Armadale Family Clinic has delivered quality medical care to residents of Armadale, Malvern, South Yarra, St Kilda East and nearby suburbs for more than 20 years. The clinic specialises in all aspects of family, women’s, and men’s health.
We also have onsite Melbourne Pathology and are an Accredited Yellow Fever Travel Clinic.
The clinic is located on High St with easy access to public transport.
Ground Floor 1002-1004 High St, Armadale, VIC 3143
We are a private billing clinic. However, Chronic Disease Management Plans, Team Care Arrangements and 75+ Health Assessments are bulk-billed.
Type of Visit | Private Fee | Fee Under 16s (20% discount*) | After 6pm and Saturday | Medicare Rebate |
|---|---|---|---|---|
Brief Consultation
| $70 | $56 | $80 | $19.60 |
Standard Consultation
| $105 | $84 | $115 | $42.85 |
Extended Consultation
| $160 | $140 | $170 | $82.90 |
Long Consultation
| $200 | $160 | $210 | $82.90 |
Prolonged Consultation
| $270 | $216 | $280 | $122.15 |
Medicare rebates can be electronically claimed at the time of payment.
We require a minimum of 2 hours notice of any cancellation. This allows adequate time to allocate the appointment to another patient seeking medical care. A fee applies to non-attendance or late cancellations.
Yes. A nurse attendance fee of $80 applies except for childhood immunisations, travel immunisations, blood pressure checks, chronic disease management plans/reviews, 40-49 year old health assessments, 75+ health assessments, and health assessments for individuals with a disability.
Yes. An out-of-pocket fee applies for all repeat scripts and referrals requested without a consultation. The request will be referred to the patients’ usual doctor who will assess the request.
This service is provided in exceptional circumstances only.
Yes, new patients are welcome.
Our clinic is a private billing clinic and we prefer to run by appointments only. If you do happen to walk in, we’ll do our best to accommodate your request, but if we don’t have availability, we’ll schedule you for the next available appointment. We really appreciate your understanding! In case if you’re experiencing a medical emergency, please call 000 right away.
We encourage patients to come to the clinic for a consultation so their doctor can deliver optimal care with full access to clinic facilities and equipment. Regular patients who are unable to attend the Clinic will be referred to their usual doctor who will assess the home visit request and make appropriate arrangements for the patient.
To maintain the best level of care and for continuity of medical management you are required to book an appointment with your doctor for all scripts, referrals, and test results.
Scripts and referrals can be requested in the top right of this website or using the HotDoc app.
If required, we recommend patients’ request a copy of their pathology/radiology results at the time of consultation.
Yes. Smart Recalls are a great tool to help us practice preventative medicine. We use reminder systems for Pap smears, blood tests, immunisations, health checks, care plans and for repeat planned consultations.
We enrol patients in the appropriate recall/reminder systems. You can opt out any time.
We encourage patients to arrange an appointment to see their doctor for the follow-up of all investigations undertaken.
This allows the opportunity to discuss your progress and make changes to your treatment plan (if required).
Patients identified as requiring urgent follow-up will be contacted by staff to arrange an appointment under the direction of the treating doctor.
Patients identified as requiring non-urgent follow-up will receive an SMS alert via HotDoc to arrange an appointment to discuss these results within 1-2 weeks.
If you have feedback or wish to make a complaint about the service we provide, please email us at [email protected].
If we have been unable to resolve your complaint you can contact the Health Complaints Commissioner using the following methods:
– Complete the online form here: https://hcc.vic.gov.au/make-complaint.
– Complaints can also be submitted between 9am-5pm, Monday to Friday by phoning 1300 582 113 (for translation services contact TIS National on 131 450 or through the National Relay Service: https://www.infrastructure.gov.au/media-communications-arts/phone/services-people-disability/
Telephone Communication
Telephone communication is pivotal in how patients and others connect with our practice, serving as a crucial tool for shaping a positive initial impression and demonstrating a caring, assured demeanour. Our General Practitioners and staff acknowledge the diverse communication needs of patients, including those with disabilities or language barriers. We have established internal procedures for accessing Translation and Interpreting Services.
