Please note that there is a fee increase for all consultations starting 1st July 2024.

Monash Doctors Surgery is a mixed billing clinic. Bulk Billing will continue to be available to Pension/Healthcare Card holders and Children under 16 years.

Out of pocket expenses will apply to other patients.

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 pass on transaction fees for card and digital payments: 2.0% for American Express and Diners Club, 1.5% for Visa and Mastercard (credit), and 0.7% for Visa and Mastercard (debit), with no surcharge for EFTPOS or cash payments. We do this in line with the RBA rules.

A full breakdown of fees is available at reception.

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 calling our practice. We will happily reschedule your appointment.

If you cancel within the 4 hours or do not attend your scheduled appointment, a $40.00 non-attendance fee will apply.  If you have a cancellation fee, it will require payment before you can schedule another appointment.

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.

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. Yet as all Dr’s will screen patients over the Telehealth appointment and can advise if your next appointment will need to be in the practice and if it requires a longer booking.

Test results are only given to the patient concerned by a doctor. However, you will generally be asked to make an appointment with your doctor to follow up.

Medical Certificates can be provided by your doctor (via email if it’s a Telehealth appointment) 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.

Telehealth consults incur the same fee as face to face appointments (fees are applicable to patients 16 years of age and older who do not have a concession card/pension card). 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 AutoMed. We’ll handle your Medicare rebate online.

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 with pathology.

Work cover patients will be treated the same as regular patients.

None of our doctors see:

• existing work cover patients who have a new claim
• new patients having work cover claims

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.