G'day,
Writing this on behalf of a close family member. In short the family gp is no longer visiting their clinic and a result they have decided to visit a different gp at different clinic. The new doctor has asked them to get their medical records transferred from previous clinic. From what I was told it's been over a month since the request was sent and the old clinic has not done it stating it requires a manager's approval.
They have an on going medical condition and the new doctor needs to seek their medical history on records to advice on that. Since it's been over a month, they were wondering what is within their rights to get this matter escalated as old clinic apparently has been not been helpful at all. Any advice is greatly appreciated.
Clinic Is Taking Too Long to Transfer The Medical Records
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they were wondering what is within their rights to get this matter escalated
I'm not sure what this means. The only thing you can do is hassle, hassle, hassle. Make the job of not sending it harder than actually doing it. It might help if you could get the new clinic to specifically request.
It might help if you could get the new clinic to specifically request.
Yes it's the new clinic that has faxed a request form with their signature for consent. Since then they have apparently followed up few times over the phone and every time the clinic has stated it needs manager's approval etc etc…
they were wondering what is within their rights to get this matter escalated
I'm not sure what this means.Because they have attempted to follow up on the matter few times they were wondering what else can be done to get this sorted out soon. Going in and making a scene at reception or bikies might not be the best thing to do (nor within their rights? )
Ask when the manager is in and call on that day to hassle. If they say the manager is at lunch then ask when they are back and call again. Call ten times that day if you need to. If the manager is not there that day even though they told you they would be, tell them to call the manager. If it gets close to late afternoon and they still haven't done it, go to the clinic in person and don't leave until they've done it. Don't walk away from the desk until the manager comes out to speak to you or they call them and let them speak to you, occupy one of the receptionists so that other patients can't check in. Don't leave if they want to close the clinic for the day, say you are staying until they've done it. Make it more annoying to not do it than to do it.
No need to make a scene, simply call them up and go "hi, we really need those records transferred straight away due to medical reasons, is there any way to speed it up?" "Hi, I called a few days ago about transferring records, is there any progress on it?". Do that for a week or two and I can guarantee you it'll be done pretty quickly.
No need to go full Karen on them, demand escalation or whatever, that gets no one anywhere. Reasonable timeframe to send those documents is 30 days so they're not too far over by the sounds of it. It is extra work for them, so be mindful of that.
Physically go into the old clinic with the signed and dated document from the new clinic. Kindly ask to speak to the manager. Ask them to approve sending the files over ASAP.
No need to go Karen on them but if it's been a month then it's clearly not a priority to themWhat did the old clinc say when you called to see what you can do to speed things up?
Don't think they had asked them that particular question, but from my understanding every time they called to follow up on it, the response has been it's still pending manager's approval and cannot proceed without that (no mention of roughly when it can be done or so).
I think like what few others had said, going there physically and speaking to the reception/ manager in person would be the best suggestion I can pass on to them. Cheers!
So you never called. Maybe you should call the old clinic.
My understanding is that the friend has called, just didn't ask the specific question you posed.
@AndyC1: haha. yes cookie2 is right. They have called old clinic few times within the month to follow up on it, but the clinic has not been helpful. Anyway, I’ve asked them to go there physically and talk to the manager and have it sorted out.
https://www.racgp.org.au/download/Documents/e-health/managin…
https://www1.racgp.org.au/newsgp/professional/can-patients-a…
If it's been over 30 days, submit a formal written complaint to the clinic and the RACGP
Nah, light a fire under them and lodge an AHPRA (or the OAIC possibly) complaint against the old doctor. The requirements on record keeping is on the doctor and not the clinic.
AFAIK the RACGP isn't an authority body that can hand out penalties/punishments, so any complaints via them would merely just result in a stern letter from the RACGP to the clinic telling them to comply.
Walk into clinic, ask them to send. Tell them you'll wait until they do it. Sit in waiting room staring at receptionist.
Call them again and ask them to do it? Most clinics are quite overwhelmed with patient requests…