Home Visits and Telephone Access
Home, hospital, nursing home and after hour visits are available for regular patients of the practice whose condition prevents them from attending the surgery and who reside within a 3km radius of the practice. These can be arranged by phoning the surgery in the morning. Our doctor in the practice may be contacted during normal surgery hours. If the doctor is with a patient and unable to take the call, a message will be taken and the reception staff will advise you as to when your call will be returned. In an emergency, your call will always be put through to the doctor.
Communication Services
For anyone who might require communication services such as AUSLAN (for hearing impaired) or a translator (for languages other than English), please let either the practice staff or doctor know and this will be arranged.
Reminder System
Our practice is committed to preventative care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to be a part of this system, please let us know at reception, or on the new patient information form.
Test Results
Our doctor will advise when they expect your results to arrive at the practice. Patients may be asked to contact the clinic reception staff to inquire if their results have been received. Patients are then asked to attend the clinic at their earliest convenience, unless deemed an emergency by the practice doctor. No results are ever given over the phone by reception staff; the treating doctor only discloses this information.
Personal Health Information
Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information all times and to ensure this information is only available to authorized members of staff.
Your Rights
If unhappy with any aspect of our service, please speak to your doctor or to the reception staff. You may prefer to write to us. We take your concerns, suggestions and complaints seriously. We are interested in improving your experience at this practice and have feedback forms available at reception on which you can give comments. Unresolved complaints can be referred to Health Services Commissioner on (03) 8601 5200, or fax (03) 86015219 or mail to level 30, 570 Bourke St, Melbourne 3000. A copy of the practice’s privacy statement is available from the reception staff.
