Fees & Patient Information
Appointments
Vital Medical Centre Epping welcomes all patients, including new patients. Our doctors offer in person and telehealth appointments, both of which can be made through our online booking system, HotDoc. You may also phone our clinic to arrange an in-person consultation.
Telehealth appointments are strongly recommended wherever possible, to protect both you and our staff from the spread of COVID-19. If a telehealth consult deems it necessary, a face-to-face appointment can be arranged with one of our doctors. This is a requirement under our COVID-19 National Health Plan and is in accordance with the latest national recommendations.
Vital Medical Centre online bookings can be made through the HotDoc link at the top of our website. Once a booking is made, you will receive an email confirmation of your appointment, as well as a reminder email at least 24 hours before your appointment. Please note that these emails are sent from HotDoc, not directly from our clinics. Standard and longer consultations can be booked using the HotDoc service. We do not guarantee that our website, or any content on it in relation to our online appointment system, will always be available or be uninterrupted. Access to our website is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our website without notice and will not be liable to you if for any reason our website is unavailable at any time or for any period.
As an internet user you are responsible for making all arrangements necessary for you to access our website (including, having access to an internet connection and an appropriate browser).
Please note that you are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
If you have questions about our appointment system, telehealth appointments, or the availability of our doctors, please contact our friendly staff during business hours on 03 7035 0242.
Cancellations and Missed Appointments
If for any reason you are unable to attend a scheduled appointment we request that you contact and inform our clinic staff as soon as possible. This will allow your appointment slot to be offered to other patients. A DNA fee of $42 will be charged if we are not notified at least 2 hours prior to your appointment time. For more information about our cancellation policy, please contact our clinic staff.
Repeat Prescriptions
We understand that our patients often have medications which they take on a daily basis which will periodically require updated prescriptions. However for many medications our doctors have a duty of care to consult with you before issuing a repeat prescription. These prescriptions can also be issued by telehealth, and all general practice consultations are bulk billed.
If you are unable to make an appointment to see your doctor and urgently require a repeat prescription, please contact our clinic staff during business hours. Repeat prescriptions may be issued without appointments on a case-by-case basis, at the doctor’s discretion.
Lost or Misplaced Paperwork
Our Practice keeps an electronic copy of your medical records, including pathology results. For questions relating to accessing your medical records, please contact our clinic staff.
If you have misplaced a script, referral, or other paperwork issued to you by your doctor, please contact our clinic staff for assistance.
Recall System
If you have a scheduled appointment, you will receive a reminder email or text message at least 24 hours before your appointment. If you are unable to attend your appointment, please contact us to cancel it, so that your appointment time may be offered to another patient.
Occasionally, and in the interest of your health, we may contact patients by phone or HotDoc with reminders of recommended preventative health assessments or to educate patients of the need to undergo certain tests as recommended by the Royal Australian College of General Practitioners (RACGP). Should you not wish to be notified of these in the future, please advise our staff or use the opt-out option if available.
Medical Records
Your medical record is stored electronically on our fully computerised medical record system. Passwords are changed regularly, and data is backed up daily, to ensure your information remains secure. Currently, it is the policy of our practices to retain all medical records.
If any of your contact details change, please advise our staff as soon as is convenient to ensure your medical records remain up to date. If you wish to access a full copy of your medical records, please enquire with our practice staff. This service attracts a fee which is not eligible for a Medicare rebate.
Medical Record Transfers
An administrative fee of $25 is charged for transfer of medical records.
Results of Medical Tests
Test results and clinical correspondence will be returned in 3-5 business days unless marked urgent by your doctor. To check on the status of a test result, please contact your clinic by phone. Note that due to our privacy policy, we may not disclose your test results over the phone. Please note that unless your doctor deems it necessary, you will not be contacted if your results are normal. For abnormal results and further clinical correspondence, a follow-up appointment will be required. In this instance, our clinic staff will contact you to arrange a time and date for your appointment.
If your address or phone number changes, please advise our staff promptly to ensure you continue to receive all updates, appointment reminders, and clinical correspondence as normal.
Telephoning Your Doctor
If you wish to speak with your regular GP, please contact our friendly staff during business hours on 03 7035 0242. If appropriate, our staff can take a message and pass this onto your doctor. Please note that phone calls will be returned at the discretion of your physician. To ensure exemplary patient care our doctors will not be able to answer the phone while in a patient consultation. If your matter is urgent, please inform our staff at the start of your call.
Health Promotion and Prevention
While most people think a medical check-up is only needed if you’re already sick, our Practices encourages preventative health checks. Our doctors can assist with comprehensive health checks, including areas such as cholesterol screening, blood sugar testing, skin checks, and breast or prostate checks. Regardless of your age or perceived level of health, regular health assessment can be invaluable. To best understand your specific health promotion and prevention needs, book an appointment with one of our friendly doctors today.
Communication Policy
General enquiries can be made with our reception staff who will provide the best possible service and information for you. If the matter is urgent, please inform us so the matter will be directed accordingly. The doctors and clinical staff will review and return telephone calls between their sessions. It is strictly not to be misunderstood that our practice will provide clinical services over telephone. The appropriateness of a telephone message requiring a return call is decided by the practice clinical team. To protect the privacy and confidentiality of the patient, the practice clinical team may refrain from the disclosure of personal health information as appropriate.
Our practice does not encourage email communication as it is not a secure form of communication, so any medical information is best discussed with reception or with your doctor.
Feedback
We welcome all patient feedback, both positive and negative. Our clinic provides forms for patients to complete with feedback, and we constantly strive to improve our quality of service and care. Should a matter with the practice remain unsatisfied, patients can pursue this externally. To raise an external complaint, please contact the Health Complaints Commissioner on 1300 582 113.
Fees
Our Practice aspires to ensure excellent healthcare is accessible for all. As a result, all general practice consultation fees are bulk billed. Our pathology services are also bulk billed. Some consultations are not eligible for a Medicare rebate. These include pre-employment medicals, insurance-related medicals, special requests or requests to view your medical record. For wound care management, fees apply if special dressing material is used. These fees vary in accordance with the type of dressing. For more information about this pricing system, please enquire directly with our practice staff. For Workcover consultations, fees are applied as per the schedule until claim numbers are approved and the practice is provided with evidence of this. Please enquire with our reception for further details relating to Workcover.
Payment may be made by cash, cheque, and credit or debit (EFTPOS) card.
Translating & Interpreting Services:
For people who need help with English: TIS National 131 450
For people with hearing or speech loss: TTY: 1800 555 677
Speak and Listen: 1800 555 727
Visit the National Relay Service website for more information.