Patient Information

After Hours Medical Service

For after hours medical attention you may contact the Australian Locum Medical Service on 132 660.  Alternatively, you may attend the Emergency Department of the Monash Medical Centre, Alfred Hospital or the Epworth Hospital.  For life threatening emergencies, remember to dial 000 for an Ambulance.

For Non-English Speaking Patients

We use the interpreter service: 1300 655 08. Auslan is available for patients who are deaf.


Please ring (03) 9568 7377 for an appointment or you can also book online.  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.

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.

Long appointments available

If you foresee your problem(s) requiring more complex care, or a longer time, please inform the practice staff so that a long consultation can be booked.

Eg. Procedures, Care Plans, Pre-employments, Work Care related problems, Medical   Examination and report, Travel Vaccinations etc.

Appointment Fees and billing

During normal business hours most consultations will be Bulk Billed for all Pensioners, Commonwealth Senior Health Card Holders, Healthcare 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 some 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 Medicare rebate able and the fee for these will be discussed with you during consultation.  For clarification on fees and charges, please discuss it with our Practice Staff.

Phone Calls

If you need to speak to a doctor in an emergency, you should contact the surgery and emphasise the urgency.  If a doctor is consulting and the matter is non-urgent, the practice administrator will take a message and arrange for the  doctor  to return your call.

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 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.  A copy of the privacy policy is available on request.

Collection of X-rays

Any patient who has diagnostic imaging needs to collect their films.  It is imperative that you collect your films as the clinic is not able to store them for you and it is crucial that you have these films for future comparison.  This practice will hold the films for 3 months.  After this time they will be destroyed.

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, a private, out of pocket fee is payable.

Referral & Script

Referral 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.


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 an opportunity to register your complaint either verbally to staff, in writing (a letter) or via our suggestion box which is located at the reception desk in the waiting room area.  Patients should also feel free to complain anonymously if desired.

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



For your own health and that of others, smoking is not permitted in the clinic.


WARNING: Please book a phone consult if you have respiratory symptoms of fever, cough, sore throat, or shortness of breath, loss of sense of smell and taste

WARNING: Please book a phone consult if you have been overseas in the past 14 days

WARNING: Please book a phone consult if you have possible contact with a Positive Coronavirus (Covid19)

Your doctor will conduct an initial phone consult to determine and advise on treatment or testing if required.

Alternatively, please call The Department of Health dedicated Coronavirus Hotline 1800 675 398 for advice. If required, they will direct you to the nearest testing centre.