Opening Hours:

Our opening times are as follows:

• Monday to Friday 8.30 to 10pm
• Saturday and Sunday 9 am to 6 pm
• Public Holidays 9am to 6pm

We are open most public holidays. Contact the clinic for further details.Operating times will be revised regularly so please speak to staff about times if you have any queries.

Appointments:

All consultations with our doctors are by appointment only. However, patients with urgent medical problems without an appointment will be accommodated and attended to promptly.
Longer consultation times and an interpreter service are available to all patients, so please enquire or inform us when you make your appointment.
Online bookings are available at ProHealth. You will be able to make a booking with the doctor of your choice at a time that suits you without the hassle of a phone call.

Walk-Ins

We can sometimes help if you walk into the Medical Centre. Priority is given to people who have made a booking.

After Hours Appointments:

National Home Doctor Services provide home visits for our patients after our surgery closing times.  To make a booking call their operator service on 13 74 25 or you can book an appointment online through their website National Home Doctor Services.

National Home Doctor Service Operating Times:

Weekdays: Mon-Fri: 4pm-8am, Sat: 12pm-8am, Sun and Public Holidays: Open All Day

Emergencies:

Patients with URGENT medical emergencies or medical matters will be attended to immediately by our clinical team otherwise please call 000 for ambulance assistance.

Reschedule, Cancellations and Non Attendances:

Please notify our staff as soon as possible if you need to reschedule or cancel your appointment. This will allow us to make the appointment time available to other patients.

Pathology Services:

ProHealth Family Medical Centre is pleased to be able to provide patients with the convenience of onsite pathology services with a member of our friendly nursing staff during our operating hours.  When seeing our friendly nurses for pathology services an appointment must be made with the receptionist. Pathology services will be processed by Dorevitch Pathology. For processing times please discuss this at the time of collection.

Test Results:

Please be aware once you have undertaken any medical tests, it is your responsibility to arrange a follow up appointment with your doctor to discuss and receive your test results.  Please note that all test results requires a consultation with a doctor as it is important for us to give your results in person as the doctor has a duty of care towards their patients.

Referrals and Repeat Prescriptions:

It is ProHealth Family Medical Centre’s policy that all requests and scripts require a consultation with the doctor.

Billing Policy:

Patients are required to present their Medicare card and any concession cards (Centrelink issued Pension and Health Care card) they may have to reception upon arrival. ProHealth is pleased to be able to Bulk Bill all of our patients consultations. Private fees apply to overseas visitors. A copy of these fees is available at reception and advised by phone at time of booking.

Home Visits:

We provide a home visit services within a 5 to 10 km radius of the clinic to our regular patients who meet our home visit service eligibility criteria. This service also extends to our regular patients who currently reside in Retirement Villages and Residential Aged Care Facilities.

Communication Policy:

ProHealth Family Medical Centre’s preferred method of communication with our patients is via telephone or in person.  We will endeavour to return our patient’s phone calls/enquiries back as soon as possible. If contact is made with the clinic through our email address, a member of staff will attend to your query and respond via telephone within a timely manner.

Recall and Reminder Policy:

ProHealth Family Medical Centre is committed to providing a service with you to ensure your long term health care. With your consent, we will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your needs.  If you do not wish to be contacted via SMS, email or post as part of our patient reminder system, please advise staff accordingly.

Privacy and Confidentiality:

In line with privacy legislation, ProHealth Family Medical Centre maintains a strict security with your medical records and private information along with strict confidentiality of your personal information.  Only authorised members of staff have access to your information.

Continuous Improvement:

As a brand new purpose built clinic first opened in February 2016 we have planned continuous improvement activities we intend to implement. These include:

• Expanding our operating hours
• Continue to strive to implement paperless systems to increase protection of patient health information
• Provision of on-site allied health services

Patient Feedback:

Here at ProHealth Family Medical Centre we welcome and value any feedback from our patients to help improve and to keep a high level of commitment to our practice and our patients.  A suggestion box is located at reception.  Our team will review suggestions on a weekly basis.

Complaints:

If you have any complaints or concerns, please discuss this with our practice manager and we will ensure that it is dealt with promptly and accordingly. In the event that your complaint is not dealt with to your satisfaction, you may then escalate it to the following responsible authority:

Health Services Commissioner:
Level 26, 57 Bourke Street
Melbourne VIC 3000
Ph: (03) 8601 5222
Free call:  1800 136 066
Fax: (03) 8601 5219