• Your preferred time and doctor will be accommodated whenever possible
  • For complicated problems or if you have several issues please request a longer appointment so that we can properly address your problem
  • We always try to run on time, however we may have to treat unexpected emergencies and problems
  • Life-threatening problems are seen immediately. Accidents and genuine emergencies are attended to urgently

Home Visits

  • For those unable to visit our medical clinic due to severe illness, ongoing home care is usually available for our local patients
  • We recommend calling as early as possible to arrange a visit
  • Every effort will be made to send a regular doctor if you live within a manageable distance
  • If it is not possible, our locum service will be contacted for you
  • Our doctors regularly visit residential care facilities and hospitals

After Hours

  • The Medical clinic telephone line is attended to 24 hours a day
  • If you call out of hours you will be advised via the answering machine of our after hours care arrangements
  • If your require serious after hours attention, you should ring for an ambulance or attend at a hospital emergency department

Telephone Access

  • Doctors do not normally take patient calls
  • In an emergency, messages can be taken and you will be put through to our trained nurse
  • Every effort will be made to address your telephone query

Fees & Billing Arrangements

  • Fees are payable at the time of consultation
  • Payment can be made  by cash, cheque, Eftpos or credit card
  • The AMA fee structure is the basis of our billing policy
  • A copy of our fee structure is displayed in the waiting room
  • Pensioners, health card holders and children under 16 are bulk billed (except for weekends)
  • Veterans will be billed as per DVA entitlements
  • If you have any queries relating to your account our receptionists can help

Repeat prescriptions and referrals

  • Patients on regular medications should have their conditions reviewed periodically
  • It is recommended that you make an appointment when it is time for a repeat prescription
  • It is essential for your doctor to review your condition prior to writing a Specialist referral letter. This enables any changes in your condition or your medication to be relayed to your specialist in time for your appointment

Results, recalls and reminders

  • To protect privacy and ensure correct information is passed on, our doctors do not provide test results over the phone
  • Our receptionists are not medically trained and are not able to interpret your results
  • We will send a reminder or SMS via HOTDOC when certain clinical events are due (immunisations, routine blood tests etc) or if you need to discuss your medical treatment/management
  • If you are concerned about any test results please contact our Medical Clinic

Interpreter Service

If you or a family member requires assistance due to a language barrier, please inform the receptionists and we will endeavour to provide a translating service for the consultation.

Non Attendance Fee

  • Due to the general shortage of GP appointments there is a fee for non-attendance when no prior notification is given
  • If you are unable to attend we would appreciate timely notification on 9569 0688
  • Notification ensures the appointment can be offered to a patient on our waiting list

Monthly Newsletter

  • Our monthly newsletter ‘Your Doctor’ is available at reception
  • It contains the latest medical information and an update on what is happening at our clinic


Your medical record is a confidential document and we will maintain the security of your personal health information at all times. For further information on how your personal health information and medical record are maintained please refer to the privacy notice in the waiting room or request a copy of the App privacy policy- Managing patient health information


Complaints & Suggestions

  • We strive to provide the best possible care and attention
  • If you have any suggestions or are unhappy with any aspect of our service, feel free to talk to your doctor or the receptionists
  • Alternatively you can provide a written complaint/suggestion to our practice manager
  • You may be asked to complete a patient survey, to ensure our standards are being maintained
  • If you feel your complaint or concern is not adequately handled by our practice manager you can contact the Victorian Health Services Commissioner (ph: 8601 5222, toll free: 1800 136 066, email: or the Medical Practitioners Board

Continuity of Care

  • We encourage you to continue seeing your doctor of choice
  • If your usual doctor is unavailable, our other doctors have access to your medical records and can safely continue your care
Medical clinic in Malvern East