Please be aware that our receptionists cannot provide advice on Bulk Billing for consultations. The decision to Bulk Bill is made solely by the doctor, as receptionists are not equipped to advise on this matter. We appreciate your understanding and encourage you to discuss any billing concerns directly with your doctor.

We are a mixed billing practice.

• We are bulk billing appointments for the following:
  • Children aged 16 years and under
  • Pension card holders, Health care card holders and DVA card holders
  • GP Management plan, Team care arrangement plan and reviews
  • GP Mental health care plan and reviews
  • Health assessments

• Allied health bookings require a 24-hour notice of cancellation to avoid charges.
• The standard consult fee is $75 ; additional fees are applicable for longer consults and procedures.
• Procedures are charged a fee of $50 for non-concession and $25 for concession. Different fees may apply for longer visits, more complicated ones and for procedures such as removing moles. Information on the current private fees charged is available at reception.
• Dressing fees are charged at the below rates:
  • Complex dressing $10
  • Basic dressing $5
  • No charge for Pensioners and Health Care Cardholders
• Information on the current private fees charged is available at reception.
• Medical Reports and consultations concerning established Workers Compensation and Third-Party claims will be charged in accordance with the AMA Fee List.
• Please check with your GP regarding any out-of-pocket expenses incurred for specialist referrals, X-rays, etc.
• We pass on transaction fees for card and digital payments: 2.0% for American Express and Diners Club, 1.1% for Visa and Mastercard (credit & debit), with no surcharge for EFTPOS or cash payments. We do this in line with the RBA rules.
• Please note Telehealth and video consults cannot be booked online. Please call (03) 9563 7766 to make a booking. All Telehealth and Video consults incur a private fee. 

CANCELLATION AND NON-ATTENDANCE FEE

We understand situations may arise where you are unable to attend your scheduled appointment. If this occurs, we respectfully ask you to provide a minimum of 4 hours’ notice before your appointment by cancelling your appointment via our online booking system or phoning our practice. We will happily reschedule your appointment.

If you cancel within the 4 hours or do not attend your scheduled appointment, a non-attendance fee of $75.00 will apply. If you have a cancellation fee, it will require payment before you can schedule another appointment.

Our doctors want to be available for your needs and the needs of all our patients. When a patient does not attend a scheduled appointment, another patient loses the opportunity to be seen.

Thank you for being a valued patient and for your cooperation with this policy.

With the current challenges of COVID-19 in mind and our patients’ needs; we ask that patients CALL our practice or making a booking ONLINE. We are now conducting all initial consults via Telehealth and where required a follow-up appointment can be at the practice. This enables us to both triage patients for symptoms of COVID-19 and manages the number of patients in the practice at any one time.

Our standard appointment types have specific time allowances, so please book a longer consultation if required to be fair to other patients. This approach helps us maintain our commitment to providing each patient with the attention they deserve. Additionally, we appreciate your punctuality for appointments. Please note late arrivals may not be seen during busy periods.

We do standard 10-minute appointments. Some services like pap smears, health assessments, skin checks, or if you have a number of complex concerns to discuss with your GP, may need longer appointments.

We suggest you make a follow-up appointment to review the results together with your doctor at least 48hrs after the test. Reception is only able to advise if the results have been received however, they are not able to give you any further information.

Medical Certificates can be provided by your doctor following a consultation, unfortunately they cannot be backdated. Please try to present early in your illness should you require this service.

ALL Telehealth consultations incur a fee. Medicare cardholders who have visited our practice in the last 12 months are eligible for a rebate. Payments are required in advance, either through a secure link by phone or via HotDoc. We’ll handle your Medicare rebate online.

Please note Telehealth and video consults cannot be booked online. Please call (03) 9563 7766 to make a booking. New patients must have a face to face consult with one of our GPs in the first instance.

• Please note from November 1st 2023,  all Telehealth and Video consults incur a private fee.

The practitioners adhere to the AMA code of Ethics regarding Privacy and Confidentiality, please be assured that your medical records and consultations are kept in the strictest confidence.

Please ask the reception team for a ‘transfer of medical records’ request. This can then be provided to your previous practice / doctor.

All pathology tests require a referral from your GP. We encourage you to have this ready when appearing at the pathology collection centre for your pathology test. Some pathology tests, such as pregnancy glucose tolerance testing, require you to book directly with your Pathology provider, many of our patients visit Melbourne Pathology.

Work cover patients will be treated the same as regular patients. Please notify your employer before your first consultation so they may provide you with a claim number related to your current case. You can then make a booking online for a GP consult, which will be conducted via Telehealth (phone or video call) from within the safety of your own home.

Specialists typically require a referral letter from a GP. Please make an appointment with a GP first to ask about a referral letter; your GP will advise you accordingly. Please note, specialist referrals cannot be backdated, and you will need to discuss with your specialist any charges with them directly.

Our communications Policy details how and when we receive and return telephone calls and electronic communication.

We will not disturb a doctor during a consultation. We will let the doctor know if a patient has contacted the practice for them and will respond appropriately.

Please note emails are there for administrative purposes. We will not disclose personal information over email and will not use this method to book or cancel appointments.

We may get in touch with you via SMS or email to update you with general information about our practice or health services for your information. Any generic email communication to you is done using only a name and email, for the purposes of these communications, please be advised that no further information is stored.

If you are unsatisfied with any aspect of our practice or your consultation, complaints can be made by completing a ‘feedback form’ available in the waiting room, completing a formal ‘complaints’ form available at the reception desk, discussing your concerns directly with the Practice Manager, ‘LEAVE FEEDBACK’ on the link below, or contacting the VIC Health Services Commissioner on 1300 582 113.