PATIENT INFORMATION
After Hours Medical Service
For after hours medical attention you may contact the Doctor Doctor Locum Service on 132 660. Alternatively, you may attend the Emergency Department of the Monash Medical Centre, Alfred Hospital or the Epworth Hospital. Urgent care clinics are available at:
408 Huntingdale Road, Mt Waverley.
For life threatening emergencies, remember to dial 000 for an Ambulance.
For Non-English Speaking Patients
The clinic uses the Translating and Interpreting (TIS) National and Auslan interpreting services to assist patients with their consultation. Please speak to reception if you require us to book an interpreter for your consultation.
Appointments
Hanover Street Medical Centre offers a wide range of healthcare services to patients in the South Eastern Suburbs. Please call (03) 9568 7377 for an appointment or book online at www.hotdoc.com.au. Every effort will be made to accommodate your preferred time and doctor. If you are unable to obtain an appointment with the doctor of your choice, we will advise you of the availability of other doctors at the time. Emergencies will always be given priority and our Practice Staff will advise you if there is any unforeseen delay or your doctor has been called away. If you are a new patient, you can either fill your details in online or download the and bring it along with you to your appointment.
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Patients with appointments will get priority, except in emergency situations. Patients who present without an appointment will be seen in accordance with the practice protocol and may be subject to long waiting times.
If you are a new patient, you can either fill your details in online or download the New Patient Form and bring it along with you to your appointment. The New Patient Form can be found here.
Long appointments available
If you foresee your health concerns requiring more complex care, please inform the practice staff so that a long consultation can be booked.
Eg: Procedures, Care Plans, Work Cover related problems, Medical Examinations and Reports, Travel Vaccinations, etc.
Appointment Fees and Billing
During normal business hours consultations will be Bulk Billed for all Pensioners, Commonwealth Senior Health Card Holders, Healthcare Card holders, DVA Card Holders and children under the age of 16 years with a valid Medicare card. Private fees for a standard consultation will apply for all other patients. Private fees are usually levied for Home Visits. Sometimes an additional charge may apply for dressings and vaccines that are not covered or refunded by Medicare. Due to Medicare regulations private fees will also be levied where there are additional charges applicable. Certain procedures and tests are not covered by Medicare rebates. Any out of pocket fees will be discussed with you during consultation. For clarification on fees and charges, please ask our Practice Staff.
Phone Calls
To give each patient the best consultation possible, Doctors prefer not to be interrupted by phone calls. Reception staff are happy to take a message, and the doctor will return your call as soon as they are available. In the case of an emergency your call will always be put through to a Nurse or Doctor immediately. Electronic communication is used only for correspondence of a non-sensitive nature, with email being checked on a daily basis. Requests for appointments, referrals,
scripts, etc should not be sent through email. An appointment with a Doctor is always required.
Practice Communication Policy
Our practice’s communication policy can be viewed here.
Test Results
Due to the privacy laws and medico-legal policy governing release of privileges, Medical Information, Pathology and Radiology results will not be given over the telephone. Follow up appointments with the relevant referring doctor should be made where appropriate. Doctors will also ask if the patient would like a reminder letter for future recall for ongoing medical care and they will be added electronically during the consultation.
Recalls & Reminders
We are committed to preventative care. Your doctor will request your permission to be included in our reminder system. We may issue you with a reminder notice from time to time offering you preventative health services relevant to your care. If you do not wish to be part of this system please advise your doctor or the practice staff. Our practice participates in a recall and reminder system. As a result, you may be contacted for clinically significant results or other significant findings.
Transfer of Patient Files
We have developed a policy to protect patient privacy in compliance with Australia’s privacy legislation. Although these requirements sometimes cause inconvenience to patients and staff, this policy must be observed. A signed consent form is required before information is shared with a third party.
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Home Visits
It is preferred for patients to be seen at the surgery due to medical supply access, however Home Visits for those with a condition that prevents them from attending the surgery, can be arranged. These Home Visits are only offered if the patient is unable to attend the surgery because of a medical condition and not due to a lack of transport. Please ring as early as possible in the day, for arrangements to be made. If an after hours visit is required, please call the locum service Doctor Doctor on 132 660. This service is available on weekdays from 6.00pm to 8.00am, weekends from 12.00pm Saturday to 8.00am Monday morning and all day on public holidays.
Referrals & Scripts
Referrals to a specialist or allied health-care professional requires a medical examination by your doctor so that an appropriate letter can be written. Therefore, no referrals will be given without a consultation. In the interest of good health and safety, prescriptions can only be issued by consultation. While this can sometimes be inconvenient, it is essential for safe practice and medico-legal issues.
Management of your Personal Health Information
This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. Our patient privacy policy can be found here.
Complaints
Patient satisfaction affects health outcomes and Hanover Street Medical Centre acknowledges that patients are an important source of customer feedback. Your suggestions or complaints allow us to improve our services. The practice aims to resolve complaints as they are reported. Please take the opportunity to register your complaint in writing. Patients should also feel free to complain anonymously if desired.
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Under the Health Service (Conciliation and Review) Act 1987 people with complaints should try to resolve them directly with the health service provider. If a satisfactory outcome is not achieved then the complaint can go directly to the Health Service Commissioner for action. The public may also call the office of the:
Health Services Commissioner:
Phone: 1300 582 113 Fax: (03) 9032 3111
Email: hsc@dhs.vic.gov.au
Website: www.health.vic.gov.au
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Nationally Accredited
Hanover Street Medical Centre is proud to be accredited by AGPAL. General practice accreditation is an assessment process that ensures our practice meets a high standard of safety and quality, providing the best environment for patient’s healthcare outcomes. More information can be found on the AGPAL website at www.agpal.com.au/general-practice-accreditation.
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Medical Students
​As a teaching clinic, we may ask if a student doctor can be present during your consultation. It's OK to say no, just let the receptionist know before the doctor calls you in. Our clinic is proud to assist the doctors of the future gain an understanding of General Practice.