calling us on 07 5301 9828 or via our website.

We pride ourselves on providing our patients with very generous consultations, and because we don’t overbook our lists, you’ll find we usually run on time – barring unforeseen medical emergencies.

The table below provides a list of common appointment types and explains what they are generally suitable for. We understand it’s hard to know which type of appointment to book, so if you’re not sure, please discuss with our reception staff who will be able to assist. Every effort is made to book the right appointment for you, but we also rely on our patients to appreciate what can be achieved in the allocated time by using the information below as a guide.

Booking appropriate length appointments not only ensures there is enough time to work through your medical issue, but it also helps us to run on time, which ultimately benefits all our patients.

Common Types of Appointments

Short Consultation

Suitable for a short, simple issue e.g. repeat prescription, referral or blood pressure check.

Standard Consultation

Suitable for a single standard issue e.g. ear infection, urinary tract infection, coughs and colds, or pap-smear etc.

Long Consultation

Suitable for more complex issues, or for patients with a list of multiple issues needing to be explored with your GP.

GP Mental Health Plan – Standard

For those patients requiring subsidised access to a psychologist.

If your issue requires more time than your scheduled appointment you may be charged for a longer consultation or asked to book another appointment in order to thoroughly examine your issue/s.

On-the-day Appointments and Emergencies

We believe in proactive, preventative health, but we also understand you need to see a doctor when you’re acutely unwell or injured.

That’s why we keep a limited number of ‘on-the-day’ appointments for existing patients which are allocated on a first-in, first-served basis. To secure one of these ‘on-the-day’ appointments it’s best to call us between 7.30am – 8.00am.

And because we don’t over-book our lists, existing patients that experience an emergency during the day can usually be fitted in, subject to triage by our clinical staff.

Delays

We believe in proactive, preventative health, but we also understand you need to see a doctor when you’re acutely unwell or injured.

That’s why we keep a limited number of ‘on-the-day’ appointments for existing patients which are allocated on a first-in, first-served basis. To secure one of these ‘on-the-day’ appointments it’s best to call us between 7.30am – 8.00am.

And because we don’t over-book our lists, existing patients that experience an emergency during the day can usually be fitted in, subject to triage by our clinical staff.

If your medical condition is life threatening, you should call 000 immediately or present to your nearest hospital emergency department.

Premium Appointments - Guaranteed Start Time

We understand the nature of busy schedules, which is why each day we offer a limited number of ‘Premium Appointments’, guaranteed to start on time. These appointments are available at either 7.40am or 1.00pm Monday to Friday and attract a $10 surcharge above the standard fees listed on our Fees page. Please note these appointments will not be offered at discounted rates.

Prompt Attendance, Cancellations and Failure to Attend

Your appointment is booked especially for you, so please ensure you arrive at our practice 5 minutes before your scheduled time. If you no longer require your appointment or cannot attend, please let us know with at least 2 hours’ notice so the appointment can be offered to other patients. Failure to do so may incur a fee or result in an inability to book further appointments.

After Hours Medical Services

If you require after hours medical services please telephone the National Home Doctor Service on 13 7425.

Phoning Your Doctor

If you need to talk to your doctor please call the practice. Generally, the doctor will be consulting with other patients so a message will be emailed asking them to return your call. Most calls are reviewed at the end of each consulting session and will be returned as soon as the doctor has time to do so.

Repeat Prescriptions and Referrals

A consultation is required for all repeat prescriptions and specialist referrals so we can properly monitor your health and meet our ethical and legal responsibilities. This enables your doctor to check your medical condition and prescriptions, and/or provide the specialist with an up-to-date history and other pertinent information about your health. A specialist referral is a legal document that enables you to claim benefits from Medicare. It is important that you obtain your referral before your specialist appointment, as it is illegal to backdate referrals or write one without a having had a consultation.

Results

If your doctor makes a request for pathology tests or imaging, you will need to make a follow up appointment to discuss the results and make a plan for the management of your issue. Results will not be communicated over the phone as our reception staff do not have access to your health records. Follow up appointments to discuss results with your doctor enables us to support you in maintaining and coordinating your long-term health, which is our primary concern. Pap smear results will be forwarded to patients by mail.

Medical Certificates

Patients must see the doctor to obtain a medical certificate and by law, doctors are not permitted to backdate medical certificates in any circumstances. If you require a medical certificate, please ask at the time of your consultation.

Patient Feedback

Our goal is to provide high quality, personal and caring health services.
If you have any concerns or suggestions please feel free to fill out our feedback form (available at reception) or discuss them with our Practice Manager, Ms Jennifer Kettleton-Butler.

In order to monitor and improve our services we frequently invite our patients to provide feedback on their experience with us and how it could be improved. Of course, these surveys are completely confidential and help us to improve our services. To say thank you for your valued feedback, respondents will go into our quarterly draw to win a $100 gift card.

We genuinely wish to hear from you if you are dissatisfied in any way with the service you have received so we can resolve your issue in person. However, if you prefer to contact the Office of the Health Ombudsman, the contact details are:

Office of the Health Ombudsman
PO Box 13281, George Street,
Brisbane, QLD, 4003
Telephone: 133 646

Disability Facilities

Our practice is designed for easy wheelchair access. We also have a wheelchair available to assist you to access our premises if required. Should you have special needs please discuss them with our reception staff or your doctor.

Recalls and Reminders

We run state-of-the-art computer systems which support an automated patient recall and reminder system. You will be prompted to attend the surgery for an appointment if you meet the criteria in our system or your doctor feels that it is appropriate.

We Respect Your Privacy

Our practice collects personal health information and safeguards its confidentiality and privacy in accordance with the Australian
Privacy Principles and the Privacy Act (1988). If you would like to obtain a copy of our privacy policy or have any questions or concerns, please see our reception staff or our Practice Manager, Ms Jen Kettleton-Butler.

If you’d like to become a Saltwater Medical patient we’d love to
look after you and your family. Call us on 07 5301 9828.