Our team prioritizes understanding the urgency of each call by gathering sufficient information from the patient to assess if it constitutes an emergency before placing the call on hold. Every caller receives courteous treatment, with each call regarded as significant. Our staff strive to offer professional and empathetic service while endeavouring to gather necessary information, even when patients may be distressed, in pain, or otherwise preoccupied.
Respecting confidentiality and patients’ right to privacy is paramount. We take pride in delivering exceptional customer service, particularly in upholding patient security, confidentiality, dignity, and respect. Reception staff are briefed on when to forward calls to nursing and medical staff for clarification. In non-urgent cases, doctors are not disturbed during consultations with other patients but are promptly informed of pertinent information.
Non-medical staff refrain from providing treatment or advice over the phone, and test results are only disclosed once reviewed and cleared by a doctor. We have protocols in place for contacting doctors after hours for urgent or life-threatening matters or results. Staff are committed to safeguarding patient confidentiality and refrain from disclosing identifying details or account information, unless mandated by government regulations or for health insurance purposes.
Outside of business hours or holidays, a informative message is provided offering guidance for medical emergencies, non-urgent after-hours care, and the practice’s opening schedule.
Electronic Communication
Electronic communication include email, SMS, the practice website and the practice use of social media platforms.
This email policy is to provide information on how we manage our privacy and security via email communications. This email policy is adapted from and in accordance with RACGP 5th Edition standards and AHPRA guidelines.
General practices are increasingly receiving requests from patients, other clinicians and third parties for health information to be sent to them electronically because it is an easily accessible method of communicating. The Australian Privacy Principles published by the Office of the Australian Information Commissioner state that: “Health information is regarded as one of the most sensitive types of personal information.
For this reason, the Privacy Act 1988 (Privacy Act) provides extra protections around its handling.
The Privacy Act defines health information as:
Information or an opinion about:
Rationale
As all health information is sensitive by nature, all communication of health information, including via electronic means, must adequately protect the patient’s privacy. Our practice takes reasonable steps to make our communication of health information adequately safe and secure. GPs, health providers, support staff and patients should be aware of the risks associated with using email in the healthcare environment.
Policy
Our practice considers our obligations under the Privacy Act before we use or disclose any health information. The Privacy Act does not prescribe how a healthcare organisation should communicate health information. Any method of communication may be used as long as the organisation takes reasonable steps to protect the information transmitted and the privacy of the patient. A failure to take reasonable steps to protect health information may constitute a breach of the Australian Privacy Principles and may result in action taken against the organisation by the Australian Privacy Commissioner. What amounts to reasonable steps will depend on the nature of the information and the potential harm that could be caused by unauthorized access to it. The RACGP has developed a matrix is to assist practices in determining the level of security required in order to use email in general practice for communication.
Our practice reserves the right to check an individual’s email account as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.
Email configuration
Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.
We have the current protective measures in place:
General protection
Protection against the theft of information
Do not inform people of your email password.
Be aware of phishing scams requesting logon or personal information (these may be via email or telephone).
Email disclaimer
The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:
EMAIL DISCLAIMER
This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed. If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system. Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender. The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments. Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company. Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.
Email correspondence
Email correspondence sent to our email address is retained as required by the Public Records Act 2002 and other relevant legislation. Email messages may also be monitored by our information technology staff for system trouble-shooting and maintenance purpose. Patient email address details will not be added to a mailing list or disclosed to a third party unless required by law.
Incoming Email
Medical advice can only be obtained by arranging an appointment with your doctor. Medical advice will not be provided through email communication.
If you’re a patient of the clinic and your doctor has requested you forward correspondence which relates to a recent consultation, speak to our administration staff to obtain the relevant email address.
You will be asked to verify your personal details i.e. your full name, DOB, and address before we can provide you with this information.
This is to reduce spam and limit the possibility of the clinic receiving suspicious emails.
If you are sending information on behalf of a minor, again you will be asked to verify their personal details as outlined above.
IMPORTANT: In the subject heading of your email, you must add the full name of the doctor you wish to bring this correspondence to the attention to, together with the full name and DOB of the patient.
After sending, you will receive an automated reply. Please view this as confirmation that your email has been received successfully.
