PROVIDING KINDNESS AND CARE FOR ALL THE FAMILY
After Hours: In the event of an emergency outside normal hours, the Home Visiting Doctor Service can be contacted on 137425.
Appointments: To minimise delay all consultations are by appointment. You can usually expect to spend 10 to 15 minutes with your doctor, but this may change if there have been emergencies or if the surgery is very busy. We ask that you make a double appointment for minor surgical procedures, any insurance or medical examinations requiring reports, or problems that you think may take a longer time. Should you be unable to keep your appointment we appreciate your earliest possible notification so that another patient may be offered the appointment time.
Telephone Calls: We try to keep interruptions to your consultation to a minimum. Telephone calls will be answered by our reception staff and they will be forwarded to the doctor or nurses if urgent, or a message will be given to the doctor who will return the call at a later time.
Repeat Prescriptions: In certain circumstances, where medically appropriate, prescriptions for continuing medications may be written without a consultation. A fee is charged for this service. Requests may be made by phone, letter or calling into the surgery. The doctor requires 24 hours notice to check the patient history, the medication and to enter information in to the patient history. Authority prescriptions, sleeping tablets and analgesic prescriptions ALL require an appointment.
Sterilisation of Instruments: All needles and surgical instruments used in our practice are disposable or sterilised by autoclaving for each and every patient.
Results: To obtain results please contact our reception staff on 5251 2865 or book an appointment to follow up with the doctor who ordered your test.
Transfer of Patient History: If you wish to transfer your patient history to our practice please ask our reception staff for a transfer form.
If you wish to transfer from our practice you will need to obtain a transfer form from your new practice. In accordance with the Health Records Regulations 2012, we charge a minimal fee for electronic copies of $16.50 and paper based copies 20 per page plus postage for supplying patient histories to another practice.
Complaints: If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. Please direct any complaints to the doctors or the practice manager.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.
To lodge a complaint with the HCC: Fill out a complaint form online at www.hcc.vic.gov.au
or Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.
Doctors and Staff at this practice are committed to providing a high standard of patient care. We have a strict policy regarding medical record/patient confidentiality and encourage your feedback via our suggestion box.
Your medical record is a Confidential Document stored electronically on computer or as a hard copy in a secure location. 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.