Patient Information

We are committed to providing comprehensive general practice care to everyone and to maintaining the confidentiality of your personal health information.

Your medical record is a confidential document and 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. Should you wish to view our Privacy Policy Document, please ask a member of staff to arrange this for you.

Surgery Hours

The surgery is open Monday to Friday 9.00am–12.30pm and 2.00pm–5.00pm and on Saturday 9.00am–11.00am.

After Hours Services

When the surgery is closed, for urgent problems you can contact the National Home Doctor Service on 13 7425 – homedoctor.com.au

Making Appointments

We run an appointment system, except for urgent problems. You can make an appointment with your doctor by telephoning the surgery. Urgent problems will be dealt with as promptly as possible. Appointments are normally made at 15 minute intervals, so you can usually expect to spend 10–15 minutes with your doctor. This may change if there have been emergencies or if the surgery is very busy. If you feel you will require a longer consultation, please discuss this with the receptionist prior to making an appointment. If you are unable to attend your appointment, we would be grateful if you would inform us as soon as possible. As much as we try to maintain appointment times, it is not always possible, as some problems take a little more time to deal with than others. We ask for your patience and understanding. At this clinic, patients are encouraged to see the same doctor on each occasion whenever possible, to ensure a continuity of care.

SMS Service

For those patients who have mobile phones we provide an SMS service free of charge to remind you of your appointment. Please keep in mind this is a courtesy service. As you are aware text messaging is not always reliable and you may receive the text message after your appointment time. Hence it is a secondary service only.

Home Visits

If you are too sick to come to the surgery, the doctor can visit you at home if you live in the nearby area. Request for house calls are best made before 10am. Please remember, however, that home visits are time consuming and that doctors can usually see at least two patients in the surgery in the time taken to visit one at home. Generally home visits will take place in the afternoon. Visits can also be arranged for patients in nursing homes. If the doctor is not able to attend, alternative arrangements will be made.

Telephone Calls

Most problems are best dealt with by consultation, but if appropriate your doctor will discuss a query with you by phone. If they are seeing patients when you call they may need to call you back, usually between 12.30pm and 2.00pm or after 5.00pm. The doctors will endeavour to return your call as soon as possible.

Test Results

Due to the Privacy Laws introduced on the 1st July 2002, we require that a 'follow-up' appointment be made to discuss test results with your doctor, there are of course exceptions to this. The practice also offers a reminder system for certain tests like pap smears.

Repeat Prescriptions

An appointment with your doctor is required but there are some exceptions to this.

Patient Feedback

From time to time this practice invites patients to complete a questionnaire on their views of the practice and how it could be improved. These surveys are completely confidential and help us to improve our services.

If you are unhappy with any aspects of the care you receive from this practice we are keen to know about it. Please feel free to talk to your doctor or the receptionist about any problem you have with the service we provide. We believe that problems are best handled within the practice. Indeed, we want to know if you are concerned about any aspect of our service.

However, if you feel there is a problem you wish to take up outside, you may prefer to contact the Victorian Government centre for handling complaints. The address is:

Health Complaints Commissioner
Level 26, 570 Bourke Street Melbourne 3000.
Phone: 1300 582 113
hcc.vic.gov.au