After hours care
For all urgent medical care after hours, please contact your allocated Medical Clinic for future assistance.

Civility
We have zero tolerance of abuse to any of our staff either in person or by telephone. Staff have the right to end a call, if any unnecessary language is used upon. Abusers will also be asked to leave the property.

Appointments
• A standard appointment is 15 minutes and allows for the discussion of 1-2 simple issues.

• If you require completion of forms, have several or complex issues to discuss, or need a procedure of any kind, including a pap smear, please request a double appointment.
This minimises delay for other patients.

• At the time of booking, our reception staff will ask which doctor you would prefer to see and the length of the consultation you require and will book the most effective appointment for you.

• Not all of our doctors do all procedures.

Privacy and release of health information
We require your personal details and a full medical history, so that our doctors can properly assist, diagnose and treat you and manage your health care needs proactively.

We do not share this information without your consent, in accordance with the National Privacy Principles and the Privacy Act.

Information regarding your medical records will only be released following a request in writing and with permission from the treating doctor. For more information, refer to our practice noticeboard and website.

Billing
Some practices have now transitioned into a private billing practice, if you are unsure of your practice, please refer to their page. We provide an excellent standard of primary healthcare in a well-equipped facility in a convenient location.

When making your appointment, please ask the reception about the applicable fee. All consultations are payable on the day. We have facilities allowing patients to pay and then claim the Medicare rebate on-site. We only provide direct Medicare (bulk) billing for children under 16, DVA and aged/disability pensioners. However, a reduced fee for those patients holding a healthcare card, including Commonwealth senior health cards. Your card must be shown at the visit. All procedures, consumables, non-routine consultations, travel vaccines and skin cancer clinics will incur an additional fee.

Telephone calls and emails
As a courtesy to the patient with them, and for privacy, our doctors will not accept calls during consultations. Please leave a message with our reception staff and they will pass it on to the doctor for you. Our doctors will not use email to communicate clinical or personal matters.

Prescriptions and referrals
To maintain our quality healthcare service, a consultation with the doctor is requires to determine the appropriateness of each request for referral or prescription, even if it is for an ongoing concern. It is illegal for doctors to backdate referrals to specialists, or medical certificates, so please do not request it.

Please note, any repeat for a referral or prescription without a consult will incur an out of pocket fee.

Results
In the interest of good care, we often prefer that you make an appointment to discuss any results, but the doctor may make alternative arrangements with you. Our receptionists are not able to give out results by telephone.

Reports and paperwork
If you require reports or completion of any kind of paperwork, including driver’s licence forms, you must make a double appointment with the doctor and attend in person. Our receptionists can advise you whether a Medicare rebate will apply (it usually does not). You will incur additional administration costs if printing, faxing or postage is required.

Late cancellations and no-shows

Please provide as much notice as possible if you are unable to attend your appointment. Failure to attend appointments causes inconvenience for the doctors and other patients who missed out on the appointment. At doctors’ discretion, fees may apply for missed appointments.

Feedback
We pride ourselves on excellent healthcare. If you have any questions, concerns or complaints we would be happy to hear from you. Please use our suggestion box, or contact the Practice Manager in person, by telephone, or in writing. Alternatively, contact the Health Service Commission at www.health.vic.gov.au/hsc or telephone 1300 582 113

Health promotion and preventative care
We operate a patient reminder system and preventative medicine program for important, ongoing medical issues. Please notify staff if you do not wish to be contacted via SMS or email.

Translation services
Please notify our receptionists before your consultation if you require translation or National Relay Services for the hearing or speech impaired. Some of our doctors speak languages other than English, so please inform us when you book if you have special needs.

Privacy Policy
Click here to view our Privacy Policy

Social Media Policy
Click here to view our Social Media Policy