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Practice Policies



The clinic runs on an appointment system. Consultations are scheduled approximately 15 minutes apart. If you feel you have a more complex problem, or multiple issues please ask for a longer consultation to be booked. Patients with an appointment will be seen first unless an emergency presents. Even though an appointment has been made, a wait is often unavoidable. This could be due to patients requiring emergency treatment or due to patients presenting with complex problems. We request that patients try to understand this. Please advise the receptionist if you are suffering from any chest pain, breathing difficulties or other potential life threatening problems.



If you require after hours treatment, the surgery is covered by a locum service (National Home Doctor Service Ph. 13 SICK). This after hours number can be heard on our telephone answering message (note that the answering machine does not take messages). Locum visits at your home by NHDS are undertaken after 6pm and are Bulk-Billed. 

Emergency calls should be directed to the Ambulance service on 000.

Patients can also visit the accident & emergency department of a nearby public hospital such as Monash Medical Centre, or private hospital such as Cabrini Hospital.



If a patient requires a home visit from a doctor they should contact the surgery directly. The home visit will not be Bulk-Billed (including pensioners). The home visit will attract a fee of approximately $120.00 (depending upon the complexity and time needed which will determine the overall cost), to be paid at the time of the visit. The patient is eligible to claim back from Medicare. The home visit will be attended by the doctor on duty, usually at the end of the session or when time permits. Serious emergencies should be directed to the Ambulance Service on 000.



Interruptions during the course of a consultation can be very distracting for both Doctor and patient. Most queries are dealt with by consultation, but if appropriate the doctor will return your call as soon as possible. If however, you have a serious concern that needs urgent attention, please inform the receptionist.

Discussion of test results requires an appointment with your doctor, unless you have been given specific instructions to call for your result. Receptionists are not qualified to give out results by phone; hence they have been instructed to refrain from doing so in order to prevent potentially serious mistakes.



The doctor feels it is very important for you to be reviewed regularly if you are taking prescription medication. Please make an appointment to see the doctor before your medication runs out. Scripts will not be given to patients without a consultation (only in extenuating circumstances under the doctor’s judgment).  



We strongly advise you to ensure that your child’s immunisations are complete; this can be done at the surgery by your doctor. Please bring your child’s health book for signing.

If you are travelling overseas, please book an appointment to see the doctor at least 6 weeks prior to departure, as some vaccinations need to be given up to 6 weeks before travel.



The complexity and duration of the consultation and/or procedures performed will determine the final fee.

Medical insurance examination, TAC, and Workcover consultations will be billed privately to the patient.

Payment is expected on the day medical services are received. Patients who choose to take their account home will incur a $10.00 administration cost in addition to the usual fee charged.



All records are confidential. Your consent in writing must be obtained to have copies of your file transferred to other practices or for reports to be supplied for insurance purposes or legal purposes. A fee is payable for full file copies and reports.

All test results require an appointment with the Doctor. Test results will not be given over the phone by reception staff.



We are committed to giving quality care to our patients. Occasionally questionnaires may be handed out by the receptionist. Please feel free to fill them in. Both positive and negative feedback is welcome. Problems or suggestions can be communicated verbally or if you prefer, in writing. Any unresolved grievances may be addressed to the “Health Services Commissioner”, in writing to Office of The Health Services Commissioner, Level 26, 570 Bourke St, Melbourne, 3000, or by phone on 1300 582 113.



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