OUR PRACTICE POLICIES & INFO

UPDATING US

Life happens and things change!Please update us if there is any changes to your  address, telephone number, work phone number, mobile number, Medicare number and expiry, Pension / Concession card expiry and next of kin and emergency contact details. It is of utmost importance that we have your updated details so that  we can always reach  you or notify you of test results.

ABUSE AND AGGRESSION

It is our policy to deal with any kind of violence, aggression or abuse very strongly. We have zero tolerance to any such behavior towards our staff , nurses and doctors. We would like to inform you that police will be called immediately and a lifetime ban will be placed on the person who might be responsible for such behavior.

WAITING TIME POLICY

Despite our sincere efforts waiting times are sometimes unavoidable. This happens for a number of reasons such as patient coming in with complex issues or multiple problem lists leading to consumption of time more than allocate for that particular visit. We do not discourage presenting with multiple issues , however, it is recommended that you book a longer appointment by ringing our clinic in case you have complex healthcare need or if you have a list of problems. If you are waiting for longer than expected then please communicate with our staff regarding your situation. An option of seeing the next available doctor might become available for you which will minimize your waiting  time.

INTERPRETER SERVICE POLICY

Being part of a multicultural society we appreciate that English may not be your first language. If this is the case, you can rest assured as we are able to meet your need. We use professional  interpreter services (TIS) which is free of any cost.  If you would consider using this  services during your  consult, please inform our staff at the time of booking your appointment as a  longer appointment might be required for this service. We also have bi-lingual Doctors who speaks Bengali, Hindi and other languages. Please ask our reception staff for more information.

COMMUNICATION POLICY

If you are thinking of ringing us regarding your test results please be informed that we are unable to give you your results over the phone. You need to book an appointment with our doctors to get the results given to you. Same policy applies to specialist letters. We would like to assure that we are going to contact you in case the results are abnormal. If you are unable to attend due to exceptional circumstances, please contact us and  leave a message and our nurses or the doctor will try to get back to you. Please be advised that you need to book an appointment with the doctor for scripts (including lost or repeat) and referrals. Due to the risk of breach in privacy and confidentiality we are unable to send you any clinical information via email.

PRIVACY POLICY

At Highway medical , we are very meticulous in maintaining the confidentiality of your health and personal records. Therefore we do not divulge your personal information to others without your written consent. we are  also not able to  give information about other patients or confirm whether they are attending the clinic or whether they have made an appointment with us. If you need to access your personal health information or would like us to transfer your medical records to another clinic or to a third party, please send us your written consent so that we can process your request. A small administrative fees may apply.

PATIENT FEEDBACK POLICY

We always appreciate and value your  feedback. At Highway Medical, we believe in continuous improvement and ongoing positive changes to achieve our goal which is providing high quality patient care. Therefore , your suggestions and feedback is really important to us. A feedback box is located in the reception area for this. We would also like to inform you that we take complaints very seriously. So if you have any  please forward it or call and discuss it with our Practice Manager on 03 85553855.

In case your issues remain unresolved please contact :

Health Services Complaints Commissioner Victoria

Phone:  1300 582 113 between 9am and 5pm, Monday to Friday.

Address:  26, 570 Bourke Street, Melbourne.

CANCELLATION POLICY

We understand that you might have to sometimes cancell your booked appointment due to unforeseen circumstances. If this is the case then please ring us to cancell your appointment as soon as possible. We require a minimum of 4 hours of notice. If you fail to cancell your appointment a fee of 50.00 AUD will be charged to you. We appreciate your cooperation in this regard.

NEW PATIENT BOOKING FEE

We welcome new patient to this clinic and our doctors are currently accepting new patients. There will be a 15.00 AUD booking fee applicable from july 2019 for any new patient who might have never been to this clinic. However, the consultations with the doctor are going to be bulk billed.