PATIENT GUIDE

Covid-19 Policy

Your safety is paramount to us.

We have updated our safety and infection control policy in adherence to the Department of Health guidelines.

Please note that if you’re experience any symptoms for covid-19, upon your arrival to the practice, please remain in your car and call the practice to let them know you have arrived. After a short triage process, the staff will inform you if you can enter the practice.

You are encouraged to wear a mask when attending your appointment.

Privacy

Privacy and confidentiality of patients is observed at all times by the Doctors and staff, this is in accordance with the Royal Australian College of General Practice (RACGP) Standards and the relevant legislation.

In addition to this, taking photos or video whilst in the practice is not allowed, this is to protect privacy of each individual that is in the clinic.

New Patient Policy

If you are a new patient, we kindly request you to please arrive 10 minutes before your appointment time to provide ample time to complete the registration form and other documentation.

After Hours Arrangements

Mediclinic employs an after hour locum service. This is a bulk billing service. They can be contacted on 132 660 for a home visit outside of the Practice hours.

Appointments

The Practice prefers to see patients by appointment. Urgent appointments can be arranged where necessary in accordance with the practice Triage policy. Long consultations with the Doctor are available upon request. Please notify the reception staff if you require a long consultation.

Patients will be seen in appointment order to minimise waiting times, although emergencies and urgent matters take precedence.

We require 24 hours notice for any appointment cancellation or reschedule request. 

Billing & Fee Advice

We are a mixed billing practice; some consultations are Non-Medicare rebatable service items and some could incur out of pocket costs.

Please call 9544 – 1555, to speak to our friendly staff regarding the cost of the anticipated consultation or about your upcoming appointment.

All Private fees must be paid at the time of the consultation as we do not hold IOUs.

Patients with Medicare cards are eligible for a Medicare rebate. Electronic lodgement of the claim for the Medicare rebate can be processed at the time of payment. This will be directly deposited into the nominated bank account held by Medicare or by cheque.

Bulk-billing is available at Mediclinic for children under 16 years of age and patients with valid Centrelink Concession cards, including Health Care cards and Pension cards (Medicare and concession cards must be presented at each consultation).

Please bring your Medicare card and/or any concession or health care cards, or Health Insurance Card (either NIB, BUPA. Medicare or Allianz) and a photo ID; upon your arrival, please ensure to present them to our reception staff.

Cancelation Policy

As a valued patient of Mediclinic, we acknowledged that your time is valuable and we endeavour to see you in timely manner. By the same token we kindly request that you please extend the same courtesy to us and to your fellow patients, by attending your appointment and arriving on time.

If you can no longer attend the appointment, please cancel or reschedule by calling (03) 9544-1555 (during clinic hours: Mondays to Fridays 9am -6pm)

 We require minimum 4 hours’ notice (excluding afterhours or weekends) for any appointment cancellation or reschedule request.

$40 fee may apply if you cancel less than 4 hours prior (excluding after hours or weekends) to your appointment or if you fail to attend your appointment or No show.

After Hour Appointments

Mediclinic employs an after hour locum service. This is a bulk billing service. They can be contacted on 132 660 for a home visit outside of the Practice hours.

Recalls

On a daily basis abnormal results are recalled and patients are contacted to attend the clinic for review. We encourage all patients to follow up their investigation results, despite this recall policy. Patients are encouraged to make an appointment with their Doctor to discuss their test results.

Reminder Systems

State and National reminder systems are in place for mammograms, Papsmears, Immunizations, Health assessments, Diabetes assessments, Medication Reviews and Care Plans for patients.

Health Promotion

Health promotion is an important part of preventative medical care. Early detection and intervention is always best. Various brochures are available in our waiting room, so please help yourself to any of particular interest. Alternatively, speak to your Doctor.

Complaints

Patients and visitors are encouraged to inform their Doctor, Practice staff or the Practice Manager if they are unhappy with any aspect of their visit to Mediclinic.

 

Complaint forms are available upon request.

Patients can also refer their grievances to:


Health Complaints Commissioner
570 Bourke Street , Melbourne Vic 3000
Tel:
1800 582 113

Or online at: https://hcc.vic.gov.au