Policies and Appointments

Policy

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AVAILABLE FOR OUR REGULAR PATIENTS WHO ARE TOO SICK TO ATTEND THE SURGERY. REQUESTS ARE BEST MADE BEFORE 10am, AND A FEE WILL BE APPLICABLE UNLESS YOU ARE A PENSIONER OR SOCIALLY DISADVANTAGED.

AFTER HOURS

AFTER HOURS SURGERY AVAILABLE BY APPOINTMENT ONLY. IF MEDICAL ATTENTION IS REQUIRED AFTER HOURS, PLEASE PHONE THE SURGERY NUMBER AND YOU WILL BE CONNECTED TO THE DOCTOR. URGENT AFTER HOURS MEDICAL CARE IS ALSO AVAILABLE AT THE EMERGENCY DEPARTMENT OF WESTERN HOSPITAL, FOOTSCRAY AND SUNSHINE HOSPITAL (PAEDIATRICS ONLY).

REPEAT PRESCRIPTIONS

PATIENTS NEED TO PHYSICALLY ATTEND THE DOCTOR TO RECEIVE MEDICARE REBATES. A PRIVATE FEE WILL APPLY IF OTHER PERSONS ARE COLLECTING THE REPEAT PRESCRIPTION AND NO MEDICARE REBATE IS APPLICABLE IN THIS CASE.

MEDICAL CERTIFICATES

PATIENTS SHOULD SEE THE DOCTOR ON THE SAME DAY TO GET A MEDICAL CERTIFICATE. PLEASE DO NOT REQUEST A PRE-DATED MEDICAL CERTIFICATE. THIS IS ILLEGAL AND WILL NOT BE PROVIDED.

ACCIDENTS AND EMERGENCY

ALWAYS TELEPHONE THE SURGERY FIRST AND YOU WILL BE ADVISED OF THE APPROPRIATE ACTION.

TELEPHONE CALLS

AS YOU ARE AWARE, INTERRUPTIONS DURING THE COURSE OF A CONSULTATION CAN BE VERY DISTRACTING FOR BOTH THE DOCTOR AND PATIENT. MOST QUERIES ARE BEST DEALT WITH BY CONSULTATION, BUT IF APPROPRIATE YOUR DOCTOR WILL DISCUSS A TELEPHONE QUERY WITH YOU. IF THE DOCTOR CONCERNED IS CONSULTING, YOUR CALL WILL BE RETURNED AS SOON AS THE DOCTOR IS FREE. EMERGENCY SITUATIONS OF COURSE ARE AN EXCEPTION, AND IF YOU FEEL YOU HAVE A SERIOUS PROBLEM THAT REQUIRES IMMEDIATE ATTENTION, PLEASE DO NOT HESITATE TO CALL. ONE OF THE STAFF WILL SPEAK WITH THE DOCTOR OR THE AMBULANCE SERVICE IF NECESSARY.

COMPLAINTS AND SUGGESTIONS

WE WELCOME ANY COMMENTS AND FEEDBACK WHICH WOULD HELP TO IMPROVE OUR SERVICE AND FROM TIME TO TIME WE WILL CONDUCT SURVEYS TO DISCOVER HOW WE ARE VIEWED BY OUR CLIENTS AND TO IDENTIFY AREAS OF WEAKNESS AND STRENGTH. PLEASE FEEL FREE TO DISCUSS ANY PROBLEMS WITH THE RECEPTION STAFF OR THE DOCTOR. IF YOU PREFER TO LEAVE A NOTE, PLEASE DO SO AT RECEPTION. MORE SERIOUS COMPLAINTS MAY BE DIRECTED TO: HEALTH SERVICES COMMISSIONER 10TH FLOOR, 55 SWANSTON STREET MELBOURNE VIC 3000 PH: 9655 5200 FREECALL: 1800 136 066

MEDICAL AND SURGICAL SPECIALISTS

WHERE A REFERRAL TO A SPECIALIST IS INDICATED, YOUR DOCTOR WILL DISCUSS THIS WITH YOU IN ORDER TO ASCERTAIN ANY PREFERENCE YOU MAY HAVE.

Appointments

WE RUN AN APPOINTMENT SYSTEM AND PATIENTS SHOULD TELEPHONE THE SURGERY TO ARRANGE AN APPOINTMENT TIME. HOWEVER PATIENTS WITHOUT AN APPOINTMENT WHO REQUIRE IMMEDIATE ATTENTION FOR AN URGENT PROBLEM, ARE SEEN WITHOUT DELAY. THE DURATION OF A STANDARD CONSULTATION IS BETWEEN TEN AND FIFTEEN MINUTES. IF YOU FEEL THAT YOUR PROBLEM MAY TAKE LONGER, PLEASE ADVISE RECEPTION AT THE TIME OF MAKING YOUR APPOINTMENT SO THAT MORE TIME CAN BE ALLOCATED.

SURGERY HOURS:
Surgery times are-
Mon-Thurs 9am -1pm & 3pm-6pm
Fri & Sat 9am-12noon
Sunday and Public Holidays Closed