Patient Information.

Melville Medical Group does have good working relationships with local radiology and pathology providers. The Doctors consulting 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 03 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 always 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. Cervical screening can also be booked with our credentialed nurse Felicity, and this will be bulk billed. 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 including your address/phone as soon as they change.

AFTER HOURS CARE

Your options for after hours care

• After hours care for this practice is provided by hello home doctor service. Please call 134 100

• Urgent care but not emergency_ Urgent Care Centres

• 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, either Face to Face or via telehealth with your Doctor to discuss all your test results.

Our admin team do not give out test results. Please note if you have a Myhealth record you can access your results via your MyGov account/Myhealth record.  

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, please ask our staff.

If you would like a copy of our full privacy policy, please email reception@melvillemedicalgroup.com.au and we will happily forward you a copy.

REMINDER SYSTEM.
We use a computerised recall and reminder system. If you do not wish to receive recall and reminder messages, 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 as a telephone call or a video call with your doctor or nurse.

Fees will be charged as per usual billing policy, as such these fees will be the same fees as face-to-face appointments as we book you for the same time as a standard appointment.

Please note: to receive the Medicare rebate you must have been seen face to face at Melville Medical Group in the past 12 months or meet one of the other Medicare criteria, such as being registered with Melville Medical Group as your regular practice-Mymedicare.

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 uses a password protected email system to send clinical information.

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 the clinical file.

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

DISABLED ACCESS.
Patients unable to use the stairs or the long ramp running next to the fence 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 the car park or street to be parked. Ample parking is available in Melville Road.

MELVILLE MEDICAL GROUP CONDENSED PRIVACY STATEMENT

Melville Medical Group is bound by the Australian Privacy Principles under the Privacy Act 1988 (Cth) and other relevant laws about how private health service providers handle personal information (including but not limited to patient health information).

We are committed to complying with all applicable privacy laws which govern how Melville Medical Group collects, uses, discloses and stores your personal information.

This Privacy Statement sets out in brief how Melville Medical Group facilities will handle your personal information.

In respect of Patients, Melville Medical Group will collect your personal information for the purpose of providing you with health care and for directly related purposes. For example, Melville Medical Group may collect, use or disclose personal information:

•       For use by a multidisciplinary treating team;

•       Assessment for provision of health care services;

•       To liaise with health professionals, care coordinator, Medicare, your health fund or other third party payer;

•       In an emergency where your life is at risk and you cannot consent;

•       To manage Melville Medical Group facilities, including for processes relating to risk management, safety and security activities and quality assurance and accreditation activities;

•       For the education of health care workers or the placement of students or trainees at Melville Medical Group facilities;

•       To maintain medical records as required under our policies and by law; or

•       For other purposes required or permitted by law.

In respect of other individuals, Melville Medical Group will collect your personal information in order to engage with you in your dealings with Melville Medical Group and for other related purposes.

 We outsource some of our services. This may involve us sharing your personal information with third parties. For example, we outsource the conduct of our patient satisfaction surveys to a contractor who may write to you seeking feedback about your experience with Melville Medical Group.

Where we outsource our services, we take reasonable steps in the circumstances to ensure that third parties, have obligations under their contracts with Melville Medical Group to comply with all laws relating to the privacy (including security) and confidentiality of your personal information.

Melville Medical Group will usually collect your personal information directly from you but sometimes may need to collect it from a third party. We will only do this if you have consented or where it is not reasonable or practical for us to collect this information directly from you (for example, in relation to a patient, your life is at risk and we need to provide emergency treatment).

We will not use or disclose your personal information to any other persons or organisations for any other purpose unless:

•       You have consented.

•       For patients/clients, the use or disclosure is for a purpose directly related to providing you with health care and you would reasonably expect us to use or disclose your personal information in this way;

•       For other individuals, the use or disclosure is for a purpose related to providing you with services and you would reasonably expect us to use or disclose your personal information in this way;

•       We have told you that we will disclose your personal information to other organisations or persons; or

•       We are permitted or required to do so by law.

You have the right to access your personal information that we hold about you (for patients, this includes health information contained in your health record). You can also request an amendment to personal information that we hold about you should you believe that it contains inaccurate information.

© Melville Medical Group 2025

PATIENT FEEDBACK.

  MMG welcomes patient feedback, this helps us to continue to improve and provide you with a high-quality service.

 We invite both verbal and written feedback.

 We also use questionnaires periodically (at least every 3 yrs).  All feedback via the various methods is kept confidential and anonymous as required.

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 Karlene 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 privacy commissioner or the health complaints commissioner.

  The contact details are listed below.

OAIC

Melbourne, Vic 3000 (Telephone; 03 9655 5200) 

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

Health complaints commissioner   

https://www.hcc.vic.gov.au/