Patient Info

Appointments and Waiting Times

Consultations are by appointment only.
Standard appointments are up to 15 minutes in length.
Longer appointments for first appointments and complex or multiple issues may sometimes be necessary.
It is important to book for the appropriate time in order to deal with all concerns and also avoid excess waiting times and inconvenience to other patients. Emergency consultations are a priority.
Home visits are available for existing patients living within a 3km radius. Our doctors may travel further for existing patients (particularly those who have moved to aged care facilities). Home visit eligibility will be assessed on a case-by-case basis.
In order to determine the nature of the emergency, our staff will triage emergency calls and may discuss with the doctors, in order to better direct your further treatment.
Some emergencies, by their nature, may be directed to an Emergency Department of a local hospital.
Same day consultations are often requested and sometimes necessary.
Our staff will endeavor to fit you in with your preferred doctor wherever possible.
An appointment with another GP maybe offered if your doctor is unavailable.
There may be extra waiting involved as you are being fitted in.

SMS Appointment Reminders

We send automatic appointment reminders to all patients to help you keep track of you appointments.
If you need to change your appointment time, please call us as soon as possible on 9509 2144.
If you do not wish to receive SMS reminders, please notify our reception staff.

New Patients & Walk-In Patients

Non-urgent results can either be received in-person or via telehealth appointment. For Telehealth appointments, please call the clinic and request this.
If you book a Telehealth appointment for results, please ensure you are in a private setting to protect your confidentiality AND notify your doctor if you are not in a private setting. We can reschedule to a time that better suits.
For non-urgent results, you may receive a text-message notification to book in for results via HotDoc – you can opt-out of this service if you like. You may also receive a call from your doctor or our nurse to notify you that your results are in. We will leave a message for you to book in if you have an identifying voicemail.
If you fail to book in for non-urgent results, we will proceed to notify you by texts Message (if you opt-in), phone calls, and lastly via mail.
Please note it is your responsibility to ensure we have your most up-to-date contact details.
For urgent results, you will receive a phone call from our clinical team notifying you to either book in with your doctor/ or to follow emergency instructions. Our clinical team will contact you after-hours, during the weekend, and on Public Holidays if necessary. If we cannot get into contact with you, we will reach out to your listed Next of Kin/ Emergency Contact. If we can still not get into contact with you, we will initiate standard results follow-up protocol.

Interpreter Service

We send automatic appointment reminders to all patients to help you keep track of you appointments.
If you need to change your appointment time, please call us as soon as possible on 9509 2144.
If you do not wish to receive SMS reminders, please notify our reception staff.

Cancellation Policy

Failure to attend or cancellation within 4 hours of an appointment may result in a cancellation fee.

Repeat Scripts and Referrals

For all current patients of the practice, if you have been seen within the last 1 month and are on regular medications listed by your doctor in your file, a repeat request may be possible to request by telephone for a standard fee.
Please note, this is not possible for any section 8 drugs.
No narcotic drugs or other drugs of addiction will be provided by phone request.
Likewise, if you require a repeat regular referral to a specialist you have seen in the past, and provided that specialist is listed on your file, a telephone request for a referral may be possible for a standard fee.

Patient Results

We do not provide any results over the telephone or by email/fax for confidentiality reasons.
When results are available; you will be contacted by the clinic to book an appointment with your doctor to discuss.
Your doctor will discuss with you at the time of consultation what time frame to expect for a return of results.
If you have not been contacted within 10 days of having your investigations done, you should contact the clinic again for a further review.
Recalls and Reminders

Communications

If you have an emergency medical issue, please dial 000 or visit your nearest ED.
For medical queries, we recommend booking an appointment in with your doctor. You may also give us a call during business hours or email us.
PLEASE NOTE: Please call us during business hours. If we are experiencing a high volume of calls, we may miss your call. Please keep trying us or leave a message and we will endeavor to call you back within 24 hours. Our email is also not continuously monitored, so please do not email us requests that are time-sensitive. We will endeavor to respond same day typically or within 24 hours at the latest. Please note we are not in office on Saturday afternoons or Sunday.
Please consult our privacy policy for information on privacy surrounding communications.

After Hours Care

For all emergencies, dial 000 for an ambulance.
For medical assistance outside our opening hours please call National Home Doctor Service and change the number to 13 74 25. They are available weeknights, weekends and public holidays.
For more information please visit https://13sick.com.au

We pride ourselves on understanding
the needs of the family, and are devoted
to being able to provide you and
your family with continuity of care.

03 9509 2166

Monday - Friday : 08:00 -17:00

Saturday: 08:00 -11:00

Sunday: Closed

Public Holidays: Closed