Patient Information & Frequently Asked Questions
Emergency and After Hours Care
For any life-threatening emergency (such as severe breathing difficulties or severe chest pain), you should call 000 and ask for an ambulance.
For emergencies that do not require an ambulance, you should attend the nearest hospital emergency department.
The Wodonga Hospital Emergency Department is located in Vermont St, Wodonga, they can also be contacted on (02) 6051 7111.
For non-emergency after-hours medical advice within Victoria, call the NURSE-ON-CALL 24/7 hotline for free medical advice from a registered nurse: 1300 60 60 24
You can also call the national HealthDirect helpline on 1800 022 222. Healthline registered nurses are available 24 hours a day, 7 days a week to provide advice when you’re not sure what to do – whether you should see a local GP, manage the condition at home, or go to an emergency department. This free service is provided by the Australian Government (standard call charges from some mobiles may apply). You can visit their website here: https://www.healthdirect.gov.au/
COVID-19, Cold & Flu-Like Symptoms Practice Protocols
Appointment Guidelines
- You may be asked to wait in your car until the doctor calls you in for your appointment.
- You may be asked to participate in a telehealth consultation instead of attending in person.
If you have flu-like symptoms and are are unable to wear a mask or have a mask exemption:
- A telehealth consultation can be arranged initially to discuss your care.
- If a face-to-face consultation is required, we will discuss safe options for this.
- You must provide evidence of a lawful exemption if claiming a reason not to wear a mask.
Please note: We do not issue certificates to exempt individuals from wearing a mask.
Thank you for your cooperation in helping us maintain a safe environment for all patients and staff.
Do You Accept Walk-ins (attendance without an appointment)?
Consultations are by appointment. We endeavour to assist walk-in and emergency patients, who will be triaged by our nursing staff and accommodated according to their needs.
How Do I Get a Prescription?
To ensure your safety and quality of care, all patients must book an appointment for prescription medications. This includes repeat prescriptions, which are best provided during a face-to-face consultation.
A face-to-face consultation enables your doctor to:
- Review your medical history and records.
- Confirm your details, prescribed medication, and the correct dosage.
- Determine if the medication is still appropriate, whether a dose adjustment is needed, or if special monitoring is required.
Your cooperation helps us deliver safe, effective, and personalised care. Thank you for prioritising your health with us.
How Do I Get a Referral?
To obtain a referral, all patients are required to book an appointment with their doctor.
For repeat referrals, your doctor will review your request to determine eligibility. In some cases, an appointment may be necessary to assess your health and ensure your care is being managed appropriately.
We value your understanding as we prioritise thorough and personalised care for your well-being.
Can I Get a Copy of My Personal Health Information?
Your personal health information and medical record are strictly confidential. If you wish to obtain a copy, you must:
- Complete a request form.
- Provide valid identification.
If you require a full medical record to be transferred to another medical practice, an administrative fee will apply.
We are committed to protecting your privacy and ensuring the secure handling of your medical information.
What Happens If I Cannot Attend My Appointment?
We understand that unexpected situations may prevent you from attending your appointment. If this happens, we kindly ask that you cancel your appointment at least 3 hours in advance. This allows us to offer the time slot to another patient in need of medical care.
Please note:
- Appointments not attended or cancelled within 3 hours of the scheduled time will incur a $40 fee.
We appreciate your cooperation in helping us manage appointments effectively and provide timely care for all our patients.
How Can I Follow Up On My Test Results?
Once your test results are available, your doctor will review them.
- If your results are urgent, we will contact you by phone to arrange an appointment.
- If your results are normal and do not require further action, you may not be contacted.
- If follow-up is needed, you will receive a secure SMS prompting you to book an appointment with your doctor.
Please note: Reception staff are unable to provide test results over the phone. If you would like to discuss your results, you will need to book an appointment with your doctor.
Thank you for your understanding as we ensure the confidentiality and proper management of your health information.
Can I Speak to My Doctor?
We understand that you may need to speak with your doctor outside of an appointment. However, as doctors are often consulting with other patients or performing procedures, it may not always be possible to speak with them immediately.
Our reception staff will provide alternatives and can take a message to pass along to your doctor, who will return your call as soon as they are available.
For emergencies, please call 000 immediately.
Is My Doctor Running On Time?
Due to the unpredictable nature of general practice, doctors may occasionally run behind schedule. To minimise inconvenience, we recommend calling the practice 15 minutes before your appointment to check if your doctor is running on time.
We appreciate your understanding and patience.
Does the Clinic Offer Home Visits
Home visits within the local area may be available after consultation with your doctor. However, we encourage patients to attend the clinic whenever possible to ensure access to the best care and facilities.
Do You Accept New Patients?
Yes, we welcome new patients. You can call the clinic after 9:00 am on weekdays to check for same-day appointment availability.
Alternatively, new patients are encouraged to book an appointment for a future date.
We look forward to assisting you with your healthcare needs.
How Do I Provide Feedback?
We value your feedback as it helps us improve the care and services we provide.
From time to time, we may invite patients to complete a confidential questionnaire about their experience at our practice. These surveys are designed to gather insights on how we can enhance our services.
If you wish to share your feedback, you are welcome to:
- Speak directly with your doctor or our practice manager.
- Write to us with your suggestions, concerns, or comments.
Your input is important to us, and we appreciate your time in helping us provide better care.
Do You Have Facilities for Non-English or Limited English-Speaking Patients?
Yes, we aim to support patients with limited English proficiency:
- If needed, you can access the Interpreter Service by calling 131 450.
- You are welcome to bring a family member or friend to assist during your appointment.
- Health Translations of common medical conditions are also available through the Victorian Government. Visit Health Translations for more information.
Please let us know if you require additional assistance, and we will do our best to accommodate your needs.
What Is Your Patient Code of Conduct?
We have a zero-tolerance policy for any form of abuse towards our staff, including medical, administrative, and reception staff.
Have other questions not listed here? Please Contact Us
