Everything you need to know about our practice: your rights, our policies, and how to get the most from your care.
PDF Document
PDF Document
If there is a problem you wish to address outside the Clinic you can contact the Victorian Government Service for handling health complaints.
The Translator Interpreter Service is available for non English speaking patients. Please speak to the Receptionist to organise the services of a phone interpreter.
The practice communicates via email to patients in some cases. In particular for complaints/issues and similar matters. Please note, average turn around time for such things is 48 hours. Further, no clinical information will be discussed in such correspondence. For such matters, a phone call will occur between the patient and the practice, with a follow up letter sent to a designated postal address.
Your Medical Record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. Please ask our reception staff for a copy of our Privacy Policy.
Unless otherwise directed by doctors, a follow up appointment will be required to obtain your results. Even if your result is 'normal' further investigation or discussion may be needed.
For after hours service, please contact 13 13 74 25. This is a licensed medical deputising service that our practice has a formal arrangement for after care with. If you require urgent assistance please dial for an ambulance or attend your nearest hospital emergency department. Please note this service is only available for registered patients of the clinic.
Our practice regularly engages with local health services, such as Specialists, Allied Health and Hospitals. If required, your GP will provide sufficient information (referral letter) to plan and facilitate optimal patient care.
All of our patients have a right and are encouraged to participate in decisions about their healthcare.
We may issue you with a reminder or recall notice via telephone, SMS or letter from time to time, confirming your appointment, offering you preventative health services appropriate to your care and/or recalling you for results. If you do not wish to be part of this system, please inform reception during your visit.
From time to time we ask patients to participate in a survey. This allows us to improve our practice & facilities. If you are unhappy with any aspect of care you receive, we would appreciate knowing about it. Please feel free to discuss this with either your Doctor or the Reception staff. You may also like to put a comment in the suggestion box in the waiting room.
Appointments are preferred and can be made by calling the clinic or online via our website. Standard appointments are 15 minutes long. Walk-ins are welcome and we can accommodate urgent care as required.
To provide comprehensive health care to our patients, our doctors might need to refer to other health specialists. Please refer to our privacy statement for more information regarding this. You are accountable for your own health — if you have any concerns about your privacy and confidentiality please speak to one of our staff members.
A translator is available for anyone who has a vision and hearing difficulty during their consultations.
Available for regular patients who are unable to attend the clinic due to their medical condition. Doctors also visit nursing homes, hostels and hospitals. Please ring as early as possible to organise a home visit. Home visits are only available during hours and to homes within a 5km radius from the clinic. Other home visits may be considered at the Doctor's discretion.
You can contact your doctor by telephone during normal surgery hours. A message will be taken when the doctor is with another patient. Emergencies will be dealt with immediately.
Long Consultations can be arranged — please speak to the receptionist on duty.
For Medico legal reasons all prescriptions required must need a consultation with the GP.
Our Clinic maintains a patient recall, reminder system and National & State Reminder Scheme so that you can be advised of suggested ongoing reviews. We may issue you with a reminder or recall notice via telephone, SMS or letter from time to time, confirming your appointment, offering you preventative health services appropriate to your care and/or recalling you for results. If you do not wish to be part of our recall system please discuss this with your Doctor.