FAQ's
Privacy Policy
We strongly believe in protecting patient privacy in accordance with legislative requirements. Our practice is committed to maintaining the confidentiality of your health information. Your medical record is a confidential document. A copy of the Privacy Policy is available at reception
A copy of the policy can be found here
In an Emergency
If you require after-hours medical advice, call 41200694 and you will be directed to the on-call doctor (this service is only for existing patients of Flora Hill Medical Centre
If you require any urgent advice, please go to your nearest emergency department.
Feed back
We endeavour to provide efficient, high-quality medical care at all times. In the event you have any concerns, please contact our Practice Manager. This can be done by contacting the clinic directly. You may email us at info@florahillmc.com.au
We rely on feedback to keep improving our practice.
If you are not satisfied with the outcome, you may direct your complaint on to the Health Complaints Commissioner. Level 26, 570 Bourke Street, Melbourne VIC 3000 Phone: 1300 582 113
Waiting TImes
We try our best to run as close to time as possible, however, some people may be more unwell than they thought on booking their appointment and may need more time than they had booked for.
Occasionally, our general practitioners may be called by another doctor to help with an emergency.
We are happy for you to contact our clinic prior to your appointment to check if the doctor is on time. Booking the correct appointment time allows our doctors to run close to time and reduce delays.
Interpreter Service
We prefer the use of qualified medical interpreters when this service is required. Please inform reception at the time of booking so this can be arranged ahead.
Available services include
National Relay Service (NRS) is an Australia-wide phone service for patients who are deaf, have hearing impairment and/or speech impairment and people wanting to communicate with them.
(www.relayservice.com.au)
Translation and Interpreter Service (TIS National) for patients from a non-English speaking background.
(www.tisnational.gov.au)
131 450 for translation and interpreter service.
(www.tisnational.gov.au)
Emergency Medical Advise
In the event of an emergency, please dial 000 or present to the nearest Emergency Department.T o seek after-hour care when our practice is closed, please call the duty doctor on 41200694 (only for patients who attend the surgery).
Appointments
We request you call to book or make an online booking for all general appointments.
We do not offer routine walk-in appointments but triage any patients who present to the clinic accordingly.
Types of Appontments
In most instances you will only require a standard appointment.
Some consultations such as mental health care plans, complex or multiple issues and procedures require longer appointments. Our receptionists are skilled in helping you navigate this.
Providing Patient Feedback & Complaints:
Your feedback is important to us and is always welcomed. Please feel free to talk to your doctor, the practice manager or a receptionist about any problems or suggestions you may have regarding the services we provide, or you may use the suggestion box located in the waiting room. If you have a serious complaint, please put it in writing and address it to our practice manager.
If we are unable to resolve your problem,
You may wish to contact the
Health Services Commissioner,
30th Floor, 570 Bourke Street,
Melbourne 3000.
Telephone 1800136 066,