Terms and conditions

Appointments and walk-ins

Our practice is appointment based, and we also welcome and accommodate walk-in patients. A standard consultation is up to 15 minutes. If you need longer, or you have several matters to discuss, please mention it when you book so we can set aside enough time.

You can book by calling (03) 7300 7780 during clinic hours, or online through HotDoc or HealthEngine.

New patients

If you are new to the clinic, please arrive at least five minutes before your consultation, or complete our new patient form beforehand, and bring:

• photo identification
• a valid Medicare card

WorkCover patients need to inform their employer and bring their employer’s contact details, so payment can be verified and arranged.

Phone consultations

Phone consultations are available, with some conditions:

• they are not recommended for anything that needs a physical examination
• they are not booked for a set time. Your doctor will call you on the same day, but it may be at any time during the day
• to remain eligible, you need to attend at least one face-to-face consultation with your doctor each year

We encourage an in-person appointment wherever possible, as it allows for the most complete care.

Billing and bulk billing

Point Cook Doctors is a mixed billing clinic. We bulk bill all patients who hold a valid Medicare card, which means no out-of-pocket cost for a standard consultation.

All procedures are subject to fees. If you are booking a procedure, please ask our reception team about the fee for it when you book, so there are no surprises on the day.

Cancellations and missed appointments

An appointment cancelled within two hours of the booked time, or not attended at all, attracts a $30.00 cancellation fee. It is payable on the day, or before your following visit.

If you can no longer make an appointment, letting us know as early as you can means the time can be offered to another patient who needs it.

Arriving late

If you are running late, please call reception and let our staff know. Patients running more than ten minutes late will be rescheduled to another time, or rebooked on another day, depending on availability.

This keeps our doctors on schedule and means other patients are not held up. Where you are late for reasons outside your control, tell us as soon as you can and we will do our best to fit you in at the earliest available time.

Paying your account

Where a fee applies, payment is required on the day of the appointment. An account that has not been settled within 14 days of the appointment incurs a late fee of $15 per week, for every week it remains unsettled beyond that first 14 days.

Test results

Results are usually sent to you by text message. For urgent results, we will contact you by phone.

If you have not heard anything, please do still follow up with us rather than assuming everything is clear. Reviewing results is a shared responsibility between you and your doctor, and results can determine whether any further treatment is needed.

Referrals

Our doctors may refer you to services outside the practice, such as for an X-ray or an appointment with a specialist. You will be given a phone number and the details you need to make that appointment yourself.

At times our reception staff will fax a referral, for example to hospital outpatients, or call on your behalf where there is urgency or a language barrier. Please note that we cannot guarantee waiting times or availability at a service outside our practice.

Help with communication

If you need help communicating during your appointment, please tell reception when you arrive. A phone interpreter may be available.

If you need an Auslan sign language interpreter, a booking can be made through the National Auslan Interpreter Booking Service at nabs.org.au or by phoning 1800 246 945.

Respectful behaviour

This practice has zero tolerance for abusive or threatening behaviour towards our team members. That includes shouting, swearing, aggressive action, threats, inappropriate gestures and name calling.

Please treat our team as you would like to be treated yourself. Anyone who is abusive or threatening will be required to leave the clinic and transfer their care to another practice. If they refuse to leave, the police will be called.

Feedback and complaints

You can give us feedback or make a complaint in writing, or raise it directly with our Practice Manager. We take all concerns seriously and use them to improve our services, and we will make every effort to address and resolve a complaint promptly.

If you would rather raise a matter outside the practice, you can contact the Health Complaints Commissioner on 1300 582 113 or complete an online complaint form at hcc.vic.gov.au.

Keeping your details up to date

Please let us know as soon as possible if any of your contact details change, including your address, phone number, email address or emergency contact. Current details mean we can reach you with results, reminders and other important health information.

Questions about a fee or an account

If you think a fee or an account is not right, please raise it with our reception team on (03) 7300 7780, or ask to speak with our Practice Manager. A billing question is much easier to sort out directly and early than to leave sitting on an account.

Asking about your own health records

If you would like to ask about the personal health information we hold for you, or ask us to correct something in it, please speak with our reception team on (03) 7300 7780 or email [email protected].

If you are not satisfied with how a privacy matter has been handled, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

About our health articles

The articles we publish on this website are general health information, written for a general audience. They are not personal advice, because what is right for you depends on your own history, your medications and your circumstances.

If something you read applies to you, please book an appointment so one of our doctors can go through it with you properly.

If something here looks wrong

We take reasonable care to keep this page accurate and up to date. Our services, fees and opening hours can change, so please contact us to confirm anything before you rely on it.

If something on this page does not match what you were told at the clinic, please tell our reception team on (03) 7300 7780 and we will check it.

Your privacy

How we handle your personal health information is set out separately in our privacy policy.