Patient Info

MyClinic patient information provides patients with clear guidance about accessing healthcare services at MyClinic locations. Find information about appointments, communication, privacy, test results, recalls, accessibility, after-hours care and other important practice information.

Appointments

Doctors consulting from MyClinic locations generally see patients by appointment. Appointment availability, consultation types, fees and billing arrangements vary between individual doctors and clinic locations.

Please arrive on time. If you are running late, contact reception as soon as possible, as your appointment may need to be shortened or rescheduled.

If you have several concerns or think you may need additional time, please ask reception about booking a longer appointment.

Patients requiring urgent medical attention should advise reception. For a medical emergency, call 000.

Find your nearest MyClinic location for clinic contact details, opening hours and appointment information.

MyMedicare

MyMedicare is a voluntary and free patient registration program that allows eligible patients to register with their preferred general practice and select a preferred GP. Health, Disability and Ageing Dept.

Registering may provide access to additional Medicare-supported services, including longer MBS-funded telehealth consultations and certain services linked to your registered practice. Registration does not prevent you from attending other general practices or healthcare providers. Health, Disability and Ageing Dept.

Eligible patients can register through their Medicare Online Account linked to myGov, or speak with practice staff about registration.

For more information about MyMedicare, including eligibility, benefits and how to register, visit the Australian Government MyMedicare website.

Patient Identification

To help ensure the correct medical record is accessed and healthcare information is recorded against the correct patient, practice staff will confirm your identity when you attend.

You may be asked to confirm your full name, date of birth, address and telephone number and to present your Medicare card or other relevant identification.

Please advise reception whenever your personal or contact details change.

These identification checks are an important patient-safety measure and may be repeated during your visit when necessary.

Communication With Your Doctor

If you require medical advice or need to discuss a clinical matter with a doctor, you will generally need to book an appointment.

Practice administrative staff cannot provide medical advice. Non-urgent messages may be passed to the relevant doctor where appropriate; however, the doctor may determine that an appointment is required to properly assess your concern.

For urgent concerns, please tell reception when contacting the clinic so appropriate action can be taken. For a medical emergency, call 000.

Email and Electronic Communication

Email is not always a secure method of communicating sensitive health information. Please avoid sending confidential or urgent medical information by standard email unless specifically instructed to do so.

Where appropriate, MyClinic uses secure methods to transmit health information electronically.

Email, website enquiries and electronic messages should not be used for medical emergencies or urgent medical advice.

If you require medical advice from a doctor, please book an appropriate consultation.

Test Results

Your doctor is responsible for interpreting your test results and determining whether further assessment, treatment or follow-up is required.

Practice administrative staff cannot interpret results or provide clinical advice about them.

Your doctor will advise you about appropriate arrangements for obtaining and discussing your results. Depending on the result and your individual circumstances, you may need a follow-up appointment.

Patients should follow up investigations as advised rather than assuming that no contact means a result is normal.

Recalls and Reminders

MyClinic locations use recall and reminder systems to support appropriate follow-up and preventative healthcare.

You may be contacted by telephone, SMS, secure electronic communication or letter when follow-up is required or a health reminder is due. Please ensure your contact details remain current.

MyClinic locations may also participate in relevant State and National health registers where appropriate and in accordance with applicable requirements.

Please contact your clinic if you have questions about a recall or reminder you have received.

Privacy and Access to Health Information

Personal health information is collected, stored, used and disclosed in accordance with applicable privacy legislation and MyClinic’s Privacy Policy.

Patients may request access to their health information or a copy of their medical records by contacting the relevant MyClinic location.

Identification may be required before information is released, and reasonable administrative fees may apply where permitted.

Requests are managed in accordance with privacy, confidentiality and legal requirements.

Requests are managed in accordance with privacy, confidentiality and legal requirements. Further information about your privacy rights and Australian privacy law is available from the Office of the Australian Information Commissioner (OAIC).

Interpreter and Communication Assistance

MyClinic aims to support patients who require assistance communicating with their doctor or practice staff.

Please tell reception if you require an interpreter or have other communication needs. Interpreter services can be arranged where appropriate.

Where possible, advise reception when booking your appointment so suitable arrangements can be made before your consultation.

Patients are encouraged to discuss any accessibility or communication assistance they may require with the relevant clinic.

Home Visits

The availability of home visits varies between individual doctors and MyClinic locations.

Patients who are unable to attend a clinic may contact reception to discuss their circumstances. A request for a home visit can be referred to the relevant doctor for consideration.

The doctor will determine whether a home visit is clinically appropriate and what arrangements, if any, can be made.

Alternative healthcare arrangements may be discussed when a home visit is not available or appropriate.

After-Hours Care and Emergencies

If you require medical care outside the operating hours of your usual MyClinic location, please refer to the after-hours information provided by that clinic.

For after-hours information of a non-medical nature, please call 0437 216 028.

Email, website enquiries and social media should not be used for urgent medical concerns.

If you are experiencing a medical emergency, call 000 or attend the nearest emergency department.

Respectful Behaviour

MyClinic is committed to providing a safe and respectful environment for patients, doctors, practice staff and visitors.

Threatening, abusive, discriminatory, intimidating or violent behaviour towards any person at a MyClinic location will not be accepted.

Serious incidents may result in a person being asked to leave the premises and, where necessary, police or other appropriate authorities may be contacted.

Smoking is not permitted in or around clinic premises.

Sustainability

MyClinic is committed to improving the environmental sustainability of our clinic operations while maintaining safe, high-quality healthcare.

Our clinic locations aim to reduce their environmental impact through practical measures including reducing unnecessary paper use, responsible waste management and recycling, reducing unnecessary energy and water use, and safely managing clinical and pharmaceutical waste.

Patients can also help by choosing electronic forms and communications where available and disposing of unwanted or expired medicines safely through an appropriate pharmacy disposal service.

Environmental initiatives are considered alongside patient safety, infection prevention and control, privacy and clinical requirements.

Feedback and Complaints

MyClinic welcomes patient feedback and takes concerns and complaints seriously.

Concerns about medical care can be discussed with the doctor involved or raised with the Practice Manager, who can assist in communicating your concerns to the relevant doctor.

Concerns about practice staff, administration or clinic facilities should be directed to the Practice Manager at the relevant MyClinic location.

If you remain dissatisfied, you may contact the Health Complaints Commissioner Victoria on 1300 582 113 or visit the Health Complaints Commissioner website.

Social Media

MyClinic social media accounts provide general information and are not a method of communicating with your doctor or obtaining individual medical advice.

Doctors and practice staff do not provide individual medical advice through MyClinic social media accounts.

Please do not post confidential or personal health information on social media.

For appointments or administrative enquiries, contact the relevant MyClinic location. For medical advice, book an appropriate consultation with a doctor.