PATIENT RESOURCES

Emergencies

If you are suffering from a life-threatening emergency, please call 000 immediately to seek ambulance and hospital treatment.

For urgent cases, please telephone us immediately to discuss the problem, book an appointment or walk-in directly to the practice. Alternatively, please contact 000 if the matter is too urgent to wait.

New Patients

New patients are always welcome. New patients are encouraged to complete the “New Patient Information Form” available in the Patient Forms section prior to your appointment or at the practice at the time of your appointment. If you wish to complete this form at the practice, please arrive at least 5 minutes prior to your appointment time.

Please email completed forms to hfmcfax@gmail.com with the subject line ATTN New Patient Form [insert full name] If you wish to complete this form at the practice, please arrive at least 5 minutes prior to your appointment time.

Patient Forms

Appointment & Booking Policy

Appointments for standard consultations (10 mins or 15 mins) can be scheduled with your regular doctor or the next available doctor, depending on your preference and doctor availability. In order for our doctors to maintain their high quality of service and to minimise waiting time, we would advise for patients to present with one medical issue per consult. If you wish to discuss multiple issues, please book more consultations accordingly.

We have a Cancellation/No Show policy in place. We understand that last-minute changes can occur; however, we respectfully request at least 1 hour notice if you are unable to attend so we can accommodate other patients accordingly.

Fee Policy

We are a bulk billing practice. All patients with a valid Medicare card will be bulk billed.

Patients who do not have a valid Medicare card will be considered a private consultation.

Newborns who have not received a valid Medicare card will be considered a private consultation.

Work Cover & TAC are chargeable documents. Charges are as stipulated by the Organisation.

Privacy & Confidentiality

We comply with Australian Government legislation to ensure the privacy and confidentiality of our patients are maintained at all times. Further information is also available from the Office of the Australian Information Commissioner on 1300 363 92.

Transfer of Medical Records

If you are a new or existing patient requesting records from a previous clinic/hospital, please email Reception at hfmcfax@gmail.com with the subject line ATTN Records Transfer from previous clinic/hospital [insert full name].

If you have moved to another clinic and require your records to be transferred to them, you must first request your new clinic to send the transfer request to HFMC. Please note we do charge from $25 onwards per file being sent to another practice.

Interpreter Services

If you or a family member require interpreter services, please advise us at the time of booking as this can be organised through our affiliation with the Translating and Interpreting Service (TIS National) for language interpretation. We are also affiliated with the National Relay Service, which is a government initiative for people who are deaf, hard of hearing, and/or have a speech impairment.

Reminders, Practice Information & Electronic Communications

Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time through calls or SMS. Please advise Reception if you would like to withdraw from this free service.

As a policy, we do not send any information through electronic communications like emails as it risks our privacy and confidentiality practice.

After-Hours Care

Hillscene Family Medical Centre provides after-hours care only on Saturdays. We work together with other local practices to provide an after-hours service for our patients on all other days. If you require after-hours care, please call (03) 9571 1200. Please note that after-hours consultations may incur a fee.

Always call 000 in an emergency.

Engaging with Other Services

Our practice engages in other services by having readily accessible brochures, pamphlets, posters and keeping an updated address book for services that will benefit our patients. This ensures comprehensive care for all patients of our medical centre.

Test Results, Referrals & Prescriptions

Test results (including blood tests, x-rays, and scans) are typically returned to us within 3-5 working days of being taken. If your results are “abnormal”, you will be immediately informed via call or SMS. It is important to update your contact details with us in the event we need to contact you regarding your test results or upcoming appointments.

We always advise our patients to make follow-up appointments for test results to ensure a consistently high level of care.

Any referrals or prescription requests require patients to physically attend the clinic. Unfortunately, we are unable to provide any referrals or prescriptions over the phone. Please call the practice to book an appointment, or book online.

Always call 000 in an emergency.

Telephone Calls to your Doctor

If you call the clinic requesting to speak to your doctor, you may be asked to leave a number on which you can be contacted if they are not immediately available. Most doctors return phone calls at the end of their session (either during their lunch break or at the end of the day).

If the matter is urgent, either your doctor, another doctor, or the practice nurse will be able to take your call immediately.

Please understand that in many instances, the doctor or nurse will be unable to provide advice over the telephone. Hillscene Family Medical Centre is very conscious of the risk of providing incorrect advice over the phone, and wherever possible, patients are encouraged to attend the clinic in person.

Suggestions, Feedback & Complaints

We constantly strive to maintain and improve our quality service and would appreciate any comments or suggestions you may have. Similarly, any complaints are taken seriously. Please do not hesitate to mention your feedback, suggestions, or complaints to one of our staff.

If the matter hasn’t been resolved appropriately, you feel that you need to discuss the matter outside the clinic, or if you wish to take the matter further, you may contact:

Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax: 03 9032 3111
Email: hsc@dhhs.vic.gov.au

or write to:

Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne VIC 3000
Website: www.health.vic.gov.au