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CLINIC POLICIES

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 $40 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

  • Refer to ARMC Privacy Policy

  • 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 'reserved on the day' appointments available.
     

  • There is a high demand for the reserve on the day appointments, so please call early.

  • Express clinics are all Bulk billed phone appointments.
     

  • Telehealth video and phone appointments are available. You are required to register with MyMedicare to receive the maximum rebate.

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

  • All practitioners have access to the Translating & Interpreting Service National by phoning 131 450.

  • Patients with hearing difficulties are encouraged to utilise the National Auslan Booking & Payment service by phoning 1800 246 945.

  • Patients can access translated health information in their local language by clicking on the given link https://www.healthtranslations.vic.gov.au/

  • Medicare will not fund a Telehealth consult if you have not had a face to face consult in the past 12 months. Therefore, please book an in clinic appointment.

  • Medicare restrict booking same day appointments with multiple GPs at the same practice. Therefore, you will need to book on a separate day.

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

  • We do have a $40 fee for missed single appointments or $85 fee for missed double appointments.
     

  • There is a late cancellation fee $40 if you give less than 24 hours notice

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

New Patients

  • Medicare requires all New Patients to book a face-to-face appointment.

  • New patients who are 16yrs and over who do not have a concession or pension card will be billed a private fee. The fee is $85 for a standard consultation.

  • An e-registration form will be sent to your mobile to complete prior to your appointment.

  • Our nurse will see you or call prior to your appointment to check that the registration process is complete.

  • New patients are NOT eligible for Express Appointments.

  • We encourage all New Patients to register the clinic with MyMedicare to maximise your Medicare rebate.

Test Results

  • All pathology and diagnostic imaging test results require an appointment with the doctor to discuss the results. The follow-up appointment can be over the phone or in person.
     

  • The clinic sends patients SMS reminders and recalls when health checks are due and also when results needs to be discussed with your doctor.

  • Normal test results that require a brief (less than 5mins) follow up, can be Bulk billed in the express clinic

Chronic Disease Care

  • We offer pro-active Chronic Disease care which is Bulk billed to all our patients

  • Our Nurse assists your doctor in providing follow up care for Chronic Disease Care Plans and EPC referrals to Allied Health Care Providers.
     

  • The clinic sends patients SMS reminders and recalls for health checks and preventative health care.

  • All Chronic Care plans and Health Assessments are Bulk billed.

  • Privately billed patients with a current Chronic Disease Plan completed at ARMC receive discounted Fees.

Pathology

  • Pathology services are only offered to patients registered to the clinic.

  • This is a Bulk Billed service

Covid-19 Protocols
Complaints

  • The clinic follows Covid-safe practices.

  • If you are unwell with any infectious symptoms (fever, cold, cough, runny nose, sore throat), please notify reception before your appointment.

  • To maintain safe distancing in the waiting room, patients maybe asked to wait in their car before entering the clinic.

  • Patients who have any infectious symptoms may be asked to wait in their car or outside the clinic.

  • Patients will any respiratory symptoms will be asked to do a RAT test prior to entering the clinic.

  • Telehealth appointments (phone/video) are often an alternative if you have Covid or are unwell with a respiratory illness.

  • 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:hsc@health.vic.gov.au; Web: www.health.vic.gov.au/hsc.

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