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FAQ – Frequently Asked Questions

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.

Disabled Facilities

This practice is designed for wheelchair access.

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

Better Health Family Clinic is a bulk billing clinic. All patients holding a Medicare card will be bulk billed for their consultations.

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.

Private Patients:

The fee for a standard consultation is $60 (Monday – Friday)

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:

If the patient does not have a current WorkCover claim number, they will be responsible for the fees incurred until their claim number is issued. These consultations are billed at the rate determined by the Victorian WorkCover Authority for work related injuries and illnesses.

Children and Babies

We have a play area available for 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

In the case of an accident or emergency please telephone the clinic first on 9702 9300, we will advise you on the most appropriate course of action.

Online Appointments / Booking

Appointments

We prefer patients to make appointments wherever possible.

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.

Onsite Parking

Onsite parking is available at the practice.

Disabled parking and access is at the front of the practice.

New Patients

We welcome all new patients at our clinic.

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.

Cancellation Policy

We always endeavour to try and accommodate every patient that calls for an appointment. It is for this reason we request that anyone not able to attend their appointment, that we are notified at least 2 hours prior to the appointment time. This gives us the opportunity to offer this appointment to someone else.

Test Results and X-rays

So that we can provide the best possible service for you, patients are requested to contact the surgery after 10am each day to obtain test results.

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.

Referrals

It is a legal requirement under the Medicare Act that a referral to a specialist only be given after due consideration by the treating physician. This therefore requires the physical attendance to the practice.

Telephoning Your Doctor

Patients of our practice are able to contact doctors by phone during surgery hours.

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.

Home Visits

If you are too sick to attend the surgery and you are a regular patient, a home visit can be arranged by contacting our reception staff.

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.

Repeat Prescriptions

Legal constraints and Best Practice Procedures dictate that a consultation is made for all repeat prescriptions.

If your doctor has made arrangements for you to collect a repeat prescription from reception, a $20 fee will apply.

Reminder System

This practice is committed to preventative care.

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.

Accreditation

Accreditation is the process of continuing quality improvement – to let you know we have met the standards set for the medical profession.

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 Medical Practice has a Zero Tolerance for abusive and/ or threatening behaviour towards our Staff and Doctors.

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

It is the role of this clinic is to provide a caring environment that is safe, welcoming and peaceful for all patients.

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.

Privacy Policy

Better Health Family Clinic is committed to maintaining the confidentiality 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 this information is only available to authorised members of staff.

Your Rights

If you have a problem we would like to hear about it.  Please feel free to talk to your doctor or our Practice Manager or you may wish to put your concerns in writing.

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

Email: hcc@hcc.vic.gov.au

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