Services for the elderly or disabled: Wheelchair access is available, and we have designated disabled parking spots for use. There is also a disabled toilet.
Appointments: Please call for an appointment. Patients attending without an appointment will be given the earliest available walk in time. Staff will endeavour to ensure you have the opportunity to see your preferred doctor.
Test Results & Follow Ups: It is the policy of this surgery not to inform or acknowledge any of your results over the phone unless it is a telehealth consult. When you filled in your New Patient Form you would have signed off on this policy. Please see your GP to discuss your results. Urgent matters and reminders will be dealt with in accordance to our recall and reminder policies.
Electronic Communication: Our staff cannot always attend to emails within a timely matter, therefore we kindly request that for any urgent matters and appointments that patients call the practice. All other email matters will be tended to within 48hrs. Patients may receive a reminder SMS from time to time for specialist appointments and ongoing health management. If you do not wish to receive an SMS reminder please let our reception staff know.
Telehealth Appointments: Our clinic has the option of providing Phone and Video consults. Where a video consult is deemed necessary, your GP will advise you on what platform they will be calling. If your GP recommends you come in after a Phone consult, they will advise Reception that you are coming in physically and at what time to expect you.
Receiving and Returning Phone Calls: Our Doctors cannot be interrupted during their consultations with other patients. You may leave a message for your Doctor with Reception and your GP will endeavour to get back to you within 48 hours. If your matter is urgent, please advise Reception at the time so that your Doctor can get back to you ASAP. If you are in an emergency situation, please call 000 as we cannot guarantee your Doctor will be available to take your call at the time of the emergency.
Cancellation of appointments: It would be appreciated if you were to contact the clinic in the event you are unable to keep an appointment. As we have a high demand for our service, we would like to utilise all our resources and offer your appointment time to another patient if possible.
Extended Consultations: These need to be booked and are necessary for formal medical examinations, full check-ups, pap smears, surgical procedures or if you need a longer consultation time with your doctor.
Urgent Cases: We understand that sometimes patients need to see their doctor urgently for potential emergencies. Our surgery does accommodate for emergencies – please call in advance where possible. Patients will be triaged and appointments made depending on the urgency of the problem.
Home Visits: Are provided only in exceptional circumstances.
After Hours – If you or a family member needs to consult a Medical Practitioner outside of opening hours, please call our nominated afterhours provider on 13 26 60 for Coburg, Melton & Werribee patients, or 13 74 25 for Sunbury patients afterhours care.
Newborn Babies: If you do not have a Medicare number for your newborn at the time of consultation with your doctor we cannot bulk-bill this consult. You will be charged a consult fee which you can claim from Medicare when they issue a new card. Please inform staff once you have received the card so that your child’s next visit can be bulk-billed.
Interpreter Service: We are able to arrange an interpreter if required.
This surgery is committed to providing quality health care for our patients, and we recognise the importance of ensuring our patients are fully informed and involved in their health care.
We are bound by the National Privacy Principles. These principles set the standards for the way we handle personal information collected from our patients. A copy of the Privacy Act is displayed in the waiting room. Our staff are bound by strict confidentiality requirements as a condition of their employment.
When you first attend our surgery we ask you to fill out a patient details and consent form. This will enable us for example to leave a message with your next of kin or on your answering machine with your permission. It also enables us to SMS, write to, or phone you with regard to recalls and reminders. You have the option to opt-out of non-urgent recalls and reminders. Please see staff for this.
We advise that as a patient of this surgery you have rights of access to any information we hold concerning you. Should you wish to access this information, we refer you to the Freedom of Information (FOI) request under the Freedom of Information Act 1982 (Vic).
Your medical record is a confidential document. It is the policy of this surgery to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.
To ensure patient confidentiality NO results or acknowledgement of results are given over the phone unless it is a telehealth consult. You will have signed off on this on your new patient form. Results and ongoing medical care are best discussed in consultation with your doctor.
Feedback/Direct Clinic Complaints: Please forward feedback of any kind (with your details or anonymously) to the Practice Manager via phone or by contacting the clinic and obtaining a complaint form and sending it back in via email or mail.
Complaints: If you have a complaint and are not satisfied with the outcome, the commissioner’s details are: The Health Services Commissioner – 30th Floor, 570 Bourke Street, Melbourne VIC 3000 – P: 03 8601 5200 – www.health.vic.gov.au