Clinic Information

Appointments
Please ring 9890 6384 for Box Hill or 9855 8655 for Doncaster East to make an appointment. Every effort will be made to accommodate your preferred time and GP. Emergencies will always be given priority and our reception staff will attempt to contact you if there is any unforeseen delay or your GP has been called away. Longer consultation times are available, so please ask our receptionist if you require some extra time. If you or a family member require an interpreter service, we can organize this for you. Please let us know when you make the appointment.
Priority is given to patients with appointments. This practice endeavours to accommodate patients with urgent problems where possible . Urgent problems are determined by Triage, system used by most hospital emergency departments.

Being located in such a multicultural area, most of our doctors and several of our staff speak languages such as Cantonese, Mandarin, Hokkien and Shanghainese. If required, we can also arrange the services of an external interpreter. If you or a member of your family require a doctor who speaks a certain language please advise the receptionist when booking your appointment.

Continuity of Care
To ensure the continuity of care, Box Hill Centro Medical Centre has put in place a recall system. This recall system is automatically generated and it acts as a gentle reminder for patients to come in for follow-up visits where necessary. Please advise the staff if you do not wish to be part of this recall system.

After Hours Care - Home Visits Bulk Billed
All after business hour service and home visitation is contracted out by Australia Medical Locum Service. If you call our usual telephone number outside our opening hours, you will be advised of the number to ring for the locum service. For locum service please call 137 425.
Please download the "Home Doctor" app at: homedoctor.com.au

Care Outside Normal Opening Hours Arrangements
The practice provides 24-hour care for patients by accredited Medical Deputising Service (Locum Medical Service Tel: 9429 5677).

After hours services are conducted on public holidays and on Monday – Friday between 5:00pm to 11.30pm and Sundays and Public Holidays 12:00pm to 11.30pm at EASTERN SUBURBS GP’s AFTER HOURS CLINIC. Address: 58 Nelson Road, Box Hill. Tel: 9899 9980. (This service will incur out of pocket expenses)

Disclosure Policy in accordance to Privacy Act 1988 (Cth)
All health information is confidential. In line with the Act patients must personally attend an appointment to obtain test results, letters, certificates and all other clinical information. No health information or advice will be given over the phone. No telephone consultation will be provided unless in exceptional circumstances.

Test Results
Due to privacy reasons, the Box Hill Centro Medical Center does not provide results of tests over the phone. All test results received are checked by your doctor and you will be contacted should they need to see you about them. If not, it is left for your next appointment, to save you coming in unnecessarily. If however you would like to make an appointment for your own piece of mind, you are more than welcome to come and see one of the doctors.

Getting the Results of any Test or Procedure
All the results including pathology, radiology and specialist report need to be explained by your doctor. Please make an appointment with our staff.

Referrals and Prescriptions
It is the policy of this practice that an appointment is required to obtain referrals to specialists and/or prescriptions. Doctors are unable to complete these requests without you attending the clinic.
All repeat script and referal without attendent will not be under medicare cover, $75 fee will be charged.

Home and Other Visits
Home visits are available for regular patients of this practice whose condition prevents them from attending the surgery. This service will be provided by accredited Medical Deputising Service (Locum Medical Service Tel: 9429 5677).

Telephone Access
GPs in the practice may be contacted during normal opening hours. If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call. Your call will always be put through to the GP in an emergency.

Reminder System
Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or receptionist knows.

Management of your Personal Health Information
Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorized members of staff.  We abide by the ten National Privacy Principles available at www.privacy.gov.au/health/index.html

Your rights:
If you have a problem we would like to hear about it. Please feel free to talk to your doctor or receptionist. You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously.

Smoking policy
This practice has a no smoking policy.

If your problem cannot be solved by us, you can contact the "Health Complaints Commissioner" as follows:
HEALTH COMPLAINTS COMMISSIONER
Level 26, 570 Bourke Street
Melbourne, 3000
Phone: 1300 582 113
Email: hcc@hcc.vic.gov.au/
Website: https://www.hcc.vic.gov.au/