POLICY
Practice Policy
Purpose
Drummond Dermatology is committed to providing high-quality specialist dermatology care in a professional, respectful and culturally safe environment.
This policy outlines how the practice operates and the responsibilities of both the practice and patients.
This policy should be read in conjunction with:
- Privacy Policy
- Fee Policy
- Telehealth Policy
- Email and Electronic Communication Policy
- Clinical Photography Policy
- Expected Behaviour Policy
- Data Breach Response Plan
Practice Overview
Drummond Dermatology is a specialist dermatology practice providing services in:
- Paediatric dermatology
- Vulval dermatology
- General dermatology
- Teledermatology
The practice does not provide cosmetic dermatology services.
The practice operates as a private specialist medical practice.
Commitment to Patient Care
The practice is committed to:
- Providing evidence-based specialist care
- Maintaining patient privacy and confidentiality
- Supporting informed decision-making
- Delivering care in a respectful and non-discriminatory manner
- Maintaining professional standards and continuing professional development
- Continuous quality improvement and clinical governance
Cultural Safety and Inclusion
Drummond Dermatology welcomes patients from all backgrounds.
The practice is committed to:
- Cultural safety for Aboriginal and Torres Strait Islander peoples
- Respect for cultural diversity
- Respect for gender diversity
- Accessibility for people with disability
- Non-discrimination on the basis of age, disability, ethnicity, gender identity, sexual orientation, religion or socioeconomic circumstances
The practice acknowledges and respects First Nations peoples and their continuing connection to Country.
Social Responsibility
Drummond Dermatology recognises its responsibilities to the broader community.
The practice supports equitable access to specialist healthcare through:
- Direct billing of Department of Veterans’ Affairs patients where appropriate
- Acceptance of referrals from Aboriginal Community Controlled Health Services
- Acceptance of referrals from refugee health services
- Consideration of reduced fees for Age Pensioners and Disability Support Pension recipients
- Consideration of fee reductions for patients experiencing genuine financial hardship
Any fee reduction remains at the discretion of Dr Catherine Drummond and must be discussed prior to consultation wherever possible.
Referrals
A valid referral is required to make an appointment.
General practitioner referrals are generally valid for 12 months.
Specialist referrals are generally valid for 3 months.
Acceptance of indefinite referrals is entirely at Dr Drummond’s discretion.
Indefinite referrals:
- Apply only to a specified condition
- Are accepted only for selected conditions
- Remain valid for three years at this practice
- Are not accepted for DVA patients
Patients are responsible for ensuring referrals remain valid and current.
Triage of Referrals
All referrals are personally reviewed and triaged by Dr Catherine Drummond.
Appointments are allocated according to:
- Clinical urgency
- Type of condition
- Complexity of management required
- Availability of appropriate services
Priority may be given to:
- Potential skin cancers
- Paediatric dermatology conditions
- Vulval dermatology conditions
- Conditions requiring urgent specialist review
Submission of a referral does not guarantee an appointment.
The practice may decline referrals where:
- The condition falls outside the scope of services offered
- Appropriate care can be provided elsewhere
- Capacity limitations prevent timely access
Appointments
Patients become patients of the practice only after an appointment has been formally offered and confirmed.
Appointment confirmations are generally provided in writing.
Patients are expected to:
- Arrive on time
- Bring current referral documentation
- Bring relevant test results if requested
- Advise the practice if they are unable to attend
The practice reserves the right to charge cancellation fees in accordance with the Fee Policy.
Telehealth
Telehealth consultations may be offered where clinically appropriate.
Not all conditions can be adequately assessed by telehealth.
A face-to-face consultation may still be required where:
- Physical examination is necessary
- Dermatoscopic examination is required
- Image quality is inadequate
- Clinical complexity prevents safe remote assessment
Please refer to the Telehealth Policy for further information.
Prescriptions and Requests
Repeat prescriptions, pathology requests and imaging requests may occasionally be issued without consultation where clinically appropriate.
Generally, this will only occur if:
- The patient has attended the practice within the previous 12 months
- Dr Drummond considers it clinically appropriate
- Adequate review has occurred
A prescription administration fee may apply.
The practice reserves the right to require a consultation before issuing prescriptions or requests.
Clinical Photography
Clinical photography forms an important component of dermatological care.
Photographs and dermatoscopic images may be collected for:
- Diagnosis
- Monitoring
- Documentation
- Treatment planning
Clinical images form part of the medical record.
Please refer to the Clinical Photography Policy.
Communication
The practice communicates with patients through:
- Telephone
- SMS
- Secure healthcare messaging
- Telehealth platforms
Patients should ensure their contact details remain current.
The practice may use SMS and email for:
- Appointment reminders
- Administrative notices
- Recall notifications
- Follow-up information
Please refer to the Email and Electronic Communication Policy.
Privacy and Confidentiality
Patient information is managed in accordance with:
- Privacy Act 1988 (Cth)
- Australian Privacy Principles
- Relevant health records legislation
The practice maintains strict confidentiality regarding all patient information.
Please refer to the Privacy Policy.
Fees and Billing
Drummond Dermatology is a private billing specialist practice.
Fees are determined by:
- Consultation complexity
- Time required
- Specialist expertise
- Practice operating costs
Medicare rebates generally do not cover the full cost of specialist medical services.
Fee schedules are available on request and via the practice website.
Please refer to the Fee Policy.
Patient Rights
Patients have the right to:
- Be treated respectfully
- Receive information regarding their care
- Participate in treatment decisions
- Access their medical information in accordance with legislation
- Make complaints without fear of disadvantage
- Expect privacy and confidentiality
Patient Responsibilities
Patients are expected to:
- Treat staff respectfully
- Provide accurate information
- Inform the practice of changes to contact details
- Attend appointments punctually
- Follow agreed treatment plans
- Pay fees when due
The practice maintains a Zero Tolerance Policy regarding abusive or threatening behaviour.
Complaints and Feedback
The practice welcomes constructive feedback.
Complaints should be directed in writing to:
Dr Catherine Drummond
All complaints will be investigated fairly and confidentially.
Patients dissatisfied with the outcome may contact the appropriate health complaints authority or privacy regulator.
Continuous Quality Improvement
The practice is committed to ongoing improvement through:
- Clinical audit
- Review of patient feedback
- Continuing professional development
- Policy review
- Risk management activities
- Staff education and training
Policy Review
This policy will be reviewed every two years or sooner if legislation, accreditation requirements or practice procedures change.
Related Policies
Policy Information
Policy: Practice Policy
Version: 3.0
Effective Date: 1 June 2026
Review Date: 1 June 2028
Approved By: Dr Catherine Drummond
Drummond Dermatology
Suite 16, Francis Chambers
40-42 Corinna St, Phillip ACT 2606
The best way to contact us is via email
E: contact@drumderm.com.au
P: +61 2 5114 2682
F: +61 2 5114 2684
Office Hours
Monday: Closed
Tuesdays and Thursdays: 9.00am – 4.00pm
Wednesdays: 9.00am – 3.00pm
Friday: 9.00am – 2.00pm
How to get here
Drummond Dermatology pays respect to all First Nations Australians on whose traditional lands we meet and work, and whose cultures are among the oldest continuing cultures in human history.