We do get lots of questions from our patients, here are answers to some of our frequently asked questions.
Click on any of the topics to find out more.
Please contact us if you do not find the answer here.
We have a wheelchair available if required.
We also have a purpose built disabled bathroom.
Should you have special needs please discuss them with your doctor.
Our Fees and Charges - Bulk Billing
Please note: Some items attract an out of pocket expense. These out of pocket expenses will be discussed at the time of consultation and are subject to change without notice.
The fee for a long consultation is $100 (Weekends and Public Holidays)
Department of Veterans Affairs (DVA) cardholders welcome and are fully bulk billed
Transport Accident Commission (TAC) consultations:
These consultations are billed at the rate determined by the TAC for traffic accident injuries and illnesses.
Work Cover Consultations:
Children and Babies
We also have a baby change table for use should you require to change your baby’s nappy.
Please ask our reception staff to direct you to this facility.
Accidents and Emergencies
Online Appointments / Booking
Patients with appointments will naturally be given priority over casual callers. In cases of emergency or urgent medical care, patients will be seen immediately without an appointment.
Should you require more time with your Doctor please inform the receptionist to make a long appointment.
In the case of an acute illness, particularly a child, please let the receptionist know.
Disabled parking and access is at the front of the practice.
When attending the practice for the first time, it would be appreciated if you could arrive 5 – 10 minutes before your appointment so we can register your details before you see the doctor.
Please make sure you bring your Medicare card, and your Health care or pension cards.
Please also let the receptionist know if you feel you require a long appointment so extra time is allowed for you.
Test Results and X-rays
In most cases, a follow up appointment is required, and we can let you know this at the time.
Your X-rays are your responsibility and are important to your ongoing medical care as they are often required for comparison at some time in the future.
If you have had an X-ray in the past and not collected it, please ask reception for them at your next appointment.
Telephoning Your Doctor
It is important for our receptionists to determine the urgency and nature of the call.
In non urgent situations, patient calls need not interrupt consultations with other patients.
Our receptionist will take a message for the Doctor whilst he or she is consulting. The Doctor will then endeavour to return the call at the end of their session.
However, if the matter is urgent then staff will put the call through immediately to the Doctor concerned or to the Doctor on duty.
Emails and SMS messages of a clinical nature will not be accepted by Practitioners of this practice.
We also provide care for nursing home and hostel residents as well as hospital patients.
Please contact the surgery before 9.30am to make arrangements.
A fee of $250 will be charged for a Home Visit and is payable at the time of making the appointment.
If your doctor has made arrangements for you to collect a repeat prescription from reception, a $20 fee will apply.
Our computer system allows us to issue you with reminders via Email or SMS that are appropriate to your care (e.g. Cervical Screening, Annual Health Checks, Immunisations, etc.)
If you do not wish to be part of our recall system, please let us know.
The Standards used have been written by the Royal Australian College of General Practitioners.
As we are a brand new practice, we are currently working towards obtaining Accreditation early in the new year.
Zero Tolerance Policy
This includes shouting, swearing, aggressive actions, threats, inappropriate gestures and name calling.
Abusers will be required to leave the clinic and be asked to transfer their care to another practice.
Refusal to leave will result in the police being called.
Unacceptable Behaviour Policy
We respect the rights of individuals, and will attempt at all times to treat patients promptly, courteously, and respectful of individual patient needs.
We request that patients, in turn, treat staff and other patients with respect, refraining from shouting, swearing or engaging in other inappropriate behaviours which may cause harm or distress to themselves or others.
It is the policy of this practice to maintain security of personal health information at all times and to ensure this information is only available to authorised members of staff.
We take your suggestions, concerns and complaints very seriously. However, if you feel the need to take the matter further and discuss your issues outside the surgery contact:
Health Complaints Commissioner
Level 26, 570 Burke St, Melbourne 3000
Ph: 1300 582 113 Fax: (03) 9032 3111