FAQ

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Frequently Asked Questions

Why Us ?

Well qualified doctors offering quality family physician services

Bulk Billing Clinic with focus on the patient

Clinic is open 7 days a week – extended hours

Warm welcoming reception staff & doctors

Fully accredited clinic conforming to RACGP & GPA standards

Clinic Hours

Monday to Friday: 8:00 am – 7.00 pm

Saturday: 9:00 am – 4:00 pm

Sunday: 10:00 am – 2:00 pm

Emergencies: Any emergencies will be attended to as quickly as possible.

After Hours Care
Eastern Ranges After Hours Medical Services (ERAHMS) operates two strictly after hours clinics. These clinics are situated at:
Healesville
Eastern Melbourne Medicare Local 333 Maroondah Highway
Monday to Friday 7pm – 10pm;
Saturday, Sunday and public holidays 12pm – 8pm
Tel: 1300 766 858

Upper Ferntree Gully – Bulk-billing
Co located at The Angliss Hospital Rehabilitation Centre, Corner Edward & Talaskia Rd
Saturday, Sunday and public holidays 1pm – 9pm
Tel: (03) 9764 6361

The nearest public emergency hospitals are:
Eastern Health Emergency Department
Incorporating: Maroondah, Angliss & Box Hill Hospitals Ph: 1300 342 255 (ask for Emergency Dept)
ANGLISS HOSPITAL……… Albert Street, Upper Ferntree Gully
MAROONDAH HOSPITAL…….. Davey Drive, Ringwood East
BOX HILL HOSPITAL…….. Arnold St, Box Hill

Appointments

We encourage our patients to make appointments whenever possible. We welcome Walk ins but patients with appointments will be seen first. Please note that while every effort is made to see patients at the appointed time, urgent cases will be seen as a priority and thus delays may occur. The reception staff will endeavor to keep you informed of any delays. If you cannot make it to your appointment on time, it would greatly be appreciated if you could contact our friendly reception team to let them know.
If it is an emergency or you are feeling very unwell, please advise reception for you to be assessed urgently.

Online Bookings : We now have an online booking facility for your convenience, just click on the link on the home page.

Longer Consultations : Patients are advised that long consultations are available at Mount Evelyn Medical Clinic for multiple or complex medical issues. A standard consultation is approximately 10/15 minutes dependent on the doctor . If you may require a longer consultation please advise reception staff at the time of booking the appointment.

Interpreter services : If a patient requires an interpreter, please notify the clinic in advance so that we can organize for an interpreter to be present at the time of consultation. Please note, there will be a fee for this service.

Cancellation/Confirmation Policy

In order to respect each other’s time, we ask that you please make all efforts to keep your appointment with us. If you need to cancel or reschedule an appointment, please give us a call well in advance.

The clinic will send letters out to inform patients if there have been 3 missed appointments over 12 months. In such a case, we may refuse to book an appointment in advance & only offer ‘ walk in appointment ‘

Recalls & Reminders

A recall and reminder system is in place to remind you of vaccinations, smears and other necessary medical checks. Please advice the Doctor if you do not wish to participate.

Repeat Prescriptions, Referrals, and Results

Reception staff are unable to discuss the results of any tests on the telephone or at the reception desk. Patients are required to make an appointment for all of these services.

Telephone Calls

The doctors and nurse at the clinic will take calls immediately if the matter is urgent. Otherwise, all patients are required to book an appointment to discuss any clinical issues.

Billing Policy

Mount Evelyn Medical Clinic currently has bulk billing facilities. It is requested that all patients present with a current Medicare card and current concession card (if applicable). If you are not a resident of Australia you will be required to pay for your consultation. Receipts will be issued for insurance purposes. If you are a resident of Australia and your Medicare card has expired, you will be required to inform Medicare to get a new one. Medicare phone number is: 12 20 11.

Please note that matters not covered by Medicare are to be paid by the patient at the end of their consultation. There may be an out of pocket fee incurred for certain procedures ( gap payments ) . The list is displayed prominently in the clinic and all consulting rooms.

  • Dressings: $10
    • Minor surgical procedures:  for the consumables, e.g.: sutures, anesthetic etc. Some minor surgical procedures are not rebatable under Medicare and in such cases further fee applies which the doctor will advise at the time of initial consultation.
    • Full Skin checks: $50
    • Skin Cancer Surgery : TBA by the doctor at time of appointment
    • Spirometry: $15 (for consumables)
    • HGV & Taxi Medicals: $150
    • Pre – employment checks: dependent on forms (please check with reception)

MEMC Privacy Policy

All patient medical records are confidential documents. It is the policy of Mount Evelyn Medical Clinic to maintain the security of personal health information at all times to ensure that this information is only available to authorized members of staff. Your personal information is protected by the Health Information Privacy Act 1988. If you have any concerns please contact,The Office of the Federal Privacy Commissioner. Enquiry line: 1300 363 992. Teletypewriter (TTY) users phone 133 677 then ask for 1300 363 992, Speak & Listen users phone 1300 555 727 then ask for 1300 363 992, Internet relay users connect to the National Relay Service then ask for 1300 363 992, Translating & Interpreting service on 131 450 then ask for 1300 363 992 Fax: +61 29284 9666 Email: enquiries@ocic.gov.au.
A summarized copy of the clinic’s privacy policy is available on request.

Mount Evelyn Medical Clinic is committed to providing a high standard of care and compassion, please feel free to talk to our friendly staff if you require further information. We also have a patient feedback/suggestion sheet for you to fill in, this provides us with valuable information that helps with your healthcare, please be reminded that this form is totally anonymous. If you would like to fill this form in, we have it located on the reception desk.

General Practitioners and staff are aware of confidentiality requirements for all patient encounters and recognize that significant breaches of confidentiality may provide grounds for disciplinary action or dismissal.

If you would like your records sent to another doctor a signed request must be sent from that doctor before a record is released. You may access your record, however an administration fee of $20 is charged to cover costs. Copy of summary can be faxed without any charge . For further information please visit www.privacy.gov.au or Health Services Commissioner Tel: 8601-5200.

Home Visits

Home visits may be arranged for regular patients who are unable to attend the clinic. These visits must be pre-arranged with your doctor. Please call for more information.

 

Complaints

The clinic abides by the Australian Charter of Health Care rights.

If at any time you are unhappy with the service provided at the clinic, please speak to our Practice Manager so it can be addressed promptly.

If you feel that your concerns have not been addressed you may contact Health Services Commissioner, 10th Floor, 55 Swanston Street MELBOURNE 3000. Phone: 96555200 Free call: 1800136066. Fax: 9655 5219.

Accreditation

We are fully accredited to RACGP & GPA Standards.