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Medical Practice Information

To help you learn more about Lilydale Medical Centre and what makes us one of the best clinics in the area, here is some information about our Lilydale medical practice, including details about communications, billing, and more.


Parking and Access

Lilydale Medical Centre has wheelchair access and ample parking, including a basement car park with lift access.


Billing Arrangements

We direct bill Veteran Affairs card holders and with the exception of weekends, Aged Pensioners. Private patients will pay a gap beyond the Medicare refund. Pensioners will pay a $19.95 gap. Healthcare card holders will pay a $31.95 gap and other patients’ gap payments will vary according to the complexity of service or if a procedure is performed. We ask that the account be settled at the time of consultation. If only the gap is paid, a $5 administration fee is charged. If the account is not settled on the day, a normal account fee is added. For your convenience payment can be made by cash, cheque or eftpos. This practice can process your claim immediately, whereupon your rebate will be paid directly into your cheque or savings account. This practice can lodge a claim for those patients electing to pay only the gap and we request that they forward the Medicare cheque to the clinic as soon as possible after it is received. Childhood immunisations are direct billed.Effective 1 January 2012, nurse appointments incur a non-rebatable charge of $15.00 for adults and $10.00 for children. Repeat appointments incur a charge of $5.00. This is necessary because the government no longer funds nurse item numbers, so the cost is incurred by the patient.


Feedback & Complaints

We appreciate your feedback. If you have any questions or concerns, simply call us during Practice opening hours or contact us via our website anytime. Alternatively, you may address your concerns with the Health Complaints Commissioner, 26th Floor, 570 Bourke Street, Melbourne 3000, Telephone 1300 582 113.


Appointments

Consultation is by appointment. Urgent cases will be seen on the day. “Walk-ins” will be offered the next available appointment.


Home Visits

If you need your doctor to make a home visit when your condition prevents you from attending the surgery, please telephone and inform reception.


Work Cover

The patient is responsible for work-related consultations unless a written authority for payment has been received from the employer. The patient is responsible for any gap amount not paid by the employer.


Booking a Long Appointment

If you require an insurance medical, pre-employment medical, review of a complex health problem, counselling for emotional difficulties, or a second opinion, please book a longer appointment. Please bring relevant letters and test results from other doctors if required.If more than one person wishes to be seen by your doctor at the same time, please advise reception.


Non-Attendances

Please notify the clinic well in advance if you are unable to attend your appointment. A non-attendance fee of $20.00 will be billed after three non-attendances.


Repeat Prescriptions

Repeat prescriptions may be requested by completing a ‘Repeat Prescription’ request form at Reception or by fax or email. Twenty-four hours notice is required. There is a $5.00 charge for repeat prescriptions ($7.00 for Authority prescriptions) and a $10.00 charge if a prescription is required without 24 hours’ notice. Drugs of addiction prescriptions cannot be requested without a consultation. Patients who have not been seen for 12 months cannot have a repeat prescription without a consultation.

Provision of access to health information incurs a fee. This fee depends on the level of access desired and the time involved.


Referrals

Doctors in this practice are competent at handling all the common health problems. When necessary, they are able to draw on opinion from Specialists, and if need be, refer you for further investigation. You can discuss this with your doctor. There is a $5.00 charge for repeat referrals without consultation.

Provision of access to health information incurs a fee. This fee depends on the level of access desired and the time involved.


Access to Health Information

Provision of access to health information incurs a fee. This fee depends on the level of access desired and the time involved.


Transferring an Individual’s Health Information to another Health Service Provider

There is a fee for transferring patient histories to another clinic.


Telephoning your Doctor

Although most problems are best dealt with in consultation, a doctor will always be available during normal surgery hours for emergency advice. Our staff are experienced in helping you decide whether the matter requires an appointment, a return phone call from the practice, or urgent advice. Each doctor’s policy on receiving and returning phone calls differs, so please check with your doctor as to what his/her practice is.


Electronic Communications

Emailed changes of patient details, script/referral requests, feedback and complaints are appreciated. Please telephone reception for appointments and results enquiries.


Patient Reminders

The clinic participates in national and state registers (e.g the Childhood Immunisation Register and the Victorian Cytology Register) and has the ability to send out patient reminders: i.e pap smears, vaccinations, health assessments, medication reviews, etc. Please speak with your doctor.


Test Results

Patients are requested to telephone for results. Patients with abnormal results will be recalled by telephone. If the patient is not contactable by telephone a letter will be sent.


Special Practice Notes

Despite our best intentions, we sometimes run late! This happens when someone has needed unexpected urgent attention. Be assured when it comes to your turn, the doctor will give your problem the time it deserves. If more than one person wishes to be seen by your doctor at the same time, please advise reception. If for any reason you are dissatisfied with any aspect of the clinic’s services, we encourage you to discuss your concern with the Practice Manager. Thank you for your consideration.


Confidentiality

Every effort is made within the Practice to ensure that privacy is a top priority, both within the consulting area and in the waiting room. When patients paper health information is no longer required the Practice disposes of it by shredding. Should privacy due to distress or discomfort etc. be needed by a waiting patient, there are other rooms available to them.