Hillcrest | FAQ’S
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FAQ’S

APPOINTMENTS:

Consultations are available by appointment or as a walk-in. Please be aware that at times there may be lengthy delays for all patients due to heavy demand. However, those patients without an appointment will have a longer wait.

If you need an insurance medical, review of a complex health problem, counselling for emotional difficulties, or a second opinion, please book a longer appointment.

HOME VISITS:

If you wish your doctor to make a home visit, please call the surgery in the morning. If the doctor is unavailable, Hillcrest Health centre will facilitate a home visit from the Locum Service (13SICK – 137425) Please note you will usually see your doctor sooner if you visit the surgery. A fee applies for this service.

AFTER HOURS AND EMERGENCY:

Patients can always access Medical assistance when phoning Hillcrest Health Centre on our number 9302 3005. Our phone is diverted directly to our locum service (13SICK – 137425) after hours.

24 Hour service is provided through our Locum Service when the clinic is closed.

In the case of an Emergency please call 000 for an ambulance.

CONTACTING YOUR DOCTOR:

Doctors can be contacted by phone during normal surgery hours. If they are with another patient a message will be taken and given to them when they are available.

Of course any Emergency calls will be put straight through to the doctor.

FEES:

The practice bulk bills all patients on Monday to Saturday who have an appointment. Patients without a valid Medicare Card will need to pay a fee of $70.00. Payment can be made by cash, EFTPOS or credit card.

PATIENT REMINDERS:

As part of our commitment to providing our patients with quality medical care, we offer enrolment in a reminder service for regular check-ups. The practice participates in National and State Reminder systems such as Immunisation Register and Pap Smear Register. If requested by the doctor, the practice will contact you regarding significant results for an appointment by phone and if necessary letter.

If you do not wish to be part of this service, please advise the receptionist.

COMPLAINTS/FEEDBACK:

All Staff at Hillcrest Health Centre try hard to look after you, the patient, in a personal, caring and professional manner. If however, you feel unhappy about some aspects of our services, we would like to know. Please speak to your doctor or the reception staff, or put the complaint / feedback in writing and direct it to the Practice Manager

If you wish to take up a complaint outside the clinic, you can contact the Health Services Commissioner at 26/570 Bourke Street, Melbourne 3000, Tel: 1300 582 113

MANAGMENT OF PATIENT HEALTH INFORMATION:

Hillcrest Health Centre is committed to provide quality health care for its patients. As a fundamental part of this commitment principals and staff of the practice, recognise the importance of ensuring that our patients are fully informed and involved in their health care.

Hillcrest Health Centre is as a health provider in the private sector, bound by the National Privacy Principles. These principles set the standards by which we handle personal information collected from our patients. A copy of these Principles is available for inspection at the reception desk.

As part of our commitment to providing health care it is necessary for us to maintain files pertaining to your health. The files contain the following types of information:

  • Personal details (your name, address, date of birth and Medicare Card)
  • Your medical history
  • Notes made during the course of medical consultations
  • Referrals to other health service providers
  • Results and report received from other health service providers

The information held about you is provided by you or arises as a consequence of information provided by you

Your medical file is handled with the utmost respect for your privacy. The file will be accessed by your medical practitioner, and when necessary, for example in the absence of usual medical practitioner, by other medical practitioners in the practice. It may also be necessary for our staff to handle your file from time to time to address the administrative requirements of running a medical practice. Our staff are bound by strict confidentiality requirements as a condition of employment regarding your medical file. Ordinarily we will not release the contents of your medical file without your consent. However, we advise that there may be occasions where will be required to release the details of your file irrespective of whether your consent to the disclosure of the information if given. This will occur where the law requires disclosure, such as pursuant to a subpoena. We advise that as a patient of this practice you have rights of access to any information we hold concerning you. Should you wish to access this information please ask the reception for further information