Patient Information

Waiting times
We understand how busy you are and make every effort to see you on time. Please arrive at least 10 minutes prior to your first appointment with us to allow sufficient time to complete new patient registration forms and other necessary documents prior to your appointment.

Despite our best intentions occasionally we experience delays due to unforeseen circumstances. This may be because someone has needed unexpected urgent attention. We make every effort to prevent such delays but sometimes they’re unavoidable. Reception will inform you and offer an alternative appointment if necessary and we regret any inconvenience this may cause. Be assured when it comes to your turn, the doctor will give your health, the time it deserves.

MyClinic Prahran does not accept walk-in patients after 6pm on weeknights, or after 4pm on weekends

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.

After Hours Details

For after hours care please call 0437 216 028 (fees apply).

Home Visits
We encourage patients 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.

Complaint Management 
All doctors are independent contractors. 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 Doctors 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

Communication
A doctor 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 to doctors.
It should be noted that doctors 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 the doctor to phone them if they wish to discuss any medical issues

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.

MyClinic Privacy Policy.

Access to Information 

Personal health information about a patient will only be released in accordance with the relevant privacy laws and at the discretion of the patient’s usual general practitioner.  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 appointment.