Patient Infomation
MIXED BILLING
Doreen Total Health Care Clinic is a mixed billing practice.
Patients under age of 16 years, Centrelink Concession Card holders and DVA Gold card holders will continue to be bulk billed. All other patients with Medicare card will incur a gap fee.
Health Assessments, Chronic Disease Care Plans and Mental Health Care Plans are Bulk Billed for Medicare Card Holders.
PRIVATE BILLING
Private Fee will apply where a service is not directly bulk billed to the patient. These include;
- Non Medicare card holder $115/$65
- Transfer of medical record to another clinic $30
- WorkCover w/o a claim number
- Appointment Non-Attendance/ Late Cancellation $30
- If you are referred to a specialist, most specialist DO NOT bulk bill so ensure you have asked for the cost of consultation before appointments
APPOINTMENTS
It is preferred that appointments are made in order to ensure the sessions run smoothly and patients obtain the best attention. However, in general, patients without an appointment may be fitted in unless other constraints apply.
Urgent Consultations will be dealt with immediately.
Long Consultations are available on request.
Short Consultations for scripts, certificates, referrals etc. are available on request.
Walk in: Patients who walk in without an appointment will be seen between appointments as long as they are willing to wait and are current patients of this clinic.
Telephone Consultations: Patients who have been seen face to face within 1 year are eligible for a Telephone consultation
ONLINE APPOINTMENTS
Appointments can now be booked online at:
Click on Doreen Total Health Care Clinic, then follow prompts for joining.
TELEPHONE CALLS
Our reception staff will attend to phone calls and book appointments as required.
It will usually not be possible to speak to the Doctor unless it is between consultations. If appropriate, our staff can take a message to pass it to your doctor.
Patients are encouraged to book appointments with Drs unless the matter is simple or urgent.
All Urgent enquiries will be dealt with as Doctor deems appropriate.
AFTER HOURS SERVICE
We have a written agreement with Home Doctor Services to provide care outside consulting hours. This organisation is accredited and provides high quality care. PH: 9429 5677/13 SICK.
HOME VISITS
Home visits are available to patients who have attended the medical centre within the previous 12 months. Home visits and after-hours attendances are provided by National Home Doctor Service by calling on 137425. Your request for afterhours home visit consultation will be triaged by the call centre prior to any attendance.
SERVICES
Most aspects of General Practice are covered including Immunisation, Pre-employment and Insurance Medicals and minor procedures.
Forms that need completion by the doctor, without requiring a consultation, can be left at the reception.
Please be aware that a delay of 3-4 days is required.
INSURANCE – Examinations & Medicals
Examinations and Medicals can be arranged by appointment. Please advise receptionist in advance.
PRESCRIPTIONS
Patients can attend the clinic or book telephone consult with their regular GP for all prescriptions.
TEST RESULTS
Patients are required to make a return appointment to follow up for their results of all investigations and follow-ups.
Our practice will advise and follow up for any clinically significant results by SMS or telephone or mail.
REMINDER SYSTEM
This Surgery has a reminder system available. Patients are advised by mail or SMS of their ‘Recall Reminder’. Should you wish to be included, please advise the Doctor or reception staff.
We also participate in the use of registers in national/state reminder systems. We may issue you with a reminder notice from time to time as appropriate.
PRESENCE OF A THIRD PARTY
If you do not wish to be accompanied during your consultations by a third party e.g. relative or friend, please inform the Doctor of our reception staff.
INTERPRETER ASSISTANCE
Upon request an Interpreter Service can be arranged for on-site or telephone assistance. Please give 24 – 48 hours’ notice if required.
HEARING & SPEECH ASSISTANCE
If required, the assistance of the National Relay Service for our Hearing and Speech Impaired patients can be arranged. Please try give 24 – 48 hours’ notice if required.
SURGICAL INSTRUMENTS
The clinic uses single use (disposable)/ reusable medical Instruments and has onsite sterilizer.
HYGIENE MATTERS
This Clinic has a Strict NO Smoking Policy.
We have hand sanitizer, hand wash and mask available for patient’s use.
10 TIPS FOR SAFER HEALTH CARE
- Be actively involved in your own health care.
- Speak up if you have any questions or concerns.
- Learn more about your condition or treatments.
- Keep a list of all the medicines you are taking.
- Make sure you understand the medication you are taking.
- Get the results of any test or procedures.
- Talk about your options if you need to go in to hospital.
- Make sure you understand what will happen if you need surgery or a procedure.
- Make sure your Doctor, and your surgeon all agree on exactly what will be done.
- Before leaving hospital, ask your health care professional to explain the treatment plan you will use at home.
MANAGEMENT OF PATIENT INFORMATION
Please be aware of how this practice uses the information collected from your Personal Health Summary and Record:
- To communicate relevant information with other treating doctors, specialists or allied health professionals.
- To follow up reminder/recall notices.
- For accounting, Medicare and health insurance procedures.
- For Quality Assurance activities, e.g. Accreditation.
- To notify any Infectious Disease.
- To comply with Court of Law Request, e.g. subpoena.
- To aid in Research Purposes (patient identity undisclosed)
At all times the strictest possible care is taken to ensure patient confidentiality. This includes not revealing results of investigations to anyone except the patient concerned, and the screening of all clinical records.
All medical information is stored securely within separate computer based or paper based files for each patient. Any patient record/information being disposed of is shredded.
If you have any concerns or wish to restrict access to your personal health information, please discuss this with the Doctor.
ACCESS TO YOUR HEALTH INFORMATION
Under the Health Records Act you have the right to access the information collected about you except in circumstances where access might legitimately be withheld.
COMPLAINTS
The Doctor is more than happy to listen to complaints, either directly or through staff. If the matter cannot be resolved after a reasoned discussion further action may be taken by contacting either of the following
Health Services Commission
570 Bourke St, Melbourne, 3000. Ph: 03 8601 5200
Medical Practitioners Board
150 Lonsdale St, Melbourne, 3000. Ph: 03 9605 0500
PATIENT FEEDBACK
As part of our commitment to continue providing quality care, a ‘Suggestion box’ has been placed in the waiting room. Your suggestions or comments will be welcomed.
Download New Patient Registration Form