Personal Health Information

This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. A copy of the Privacy Policy is available at reception.

Complaints

If you are unhappy with the care you have been provided we would appreciate the opportunity to discuss this with you directly. If you do not feel comfortable discussing the issue with the doctors or staff at the clinic you can contact the Health Complaints Commissioner Complaint 1300 582 113.

Telephone Calls/Communication

On occasion our doctors may need to accept urgent phone calls during your consultation, however these will be kept to a minimum, to ensure the doctor can focus on your consultation. Our doctors generally are unable to accept calls from patients during consulting hours, however if you urgently need to speak with the doctor our reception staff will take a message and ask the doctor to return your call, which generally will be during lunch or after hours.

In an extreme emergency the ambulance should be contacted immediately on 000.

No consulting or advice services are conducted by email. This must be communicated face to face by a medical practitioner or other appropriate health

protessional, unless there are exceptional circumstances

Test Results

Our doctors prefer not to provide test results over the phone and will ask that you make an appointment if a result needs to be discussed. Our reception staff are unable to provide results. On occasion the doctor may contact you via phone to discuss a result. If the doctor requires you to make an appointment the reception staff will contact you.

Repeat Prescriptions

Please remember to ask for any repeat prescriptions you require when seeing your doctor. If you are running low, prescription can be requested from your doctors, a telephone consultation will be booked with your doctor, you must have been reviewed by your doctor within the last 3 months. Please allow a week for script requests to be completed.

Repeat Referrals

Repeat referrals are subject to the same conditions as above.

Billing Arrangements

Strathdale Medical Centre is a private billing medical practice. Current fees are displayed in the clinic. A discounted fee is available to Pensioners and Healthcare Card Holders. If you are having difficulty paying your fee, please speak with your doctor.

Payment on the day is required. Payment can be made by cash, cheque or EFTPOS. We can submit your claim to Medicare directly, so the rebate will be paid to your account generally within 24-48 hrs

Item 3 $50.00 Rebate $20.05

Item 23 $90.50 Rebate $43.90

Item 44 $152.00 Rebate $84.90

After Hours Service

If you require medical assistance after hours, you can call the health direct GP advice support line (Nurse on Call) on 1800 022 222 If you require medical assistance between the hours of 9.00am – 12.00pm on a Saturday morning please ring the clinic on 54437244 and follow the prompts to speak to the On Call GP

Home Visits

Home visit requests are available upon the discretion of the treating doctor.

Communication

Telephone: All telephone calls are answered by our medical receptionist who will respond to the patients request in a timely manner.

Email: Only appropriate non-clinical matters are dealt with via email exchanges.

SMS: Our practice uses SMS messaging to remind patients of their upcoming appointments. There is no medical or identifying information used in these messages. Communication conducted with a patient via electronic means will be added to the patient’s medical record.

Medical Education

The practice is an accredited teaching practice for medical students who have chosen to specialise in general practice. As part of your consultation with your own doctor, you may be asked if the medical student can participate in your consultation. Please advise reception staff if you do not which this to occur. We encourage you to see another of our doctors in these circumstances.

Interpreter Service

Patients with language barriers issues can inform reception staff when arranging their appointment and the necessary arrangements will be made Translating & Interpreting Services 131 450

Special Features

Our surgery waiting room and consultation rooms are wheelchair accessible. There is onsite parking available with ample car parking in close proximity to the clinic.

Our doctors prefer not to provide test results over the phone and will ask that you make an appointment if a result needs to be discussed. Our reception staff are unable to provide results. On occasion either the doctor or practice nurse my contact you via phone to discuss a result.

Personal Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.

Please refer to the brochure “Personal Information, Privacy and Your Doctor’ regarding the use of personal information at Strathdale Medical Centre. All Referral Letters are created within your personal record, no automated technologies are used.

Patient Feedback

If you are unhappy with the care, you have been provided, we would appreciate the opportunity to discuss this with you directly, either with your doctor or the Practice Manager. If you do not feel comfortable discussing the issue with the doctors or staff at the clinic you may wish to contact the Victorian Government Centre for handling complaints.

The Victorian Health Services Commissioner
Level 30, 570 Bourke Street,
Melbourne, Vic, 3000
Tel: 1800 136

Waiting Times

If you have a complex condition or several issues to discuss, please book a long consultation. Despite our best intentions, we sometimes run late. This may be due to a medical emergency or patients requiring extra time in their consultation. Unfortunately, we are unable to avoid these situations.