Patient Overview

  • All doctors in this practice have satisfied the training requirements of the Royal Australian College of General Practitioners and are on the Vocational Register of General Practitioners. This means we have a commitment to general practice and to continuing medical education.
  • All patient consultations and medical records are kept strictly confidential. This practice maintains security of personal health information and ensures that this information is only available to authorised personnel. Information on our Practice Privacy Policy is available from Reception.
  • The doctors will review phone messages relating to you or your family’s health at the completion of the current consulting session. In the event of an emergency, calls will be put straight through.
  • On some occasions, this practice may have to undertake urgent treatments, investigations or procedures for you. We will attempt to inform you of any additional costs upon request.

New Patients
Download our New Patients form to fill and bring with you for your first visit.

Appointments
Appointments can be made by phone and are booked at fifteen minute intervals. In order to reduce waiting time, it would be appreciated if you inform the receptionist of the need for a longer consultation when making your appointment. As emergencies or urgent problems will be given precedence, unavoidable delays may occur. If you wish, you can ring before your appointment to check if there is any delay.

Express Clinic
Appointments available Monday to Friday at a discounted rate. These are short appointments for one issue only such as repeat scripts and repeat referrals.

Home Visits
If you are too unwell and unable to attend the surgery a home visit can be arranged. Visits can also be arranged for patients in local Hospitals and Nursing Homes. However, if you live outside a 5km radius to the Practice, the doctor on duty may be unable to attend, and other arrangements may need to be made.

Patient Survey
From time to time, this practice invites patients to complete a questionnaire on their views of the practice and suggested improvements.

These surveys are completely confidential and help us to maintain a high standard of service.

Results
Patients will be asked to phone the practice 3 working days following the tests, between the hours of 2.00pm and 5.00 pm.

Reminder/Recall Systems
Reminder and Recall systems from within the practice, and as advised by State or National organisations, are used in this practice to provide ongoing, continuing and preventative care. Patients are asked to advise the GP if they do not wish to be included.

Privacy Policy
Nillumbik & Research Medical Centres respects your rights to privacy and takes our privacy obligations seriously.
We comply with the Australian Privacy Principles, found under the Privacy Act 1988 (Cth) ‘Privacy Act’ and relevant Victorian privacy legislation and Health Records Act.

For our full Privacy policy please click here.

Customer Service
If you are unhappy with any aspect of the care you receive from this practice, we are keen to know about it.

Please feel free to talk to any Doctor or the Office Manager about any problems you may have with the service we provide. We believe most problems are best dealt with within the practice. However, if you feel there is a problem you wish to talk further, you may prefer to contact the Victorian Government Centre for handling complaints. The address is:

Victorian Health Service Commissioner
Level 30, 570 Bourke Street,
Melbourne   3000
Telephone: (03) 8601 5200

Fees
Each Doctor determines their own fee and this is set by the Doctor after the consultation. Private billing occurs for most services with bulk-billing of pensioners, at the discretion of the Doctor.

Payment at the time of consultation is preferred.

Express Clinic fees are charged at a reduced rate

EFTPOS is available and the preferred method of payment.

A claim can be lodged directly to Medicare on your behalf, with the refund paid by EFT directly to your chosen savings or cheque account, or by cheque.

A full schedule of fees is available from the receptionist.

Bulk Billing is standard for children under the age of sixteen, holders of a pensioner card, vet affairs and certain health care cards. Please call reception for clarification.

Surgery Hours
All doctors are available Monday – Friday. Evenings and weekends are on a roster basis.

Eltham
Monday – Thursday: 8.00am – 8.30pm
Friday: 8.00am – 8.00pm
Saturday: 9.00am – 12.00pm
Sunday: 10.00am – 1.00pm

Research
Monday – Friday: 9.00am – 5.30pm

After Hours
If surgery is closed, by ringing the surgery phone number, you will be directed to an alternative medical attention by the answering machine, being the Locum Service on 9429 5677.

Communication
General enquiries can be made via practice email to nmcreception@nillmc.com.au or rmcreception@nillmc.com.au. However, it is not possible to discuss personal details or make appointments via email. Patients may receive SMS reminders or phone call confirming specialised appointments.