Patient Information

Consultation

Consultations are preferred by appointment but we see walk-in as well

The standard appointment is 10 minutes. Please notify the reception staff if you require a longer appointment.
Please notify reception upon your arrival.

Appontment Types

Brief
5 minutes

Prescription only consultations

Normal
10 minutes

Renewed prescriptions and ongoing referral letters, routine care, preventative care, chronic care, referral letters to new specialists

Long
20 minutes

Forms, more than one issue, care plan reviews, minor procedures or at the doctor’s request

Extended
30+ minutes

Full medical check-ups, more complex procedures, new care plans, diabetic assessments, pre-employment / license medicals or at the doctor’s request

Patients are encouraged to ensure that all contact details are correct. This helps us contact you in regards to results or changes of appointment etc.

Fees & Billing

Werribee Health Care offers Bulk Billing to all patients who have a current Medicare card at the time of consultation. Private consultation fees will be apply prior to consultation for patients who do not have valid Medicare Card.

Results of tests

The doctor will advise when they expect the results to arrive at the practice. Results are only to be discussed in consultation with your doctor. Please make an appointment to see your doctor after having the tests performed. Our recall system is a follow up process where by patients are contacted to return to our practice to receive the results of tests. The doctor notify the reception staff of patients they wish to recall and see in the following week. Our practice attempts to contact these patients via phone and SMS. Patients are encouraged to make appointments to follow up with test results.

Recall & Reminder System

Our practice is committed to preventative care. Your Doctor will seek your permission to be included on our reminder system. We may issue you with a ‘Reminder Notice’ from time to time, offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please advise reception or your doctor.

Disabled Facilities

Our practice provides wheelchair access and staff will assist any patients when necessary. We have disabled parking at the front of the practice. We have disable reception counter.

Interpreter Services

Patients who do not speak English, have the option of choosing to have professional interpreter services used or for a family member to be present to act as the translator.

Records

In our practice we have electronic records. All patient histories are recorded on computer and are accessible at either clinic. These records are backed up daily to prevent any loss. All incoming histories, documents and letters are scanned into the computers and saved in the appropriate patients history.

Unacceptable Behaviour

Our practice has a zero tolerance for unacceptable behaviour. We will not tolerate any behaviour that is violent, threatening, abusive or aggressive. Any patient displaying such behaviour will be asked to leave the premises immediately and if necessary the police will be called.

In the event of a repeat offender the patient will no longer be seen at our clinic.

Personal Health Information

Our practice abides by the Health Records Act 2001. The act covers the collection, handling and disposal of personal health information. If you wish to have a copy of your records transferred to another clinic, a signed consent request form must be received from the other clinic. Please note that your original record will be kept at our practice to comply with the law. A fee is applicable for this service.

Smoking Policy

Our practice has a no smoking policy.

Telephone Access

Doctors in our practice are happy to speak to you over the phone when necessary, If the call is non-urgent, the doctor will return the call at the end of the session. Emergency calls will be transferred to the doctor or a nurse immediately.

Patient Feedback & Complaints

We value your opinion on the facilities and services our practice offers. Feedback may be given using the suggestion box at reception or by speaking or writing to your doctor.

Alternatively you may wish to contact:

Health Services Commissioner
30th Floor, 570 Bourke Street
Melbourne VIC 3000
Ph: 1800 136 066

Patients can express complaints in writing to the practice manager and a copy will be kept for our records.