Appointments
Please call (03) 9560 7888 to book an appointment. Alternatively, please use our online booking system to make an appointment via www.healthengine.com.au. Every effort will be made to accommodate your preferred time and doctor, and emergencies will always be given priority. Longer consultation times are available, so please ask our receptionists if you require some extra time. All our receptionists are able to speak English, Mandarin and Cantonese.
Results Policy
Your doctor will advise you at the time of the consultation when your results are expected to arrive. All results are checked and notated by your doctor on a daily basis. To ensure appropriate follow up investigations, patients must book another appointment for a review of these results. The receptionist will contact the patient with any result that requires urgent attention and arrange an earlier consultation. If you do not have a follow up appointment already booked, our receptionists will contact you when the practice has received the results and should there be an abnormality with the result, you will be asked to book an appointment to discuss them with the doctor.
Telephone Calls
Should you wish to speak with your doctor, a message will be taken and the reception staff will advise you when it is likely that the doctor will return your call. In an emergency your call will always be put through to a doctor. It is recommended that any uncertainty or queries are best dealt with in a doctor’s consultation.
Your personal health information
Your medical record is a confidential document. It is the policy of this practice to maintain the security of your personal health information at all times and to ensure that this information is only available to authorized members of the staff. We abide by the 13 APPS (Australia Privacy Principles) are contained in schedule 1 of the Privacy Act 1988 (the Privacy Act). These can be found at http://www.oaic.gov.au/privacy/privacy-act/australian-privacy-principles. Doctors and staff will disclose to third parties only that information which is required to fulfill the needs of the patient. If you require a copy of your medical records for your own personal use, we ask you complete a request form and ask to copy your driver’s license details to ensure we are giving the right person the correct information.
Home and other visits
Due to short work force shortages, our doctors may offer home visits at their discretion to regular patients of this practice, when their condition prevents them from attending the surgery.
Transfer of Medical Records
If you require a copy of your records to be sent elsewhere, our practice requires you to fill out and sign a medical record transfer form before we proceed to send your records. The same applies for transferring of medical records from your previous medical clinic to our clinic.
Patient recall for Preventative Care
To further improve our service to you, we have implemented a Reminder/Recall System in which we will contact you by either phone or mail to follow-up for preventative activity such as skin check, blood pressure check and pap smears etc. Patients are requested to inform the Doctor or Receptionist if they choose not to be included. The purpose of the Reminder/Recall System is purely to ensure that you are receiving the best preventative care for your health. If you wish to opt out of our recall system, please do not hesitate to contact us on 9560 7888.
Health Assessments
For our patients over the age of 75, we recommend a yearly health assessment which is a comprehensive review of a wide range of health issues. Patients aged 45-49 are also eligible and encouraged to have a detailed health check to help identify chronic diseases for which you may be at risk.
Procedures
The Doctors can perform many minor surgical procedures if required (e.g. removal of moles or skin lesions, treatment of simple fractures). A longer appointment time may be required for some procedures so please inform the receptionist. Procedure fees may apply.
After Hours Care
National Home Doctor Service provide bulk-billed after hours medical care to patients in their homes and in aged care facilities. Please contact 13 74 25 if you wish to see a doctor during our closing hours.
Clinical Improvements
1. Home visits are offered at the doctor’s discretion to regular patients of the practice, when their condition prevents them from attending the surgery. These visits may be provided to eligible patients who are seriously ill, immobile and elderly.
2. If you need immediate expert health advice or information, please contact NURSE-ON-CALL on 1300 60 60 24. A registered nurse in your area will be available to help you with health services 24/7. Please call 000 if it is an emergency.
3. If you need to speak to our doctors on the phone, please call us during our lunch break (12:20pm – 12:50pm) or make an appointment for a suitable time to call back. Please note that doctors during consultation may not be available to take your call. In some situations, our clinical nurse may be available to answer your queries.
Fees and billing arrangements
Services provided are bulk-billed. Non Medicare card holders are required an upfront payment of $60 before consultation on weekdays and $70 on weekends. Fees are payable by cash or EFTPOS. Charges on travel vaccines vary.
Your Rights
If you have a problem we would like to hear about it. Please feel free to talk to your doctor or the receptionist. We take your suggestions, concerns and complaints seriously.
Health Complaints Commissioner contact details
Ph: 1300 582 113 Fax: 9032 3111 Email: hsc@health.vic.gov.au
Level 26, 570 Bourke Street Melbourne 3000
Victoria, Australia
