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Patient Information

After Hours Emergency Cover

Provided to all patients of this practice. Please use the main clinic phone number (9822 9822) at all times. If you are experience any difficulty obtaining the recorded information after-hours, the call service may be contacted by dialing: Doctor Doctor: 

13SICK: 13 2660

Cabrini Hospital, Wattletree Rd, Malvern and Epworth Richmond have a 24hr private emergency department available at all times 7 days per week.  The closest 24hr public emergency department is located at the Alfred Hospital, Commercial Rd, Prahran.

In the case of life threatening emergencies call 000 for an ambulance immediately

For Non-English Speaking Patients

Interpreter services for non-English speaking patients can be arranged. Alternative phone access service is also available for hearing impaired patients.

Appointments

The clinic runs on an appointment system – please phone: 9822 9822, to book an appointment. Alternatively, please see our 'Book Online' link or download the HotDoc app to make appointments 24/7. We do not accept appointments via email. 

Appointments are allocated at fifteen minute intervals.  If you need more time with the doctor for a check-up, travel health advice, care planning, or you have a number of health issues – Please request a double appointment.

Urgent treatment is available to patients without an appointment, during clinic hours. Please call ahead to advise reception staff, where possible.  Patients will be attended to promptly, depending on the medical priority. It may be more appropriate to attend a hospital emergency department  depending on the situation.

 

Melbourne Pathology appointments are available at this clinic. Please phone for an appointment time as patients must first be referred for these tests by their treating doctor. The signed pathology request form must be provided at the time of testing. Most accounts for pathology work are bulk billed.
 

Appointment Fees and billing

As a private billing practice, most consultation are charged a standard rate based on doctors discretion. Payment is expected on the day, and late fees apply if payment is not received in a timely manner. A full schedule of fees is available at the reception desk.

All weekend and public holiday sessions are available for urgent cases and for existing patients of this clinic. These sessions run on an appointment system, please phone for a time. These appointments are charged at a higher rate.

We request that all accounts be paid at the time of consultation. This clinic does not routinely bulk-bill Health Care Card or Pension Card holders. If any patient is experiencing significant financial distress, they are invited to please discuss this with their doctor, so that an appropriate scheme for payment can be arranged.

 

All Veterans’ Affairs gold card holder’s accounts are billed directly to Vet Affairs

Phone Calls

Whilst our staff endeavor to attend to all calls promptly, at certain times our lines may be busy.  We will attend to your call as soon as possible.

 

Reception staff will do their best to make a booking with your usual doctor In some circumstances this cannot always be possible, however patients can be confident of receiving responsible and caring treatment from any doctor they see. All doctors of this clinic have access to your medical files.

Repeat Prescriptions and Referrals

If you are a regular patient of the clinic, you can a request a repeat prescription or referral renewal via email to: 

reception@302glenferriemed.com.au

Please include the following details in your email: 

  • Patient name and date of birth 

  • Name of regular practitioner at the clinic 

  • Prescription details (including dosage) or referral practitioner details 

  • How you would like to receive your request (e-script, email, faxed to pharmacy/specialist rooms, pick-up) 

These may not always be actioned on the same day, so if the request is urgent please call the clinic.

Please note that this may incur a fee of $30.00 charged at the doctors discretion. 

Your doctor may indicate the an appointment is more appropriate for your request, in which case reception will advise you to book. Good healthcare is only achieved when patients are prepared to be reviewed and monitored regularly. Your best health outcomes are our first concern.

 

Interpreter Services 

Reception staff are able to arrange a free interpreter service for any patient that may require it.  This can be more easily organised with some advance warning.  Where possible, please request this service at the time of making an appointment for a non-English speaking patient

Test Results

If your doctor has requested pathology, radiology or other tests be performed, it is required that you make a follow up appointment to discuss these results and any changes to your treatment regime, medications and/or lifestyle issues. Please provide up to date contact phone numbers so that any urgent messages can be conveyed.

Recalls & Reminders

This centre has the facility for patients to be provided with timely reminders and recalls for a variety of health issues. If however, you would prefer not to receive these reminders, please discuss this with your doctor.

Home Visits

The doctors of this practice have limited time available to perform home visits. If a patient is unable to attend the surgery, please phone reception to discuss options for that day. 
 

Specialist Referrals

Your doctor may deem it appropriate to refer you to a specialist for treatment, or for tests to be performed outside of this medical center.  Patients have the choice of referral to a private specialist or facility, where there will be out-of-pocket costs incurred. Alternatively, referral to a public hospital outpatients department can be arranged.

Privacy

In line with the national privacy principals- 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.

A copy of our Privacy Policy can be made available on request. 

Patient Feedback

From time to time, this practice invites patients to complete a questionnaire on their views of the practice and how it could be improved. We would appreciate any comments you may wish to make to help us improve our services.

If you are unhappy with any aspect of the care you receive from this practice, please feel free to discuss this with your doctor or the practice manager.

If however you wish to discuss a medical issue independent of the practice this can be done by contacting:

Health Services Commissioner
Level 30, 570 Bourke Street,
Melbourne   3000
Ph: 8601 5200
Freecall: 1800 136 066

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