Patient Information

Our Surgery Opening Hours:

Monday to Friday: 8.00am – 6:30pm
Weekends and Public Holidays: 9:00am – 1:00pm Approx.
Closed Christmas and Good Friday

View the Medical Consulting Hours →
View the Allied Health Hours →

national-home-doctor-services

National Home Doctor Service is available for after hours visits to ensure our continuity of care. They can be contacted on 13 SICK (13 7425).

For urgent medical attention please call :
Ambulance – 000
Sandringham Hospital Emergency Department – 9076 1470
Cabrini Hospital Malvern Emergency Department – 9076 1500

Current Consultation Fees 2019
Standard Consultation (Less than 20 minutes) – $87.00
Extended Consultation (Over 20 minutes) – $158.00

Payment is required at the time of consultation. We accept cash, credit card and EFTPOS payments.

Prices are discounted for health care and pension care holders. Medicare rebates can be claimed from Medicare or by sending HIC online claiming from this practice.

Bank details are required for HIC online claiming.

Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.

Please phone 9595 9777 for an appointment. Emergencies do arise from time to time and these will be given priority.

New Street Medical Centre has a standard 10-15 minute consultation time but longer consultations times are available.

Should you require a longer consultation please advise reception staff when making your appointment. Examples of longer appointments include medical reports, surgical procedures, pap smears, multiple or complex concerns etc.

New Patient Registration Form – please bring your completed form when you attend your appointment.

All day onsite and street parking available.

New Street Medical Centre is bound by the Privacy Act 1988 and complies with the Health Records Act 2001 (Vic).

All patient information is private and confidential, and disclosure to family, friends, staff or others without the patient’s approval or as legally directed is prohibited.

  • Patients medical records and other health information is to be kept where there is staff supervision and kept out of view and access by the public.
  • Computer screens have automated screen savers engaged to ensure other patients and visitors are unable to view information.
  • Conversations discussing patients are avoided in the Reception area.
  • Disposal of patient records is achieved through shredding and use of an accredited secure document disposal company.

Correspondence

  • Medical information in an electronic format is transmitted via encrypted format using secure messaging software.
  • Medical information is only mailed through secure post.
  • Patient diagnostic results and correspondence, whether in electronic or hard copy format is always forwarded to the relevant Doctor.

Facsimile

  • Facsimile, printers and other electronic communication devices are located so they are only accessible to the Doctors and other authorised staff.
  • All faxes containing confidential information are only faxed to numbers after checking the fax number is correct. The word “Confidential” is recorded on the fax coversheet.

Emails

  • Patient information is only to be sent via email if it is securely encrypted.

Patient Consultations

  • Close the consulting room door during consultations.
  • Draw screens for patient privacy purposes during examination.
  • Knock and wait for a reply before opening a closed consultation door.
  • Keep all prescription paper, sample medications, equipment, medical records and other personal patient information secure.

Computerised Records

  • Specific systems have been put in place to protect the privacy, security and integrity of patients’ records.
  • All staff are trained in computer security.
  • The Practice Manager & IT Support oversee maintenance of computers and their security.

Additional Information

  • Each Staff member is bound by the signed privacy clause contained in the employment agreement.
  • All information received in the course of a consultation between a Doctor and the patient is considered personal and private health information.
  • Medical information includes past medical and social history, current health issues and future medical care.
  • Doctors, staff and contractors are expected to maintain the privacy of personal information.
  • Medical records are the property of the practice.
  • A patient has the right to access their medical record under the Privacy Act and Health Records Act.
  • Only written requests for access to medical records are accepted.

Despite our best intentions, complaints may arise. Our practice deals with complaints in a courteous, empathetic and understanding manner. Patient satisfaction affects health outcomes anad our patient acknowledges that patient complaints are an important source of customer feedback.

We welcome your suggestions on how we can improve the practice, so please feel free to speak to the practice manager or receptionist. If there are more serious complaints, it is preferable to write to the Doctor outlining the problem.

If there is a need to make a formal complaint, please contact the Health Care Complaints Commission’s Inquiry Services toll free on 1800 136 066

You can expect your test results to be available within 2 – 5 working days unless advised otherwise. To access your results you are required to telephone the Practice Nurse on 9595 9777 and select Option 2.

The nurse is available from 8.00am to 5.30pm. If she is busy or on another telephone call you may leave a message and she will return your call. If the doctor requires a discussion with you about your results the nurse will advise you to make an appointment.

All test results are assessed by your Doctor. Information regarding your results will not be available until your results have been received and checked by the Doctor who ordered the requested test.

Please note – Notification of results will be only given to the patient unless consent to disclose health information to a third party has been provided by the patient. This applies to all persons aged 18 and over.

Our practice is committed to preventative care. As part of this system you will receive reminders for skin checks; blood pressure checks; pap smears; health assessments and immunisations.

The doctor will seek your permission for you to be included on our reminder systems.
*If you and your family do not wish to be part of this system, please advise your doctor or a receptionist.

Our Medical software sends out automatic reminder text messages to mobiles the day before your appointment.
*Please let us know if you and your family do not wish to receive these messages.

For Doctor contact during normal surgery hours speak to the receptionist and a message will be relayed to your Doctor.