Email communication will not be accepted for matters which have not been previously discussed with the doctor and/or practice nurse.
Our doctors are unable to answer telephone calls whilst they are in consultation with another patient. Our staff will ask you to inform them of the nature of your call and urgency so that we can assist you further.
Outgoing Email
Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.
We have the current protective measures in place:
Email disclaimer
The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:
EMAIL DISCLAIMER
This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed. If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system. Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender. The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments. Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company. Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.
SMS
We utilize the SMS service provided by our practice management system to engage with patients, facilitating tasks such as new patient registrations, appointment confirmations and reminders, as well as patient recalls and health reminders.
The Practice Website & Social Media Platforms
Our website and social media platforms serve as vital channels for keeping both existing and new patients informed about essential information such as our opening hours, policies, procedures, services, and fees. Additionally, we periodically share insights on specific health topics. Continuous monitoring ensures that the information disseminated through our website and social media remains accurate and current.
POLICY REVIEW STATEMENT
This policy is current as of May 2024 and will be reviewed annually or as and when needed basis to ensure it remains effective and current.
The objective of this privacy notice is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.
A patient health record is information, held about a patient, in paper form or electronic form, which may include: contact and demographic information, medical history, notes on treatment, observations, correspondence, investigations, test results photographs, prescription records, medication charts, insurance information, legal information and reports, work health and safety reports.
For enquiries concerning this policy, you can contact Practice Managers at our clinics.
When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than healthcare provision, we will obtain additional consent from you.
It is important to us that as our patient, you understand why we collect and use your personal information.
The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.
The information we will collect about you includes approved identifier to verify identity such as:
You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
The practice may collect your personal information in several different ways:
When you make your first appointment, the practice team will collect your personal and demographic information via your registration.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.
In some circumstances, personal information may also be collected from other sources, including:
Various types of images may be collected and used, including:
We sometimes share your personal information:
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.
We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
The practice will not use your personal information for marketing any goods or services directly to you without your expressed consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.
The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team
We may provide de-identified data to other organizations to improve population health outcomes. The information is secure, patients cannot be identified, and the information is stored within Australia. You can let reception staff know if you do not want your information included.
Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.
The practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.
These document automation technologies are used through secure medical software Best Practice.
All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.
The practice complies with the Australian privacy legislation and APPs to protect your information.
All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.
The practice uses an AI scribe tool to support GPs take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is Lyrebird.
Lyrebird:
The practice will only use data from our digital scribe service to provide healthcare to you.
Your personal information may be stored electronically. Our practice stores all personal information securely. We prioritize electronic record storage, ensuring secure access via password protection and encryption. Our systems are regularly updated and maintained, emphasizing confidentiality through staff training and robust security measures. Our practice team members have different and restricted access levels to electronic record system via individual password to protect your information.
Staff are encouraged to lock computers when they are not at the desk to prevent your personal information seen by anyone. In case, if we have any paper record containing your personal or health information, staff are encouraged to turn the paper upside down with your information facing the ground. Paper records are scanned into your electronic file and destroyed through a secure shredding system.
You have the right to request access to, and correction of, your personal information.
The practice acknowledges patients may request access to their medical records. We require you to put this request in writing and our practice will respond within a reasonable time (5 business days).
The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact via phone on 03 9967 2662 for Caulfield and 03 9509 1811 for Armadale or email at [email protected] for Caulfield and [email protected] for Armadale.
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure. If you have questions or a complaint about the privacy of your personal information, please ask to speak to the practice manager at the practice.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
A cookie is a small file placed in your web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Our website uses cookies to analyse website traffic and help us provide a better website visitor experience.
Our privacy policy is regularly reviewed to ensure compliance with current obligations.
If any changes are made:
Please check the policy periodically for updates. If you have any questions, feel free to contact us.
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Learn how we’re improving patient care at Armadale Family Clinic
Family Clinics specialise in all aspects of Family, Women’s, Men’s Health and have onsite Melbourne Pathology, allied health and specialists as part of its commitment to multidisciplinary healthcare.
Monday to Friday | 8:00am – 6:00pm |
Saturday | 9:00am – 12:00pm |
Sunday | Closed |
