Recent updates
- Following changes to the Medicare Benefits Schedule, a limited number of telephone consultations are available each day per practitioner.
- We ask that patients are seen face to face at least every 3 months. Telephone consultations are only available to patients who have been seen at Mediclinic in the past 3 months. Reception can confirm this for you, or you can check your visit history through myGov.
- Please book appointments for prescriptions at least 1 week before your script expires. The easiest way is to book your next appointment before you leave the clinic.
Appointments
We see patients by appointment only. There are no walk-ins. Urgent appointments can be arranged where necessary, in line with our triage policy.
Long appointments are available on request. Please tell reception if you need one. Your long appointment must be confirmed, or it may be shortened to a standard appointment and you may need to rebook. Patients are seen in appointment order, although emergencies may sometimes cause delays.
Pharmacotherapy program patients must be seen face to face at least once every 3 months, and those with script end dates should book their next appointment after each consultation.
Did not attend and cancellation policy
Every missed appointment is time another patient could have used. Most days we have a waiting list of patients hoping for a cancellation.
- We send SMS reminders 1 week before, 24 hours before, and on the day of your appointment. Reply “No” or call us to cancel, and rebook online through HotDoc.
- If you miss an appointment without cancelling, a no-show fee may apply and will need to be paid before your next appointment. See our fees page for the current fee.
- Running late, or have a genuine reason you can’t attend? Call and let us know as soon as you can.
New patients
Please arrive 10 minutes before your first appointment to complete your registration. You may be asked to meet with one of our nurses first. If you can’t attend your first appointment, call us ahead of time to cancel. New patients who do not attend may not be offered another appointment. Register as a new patient.
Telephone advice
Our practice allows patients to get timely advice or information about their care by telephone where it is clinically appropriate.
- Your practitioner decides whether advice can be given by phone or whether you need a face-to-face appointment. You will be told if a fee applies.
- Reception staff do not give medical advice over the phone. Test results are only released on a practitioner’s instruction, after we confirm your identity with three identifiers.
- We never give out details about patients except where required by law.
- We can arrange the Translating and Interpreting Service (TIS) and the National Relay Service for patients who need them.
Email and electronic communication
We do not accept requests for diagnosis, opinions, prescriptions, referrals, appointments or other clinical treatment by email. Please book an appointment instead.
Where your practitioner decides a face-to-face consultation isn’t necessary, we may send information or reminders by email, fax or SMS with your consent. Email is not a fully secure form of communication, so we keep health information in emails to a minimum. All significant electronic communication is recorded in your health record.
Your privacy
Your health information is handled in line with the Privacy Act 1988 and the Victorian Health Records Act 2001. Read our privacy policy.
Feedback and complaints
We welcome your feedback. If you are unhappy with any part of your visit, please tell our Practice Manager in person, by phone on (03) 9544 1555 or by email at practicemanager@mediclinicclayton.com. You can also ask for a complaint form. Please allow us reasonable time to look into your concerns.
If you would like to take your complaint further, you can contact the Health Complaints Commissioner:
- 570 Bourke Street, Melbourne VIC 3000
- Phone: 1300 582 113
- Online: hcc.vic.gov.au