Practice Information
Workers Compensation:
Please disclose this information at time of booking.
Additional paperwork will be needed to be provided to our medical team.
Children and Young Teens:
- Children under 12 must be accompanied by a parent or guardian
- It is preferable that mature minors (ages 13 – 16) be accompanied by a parent or guardian but not required.
Test Results:
This practice will contact you by phone in the case of all urgent test abnormalities; otherwise, an appointment with your doctor is required to receive your results.
Rights and Responsibilities:
Successful medical care requires an ongoing collaborative effort between Patients and Doctors.
As a patient of Prema House Medical Centre, you have a right to:
As a client of this practice, we ask you to:
| Qualified, competent staff who will attend to you with care and skill | Respect for your culture, ethnicity and religious beliefs |
| Have a clear explanation of your health problems, treatment and risk | Receive a confidential service from all our Doctors |
| Be involved in the treatment or management plans regarding your health and discuss with the doctors and staff of our medical centre what is written about you in your health record | Make a complaint about any aspect of our service and expect that it will be dealt with fairly and you will be informed of the results |
| Fair treatment regardless of your race, ethnicity, language, age, sex, sexual preference or disability | Give positive feedback |
| Understand that Prema House Medical Centre and the staff within it have certain policies and procedures to adhere regarding service provision, for example confidentiality and privacy issues | Be patient. Please understand that all staff within this practice are here to assist you. However, at times due to high patient demand and unforseen emergencies there will be delays. If concerned please ask at reception for estimated waiting times |
| Come back to collect results of any tests or procedures you have had done at our medcial centre | Refrain from use of abusive, threatening or violent language or behaviour |
| Ask questions and express concerns with our Lismore doctors, that you have regarding your healthcare, your condition and your medication | As a private practice we have a right to refuse you service on the grounds of service availability, practice policies or threatening or abusive behaviour |
| Treat all staff at our medical centre with courtesy and respect | Advise us if you are unable to keep appointments |
| Be actively involved in your own health care | Pay promptly for services received |
| Present to reception on arrival to our medical centre and after your consultation is completed | |
Telephone Calls / Emails:
If a patient wishes to speak with a doctor, our receptionists will take patient details, contact phone number (and a message if appropriate).
A phone call will be returned to the patient after the Practice Nurse has consulted with the Doctor.
No patient information is sent via emails due to confidentiality issues.
Feedback & Complaints:
Prema House Family Medical Centre endeavours to provide a comprehensive service of a high standard for patients. Occasionally, we may invite you to complete a questionnaire to identify areas that can improve our service. Please let us know if we are doing well, also if you have a complaint or suggestion about any aspect of your care, we would like to hear about it.
Please discuss any concerns in person with your doctor, leaving a note in our suggestion box or the Practice Manager via email at prema@premahouse.com.au
If you wish to make a complaint outside of the practice, please contact:
Health Care Complaints Commission
Locked Bag 18
Strawberry Hills NSW 2012
Phone: 1800 043 159
Patient Feedback:
At Prema House Medical Centre we carried out a patient survey (The Practice Accreditation and Improvement Survey and asked for your honest opinions on the service we provide. We listened to your concerns and have taken a number of actions to make improvements to patient care where you feel it would be most useful.
The results of the survey can be downloaded via the buttons below.
We acknowledge the traditional custodians of the lands across our region and pay respect to Elders past, present and emerging.
© 2025 All Rights Reserved | Prema House Medical Centre