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.

CONSULTATION FEES
We are a private General Practice and charge private fees. These fees are updated on the 1st of July each year.

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.

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.

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.

PATIENT FEEDBACK &  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. Results will not be given out over the phone. 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/REMINDERS
A computerised recall/reminder system is used for follow up of any medical conditions.

SMS MESSAGING – 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 cancel appointments 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.