Patient Information
> Making an Appointment
> Consultation Fees
> Face-to-face consultations
> Telephone / Video-link consultations
> Communication
> Patient Feedback and Complaints
> Patient privacy
> Home Visits
> Test Results
> Interpreter
> Cultural Background
> Recall and Reminders
> SMS Appointment Reminders
> Updating Your Personal Details
> Referrals
MAKING AN APPOINTMENT
Appointments can be booked online through Health Engine OR by calling our reception team (03) 9383 2493.
During the COVID-19 crisis our main priority is to keep you safe. For this reason, we prefer to conduct most appointments over the phone or video-link, and only see you face-to-face for matters that cannot be adequately treated without a visit to the clinic.
If booking your appointment online, when asked to choose ‘What type of appointment do you need?’ – unless you are a new patient, or the appointment is for Medical Acupuncture, we prefer that you select ‘Telephone’ Appointment Type, rather than Face-to-Face, if possible.
If you have ANY symptoms of a respiratory infection, such as fever, sore throat, cough, shortness of breath, or headache, you MUST book an initial telephone consultation. During that consultation, the doctor will assess you and, if necessary, book you in for a face-to-face consultation during one of our dedicated respiratory clinics each weekday afternoon. If your symptoms are severe, and you require immediate medical attention, please call 000.
CONSULTATION FEES
We are a private General Practice and charge private fees. These fees are updated on the 1st of July each year.
For your convenience you can make a claim directly to Medicare at the time of payment. Refunds are issued by Medicare directly via EFT using your Savings or Cheque account.
Our current fees are displayed at our reception desk.
Some medical screens such as employment or vehicle licence medicals are not covered by Medicare Australia. All fees will be advised to the patient prior to services being rendered and are expected to be paid in full at the time of your appointment.
We bulk bill all Aged Pension and DSP (Disability Support Pension) card holders and charge a discounted rate for people who hold other pension cards, and for children 15 years and under.
Telephone / Video-link consultations
The Government has funded ‘telehealth’ until 30 September 2020.
A telehealth consultation will incur a private fee (it is the same fee as for a face-to-face consultation and attracts the same Medicare rebate). However, you will be bulk-billed for Telephone or Video conferencing consultations if you are a person who:
- is required to self-isolate or self-quarantine in accordance with guidance issued by the Australian Health Protection Principal Committee in relation to COVID-19; or
- is at least 70 years old; or
- identifies as being of Aboriginal or Torres Strait Islander descent—and is at least 50 years old; or
- is pregnant; or
- is the parent of a child aged under 12 months; or
- is being treated for a chronic health condition; or
- is immune compromised; or
- meets the current national triage protocol criteria for suspected COVID-19 infection.
Consultation Fee Policy – General Practice
Consultation Fee Policy – Specialised Services
COMMUNICATION
Our Clinical Team is available during normal surgery hours for emergency advice. Our Team is experienced in deciding the appropriate response to any phone request. Non-urgent phone messages will be returned at a time that is allocated for the Doctors to do so.
Phone calls are not generally put through to doctors during consultations. Our receptionists can take a message and pass it on to your doctor. If the matter is urgent, please let our receptionists know immediately. Your call may be transferred to our nurse for triage.
PATIENT FEEDBACK AND COMPLAINTS
We encourage your feedback at this practice, either verbally or in writing. If you think we can do something better or are pleased with the service you have been provided than please let us know. A suggestion box is situated in our Waiting Room for your convenience.
If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly. If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC:
- fill out a complaint form online at hcc.vic.gov.au or
- phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss the issue.
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 that this information is only available for authorised members our team to comply with the Privacy Act.
HOME VISITS
Home Visits can be provided by mutual agreement between you and your GP. Patients who have concerns about their immediate health should call an ambulance for emergency treatment.
TEST RESULTS
Our Doctors check results daily and can discuss them with you in person or during a booked telephone or video consultation. Please make a follow-up appointment at Reception to discuss all results.
INTERPRETER
An interpreter service can be accessed for your consultation. Please discuss this with Reception prior to your appointment to arrange an interpreter.
CULTURAL BACKGROUND
We collect information on your cultural background to assist us with optimising your health management.
RECALL and REMINDERS
A computerised recall/reminder system is used for follow up of any medical conditions.
SMS APPOINTMENT REMINDERS
Moreland West Medical Centre continues to send SMS reminders for appointments. Patients will need to confirm their attendance by replying YES or NO.
If you reply NO to an SMS Reminder, your appointment will automatically be cancelled giving other patients on our waiting list the opportunity to book with their preferred Medical Practitioner.
Failure to attend an appointment without cancelling will incur a fee, this fee is based on the length of consultation time booked. Your medical care is our priority, please call us with any concerns.
UPDATING YOUR PERSONAL DETAILS
It’s very important that you make us aware if your contact details change. Please update you contact details with our front desk team member.
REFERRALS
Doctors in this practice are competent at handling common health problems. When necessary, you may be referred to a specialist for further investigations and opinions. You can discuss this with your doctor.
Moreland West Medical Centre – your Brunswick GP. Serving the areas of Brunswick, West Brunswick, Pascoe Vale, Coburg, Moonee Ponds, Essendon, and beyond.
