Good to know before you visit

Appointments

The independent doctors who consult from Balwyn Central Medical welcome all patients, including new patients. They offer face-to-face and telehealth appointments.

• Online: book through HotDoc using the Book now button. HotDoc emails you a confirmation and a reminder at least 24 hours before your appointment. These emails come from HotDoc, not from the clinic or your doctor.
• By phone: call reception on (03) 9830 2300. One number covers both clinics.
• Telehealth: available to patients who have seen one of our doctors face to face in the last 12 months. How telehealth works.
• Walk-ins: where possible, and after triage by our staff, doctors may see patients without an appointment. Patients with appointments are seen first, except in an emergency.

Interpreters and Auslan

If English isn't your first language, we can arrange an interpreter for your appointment. We also arrange Auslan interpreters for patients who are Deaf or hard of hearing, or who have difficulty speaking.

Please let reception know when you book, so we can organise the interpreter and allow a little extra time. Many of our doctors also speak other languages: see our doctors.

Home visits and after hours

The doctors who consult from our practice may offer home visits to patients who have seen a doctor here before. Our staff triage home visit requests during opening hours.

After hours, home visits are provided by the National Home Doctor Service on 13 SICK (13 74 25), which triages your call when we're closed. After-hours visits are available from 6pm on weekdays, and from 10am on Saturdays and all day on Sundays and public holidays.

In an emergency, call 000 or go to your nearest hospital emergency department.

Cancellations and missed appointments

If you can't make your appointment, please let reception know as soon as possible so the time can be offered to someone else. A cancellation fee applies if you:

• Weekend after-hours appointment: miss it, or cancel after 4pm the day before.
• Weekday after-hours appointment: miss it, or cancel after 4pm on the day.
• Any other appointment: miss it, or give less than two hours' notice.

This applies to phone and online bookings. Doctors may limit future bookings for patients who repeatedly miss appointments.

Allied health practitioners set their own non-attendance fees and ask for at least 24 hours' notice. Please contact them directly.

Repeat prescriptions

Your doctor has a duty of care to consult with you, by telehealth or in person, before writing most repeat prescriptions. If you can't get an appointment and urgently need a repeat, please call reception during business hours.

Test results

Results and letters usually reach your doctor within 3 to 5 business days, unless marked urgent.

• For your privacy, results may not be given over the phone.
• We won't usually contact you about normal results, unless your doctor thinks it's needed.
• If a result needs follow-up, we'll contact you to book an appointment.
• To check on a result, call reception.

Reminders and recalls

You'll get an appointment reminder by email or SMS at least 24 hours before your visit. From time to time we may also contact you by phone, SMS or HotDoc about recommended preventive health checks or tests, in line with RACGP guidelines. If you'd rather not receive these, just let reception know.

Please keep your address, phone and email up to date with reception so you don't miss reminders or results.

Medical records

The doctors who consult here use a fully computerised medical record system. Passwords are changed regularly and data is backed up daily.

• A copy of your records: ask reception. A fee may apply, which Medicare doesn't cover.
• Moving to another practice: sign a transfer authority and your doctor will send a summary of your records to your new GP.
• Joining us: use our transfer of records form so we can request your history from your previous practice.
• Lost a script, referral or other paperwork? Call reception.

Read our privacy and confidentiality policy to see how your information is collected, stored and shared.

Phone, email and SMS

We and the independent practitioners value your privacy, and have procedures in place to meet our professional and legal obligations, including for electronic communication.

Phone

To speak with your doctor, call reception during business hours and we'll pass on a message. Doctors can't take calls during consultations and return calls at their discretion. If your matter is urgent, tell reception at the start of the call. Clinical advice can't be guaranteed over the phone; a booked telehealth consultation is the best way to discuss a health concern.

Email

Emails from your doctor or our staff, and between your doctor and other health providers, are sent through secure, encrypted email. Our inbox isn't constantly monitored, so please phone for anything urgent. We don't respond to unsolicited patient emails unless your doctor has agreed to communicate this way.

SMS

We send SMS appointment reminders the day before your visit, as well as health reminders and recalls. SMS isn't for general enquiries or advice. If someone else can access your phone, we can't guarantee the privacy of these messages.

If it's urgent, don't wait for a call back. Call 000 or go to your nearest hospital emergency department.

Preventive health

Our doctors encourage regular check-ups, even when you feel well. Your doctor can help with checks such as cholesterol and blood sugar tests, skin checks, and breast or prostate checks. Health assessments are also available for eligible age groups.

Fees and billing

Each independent practitioner sets their own fees, so this is a guide only. From :

• Other patients pay a out-of-pocket fee on weekdays. Saturday visits are and Sunday visits for all patients.
• Some procedures, specialised services, pre-employment and insurance medicals, and some administrative services attract a fee.
• WorkCover consultations are charged in line with the WorkSafe fee schedule until a claim is accepted and a claim number issued.
• Referred services, such as allied health, specialists and some pathology, may have their own fees. Please ask the provider. Private health insurance may cover some of these.

Payment is by debit or credit card, including American Express, with no card surcharge. See all fees.

Feedback and complaints

We welcome all feedback. Feedback forms are available at both clinics, or you can speak to reception or the practice manager.

If you're not satisfied with how a concern has been handled, you can contact the Health Complaints Commissioner on 1300 582 113.

Our website and online booking

We can't guarantee our website or online booking will always be available or uninterrupted, and we may change or withdraw any part of it without notice. We're not liable if the website is unavailable at any time.

You're responsible for your own internet access, and for making sure anyone using our website through your connection is aware of and follows these terms.

Questions about appointments, telehealth or doctor availability? Call reception during business hours.