CALL 03 9560 7366

Patient Information

Practice Philosophy

Our philosophy is to provide the highest standard of patient care whilst incorporating a holistic approach towards diagnosing and managing illnesses. We are committed to promoting health, wellbeing and disease prevention to all our patients. We treat all patients with dignity and respect, regardless of their nationality and ethnicity.

Privacy and Confidentiality

All consultations are confidential. We value your privacy; therefore all patient details, including health and financial details, are kept private. There is also a patient privacy policy brochure available at reception.

Appointments

Most of the consultations at the clinic are by appointment. The receptionist staff will attempt to allocate a time that is most suitable for you. It would also be helpful if you mention to the receptionists before booking your appointment whether it would be a standard appointment (10 mins) or a long appointment (20 mins+), which is for multiple or complex problems.

Online bookings are also available Health Engine. We also have walk-in appointments available. We will book you in with an available doctor but you may have to wait. Once all same day appointments are filled, we will not be accommodating any additional requests.

Acupuncture

Laser acupuncture is one of the many services offered at the clinic. Please be aware there are private fee charges. The fee of a standard acupuncture treatment (<20 mins) is $60, long acupuncture treatment (20-40 mins) $95, prolonged acupuncture treatment (>40mins) $135.

Waiting Time

We are aware of the importance of our patients’ time and endeavour to see our patients at their booked times. Unfortunately due to a range of reasons this is not always possible. If your doctor is running behind schedule you may be offered an alternate doctor that is available, but the choice will be entirely yours. Alternatively, you can ring 30 minutes prior your appointment to check on doctor's schedule and choose to come in at the estimated time given to you by the receptionists.

Fees

We provide bulk billing for general consultations to all patients who hold a valid Medicare card. However, private fees are applied for laser acupuncture treatment, minor procedures and services not covered by Medicare. Additional charges are applied for vaccines and all other consumable materials.

For patients without a valid Medicare card, a standard private billing consultation is $60, a long consultation is $95 and a prolonged consultation is $135.

A full fee schedule is available at our front desk. We accept credit cards and have EFTPOS facilities.

Telephone Calls and Communication with Doctors

Most telephone inquiries are taken by the receptionist staff. Our doctors are available to speak with patients if necessary. Reception staff will ask the patient to briefly explain the reason for the call to determine if the Doctor should be interrupted during a consultation or an internal message sent. This is to avoid interrupting another patient’s consultation.

Results

It is important that you exercise your responsibility to follow up your test results. To ensure optimal medical care and understanding of your health, all results, even if they are normal, require an appointment with the doctor for discussion.

The Practice will contact you regarding any urgent results so please update us with your contact details should there be any changes. Please be aware that the practice staff is unable to discuss any test results over the phone.

Repeat Scripts and Referrals

Repeat prescriptions require an appointment with your doctor to ensure that your medication and medical condition are being managed appropriately. Occasionally, when an appointment is not required , a non debatable fee of $15 is charged to cover the doctor's administrative time. It would be advisable to give 48 hour's notice so the doctor can refer to your file and prepare the prescription.

A standard appointment will be required for any ongoing referrals.

Home Visits

Home visits are available to patients who are not able to come to the clinic due to their medical condition. Most home visits are conducted during the evening but if it is urgent, an available doctor will come and see you as soon as possible.

Clinical Recall and Reminder System

The surgery has a recall and reminder system to assist patient care. A clinical reminder sms or letter will be forwarded from the nursing staff, should an appointment be required.

Cancellation Policy

All changes or cancellation of appointment are required at least 24 hours’ notice or a No-Show/Cancellation fee of $62 is applied.

After Hours and Emergency

The surgery employs a locum service to provide medical care to patients after hours and in the event of an emergency.

When our clinic is closed during weekdays before 11pm, please call 0490 173 469 (Kingsway Medical Clinic) for after hours medical service. Please note that there will be an additional $100 call out fee on top of the consultation fees for this service.

After 11pm on weekdays, all days on weekends and public holidays, please call National Home Doctor Service at 13 7425 (13SICK) and our locum services will assist you.

