Patient Information

  • Privacy And Confidentiality

    We comply with the Australian Government legislation, ensuring that the privacy of our patients in maintained. A copy of our privacy policy and collection statement is available online or at reception. Further information is also available from the Office of the Australian Information Commissioner on 1300 363 92.

    Sandy Hill Medical Centre Privacy Policy

  • Transfer of Medical Records

    If you are a new or existing patient requesting records from a previous clinic/hospital, please complete the form below or speak with our friendly receptionists and they can provide you with a Transfer of Records form we need you to fill out.

    Request for Medical Records Transfer

    If you have moved to another clinic and require your records to be transferred to them, please note we do charge $30.00.

  • Reminders And Practice Information

    Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time. Please advise reception if you would like to withdraw from this free service.

    Please note that our staff and doctors may communicate with patients and other organisations using SMS, calls, email and/or fax.

    For patients, we offer telehealth consultations with GPs via either phone calls or video conferencing. These options are available on our booking page. All other correspondence will be communicated either via SMS and/or email.

  • Appointments

    A standard consultation is 10-15 minutes, your doctor may ask you to come back at another time if they feel there is not sufficient time to deal with more than one of your health concerns. If you think you may require a longer consultation, please call reception or book for a longer appointment.

    We strive to maintain punctuality for all appointments, however, please be advised that doctors may occasionally run behind schedule due to unforeseen emergencies or the need to address complex medical issues. We appreciate your understanding and patience in such circumstances as we prioritize the health and well-being of all our patients.

    Patients will require longer appointments to discuss following problems:

    • Antenatal Care Consultations
    • Prenatal Consultations
    • Mental health care plans
    • Procedures
    • Skin cancer checks
    • Multiple issues discussions
    • Workcover and TAC
    • Reports and Pre-employment Medical

    Procedures:

    For all listed procedures below, an initial consultation must be booked with a doctor prior to scheduling the procedure:

    • Excisions
    • Wound care
    • Ear syringing
    • Travel immunisations
    • Vaccinations
    • Iron infusions etc.
  • Test Results, Referrals & Prescriptions

    Test Results

    Any test results, including pathology and radiology results, are typically returned to us within 2-3 days.

    If results are deemed “abnormal”, patients will receive a call or SMS to book an appointment with a GP for result review and discussion.

    If results are “normal”, patients will receive an SMS with a notification that results have been received and no further consultation is required.

    *Please Note: reception staff will not be able to access or discuss results with patients*

    If you have been contacted to review your results with a GP or require a copy of your results if they are “normal”, please ring reception staff to book in an appointment with a GP or book online

    Referrals & Prescriptions

    For any required referrals or prescriptions, please contact reception to book an appointment with a GP.

    BOOKNOW

  • New Patients

    New patients are always welcome. New patients are encouraged to complete a new patient form (Registration Form) prior to your appointment via a text message link, which will be sent to your following your booking.

    Alternatively, you can complete the form below.

    Click here for more information

    If you wish to complete these forms at the practice, please arrive at least 5 minutes prior to your appointment time.

    All new patients will be billed according to our fees schedule.

    Our centre operates on an appointment basis. Walk-in appointments are available depending on clinic capacity on any particular day. Walk in emergencies are always accepted and we will assist in any way we can. Please note that in some instances, our doctors may advise walk in emergencies to attend a hospital for further care.

  • Suggestions, Feedback & Complaints

    We constantly strive to maintain and improve our quality service and would appreciate any comments or suggestions you may have. Similarly, any complaints are taken seriously. Please do not hesitate to mention your feedback, suggestions or complaints to one of our staff.

    However, if you wish to take that matter further and feel that you need to discuss the matter outside the surgery, you may contact:

    Health Services Commissioner
    Complaints and Information
    Level 26
    570 Bourke Street
    Melbourne VIC 3000

    Website: www.health.vic.gov.au
    Telephone: 1300 582 113
    Fax No.: 03 9032 3111
    E-Mail: hsc@dhhs.vic.gov.au