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Our Patients


Appointments

Appointments can be made online by accessing the HotDoc website on www.hotdoc.com.au/medical-centres and searching for South West Medical Centre or downloading the HotDoc app directly to your phone.

Alternatively, please call (03) 5563 4370 to make an appointment. Every effort will be made to accommodate your preferred time and choice of practitioner. Longer consultations are available by request so please inform reception staff if you require some extra time. You may be asked about the level of urgency of your problem which is used to assist with prioritising the scheduling of your appointment.

Home visits

Home visits are available for registered patients of South West Medical Centre, whose condition prevents them from attending the practice. Suitability for a home visit will be determined by the Practice Nurse.

After hours home visits are available but must be booked during normal office hours.

Failure to attend appointments

We ask that if you are unable to attend an appointment that you contact reception staff as soon as possible to cancel or reschedule your appointment. You are required to provide at least 1 hours prior notice when cancelling your appointment.

Should you not cancel your appointment within the timeframe, South West Medical Centre will issue a penalty fee of $20 which must be paid in full prior to any further appointments being booked.

Electronic communication

Communication with the practice via electronic means such as email, fax, SMS must comply with the practice electronic communication policy. A copy of the policy can be requested at reception.

Interpreter Services

If an interpreter is needed, please let us know prior to the appointment and we will arrange this for you.

Management of your personal health information

Your medical record is a confidential document. It is the policy of the practice to maintain security of personal health information at all times and to ensure this information is only available to authorised members of staff. We abide by all ten of the National Privacy Principles. If you wish to access your health record at any time please contact our reception staff.

Medication management

Patients taking three or more medications are encouraged to bring their medications to their first visit for a medication review.

Please note we can dispose of any unwanted medications as needed.

Test results

Your Doctor will advise of when he/she expects your results to be available and whether or not they wish you to make a follow up appointment to discuss your results. Patients will be contacted via phone or SMS to inform you of the required action/GP recommendations. If you cannot be contacted by phone or via SMS, a letter will be sent to your nominated address.

Reminder systems

Our practice is committed to preventable health care. At the time when you first register at the practice your permission will be sought to be included in our reminder system. Examples of reminders include National Immunisation Register, bowel screening, pap smear screening. If at any time you no longer wish to be part of this system please advise reception staff.

Feedback & Complaints

South West Medical Centre is always looking to find ways to improve our service.  Feedback helps us to deliver a better service and we are grateful for it.

If you have any concerns about your care, please discuss these with your doctor. You may prefer to write to us or to use our suggestion box or contact the Practice Manager on 03 4463 4370.

If you remain unsatisfied with our response, you may contact the Health Complaints Commissioner on 1800 136 066 or see www.hcc.vic.gov.au for more information.

Please advise our reception staff if any of your personal details/information has changed so your client history remains accurate.

If you would like a copy of our privacy policy, please contact reception.

 

Compliments and Complaints Brochure

Patient Fees Brochure

Practice Information Booklet

Patient Registration Form

Privacy Statement

 

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