Doctors at this practice experienced and autonomous. They bulkbill their consultations for all Medicare card holders.  

When booking appointments online, please select a specific consultation type (Eg. Standard, long etc, vaccine or a cervical screen):

• Standard consultation (<15 minutes): 1 – 2 conditions
• Long consultation (<30 minutes): 3 – 4 conditions

For patients needing to discuss three or more conditions, we kindly ask that you schedule a longer appointment. If a standard consultation is scheduled, we will address the most pressing issue, and another appointment will be necessary to discuss additional concerns. For new patients we recommend booking a longer consultation. Although longer appointments incur higher fees, the out-of-pocket expense, or “gap,” remains relatively consistent.

Doctors endeavour to offer comprehensive care within the allocated consultation time. It is therefore crucial that patients book appointments accordingly. We are mindful that every patient’s need should be attended to during the time of their appointment. Doctors running late causes frustration to those waiting. 

Important notice: For those seeking medical examinations for their driver’s license or other purposes, please mention the purpose of your appointment and clearly communicate the type of medical exam needed to our receptionist if booking by phone. Ensure all required forms are completed beforehand, including relevant sections. Additionally, bring along a valid form of identification, such as your driver’s license, and your glasses if applicable.”

We will endeavour to attended to urgent care but not life-threatening emergencies.

While the practice is committed to scheduling appointments at realistic intervals, there may be an increased waiting time due to one of the following:

• It’s important to acknowledge that some issues can be more complex than initially expected, potentially requiring more time to address adequately. We recommend that patients schedule longer consultations if they anticipate discussing multiple and/or complex issues. This ensures sufficient time for consultation and to ensure upcoming appointments are not affected.
• In the event of unexpected urgent patient needs, a situation may arise that necessitates immediate attention for patients. Your patience is greatly appreciated during such times. We will do our best to minimise the wait time. If the wait becomes too lengthy or if you prefer, our staff will be happy to reschedule your appointment for a more convenient time.

Keeping your information current is crucial. If there is any changes to your details or emergency contacts please inform the staff promptly to ensure efficient communication, particularly in urgent situation.

If you are running late, please ring to see whether it is possible to fit you in or to arrange another suitable time. Staff will do their best to help you and accommodate your needs. But being late may be unfair to other patients who would be made to wait.

If you are unable to attend your scheduled appointment, please contact us to change your appointment time or cancel. We require a minimum of 2-hour notice for cancellations of appointments. 

Doctors of Lancefield takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.
Our staff are trained and dedicated to serve you and you will be treated with courtesy and respect at all times. In return, we request that our doctors, staff and nurses are treated with the same courtesy and respect.

We have a ZERO TOLERANCE approach to any verbal, aggressive and violent abuse and behaviour towards our doctors, staff and nursing team or other patients. We respectfully advise you that abuse and/or violence will not be tolerated. If required, the Police will be called and may result in the person concerned being removed from our practice.

It is important to ensure accessibility to essential vaccines, especially childhood vaccines, which are funded by the government to ensure universal access. For other vaccines, individuals may need purchase from a pharmacy and can discuss their vaccination needs with a nurse or doctor during their appointment.

Patients requiring access to our treatment room may incur an additional fee for the services rendered in addition to their consultation fee. This fee encompasses the care administered by our nurses including dressing, wound care, and other procedures. Advance notification will be provided regarding these charges.

We only bill Workcover directly upon receipt of a letter confirming your claim acceptance, containing a claim number and billing details. Without this letter, standard billing procedures will apply, and you will be responsible for seeking reimbursement from your employer or Workcover.

Doctors practising at this facility prioritise in-person consultations at the surgery and may not be readily available to receive or return patient phone calls. Given that many concerns are addressed most effectively during face-to-face consultations we encourage you to schedule an appointment at your convenience. Alternatively, if you prefer, you can book a telehealth consultation. Please note that certain conditions may necessitate an in-person visit, and your doctor will communicate this during telehealth consultation.

We adhere to all professional and legal/statutory requirements. Any information shared with our Practice, your GP, and our staff remains strictly confidential and will only be disclosed to a third party if legally mandated or upon your request.
Your information is stored securely, and all staff have signed confidentiality agreement.

You will automatically be enrolled in the reminder systems managed by the practice. Please inform the reception if you would prefer not to be enrolled in this system.
You will receive recall messages when the doctor determines it’s necessary for you to come in for a consult.

Privacy laws restrict us from sending e-mails containing health information or requesting any personal or health related information via e-mail. Exceptions can be made with your consent or if you request it in writing.

Please schedule an appointment if you need certificates (medical or carer’s), repeat prescriptions or referrals. Doctors at this Practice are committed to ensuring that any repeat medication, referral, or certificate is suitable for your needs. This may involve a brief consult. Medical certificates cannot be back dated.

We maintain the belief that patients have a shared responsibility in completing the test requested by their doctors and follow up on the results of any tests performed. 

Results will not be provided by the reception staff since they are not trained to interpret results.

Results will be shared solely with the patient, except in cases involving children, where parent or guardian will receive the results on their behalf.

When a patient receives a test request from their doctor it is important to schedule an appointment to discuss their results. Additionally, the practice may send reminders to patients to make an appointment to discuss results with their doctor.

The time taken for results to be available at the practice can vary depending on the type of tests. Blood test results typically takes about 3-5 days. However, urgent requests may be available sooner. In case of abnormal or urgent results you will be notified as soon as possible.

We value your feedback as it enables us to enhance our services. Whether you have a comment or complaint please feel free to share your feedback using the patient feedback form which is available at the reception. If you have a comment or complaint, you are welcome to provide this feedback via the Patient Comment Form available at Reception. Your input is greatly appreciated.

If you prefer to provide feedback outside of the practice, you are welcome to use our online form, accessible by selecting “feedback, compliment, or complaint form,” or email us at [email protected]. If you fail to resolve you complaint directly with service provider then you can direct you complaints to the Health Complaint Commissioner ( https://hcc.vic.gov.au  to be hyperlinked). We value your input and are committed to addressing any concerns you may have.