22/03/2020

Dear Patients,

We are very aware that all members of our community are navigating challenges and uncertainty as a result of the unprecedented global outbreak of COVID-19. Medical Services are considered 'Essential Services' and please be assured we will continue to be looking after you the very best we can. 

We want you to know that the health and safety of our patients, their families and our staff are our number one priority.

We recognise that many of our patients might be in a more vulnerable group pertaining to the COVID-19 virus and we are taking the utmost care to protect them. We also know it is important for all our patients to be able to access their specialist and ensure their ongoing specialist treatment in an environment that is as safe as possible.  

We would like to let you know about the following changes we have implemented to keep you, your family and our team safe when we are consulting:

·      MAINTAINING MINIMUM 1.5M BETWEEN PATIENTS AND DR

·      LIMITING REVIEW CONSULTATIONS TO 15mins

·      GREATER TIME GAPS BETWEEN PATIENTS TO ALLOW FOR CLEANING AND HELP TO REDUCE  WAITING TIMES ONSITE.

·      STRICT HYGIENE MEASURES FOR PATIENTS, STAFF AND VISTORS

·      LIMITED VISITORS TO ACCOMPANY PATIENTS

·      MINIMISE (OR AVOID) DURATION IN WAITING ROOM BY ASKING PATIENTS TO WAIT IN THEIR CAR UNTIL DR GOULD IS READY TO SEE THEM

·      ENFORCE SOCIAL DISTANCING IN WAITING ROOM FOR THOSE IN THE WAITING FROOM

·      THE FOLLOWING PEOPLE ARE ASKED NOT TO ATTEND THE ROOMS

·      Recently returned travellers (14 days not to attend and if <21 days to call and discuss)

·      Unwell patients, staff or visitors (For any reason)

·      Persons who have had known contact with COVID-19 (until relevant isolation time/quarantine times observed)

Maintaining a  1.5m minimum distance 

·      We will ensure a minimum 1.5 m distance is keep between Dr and patients in the consulting rooms. 

·      Except during physical examinations

Maximum 15 min consultation time for reviews

·      It has been shown that significant exposure to COVID-19  occurs after 15 minutes of face to face time. We will be strictly limiting consultations to this time. If additional time is needed two options will exist:

·      A second appointment can be scheduled for the next available Telehealth telephone consultation spot with Dr Gould.

·      Where a telehealth appointment is not possible then a second appointment will be scheduled in the rooms at an appropriate time

·      Where possible any examination will be performed early in the appointment to allow for any subsequent appointments to be by Telehealth as the preferred option.

Greater time space between patients

·      We are moving to a model which allows a minimum 10 minute gap between patients. This will allow for through cleaning of the consulting room after every patient. We always maintain high levels of cleanliness and sterility. However, to ensure that the highest levels of disinfection between patients are maintained, we will allow extra time

Strict Hygiene measures for patients and staff and visitors

·      We will require that all people (staff, patients, and other) who enter our site perform hand washing or sanitising on entry and exit.

·      We have plenty of hand wash and sanitiser on hand.

·      Consulting rooms are being thoroughly cleaned  between patients.

Limiting the number of visitors and limiting duration of patient time in the waiting room

·      Where possible we will be advising patients to wait in their car until Dr Gould is ready for their appointment. Patients will then be able to enter directly into Dr Gould’s room without using the waiting room.

·      We ask where possible that no additional people are brought into the clinic. This includes children and partners. We understand that there may be times you may require a support person to be present for the consultation. If this is the case, please let us know in advance and we will be happy to accommodate.

·      We ask that if patients do use the waiting room, that they do allow at least 6 feet (approx. 2m) between them and anyone else in the waiting room. 

·      We will no longer be providing reading material or drinks in the waiting room until further notice. Please feel free to bring your own.

Patients, Staff and Visitors are not attend the clinic if unwell regardless of the circumstance:

·      If patients, staff or visitors have the following we strongly urge that out of respect to others you don’t attend and arrange rescheduling.

·      Fever

·      Cough

·      Sore throat

·      Vomiting/Diarrhoea

·      Generally unwell

·      We will waive any fees related to rescheduling due to illness and do our best to rebook patients as soon as well.

Returned travellers

·      All persons (staff, patients and visitors) are requested not to enter the rooms if you have been overseas (Anywhere) in the past 14 days.This is in line with government regulations regarding quarantine.

·      Where possible if patients are in quarantine we will offer telehealth appointments until the quarantine is ended

·      Persons who have been overseas in the past 21 days are asked to call ahead and let reception know prior to attending.

Known Contact with COVID-19

·      We ask that all persons (staff, visitors and patients) don’t attend the clinic if they have had contact with Persons confirmed to have Covid-19 during period of potential infectiousness. This is regardless of where symptoms are present or not. This is due to the highly contagious nature of the virus. We ask that you inform reception PRIOR to attending the clinic if you have been in contact with known cases.

·      We will waive any fees related to rescheduling due to contact with COVID-19 and do our best to rebook patients as soon as they are cleared of any risk.

Telehealth Appointments (telephone):

·      For patients who do not require a clinical examination or who wish to defer physical attendance at the clinic for the time being, telehealth appointments will be available.

·      It is important to note that these appointments may not be suitable for all patients due to the importance of clinical examination in many cases, however where possible we will try to accommodate or arrange a face to face appointment with a telehealth follow-up if more time is required.

·      If you would like to discuss the option of telehealth, please contact Lily or Amy on 03 9017 3159.

We are putting these changes in place to look after you, your family and our team. We appreciate your patience as week try to keep things running smoothly. 

Guidelines and recommendations as a result of COVID-19 are rapidly evolving and we are staying on top of changes and recommendations. We aim to keep disruptions to a minimum however,  It is possible that elective surgery and consultations may need to be postponed in the future. If this happens we will be in touch to keep you informed and work with you to find a solution as soon as we are able. 

Please don’t hesitate to contact us with any queries you might have. If you have any queries about consultations or surgeries that are scheduled please call on on (03) 9017 3159.

We want to continue to be available to the community and care for our amazing patients during this challenging time. Thank you for your understanding and assistance as we all work together.

Yours truly,

Felicity, Lily and Amy

Dr Felicity Gould’s Rooms.

For best information on COVID-19 the following resources exist:

https://www.dhhs.vic.gov.au/coronavirus

If you suspect you may have the coronavirus disease (COVID-19) call the dedicated hotline – open 24 hours, 7 days 1800 657 398