Prior to your first appointment, you will be required to complete our new patient form. Save time on arrival by completing the form beforehand and bringing it with you to your appointment.
New patient policy
Please arrive 10 minutes before your appointment time to complete a new patient form. Please bring your Medicare card and any concession or health care cards. You could also complete the new patient form online before your appointment.
A short appointment is required if you have a single non-urgent condition or routine problem to consult with our doctors.
We request that you book a longer appointment if you have a complex problem or multiple issues to attend to, or require detailed forms to complete. This assists our doctors to appropriately attend to your needs and helps prevent lengthy waiting times for other patients.
You can book your appointments on-line via your phone or computer. Simply click on the Book Now button and follow the HotDoc prompts.
Glengowrie Medical Centre is a mixed billing practice with some bulk billing and discounts offered.
DVA Gold are Bulk Billed.
Concessions and children pay a discounted fee Monday to Fridays.
New Workcover consultations will need to be paid in full on the day.
Our Fee Schedule clearly outlines when fees will be charged. If fees are charged this will be due at the end of the consultation.
For extra services such as Mirena Insertions, Iron Infusion and Minor Procedures/skin excisions an additional fee will apply as outlined in the Fee Schedule. Non-Medicare care holders will be charged a full fee on the day.
Newborns who are awaiting a Medicare will need to pay in full on the day, which can be claimed by Medicare by the parents.
Referrals, Prescriptions, Forms
Please make an appointment with your doctor to have these services completed. If you are unable to make a time to have these attended to, a fee can be paid to have your doctor complete a request for scripts or referrals with a days notice to complete the request.
Please make an appointment to follow-up test results ordered by your doctor. This includes radiological tests such as X-rays and scans. Most routine test results are available 48hrs after they are requested. Some results require more time to be available and generally your doctor will advise you if a longer wait applies to your tests. Results will generally not be provided over the telephone. Urgent abnormal test results will be brought to your attention by a doctor or one of our staff members. However, the follow-up of your test results is your responsibility and we recommend arranging your follow-up appointment at the time of your test being undertaken. Follow-up appointments for results are generally bulk billed.
As a commitment to providing a quality preventative medical service, our practice will from time to time send out an invitation to participate in a preventative health screening appointment or activity appropriate to your care. Please contact our friendly reception staff to make an appointment to participate in any invitation received or to receive further information. If you do not wish to participate in our reminder service please let our reception staff know.
Cancellations and Missed Appointments
Please advise our reception staff no later than 24 hours before your booked time if you need to cancel or change your appointment as this will allow other patients access to a doctor. This is especially important during busy peak times such as winter cold and flu season and busy periods at the start and the end of the week. We reserve the right to charge a cancellation fee for missed appointments as stated in our Fee Schedule. We reserve the right to not allow future appointments to be made if more than 3 are missed without proper notification.
After Hours Care
In the event our centre is closed, your call will be diverted to the National Home Doctor Service. The direct number for this service is 13-SICK or 13-7425.
To give each patient the best consultation possible, doctors prefer not to be interrupted by phone calls. Practice staff are happy to take a message and the doctor or nurse will return your call as soon as they are available.
We can arrange an interpreter to assist you or a family member when attending one of our practitioners for a consultation. Please let our staff know if you require this service at the time you book your appointment. A longer appointment will generally be required if using this service.
For more details about interpreter services, please visit the TIS website.
Mater Online also offers an extensive range of translated health resources.
Access to Medical Records
Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and to ensure that this information is only available to authorized staff. For new patients we ask that you request a Transfer or Medical Records form from our staff which will ensure that you prior medical centre provide the Glengowrie Medical Centre with all of your previous medical records. We abide by the Australian Privacy Principles available at www.privacy.gov.au/health/index.html.
This practice has a strict no smoking policy.
Feedback and Complaints
If you have a problem, we would like to hear about it. Your feedback is always welcome as it helps us to improve our services and provide the best possible patient experience. Please feel free to talk to your doctor, a receptionist or the Practice Manager. Alternatively, you may prefer to write to us. We take all concerns, suggestions and complaints seriously.
If you have any cold or flu-like symptoms, have travelled overseas or interstate to a designated hotspot area in the last 14 days or have been in contact with a suspected case of COVID-19, please stay at home and book a telehealth consultation. Please note: the Government requires all patients to wear a mask when visiting this practice.