The clinic is located in a quiet street in leafy East Ivanhoe, which is known for its village atmosphere and community spirit. The clinic was established in the early 1950s. The present doctors have been operating here since 1978.

The doctors and staff provide quality general practice care in a pleasant and convenient location. They have extensive experience and are committed to providing you with the very best medical care. Please contact the clinic should you have any questions regarding the practice.

How to see your Doctor

Appointments are generally necessary on weekdays and Saturdays.  Please phone 03 9499 3184 to arrange an appointment with the doctor of your choice (It may be necessary to be seen urgently without an appointment – however a phone call ahead is appreciated).

Urgent matters are attended to in a timely manner.

The clinic makes appointments at 15-minute intervals, so you can expect to spend 10-15 minutes with your doctor. Please feel free to book a longer appointment should you require it to deal with multiple issues – but please let the receptionist know when you book your appointment.

After hours

If medical attention is required outside clinic hours, please telephone 137425. This emergency number is always attended for urgent care.  A detailed report is forwarded to EIMC regarding your consultation.

In cases of extreme urgency, for instance collapse or severe chest pain, an ambulance should be called immediately by dialing 000.

The nearest Public Accident and Emergency Departments are Austin Hospital, Burgundy Street Heidelberg (Tel: 9496 5000) and The Royal Children’s Hospital, Flemington Road Parkville (Tel: 9345 5522). The nearest private Accident and Emergency Department is at Epworth Hospital, 26 Erin Street Richmond (Tel: 9426 6302).

Fees

Fees are set individually by the doctors and generally follow the recommended rate of the AMA.  They are dependent on the time spent with the doctor and the complexity of the consultation.

A regular updated list of standard fee charges is displayed in the waiting room.  Full details of fees are available on request.

Patients are requested to pay the account at the time of the consultation. Cash, cheques, all major credit cards and EFTPOS are accepted.

Home visits

Home visits are available for regular patients whose condition prevents them from attending the Practice. Please ring 03 9499 3184 before 10:00 am if possible so that the house call can be made at lunchtime.

Telephone access

Doctors in the clinic may be contacted during normal operating hours. If the doctor is with a patient, the receptionist will take your details and the nature of your problem, and forward this onto the doctor as soon as possible. In an emergency, your call will always be put through to a doctor.

Translating & Interpreting Services

On-site interpreting is available for patients or doctors to book a phone interpreter to attend an appointment face-to-face.
The interpreter’s role is to accurately convey the whole spoken message from one language to another while abiding by the Australian Institute of Interpreters and Translators (AUSIT) Code of Ethics.

Parking & Disabled Access

Ample car parking is available in the adjoining car park and neighbourhood area.

Reminders for follow ups

The doctors of this practice will include you on their database for a reminder for pap smears, immunisations and other preventative health care issues. However, if you do not wish to be registered on a reminder system, please advise your doctor.

Referrals

An appointment is necessary for all new referrals.

Review referrals to a specialist [Podiatrist/Psychologist] already seen in the past, but not for a new problem, may be provided without an appointment depending on the clinical situation.

Pathology & Radiology Testing Results

A follow up appointment with the doctor is normally required for all test results, and subsequent review of your medical condition for which the tests were done. This is in accordance with best medical practice.

Repeat Prescriptions

Also in accordance with best medical practice, if it is more than 6 months since your last consultation at the clinic, an appointment for review is necessary. This is in order to check that those scripts are still appropriate and do not need to be amended, or that a change in treatment is required.

Before you attend for your next consultation, please ensure that you have enough remaining repeat prescriptions to cover the next 6 months. Otherwise a fee may be charged for repeat prescriptions requested within this interval.

We are, of necessity, trying to reduce the number of phone calls that the staff receive, and the time spent by the doctors who must carefully check patient files before issuing extra repeats.

Medical Records & Privacy

Records will be kept of your visits and treatment. They are confidential. The contents will be divulged only with your consent or where required by law. You are entitled to view or discuss your patient record with the doctor.

It may be necessary for parts of your medical record to be disclosed to other medical professionals who are providing your treatment or tests, or to your insurer or an organisation paying for your treatment.

East Ivanhoe Medical Clinic complies with the Privacy Act 2000 and other relevant legislation covering the way the clinic collects, stores, uses and discloses health information.
https://www.healiusmedical.com.au/medical-centres-privacy-policy/

Home Visits

Doctors in our centre are available for house calls and external visits to regular patients under certain circumstances. Please see the receptionist or call the Centre to request a home visit.

Telephone Access

Unless it is an emergency, we do not disturb Doctors during consultations with telephone calls. A message can be taken by reception staff and sent to the Doctor electronically for their response.

Recalls/Reminders

The Doctors in this Centre routinely send recalls and reminders to patients by SMS/letter (as appropriate) for follow up consultation and the review of test results.  If you do not wish to receive these reminders, please advise your Doctor or reception team.

From time to time you may also be provided with information about improving your health and offering you access to preventative health services that are appropriate to your care. If you do not wish to receive these reminders, please advise your Doctor or reception team.

Test Results, Scripts, Referrals & Other Paperwork

For information security reasons test results are not given out over the telephone. This means that all patients are required to return to the centre to discuss their results during a consultation with a Doctor. You also need to attend the Centre to obtain any referrals, repeat scripts etc. as part of a consultation with a Doctor. Our Receptionists do not have access to your clinical information and are unable to take requests for any of these items.

National Healthcare Schemes

This Centre and Doctors who practise from here are involved with the following National Healthcare Schemes:

• E-Health
• National Bowel Cancer Screening Program
• Australian Immunisation Register

Please speak to your GP for further information.

Patient Feedback

We welcome feedback from patients to help us improve the services at our Centre. We take your concerns, suggestions and complaints seriously. Please speak to the Practice Manager or your doctor to discuss your concerns. If you prefer to fill in our feedback form above please do so.

We believe that problems are best dealt with within the Medical Centre. However, if you feel the need to discuss a matter outside of the Medical Centre, you may contact the Health Care Complaints Commission on 1300 582 113 or visit https://hcc.vic.gov.au/.

Management of patient health information

Your medical record is private and confidential. It is our policy to maintain the security of personal health information at all times. A copy of our detailed Privacy Policy is available at reception. Our practice is registered to participate in, and supports, the digital My Health Record system, please enquire with our receptionists for further details or visit: https://www.healiusmedical.com.au/medical-centres-privacy-policy/.

Transfer of medical record

In the event of your relocation to another practice to obtain medical services a fee may be charged to transfer your medical record.
This record may be requested by your new medical practice and will only be transferred with your authorisation.

Patients who require communication services

Telephone interpreter service and other communication support systems such as AUSLAN are available for patients or doctors. Please inform our Reception team. If you do not understand this information, or require a translation please speak to reception or contact: PatientFeedbackMC@healius.com.au

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