Patient Information.

Melville Medical Group does have good working relationships with local radiology and pathology providers. The Doctors at MMG also have a wide range of highly skilled specialists they refer to.

APPOINTMENTS – We operate on an appointment only basis.

Booking appointment:

Online bookings via website/ Hotdoc app

Phone 9386 3409

Every effort will be made to accommodate your preferred appointment time and doctor.

Always telephone the clinic if you cannot find an appointment online as we will try to fit you in, although it may not be with the Doctor of choice.

Each person that needs to be seen needs their own appointment.

Appointment timing

The duration of a standard consultation is approximately fifteen minutes.

If you feel your problem may require more time or are booking for a procedure please advise our reception staff when making your appointment, or choose the appropriate appointment type eg: long appointment, procedure etc when booking online.

Some examples of longer appointments: complex medical problems, multiple problems at one time, insurance and pre-employment medicals.

Please book an appointment with one of our nurses for all immunisations, care plans and health assessments/healthy health checks. These can be made online or Ph 9386 3409 If unsure please call 9386 3409

EVERY APPOINTMENT please present your Medicare card and Health care/Pension cards to our friendly reception staff. Also remember to update your details as soon as they change.

AFTER HOURS CARE

After hours care for this practice is provided by Doctor to Doctor please call: 13 26 60

For all emergencies please call 000

Closest Private Hospital John Fawkner ph 03 9385 2500

Closest Public Hospital Royal Melbourne Hospital ph  03 9342 7000

TEST RESULTS.

To ensure optimum care is provided please make an appointment with your doctor to discuss all your test results. These appointments can currently be done in person or via telehealth (phone or video- some conditions apply).

HEALTH INFORMATION RECORDS AND CONFIDENTIALITY

Please note that patient records are strictly confidential.  All health records are stored securely and are only available to authorised members of staff. If you require further information regarding our Health Information Management Policy, please ask our staff.

If you would like a copy of our privacy policy or patient information sheet please email  reception@melvillemedicalgroup.com.au and we will happily forward you a copy.

REMINDER SYSTEM.
We use a computerised reminder system. If you do not wish to receive reminder messages/calls please inform our staff.

Please note you will need to enter your birth date to access the text message to ensure your privacy.

TRIAGE & TELEPHONE CALLS.

Our reception staff are highly trained and will be able to assist you. If you have an urgent or serious problem that requires urgent or immediate attention please explain your problem to our staff and they will triage you accordingly.

For extreme emergencies, such as chest pain or breathing difficulties, we urge you call an ambulance on 000.

Most queries are best dealt with by consultation either in person or as a telehealth appointment, however if appropriate your doctor will discuss a telephone query with you, but not necessarily at the time of your call.

TELEHEALTH

Telehealth is a consultation that is conducted either via the telephone or via video on a smart device with your Doctor or nurse.

Fees will be charged as per usual billing policy. These will be bulk billed for Pensioners/HCC/DVA/children under 16 as per our billing policy. Some discounts may be given dependent on the nature of the appointment, which will be determined by the individual Doctor.

DISABLED ACCESS.
Patients unable to use the stairs or the long ramp to enter the building can be driven up to the side entrance. This has a small ramp with handrails providing access to the building. This area is strictly a drop off zone and short term parking. Please check on arrival if you can remain there. Otherwise it would be appreciated if cars were moved down to car park or street to be parked. Ample parking is available in Melville Road.

PATIENT FEEDBACK.

MMG welcomes patient feedback, as it helps us to improve and provide you with high quality service.

We invite verbal feedback, and we have a suggestion box located in the foyer.

We also use questionnaires.  All verbal, and written feedback via the various methods is kept confidential and anonymous.

If you are unhappy with any aspect of the care you receive from this practice, we would like to know about it. Please feel free to talk to your doctor or our practice manager about any problems you have with the service we provide. Most problems can be resolved within the clinic. However if you feel that the doctors and staff cannot resolve the problem, you can contact the State Government centre for handling health complaints.

The address for this is:
Health Services Commissioner
10th floor, 55 Swanston Street,
Melbourne, Vic 3000 (Telephone; 03 9655 5200)

https://www.oaic.gov.au/privacy/privacy-complaints

COMMUNICATION WITH PATIENTS BY ELECTRONIC MEANS

Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS).

Communication with patients via electronic means is conducted with appropriate regard to privacy.

Our practice regularly checks/updates contact details and requests that the patient contact us to update their contact details as they change.

Our practice does not email patients with personal information because of the risk of interception, unless there are exceptional circumstances. Then only after written consent by way of email detailing an acknowledgement of risk. The email will be sent by return email.

All email correspondence will be entered as part of the clinical file.

If a patient wishes to email us personal information they can email to reception@melvillemedicalgroup.com.au and this information will be entered into their clinical file.

If you would like a copy of our privacy policy or patient information sheet please email  reception@melvillemedicalgroup.com.au and we will happily forward you a copy.