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Practice Policies

Complex Medical Issues

If you have a complex medical issue longer consultations are available if requested ahead of time to save doctors running behind.  Just ask one of our friendly reception staff. 

Recall and Reminder System

Patients have the option of being put on a recall system to monitor chronic issues.  If you would like to opt out of this service, just advise the ladies at reception.

On-going Scripts

Please be aware that scripts will only be written without a consultation in extreme circumstances.  If you require a repeat on your medication, please arrange an appointment in advance.

Translating Service

Translating services are available through the National Translating Service.  Please advise staff if a translator is required.

Phone Messages

Messages are taken by our friendly reception staff and electronically passed through to our nurses and doctors.  We will endeavor to return your call within 24 hours. 

Home Visits

Our doctors would always prefer to see you in a fully equipped consulting room or hospital treating room, but if moving from your home would be physically impossible or detrimental to your health, home visits can be arranged. Just inquire with your GP or receptionist.

Practice Privacy and Test Results

This practice is committed to maintaining the confidentially of your personal health information.  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.

For this reason, test results will not be discussed over the phone unless specifically authorised by the GP.  If you wish to discuss your test results you must make an appointment.  ‘Results only’ appointments will be bulk billed.

Sharing of Information

Sometimes it is necessary to share de-identified information with third parties.  Certain conditions require us to notify specific government departments by law.  You will be advised in your appointment if there is a reason to share your de-identified data.  This will never be done for marketing purposes.

Nobody Likes to be Kept Waiting

We are well aware of this and try very hard to adhere to our appointment schedules.  However, the unpredictable nature of medical practice is such that doctors sometimes have to run behind time.  We sincerely regret any inconvenience caused to patients when this occurs.

Office of Health Services Commissioner

30th Floor, 570 Bourke Street
Melbourne, 3000 Vic
Phone: 03 8601 5200
Fax: 03 8601 5217

Your Rights

We welcome feedback, good or bad.  Please feel free to talk to your doctor or receptionist.  You may prefer to use our suggestion box.  We take your concerns, suggestions and complaints seriously.