Telephone: (03) 9819 5077

56 Church Street, Hawthorn VIC 3122
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Frequently Asked Questions

Appointmentsback to top ^

You are always able to request an appointment with the doctor of your choice. Our doctors usually see patients by appointment, however, we will always do our best to prioritise urgent cases and attend to them promptly.

Standard appointments are 10 to 15 mins, typically enough to deal with a single standard medical problem or 2 simple issues.

Where your medical needs are more complex or you have multiple medical issues you wish to address, please book a longer appointment or book a return appointment on another day. While longer appointments attract a higher fee, a higher Medicare rebate is also usually available.   Please refer to our Fees page for more information.

Please ask our reception staff if you are unsure of which consultation is required.

After hours careback to top ^

If you require a doctor after hours, and you are experiencing a medical emergency,  you should call for an ambulance on 000.

Any other medical needs can be met by our locum service,  National Home Doctor  on 137425.   National Home Doctor partners with Medical on Church and communicates promptly with us after any consultations with patients they have made on our behalf.

Home Visitsback to top ^

Request for home visits from regular patients who reside within a 3 km radius from the practice will be met when possible.  Please discuss applicable fees with our receptionist. If a doctor is unable to attend, a home visit may be arranged through our deputising service, National Home Doctor Service.

Contacting your Doctorback to top ^

Doctors may be contacted during opening hours regarding medical issues.  It is likely that your doctor will be attending to other patients at the time, and are therefore, unable to speak to you immediately. If you leave a message with our reception team,  your call will usually be returned by the end of the working session. If your call relates to an urgent medical issue, please inform the reception team who will inform your doctor immediately.

Please note that our emails are not regularly monitored for clinical correspondence.

Referralsback to top ^

Doctors providing referrals to specialists are responsible ethically and legally to ensure that these are correct and warranted. As such, if you have not seen the doctor in the previous three months, a consultation will be necessary to enable your doctor to provide appropriate and up to date medical information. As it is illegal to issue back dates referrals, please confirm with your specialist’s receptionist when making ongoing appointments as to your referral expiry date.

We do not accept requests for referrals by email.

Repeat Prescriptionsback to top ^

Issuing Repeat Prescriptions without an appointment are at the Doctor’s discretion. A consultation is generally required if you have not seen the doctor in the previous three months or if your medical condition has changed.

We do not accept requests for prescriptions by email.

Sickness and Other Certificatesback to top ^

These cannot be issued or signed without a consultation.

We do not accept requests for medical certificates by email.

Test Resultsback to top ^

It is preferable to have a follow – up consultation with your doctor to obtain and discuss results of tests and to determine whether any further action is required. In some cases arrangements may be made with the doctor to obtain results over the phone, or results may be sent via the mail.

Recalls and Remindersback to top ^

This practice has a recall and reminder system to identify patients requiring follow-up on abnormal results and to inform patients who are due for review. Please inform the practice if you do not wish to participate in our recall and reminder system.

Interpreter Serviceback to top ^

Our surgery has access to Interpreter Services for patients who have communication difficulties. This is available to patients who are deaf and/or from non-English speaking backgrounds.

Privacy Policyback to top ^

This practice complies with the National Privacy Principles ( NPP). 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.

Transfer of Medical Recordsback to top ^

If would like your existing medical records transferred from another clinic you will need to provide them with a written request.  We can assist you in completing a request authorising transfer of your information. Please note that some doctors charge an administration fee for transferring records.

Patient Feedback / Complaintsback to top ^

From time to time, this practice invites patients to complete a questionnaire on their views of the practice and suggestions on improvement. These surveys are completely confidential and help us to improve our services.

Should you have any concerns with any aspect of the care you receive from this practice, please feel free to speak to your Doctor, or the Practice Manager, Maria Vavala.   In the event that you are the issue is not resolved to your satisfaction, you may contact the Health Insurance Commissioner for further assistance.

Health Services Commissioner
Complaints and Information
Telephone: (61 3) 8601 5200
Toll Free: 1800 136 066
Fax No.: (61 3) 8601 5219
TTY No. 1300 550 275

or write to:

Health Services Commissioner
30th Floor

570 Bourke Street

Melbourne. 3000

Victoria, Australia
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