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"Referral refusal"

About: Swan Hill District Health Medical Centre

(as a service user),

I went to the GP to obtain a mental health referral.  When I asked the GP (who had a student sitting in on the visit) what I required, she looked at my notes, said no.  As I only had a history of Major Depressive illness, I didn't need it.  Then I was asked to leave.  They did not ask any questions.  If they did, I feel they would have found out, I was going through a depressive episode.  And also dealing with the effects of leaving a violent situation where a IVO had been taken out by the police and was still in place.  I had been to a GP, and told this to last year, it was written in the notes as 'social issues', and also denied a referral for scopes that I am now getting, a year later.  I no longer attend this medical centre, and moved to somewhere where when ask for a MHCP, a proper assessment was carried out.  There is a history in my file, about how bad the depression can get.  But to be refused a care plan, all because of a written line, with no assessment is, in my opinion, unacceptable practice.  Why do I have to justify having referrals for my care when I know what I need to do.  Also I do know 2 min refusal was bulk billed to Medicare, and it was a waste of a doctors visit

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Responses

Response from Samantha Hellsten, Manager, Primary Health Medical Centre, Swan Hill District Health 2 weeks ago
Samantha Hellsten
Manager, Primary Health Medical Centre,
Swan Hill District Health
Submitted on 5/06/2025 at 8:17 AM
Published on Care Opinion Australia at 9:05 AM


picture of Samantha Hellsten

Dear pegasusnm46,

Thank you for taking the time to share your experience. I want to acknowledge how difficult and disheartening this must have been for you, and I am very sorry that you left the clinic feeling unheard and unsupported at a time when you needed help.

Your feedback highlights that your concerns and the context of your situation may not have been fully explored during your consultation with the doctor and medical student during your appointment and I understand how important it is to feel safe and validated, especially when seeking mental health support. Please know that we take concerns such as yours seriously, and your experience does not reflect the standard of care we aim to provide at Primary Health.

I would appreciate the opportunity to speak with you directly so that I can understand what occurred and see how we can learn from this and ensure appropriate follow up and care to you directly. If you are comfortable doing so, I invite you to contact me directly via the clinic on 5033 9900 and ask to speak with the Practice Manager, or alternatively, you can email me at shellsten@shdh.org.au.

Kind regards,
Samantha Hellsten

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