PATIENT INFORMATION

Patient Information

Practice Hours
Monday-Friday 9am – 6pm
Saturday 9am – 12pm
Sunday & Pubic Holidays Closed

After Hours Care
Yarra Valley Community Medical Service
Monday – Friday 7pm – 10pm
Saturday, Sunday & Public Holidays 12pm-8pm
377 Maroondah Hwy, Healesville

1300 793 622

Emergencies
In the event of a life threatening medical emergency call the ambulance on 000
OR
Contact Maroondah Hospital (24 hr. Emergency Department)
Davey Drive, Ringwood East.
1300 342 255

Appointments
Consultation is by appointment.  Patients presenting without an appointment will be fitted in at the earliest available time.  Urgent medical matters will always be dealt with promptly. Please “check-in” with reception on your arrival to avoid an unnecessary delay in the waiting room.

If you have been delayed or will not be able to attend your appointment, please telephone the practice to reschedule or cancel your appointment.  Every effort is made to keep to appointment times but this is difficult due to emergencies, walk-in patients or unexpected longer consultations.

To help us schedule appropriately, please tell our receptionist if your consultation is likely to be long (e.g. insurance medicals, postnatal checks, pap smears, counselling, excisions) and if more than one member of the family is to be seen.

Online Appointments
We offer bookings here on our website. Alternatively, you may call and make an appointment during our normal hours of operation: 5962 4030.

Billing Policy
Please see signage in our waiting area, or follow this link.

Communication
Most problems are best dealt with in a consultation but where a consultation is not required the receptionist may take a message for the doctor and return your phone call with your doctor’s response or where appropriate may ask the nurse to take the call or respond.  Electronic communication via electronic means is conducted with appropriate regard to Privacy Laws relating to health information and confidentiality of the health information and with consent from the patient.

Recall & Reminder System
To further improve our service to you this practice operates a recall and reminder service to patients when they are due for a review of routine tests, vaccinations and general health checks.  If you would like more information about this, please talk to your doctor. Please note you can ask to be removed from this register at any time.

Patient Test Results
Our practice encourages taking responsibility for your health. Please allow 7 days for standard test results to be received by the doctor. We ask that you make an appointment to return and discuss your results, test results will only be given to the patient or the guardian of the patient who has had the test performed, as per the privacy act.  Reception staff are unable to provide interpretation of any results over the desk or phone, however may advise of any comments the doctor has made regarding the test. If any results are abnormal and/or require urgent attention we will contact you.

Transfer Of Medical Notes
Our Reception staff are happy to arrange the transfer of notes from your previous doctor: we request a copy only and your previous doctor will keep the original notes.  Please ask our reception staff for a transfer of records form, which will need to be signed by you before we can request a past history.

Patient Feedback
To help improve our service, every so often you may be asked to complete a questionnaire about this practice. The questionnaire is completely confidential.

If you have any problems with the service we offer, please discuss it with the manager or the doctor as we will always endeavor to resolve any feedback or issues directly.

If you feel that your problem cannot be dealt with within the practice, you may prefer to contact the Health Complaints Commissioner
Call: 1300 582 113
Fax: (61 3) 9032 3111
E-mail: hsc@dhhs.vic.gov.au

Write to or visit:
Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne. 3000
Victoria, Australia

Interpreter Service
To help our GP’s ensure they fully understand the nature of their patient’s problem and patients fully understand the outcome of the consultation we may use an interpreter service where necessary. This service is provided free of charge through TIS (translating and interpreting Service) 24hr telephone service  131 450

 

Services Provided

Vaccinations
All childhood vaccinations are bulk billed if the child is registered with Medicare. Our vaccinations are stored and monitored in a purpose-built vaccine fridge to maintain the integrity of the vaccine.

Skin Checks
Skin cancers are common and a significant health issue in Australia. If you have a personal or family history of any type of skin cancer, we recommend you have regular preventative skin checks. Our doctors perform skin excisions onsite, where appropriate.

Disabilities
It is surgery policy to cater for people with special needs and disabilities. There is ramp access into the building for those in wheelchairs, prams or requiring mobility aids.

Chronic Disease Prevention And Management
We are committed to helping our patients prevent the development of chronic disease. We encourage you to take advantage of our practice nurse and the time you spend with our doctors to discuss risks and concerns, and undergo assessment of lifestyle factors.

Health Assessments
For our patients over 75 we recommend a yearly health assessments, which is a comprehensive review of a wide range of health issues. Patients aged 45-49 are also eligible and encouraged to have a detailed health check to help identify chronic diseases of which you may be at risk.

Indigenous Health Assessments
We offer these assessments to all indigenous patients. The purpose of these assessments is to identify any potential risk factors that may be inherited or lifestyle oriented.

Women’s Health Checks & Pap Smears
The women’s health check is a comprehensive woman’s health review and assessment done with your doctor and nurse. It will include a pap smear, breast check and general health review.

Men’s Health Checks
Men need regular health checkups. We encourage men to have a consistent GP and see them regularly at the practice for preventative health checkups and advice.

Men over forty are recommended to have an annual Cardiovascular risk assessment this includes bloods pressure check, weight management advice, fasting blood sugar and blood fats assessment, diet and exercise assessment and advice.

For further information on our services please talk with our friendly reception staff.

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