Patient Information

Monday-Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 8am – 12 midday
Sunday and Public Holidays: Closed

We are a private billing practice.  The costs of running a high-quality medical centre continue to rise with time and fees are periodically adjusted to account for this. Additional fees are charged for longer consultations, procedures and use of consumable items. Information on our current fees is available at Reception. Please check with your GP and or external provider for possible out of pocket costs for specialist referrals, x-rays, procedures, consumables etc.

We request that all accounts are settled on the day via cash, EFTPOS, or credit card. We do not accept AMEX. We are able to lodge Medicare claims instantly via Medicare online services and rebates are usually deposited into patient accounts within 24-72 hours. Please advise Medicare of your banking details via their website.

Accounts not settled on the day will incur a $10 account keeping fee. Appointments on Saturdays will incur a $10 surcharge fee.

Regrettably it has become necessary to introduce fees for appointments that are not kept or not cancelled without at least 4 hours notice. These fees will not attract a Medicare rebate and will be required to be paid before further appointments are made. Please do not use our practice email for this purpose. Please contact Reception for all appointment adjustments.

Standard consultations are 10 minutes and longer consultations are 20 minutes. Please advise Reception staff if you require a longer consultation, procedure, vaccination, report or any type of health care plan. This will allow us to ensure we allocate the appropriate time and resources for your needs.

We run an appointment system and aim to also accommodate patients with acute health needs who need to be seen on the day. We have a structured telephone triage system and you may be referred to speak to a Nurse to determine the urgency of your health issue and the appropriate care required. We are not a ‘walk-in’ clinic, but patients are welcome to make appointments while in the clinic, via telephone or online booking.

New patients are welcomed at our practice. Contact our Reception staff to provide your demographic information and book an appointment. Our new patient registration forms can be downloaded and completed before arriving . It is requested that all new patients arrive at least 10 minutes prior to the 1st appointment to allow for completion of registration documents. Please discuss our fees with the Reception staff when booking your appointment. You will require a 20-minute appointment as your 1st appointment as a new patient.

Appointments are now confirmed via SMS reminder, within 24 hours prior to your scheduled appointment. Please inform our Reception staff if you do not wish to receive appointment confirmations via this method. Please contact Reception for all appointment adjustments. Cancellations less than 4 hours prior to the scheduled appointment or non-attendance may incur a fee.

For the continuing management of health, we utilise a systematic monitored recall and reminder system to provide health promotion, preventative care and early detection of disease. Please ensure Reception has your current details so we can contact you. Enrolment is automatic to comply with RACGP standards. If you do not wish to receive reminder letters, phone calls or SMS reminders about your health, please advise your GP and Reception.

Patients may contact the practice to check if test results have been received. It is a policy of our practice that all test results are given and discussed in a follow-up appointment with the GP.

All patients who are prescribed regular medications require review of their condition prior to receiving repeat prescriptions. We recommend that when you submit your last prescription at your pharmacy, contact our Reception team to make an appointment with your GP for review and repeat prescriptions.

In order for referrals to specialists to be up to date and relevant, your GP will need to review your condition prior to writing the referral. It is against Medicare regulations for referrals to be post dated, therefore we would request that you check the currency of your referral when making an appointment with your specialist and if required, book in for an updated referral with your GP prior.

Please do not email messages related to health concerns, prescription or letters. Please contact Reception via telephone for all health related and appointment requests.

Home visits are available for registered patients living in the Croydon area, whose condition prevents them from attending the medical centre. Where possible we ask you to contact our Reception early in the day to help with our scheduling.

For life-threatening emergency care please call Ambulance 000

For urgent non-life threatening health care after hours contact National Home Doctor Service on 13SICK (13 74 25). Requests can be made after 6pm Monday to Friday, from 12pm Saturday and all day on Sunday.

Alternately attend the Emergency Department of either:

Maroondah Hospital
Davey Street, Ringwood East 3135

Angliss Hospital
Albert Street, Upper Ferntree Gully 3156

Knox Private Hospital
262 Mountain Highway, Wantirna 3152

All members of the practice team are committed to ensuring our patients privacy and confidentiality is maintained. We encourage patients to see a regular GP in the practice for continuity of health care. Other GPs in the practice have access to your electronic health record and can safely continue your care. Your health records are kept strictly confidential.

Our practice privacy policy complies with the National Privacy Principles and a copy can be read here.

We are required by RACGP to identify all patients who attend our practice via a 3 point check for every consultation. Our Reception staff complete this discreetly to maintain your privacy. If you are concerned by this, please speak to our Reception staff to obtain an ID card which you can provide when attending.

We are a teaching practice and often have Medical and Nursing students attending for clinical placement. The decision to have a student present and provide health care in consultations is always the decision of the patient. We obtain written consent and this is saved in your health record.

Our practice participates in the national digital health record system, which is the My Health Record. Our GPs and Nurses are able to assist with uploading Shared Health Summaries. Please speak to your GP our our Nurses if you have any questions or concerns. Information on privacy for these records can be found at www.myhealthrecord.gov.au/privacy.

Your satisfaction is important to us and we welcome your feedback as an opportunity to review our policies and procedures. If you are not satisfied we would request that you detail your complaint in writing addressed to our Practice Manager.

We welcome suggestions which can be placed in our feedback box in Reception.

If you feel that we have not addressed your complaint in an appropriate manner you may contact:

Health Complaints Commissioner
Level 26, 570 Bourke Street
Melbourne, VIC 3000
Ph: 1300 582 113

We have ample onsite parking, including parking for the disabled and bike racks. We provide ramped wheelchair access to our main entrance and Dorevitch pathology services. Our practice is located opposite Croydon railway and bus station.