Patient Information

Patient Identification

Each time you present to reception you will be asked to identify yourself. It is highly important that we know who you are and we have entered the correct patient into the medical data base. Help us know who you are. Present with your Medicare card and be prepared to clarify your name, address and date of birth. If any of your details have changed please let us know. If you prefer not to verbally give this information, you may write it down or hand over your drivers licence.


Always arrive on time. Call ahead and speak to reception, you may not be able to see the Doctor if you are late. Our staff will inform you of any wait time and offer an alternative appointment if necessary and we regret any inconvenience this may cause. Always book an appointment if you prefer to see a particular Doctor. Speak to reception to book a longer consult if you require to spend more time with the Doctor. Wal In’s, if taken, will be put in with the 1st available Doctor. Wal Ins are restricted appointments to deal with 1 issue. Walk In’s do not get to choose which Doctor they will see and cannot be guaranteed a wait time. Emergencies will be triaged and dealt with accordingly. Emergencies have priority. 


All fees must be paid for on the day. Please be advised that there will be an additional fee of $15 for any outstanding balances not paid on the day of service. This is to cover the administrative costs associated with following up on unpaid account. 

Tyro Medicare Easyclaim is available. Medicare patients, when paying your account in full, this allows an instant refund of the Medicare/ government rebate from Medicare to your Cheque or Savings account using our integrated EFTPOS machine. You will need to bring your debit card linked to savings or cheque account. A surcharge may be applicable on all EFT/Credit Card payments.

We do not keep cash on premises, so if paying with cash please ensure you have the correct amount. Change may not be able to be given. 

After Hours Details

For after-hours advice please call 0437 216 028. Fee involved. Must be regular patient.

Home Visits
Patients who request a Home Visit will be encouraged to come to the practice if at all possible so we can deliver optimal care with full access to practice facilities and equipment. Regular patients who are unable to attend the surgery will be referred to their usual doctor who will assess the request on its merits and make appropriate arrangements in each case. Home Visits will only be offered to patients who live within 5km of the clinic and are a regular patient. All home visits are charged privately. 

Complaint Management 
All doctors are independent medical consultants who have established their business at one of our locations. Please discuss any concerns you have with your doctor, or you may ring/write to the practice manager who can follow up any problem on your behalf. If you wish to take a complaint further you can ring the Health Complaints Commissioner on 1300 582 113

Zero Tolerance
Under no circumstances will verbal and/or physical abuse towards independent medical consultants and/or Staff be tolerated. Any person found doing so will be asked to leave the premises and the authorities will be called. You will no longer be welcome in the clinic.

Police will be called for the following reasons – Abuse – threatening staff – refusing to leave the premises when asked

An independent medical consultant is available during normal surgery hours for emergency advice. Our front line staff are experienced in deciding the appropriate response to any phone request. Non-urgent phone messages will be returned after the doctor finishes their shift so as not to interrupt the care of other patients with appointments.

Social Media
The Code of Conduct contains guidance about the required standards of professional behaviour, which apply to a health practitioner whether they are interacting with a patient in person or online. Communication will not be responded to via social media.

Email Policy
Email is not a secure messaging system and emailing private clinical information is in breach of the Privacy Act and the Policies and Procedures of MyClinic.
Therefore patients, service providers and organisations should never email any clinical information.
It should be noted that the independent medical consultants do not respond to emails sent from patients. Patients should always phone our reception staff on the clinic and make an appointment or leave a message for your doctor. 

Patient Privacy
This practice is committed to maintaining the confidentiality of your personal health information. It is the policy of this practice to maintain security of personal health information at all times and to ensure this information is only available for authorised members and staff in compliance with the Privacy Act.

 Privacy Policy.

Access to Information 

Personal health information about a patient will only be released in accordance with the relevant privacy laws.  Fees Apply 

Follow up and test results
A computerised reminder system is available and used for follow up of any medical conditions and test results. 

Our practice policy is to have all patients to return for a consultation to obtain and discuss test results. Please ask the doctor at time of your booking (or pathology nurse), how long it will take for these results to be received by the clinic so that a convenient appointment can be made. To maintain confidentiality, results will not be given out over the phone. 

For continuity of care it is recommended that you see the same doctor for test results.

Text messages are used for reminder service to recall patients regarding making an appointment to follow up on test results.

This surgery participates in State & National Registers.

Cultural Background Details
Please advise a reception staff member or your doctor of any cultural background when you arrive for your appointment. An interpreter service can be arranged for your consultation, if required. Please discuss this with reception prior to your appointmen