Patient Information
Please read below the important information for all new and current patients at our Medical Centre. If you do not understand any of the below information, please speak to our friendly reception staff over the phone or at your next appointment.
Appointments
To minimise delays, consultations are by appointment only. Every effort will be made to accommodate your preference for doctor and time. We also ensure that there are appointments available each day for patients who find themselves ill. If your usual doctor is not available please feel free to see any of the other doctors in the Clinic. You are also able to change doctors if you wish. Longer appointments are available when required, please inform our receptionists if this is necessary. If you are unable to keep your appointment, please let us know well in advance so that we can give your appointment to someone else.
Zero Tolerance Policy
Boronia Medical Centre has a Zero Tolerance policy for abusive or threatening behaviour directed against doctors, staff or patients.
This includes shouting, swearing, threats, name calling, racist comments and inappropriate gestures.
Without exception, abusers will be required to leave the clinic immediately and transfer their medical care to another practice.
Medical Emergencies
Emergencies will be attended to immediately. Patients with appointments will be contacted if there is any unforeseen delay or if your doctor has been called away, please ensure we have your correct details when making an appointment.
Home Visits
Home Visits may be possible for patients in nursing homes that have been current patients of our clinic. Please call Reception to enquire about a home visit.
After-Hours arrangement
Our Locum service offers after-hours treatment in your own home. When we are closed you can obtain urgent medical care by telephoning the Home Doctor Service on 13 26 60.
Medical Certificates
If you require a certificate please ask the doctor during the consultation. Medical certificates are legal documents and doctors are not permitted to backdate them.
Test Results
We use an automated results system which will send an SMS to your mobile phone regarding your results. If you have opted out of SMS or do not have a mobile phone, we ask you call to check your results have been received and reviewed. Please do not assume your results are normal if you do not hear from us.
Prescriptions
If you are taking prescribed medication, it is important for your condition to be reviewed regularly. Repeat prescriptions will not be issued unless you attend your doctor for review, except in special circumstances by arrangement with your doctor. In these cases there may be a cash charge of $10.00 for your doctor’s time. This will be an out of pocket expense and not claimable with Medicare. We will generally decline phone scripts if you have not attended within the past 3 months.
Telephone Enquiries
If you have a query and our receptionist or nurse is unable to help you, a message will be left for the doctor. Doctors cannot interrupt consults to take phone calls. If you are having problems, please make an appointment with one of our doctors.
Of course, emergencies are an exception, so please make it clear if the matter is urgent.
Referrals
Specialist referrals require an assessment of your condition by the doctor and preparation of a referral letter. Referrals will not be issued unless you attend your doctor for assessment, except in special circumstances by arrangement with your doctor. In these cases there may be a cash charge $10.00 for your doctor’s time. This cost will be entirely out of pocket as Medicare does not cover services without consultation. Referrals cannot be backdated under any circumstances. It is the patients responsibility to make sure they have a valid referral prior to attending specialist appointments.
Complaints
We strive to keep all our patients happy, however, if you have a complaint please speak to a staff member, who will pass your concern onto our Practice Manager.
If you feel your complaint has not been dealt with to your satisfaction, you can contact the Health Services Commissioner on 1300 582 113
Email: hsc@dhhs.vic.gov.au
Patient Privacy
Your privacy is important to us. Click the link below to view our Patient Privacy Policy.
 Patient-Privacy.docx (307kB) |