Phone 5243 5566

The Highton Clinic

10A Bellevue Ave

Highton

​VIC 3216

Patient Information


Consultations

When possible, appointments should be made with your regular Doctor as this will improve your ongoing care by providing continuity.

If your Doctors is not available, our Staff will organise for you to see an alternative Doctor. Practice staff are vigilant at providing patients with urgent appointment on the day as necessary.


A standard appointment is for 10 - 15 minutes, that allows the discussion of 1-2 matters or the review of an ongoing condition.


Certain consultations such as insurance & workplace medicals, complex medical problems and minor operations can take longer than a standard appointment. When booking your appointment please tell the receptionist that you may require a longer appointment.



Payment of Consultations

​Payment for consultation is required 'on the day'. Accounts not settled at the time of consultation attract a further fee of $10.



Missed Appointments
We understand that something may come up preventing you from attending an appointment. If you cannot keep your appointment or you need to reschedule it, you can do it over the phone or in person.

We know that your time is valuable, as is our doctor's and staff. As a busy medical practice we require notice if you cannot keep your appointment so that your appointment time may be used by another patient.

Our policy is after two missed appointments without notification a non - attendance fee of $30 applies. 



Cancellation Fee for Long Appointments

Cancellation of any appointment that is booked for 40 minutes or more such as Chronic Disease Care Plans, Spirometry and Procedures with less than 12 hours' notice will incur a fee of $30.


The fees incurred for a missed appointment or late cancellation is not rebatable through Medicare, and must be paid prior to your next appointment.


If there are any circumstances beyond your control which prevent you from cancelling your appointment with sufficient notice you should let us know as soon as possible.



Telephone Consultations

Telephone consultations do not promote good patient care and present legal and medical record difficulties. Callers ringing with medical inquiries may be asked to make an appointment to see a doctor.



Results

It is appreciated if patients telephone for test results 1-2 days after your investigations. For anything other than straightforward test results, it may be best for you to make an appointment to see your doctor to discuss them thoroughly. When the results are reviewed and an abnormality is found, we will attempt to contact you. Please ensure that we have your current contact phone numbers and address.

Please be aware that when you are referred by your doctor for pathology tests, imaging or if you are referred to see a specialist you may incur Out of Pocket Expenses. It is not common practice for these items to be Bulk - Billed.


It is advised to enquire regarding these costs when making an appointment with the appropriate health provider.



Repeat Prescriptions and Referral Policy

Requests for repeat prescriptions are left to the doctor’s discretion. We require 48 hours notice for requests.  Staff cannot guarantee that the doctor will provide all prescriptions that are requested.  Patients are asked to call prior to collection to make certain that the doctor does not require a consultation. A prescription fee of $10.00 may be levied for repeat prescriptions. This does not attract a Medicare rebate.


If you have an appointment with a specialist you will require a letter of referral from your treating doctor. As this letter is valid for a specific period, please ensure that your referral is current prior to your next visit to the specialist.
It is a legal requirement under the Medicare Act that a referral to a specialist can only be given after “due consideration by the treating physician”. Therefore, it is necessary that you are seen by your doctor.



After Hours Arrangements

The Highton Clinic's after hours are provided by The Home Visiting Doctor Service. They provide home visits Monday - Friday 6pm - 8am, Saturday 12pm to 8am Monday and all Public Holidays.



Disabled Access

If you are likely to have difficulties with the ramp leading to our front door, or through the chemist please let out reception staff know. They will be able to assist you entering and exiting our rear entrance.



Reminder System

Our practice is committed to preventative care. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to be a part of this system please let us know at reception.



Management of your Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff.



Patient Feedback

To assist with ongoing quality and improvement patient feedback is appreciated. Our suggestion box can be found in our waiting room.


If you are happy with the service we provide we would be grateful to hear from you. 

If you are unhappy with the service then we feel it is even more important to hear from you so we can take steps to rectify the problem.

We feel that problems are best dealt with within the practice and would encourage you to speak to your Doctor or Practice Manager.


If you feel the matter can not be discussed you may prefer to contact the Victorian Health Services Commissioner

Level 30 570 Bourke Street Melbourne, VIC 3000   PH: 03 8601 5222