Patient Information

Consultation by appointment is preferred.  We will endeavour to accommodate “walk-ins” however; patients with appointments will be given priority unless it is an emergency.

To help us keep waiting times to a minimum, please let us know when you make an appointment: 

• If you require a longer appointment.  
• If you have more than one issue to discuss
• If you or your family member requires an interpreter (we can organise this for you). 
• If you have a preference in regard to which Doctor you wish to see.
  

Bookings can be made online or via phone: 1300 130 381

We are a Bulk-billing clinic for patients with a valid Medicare card 

Some consultations are unable to be bulk-billed therefore fees will apply, e.g.

• Driver’s licence checks including commercial vehicle licenses
• Insurance forms
• TAC
• WorkSafe claims (without claim numbers)
• Medical reports

Please ask our receptionist for current fees for non-bulk billed consultations.

We find that most problems are best managed within a consultation with a Doctor. In exceptional circumstances, our administration team will take a message and provide you with the action required. 

We avoid contacting you via email due to patient privacy concerns. Patient consent is required prior to any email communication.

We prefer that all test results are given to you and discussed in follow-up appointments with the Doctor. This ensures accurate interpretation on test results and effective management of illnesses. 

Results will only be given to the patient, guardian or nominated carer by a Doctor. Our administration team may only provide the patient with the knowledge of test results being available. 

You will be notified by text message if the Doctor wants to discuss your results with you when the results are available.

Our reminder system is utilised to enable a committed approach to preventative healthcare for chronic disease management, immunisations, cervical screening and many others. If you do not wish to receive reminders, please advise your doctor or nurse.

We welcome and encourage patients and their families to give us feedback about their experiences. Your feedback is important to us and helps us know what we are doing well and where we need to improve.

There are various options for providing your feedback:

1. Talk to a staff member or the manager of the Clinic via phone or when you next attend an appointment. 
2. Contact the Eastern Health Centre for Patient Experience: via email, phone or online form.
   

Our administration team can arrange for the transfer of medical records if a signed authorisation form has been completed.

Medical records are generally transferred directly to your nominated clinic/healthcare provider.

Please contact us for more information.

Home visits are available for our regular patients, living within a reasonable distance of the clinic whose condition prevents them from attending the surgery, at the discretion of the general practitioner.

If you require your Doctor to complete a Medical Report for insurance, employment, driving, or travel consultations, etc., please be advised that a private fee may apply.   For prices please speak to reception.

In order to comply with current health care regulations and best practice procedures, this clinic will not take requests over the phone for prescriptions, medical certificates or referrals to other Health Care Professionals.  Please schedule an appointment to see your Doctor. It is a legal requirement under the Medicare Act that a referral to a specialist will only be given after due consideration by the treating physician.

If you have had a procedure done elsewhere you should return to the medical facility for follow up as this fee would already be included in the procedure.  If you do return here for follow up after a procedure done elsewhere, we will charge a private billing fee which will not be covered by Medicare.

Please let the receptionist know if you have changed your name, address, telephone numbers, or have added a new family member.  Please advise if you have recently received a new Medicare card, or no longer have a concession or health care card.

This practice seeks to run on time, but occasionally this is not possible.  Your patience is appreciated.   Your Doctor may be treating a distressed patient, who needs extra time.   Occasionally, we have an emergency that requires immediate action and admission to hospital.   It is difficult to anticipate how long each consultation will need.  Your Doctor will be providing care to the patient before you which may require more than the allotted time.

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