Question 1

How do appointments work at Ashburton FP?

Accepted Answer

We use an appointment-based system and aim to run on time. Walk-ins are welcome when availability allows. When you book, please tell us if your issue is urgent, if you need a longer appointment, or if you need a special medical examination. This helps us care for you and other patients from Ashburton and nearby suburbs such as Camberwell, Burwood, Ashwood, Malvern and Glen Iris.

Question 2

What should you do if you need to cancel or are running late?

Accepted Answer

If you are running late, please call reception as soon as you can. We will do our best to see you or offer another time. If you cannot attend, please contact us as early as possible, ideally at least 24 hours before your appointment, so we can offer the time to another patient.

Question 3

Can you speak to your doctor by phone?

Accepted Answer

Our doctors cannot take calls during consultation times. Reception will take your message and your doctor will call you back as soon as possible.  For complicated matters a short telephone consult may be booked.  If your matter is urgent, please tell reception when you contact us.

Question 4

Recall - Reminder System

Accepted Answer

We will be using text-message reminders to remind patients of appointments and upcoming reviews. Please specify if you do not wish to be contacted regarding such matters.

Question 5

Patient Privacy

Accepted Answer

Your medical records are confidential. Our policy is to maintain security of your personal health information at all times. In the interest of providing quality health care, we have developed a privacy policy that complies with the Commonwealth Government legislation and recognises the rights of our patients to privacy. Information leaflets are available at the practice outlining our policy. Further information regarding the legislation is available from the Federal Privacy Commissioner on 1300 363 992 or visit www.privacy.gov.au

Question 6

Test Results

Accepted Answer

Due to patient confidentiality, results will only be given to the named patient. You may enquire and be informed about normal results by the receptionist / senior nurse over the phone. if your results require discussion by your doctor, an appointment will be arranged.

Question 7

Why do you need to keep your details up to date?

Accepted Answer

Please let us know if your personal details change so we can keep your record accurate. Make sure your Medicare card and any Health Care or Pension Concession Cards are current, as this may affect your billing.

Question 8

What should you do if you need care after hours?

Accepted Answer

For urgent or emergency care after hours, call 000. You can also contact National Home Doctor Services on 13 74 25 or visit 13SICK.com.au. For a virtual emergency option, visit vved.org.au. If needed, go to your nearest Urgent Care Clinic or hospital emergency department.

Question 9

Interpreter Services

Accepted Answer

The Translating and Interpreting Service (TIS National) can be contacted on 131 450.
Visual or hearing impaired patients can contact NRS TTY 1800 555 630 (free).

Question 10

Closure Periods

Accepted Answer

The practice is closed on all public holidays.

Additionally, we have an annual closure period during the Christmas and New Year holidays.

Question 11

Feedback

Accepted Answer

We appreciate your feedback at all times in order to tailor the running of a smooth efficient patient centred service. If you feel that there are any areas of improvement, suggestions can be left with reception. 
 
POSITIVE FEEDBACK is also greatly valued - if you have been pleased with our service, please feel free to leave positive feedback by leaving us a review on Google!

Patient Information