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.

Mooroolbark Medical Centre is a Mixed Billing practice.

• Bulk Billing Available for children under 16, Disability and DVA Pensioners Card Holders
• Health Care Card Holders get a $10 reduction on fees.
• The standard consult fee is $80.00 an extra $10 will be added to accounts not paid on the day.
• Additional fees are applicable for longer consults and procedures.
• 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.
• 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.

We ask that patients make a booking ONLINE, though every effort will be made to fit patients in when possible.

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 by calling our practice at 88035700. We will happily reschedule your appointment.

• If you cancel within 4 hours or do not attend your scheduled appointment, a non-attendance fee of $40.00 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 cooperating with this policy.

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.

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.

Test results are only given to the patient concerned; this can be done via Telehealth with the patient’s usual doctor. However, you will generally be asked to make an appointment with your doctor for follow up.

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.

If you have visited our practice in the past twelve months, you can book a telehealth consultation. Please do so ONLINE. New patients must have a face to face consult with one of our GP’s in the first instance.

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.

Blood tests are performed by Melbourne Pathology which is separate from us. You do not need an appointment to have a blood test at Melbourne Pathology, just a referral from your GP.

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. New workcover claims need to be paid in full by the patient on the day of the appointment. Please call the clinic to make your appointment.

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’ using the link below or contact the VIC Health Services Commissioner on 1300 582 113.