Patient information

Appointments 

The clinic runs an appointment system. Appointments can be made in person or by telephone (not by email or fax). Whilst we endeavour to run on time, the nature of health care is that delays sometimes happen.

Emergency cases are given priority and we trust you will understand if an emergency is scheduled before you. We allow up to 15 minutes for an appointment however, if you feel you require a longer consultation, please indicate at the time of booking your appointment. For example, travel vaccinations usually require a longer consultation.

When it is not possible to deal with all your concerns in a standard appointment, and the problems are non-urgent, you will be invited to make another appointment.

If you are unable to keep your appointment, please ring and cancel so this time can be offered to another patient. Failure to keep your appointment may result in a non-attendance fee. This fee is non-rebatable.

Home Visits 

Home visits are available for regular patients of the Clinic who live in the local area and are unable to attend the Clinic because of a medical condition.

These visits are generally completed between 1.00pm – 2.30pm and should be requested before 10.00am.

Visits can also be arranged for patients in nursing homes and local hospitals. If a doctor is unable to visit you when requested, arrangements will be made for the Locum Service to attend.

Home visits are bulk billed to Pension card holders.

After Hours Locum Services 

Andrew Place Clinic employs an accredited service to care for patients when the clinic is closed.

The Locum Service number is 03 9429 5677.

In the case of an emergency, please call an ambulance on 000 as there may be a delay in the locum attending. It may be appropriate to attend the local Emergency Department:

Northern Hospital 8405 8000
Austin Hospital 9496 5000
Royal Children’s Hospital 9345 5522

Results 

Please ensure you contact us to find out the results of any recent tests requested by the Clinic doctors. If a review appointment has not been scheduled, it is important you contact the clinic 2-4 days after the tests were performed.

We kindly ask that you phone for results between 11.00am – 1.00pm and 2.30pm – 4.30pm.

Repeat Prescriptions 

Our doctors practice quality prescribing of medications. We prefer to see all patients who need prescriptions but we understand that this may not be possible in all situations.
In these circumstances the doctors may, at their discretion, issue a script with a $20 fee. This fee is non-rebatable.

Specialist referrals 

Medicare rules stipulate that you must have an up to date referral before visiting a specialist.

General Practitioners are unable to backdate referrals, so please ensure you have a valid referral before seeing a specialist by visiting your doctor in advance. At the discretion of your doctor it may be possible to issue a repeat referral without a consultation. This incurs a $20 non-refundable fee

Billing 

 From July 1st 2018 our fee structure will be as follows for a standard weekday consultation:

  • Bulk billed
  • *Children 11 and under
  • *Aged pensioners
  • *DVA card holders
  • *Disability support pensioners
  • *Appointments with the nurse
  • *Health assessments
  • *Chronic disease management plan
.
  • Concession fee $53
  • *Health care card holders and pension card holders not on aged or disability pension
  • *Children 12-15

For a standard consultation, you will receive a Medicare rebate of $37.60. The out of pocket component will be roughly the same for standard and long consultations.

.
  • Private fee $74
  • *Anyone not in an above category
  • *New WorkSafe claims
  • *New TAC claims
.

After hours, Saturdays and Public Holidays there will be no concession fees. We will only Bulk Bill children 11 years old and under and all others will be billed a full private fee. No Bulk billing will apply to anyone during Private Hours - 8.00am to 9.00am Monday to Friday and full private fees will apply to all.

Andrew Place Clinic is a private billing practice. We offer a discount for payment on the day and issue a receipt for patients to claim a rebate from Medicare or we can claim for the patient via medicare online claiming for them to receive their rebate.

The current rates are posted within the Clinic. Rates for procedures such as plastering, suturing and the removal of lesions vary and will be discussed with you prior to proceeding.

Privacy 

We are committed to maintaining the confidentiality of your personal health information.

Your medical record is a confidential document. 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 to authorised members of staff.

Updating your details 

You can update your details such as name, telephone number and address by calling and speaking with our receptionist on 03 9467 1444. Please ensure your contact details are up to date at all times. We may need to contact you about results or to change or confirm an appointment.

If your child has a different surname to yours, please make the appointment under the appropriate names to help us locate the individual file. 

Reminder services 

Part of our service to our patients is to remind you of important dates such as pap smears, flu vaccines and other medical relevant treatments. Please let us know if you do not wish to be a part of our reminder system.

Telephoning your doctor 

We believe your medical problems are best dealt with by making an appointment to see your doctor. If you have a brief query, our receptionist will speak with you and put you through to your doctor where appropriate.

All queries are treated with the utmost confidentiality.

If your doctor is unable to take your call because they are with a patient, they will call you back at a convenient time.

Feedback 

We are dedicated to providing the best possible health care and patient service and are always keen to receive feedback. Regular surveys are conducted in our waiting room, so occasionally you may be asked to complete one of these. You input will help us to continually improve the way we deliver services to you, our patients.

If you are unhappy with any aspect of the care you receive from the Clinic, we want to know about it.

We are all human and liable to misunderstandings and miscommunication. It is in all our interest to resolve matters quickly.

Please provide feedback or raise any matters by using the suggestion box in our waiting room, writing to us or speaking with the Practice Manager or your doctor.

If you would like to speak with someone outside the clinic about a concern, you can contact the Health Services Commissioner on 03 8601 5200.