Management of your personal health information

Appointments

• Your medical record is a confidential document
   

• It is our policy to maintain the security of your personal health information at all times and to ensure that it is only available to authorised members of staff
   

• All records are computerised and password protected
   

• We require your consent to share your medical records outside this practice
   

• If you request a transfer of your medical records to another practice there is a $50 fee associated with this transfer
   

• Please advise us if your details alter so that our information is accurate and up to date
   

• Administrative staff with access to your personal health information have signed confidentiality agreements
   

• If there are any concerns regarding information collected at the clinic and how it is used please discuss the issues with the Practice Manager or the doctor

• All consultations require an appointment
   

• You can book an appointment online or call reception during office hours
   

• If there is no online appointments available, please call the clinic to see if we have any openings
   

• The clinic has a few on the day appointments available. These appointments book quickly so please ring the clinic early
   

• During COVID-19 restrictions we are offering video and phone appointments. Patients will attend the clinic if medically required
   

• We offer SMS or phone call reminders two days prior to your appointment
   

• We do have a $40 fee for missed appointments
   

• There is a late cancellation fee if you give less than 24 hours notice
   

• If the clinic is closed you can leave a message on the answering machine and we will return your call during office hours
   

• For Telehealth (Video) consultations, please download AMS Connect on the Apple App Store or Google Play Store

New Patients

• If you are a new patient you can book your appointment online or you can call reception during office hours.
   

• New patients are required to complete a registration form. If you book an online appointment you will complete it as part of your online booking.
   

• If you attend the clinic to collect a registration form you need to complete and return the form prior to your appointment.
   

• For your first appointment you will need to bring in all your medicines or Webster Pack, your Medicare care and your Pension Health Care card if you have one.
   

• On the your first appointment you will be seen by the practice nurse to register your medical details into the clinic. Then you will see the doctor. Allow 30 minutes for this appointment.
   

• We require new patients to read and sign the policies of the clinic form, to be accepted as a patient in our clinic.

Test Results

• All pathology and diagnostic imaging test results require an appointment with the doctor to discuss the results
   

• It is not the policy of the practice to give test results over the phone
   

• The only results given over the phone are normal pap smear results
   

• The clinic sends patients SMS reminders and recalls to follow up test results or health checks

Complaints

• We take complaints and concerns seriously. You can discuss any issues with a member of staff.
   

• We would try to respond to any complaint within 30 days of receiving it in writing. If you wish to take the complaint further refer to the details below.
   

• You may also contact the Office of the Health Services Commissioner (OAIC), Complaints and Information. Telephone: 1300 582 113; Fax No: 90323111; Level 26, 570 Bourke Street, Melbourne, 3000; Email:; Web: