Do you accept new patients?
Yes, new patients are welcome.
Do you accept walk-ins?
Our clinic is a private billing clinic and runs by appointment only. In the event of a medical emergency, call 000 immediately.
Do you provide after-hours care?
Yes. Our clinic provides after-hours care through our accredited locum service. For after-hours care or to request a home visit when our clinic is closed, please call 13 26 60.
Do you do home visits?
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.
How do I access scripts, referrals, and test results?
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.
Do you use Smart Recalls / reminders?
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.
How can I access my results?
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.
How can I provide feedback and complaints?
If you have feedback or wish to make a complaint about the service we provide, please email us at hello@familyclinics.net.
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/accesshub).
What is you communication policy?
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, address and contact number 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.
How do you protect my privacy?
We are committed to upholding patient confidentiality in accordance with the Australian Privacy Principles. All patient details and personal health records remain private and the information is only accessible to authorised staff. An information brochure is available at reception containing the full details of our clinic policy for protecting the privacy of your personal and health information.
Family Clinics specialise in all aspects of Family, Women’s, Men’s Health and have onsite Melbourne Pathology, Dietitian, and Psychology Services as part of its commitment to multidisciplinary healthcare.
