Practice Policies

Chest Pain
Patients with chest pain or chest tightness are advised to ring 000 immediately.
medical-aRepeat prescriptions for regularly taken medicines can sometimes be obtained within a reasonable time of your last visit without a consultation with your doctor, although you will be asked to make an appointment to collect your script. This visit will be bulk billed. You will also be asked to make an appointment to see your doctor if monitoring of your condition is required.
If a referral is required to a specialist medical practitioner or an allied health professional you may need to make an appointment with your doctor. Please phone reception staff to discuss. All referrals can be collected from the practice in time for your appointment. We can fax or send referrals.

Test Results
If your doctor has requested that you have X-rays or pathology tests you will need to contact the practice for results on 9387 1661. These are usually available within 48 hours.

Telephone Calls
If your call is urgent you will be put through to the doctor. However, calls to the doctor can sometimes inconvenience patients while in consultation. In some cases, the receptionist may be able to assist you. Messages may be left for the attention of the doctor, and will be returned as soon as possible.

If you are unable to make your appointment, please phone the practice as soon as you are able to, so that we can offer the appointment to another patient and make another appointment for you.

Privacy and Confidentiality
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 that this information is only available to authorised members of staff. Please speak to your Doctor if you wish to access your records.

We comply with Australian Government Legislation, ensuring that the privacy of our patients is maintained. A copy of our privacy policy is available at reception. Further information is available from the Office of the Australian Information Commissioner on 1300 363 992.

Patient Feedback and complaints
We take your concerns, suggestions and complaints seriously. If you would like to discuss any aspect of the care you receive please feel free to talk to your doctor or the receptionists. If you feel the matter is more serious you may contact:

Health Services Commissioner
Level 26, 570 Bourke St, Melbourne Vic 3000
Complaints and information: 1300 582 113   Fax: (03) 9032 3111