Patient feedback and complaints

If you have a complaint or concern about the service you have received from the Doctors or any staff working in this Practice, please feel free to discuss with our practice manager. If you are still not satisfied or would like to take the concern further, you may contact the health services commissioner:

Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax no: (03) 9032 3111
Email: hsc@dhhs.vic.gov.au

Or write to:

Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne 3000

诊所理念

荣耀家医诊所的理念是提供最高标准的护理,综合疾病诊断和治疗方案为患者服务 ,我们诊所致力于为所有的患者促进健康,保证福利和疾病的预防。我们统一对待和尊重所有的患者,不分国籍和种族。

隐私和保密

所有咨询都被保密。我们重视您的隐私; 因此,所有患者的详细资料,包括健康和财务细节,都被保密。接待处设有患者隐私和保密的小册子供参考。

医疗服务

我们诊所提供如下服务:

  • 家庭医学
  • 男性健康
  • 女性健康
  • 兒童健康
  • 儿童免疫疫苗
  • 旅行疫苗接种
  • 精神及心理健康
  • 慢性病管理
  • 皮肤癌检查
  • ECG心电图
  • 小型手术
  • 就业前医疗
  • 体重管理
  • 病例化验
  • 養老院探訪
  • 交通及工伤意外
  • 针灸(另有收费标准)

预约

我们的医务人员和前台接待员会说英语,粤语和国语。为方便您就医,请提前预约挂号,我们接受电话或上网预约挂号。

我们前台接待员将会尽量安排及配合您所需要的看诊时间。如果您有较为复杂的问题需要解决,请告知前台接待员您需要较长的看诊时间。

在没有提前预约的情况下,或许您需要等待较久。

等待时间

我们知道时间对患者的重要性,并尽力希望我们的患者能准时看诊。在某些情况下医生无法准时看诊,我们会为患者推荐其他医生,患者可以自行决定是否接受。此外,您也可以在预约的时间提前30分钟打电话给前台接待员查询和估计您的看诊时间。

看诊费用

我们诊所营业6天,如果您有澳洲医保卡(Medicare Card) 那您将享有医疗保健费用全额覆盖的医疗保障(Bulk Bill)。小型手术及材料需另外收费。

对没有澳洲医疗卡(Medicare card)的收费标准: 普通咨询: $60 , 长时间咨询: $95,特长时间咨询: $135。有关完整的收费表 ,请向前台接待员查询。

我们接受信用卡/ 现金付费,同时设有EFTPOS付费设施。

联系医生

大多数来电将由前台接待员应答并记录。如有任何原因你需要和医生直接电话沟通,为避免打扰当时正在就诊的患者,前台接待员会把您的留言转交医生,请医生有空时回电话。

化验和检查结果报告

跟进您的检查报告是十分重要的。为了您的健康得到最佳保障,所有的结果报告(即使是正常的),您都需要预约医生复诊。

如果有任何紧急结果报告,我们会马上与您联系,所以请确保我们的诊所有您的最新联系方式。请注意,除了医生,诊所其他工作人员不能通过电话与患者讨论任何测试结果报告。

重复处方及转介信

若您需要重新打印医生之前开具的处方,需要预约医生面谈,以保证您的健康情况依然得到最佳的诊断管理。

患者如果需要任何转介信, 都需要与医生预约。

登门看诊

因为特殊健康原因无法前来诊所就诊的患者,我们的医生将根据情况提供登门看诊。详情请咨询前台。

复诊提醒

在收到患者的检查结果后,或其他必要时候,我们的护士会发短信或信函给需要复诊的患者,以便患者在最快的时间内回来复诊。

取消预约

为了您自己和他人看诊的方便,请您至少提前24 小时打电话取消预约,这样我们可以有足够的时间帮您更改预约,并把您的预约时间安排给其他有需要的患者。如果你在24小时之内取消预约,或者是没来看诊的话,我们将有权向您收取$62的费用。

营业时间之外的门诊服务和紧急情况

在诊所营业时间以外,我们有如下方式继续为患者提供诊疗服务。

周一至周五下班时间后至夜间11点以前,如有 需要紧急看诊,请致电0490 173 469,此服务将收取当次诊疗费及$ 100的额外服务费。若在夜间11点之后、周末及所有公众假期时间内需要看诊,请拨打13 7425 (13 SICK)联系看诊服务。

请注意,所有危及生命的紧急情况,请立刻拨打000或到离您最靠近的急诊室就诊。

反馈与意见

如果您对我们诊所的服务有任何反馈或意见,请随时与办公室经理反映这些问题。如果你仍不满意或想采取进一步的措施,您可以联系健康服务专员:

Health Services Commissioner
Complaints and Information
电话: 1300 582 113
传真号码: (03) 9032 3111
电子邮件: hsc@dhhs.vic.gov.au

或写信至:

Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne 3000