Existing patients, who would like to update their details please fill complete our Patient Update Info Form
Appointments for standard consultations can be scheduled with your regular doctor or the next available doctor, depending on your preference and doctor availability.
In order for our doctors to maintain their high quality of service and to minimise waiting time, we would advise for patients to present with one medical issue per consult. These consults will not incur any out of pocket expenses.
If multiple problems need to be discussed, on the same day, please inform our friendly reception staff in advance when arranging your appointment time. These consults will be privately charged with an out of pocket fee.
We advise patients to book appointments on separate dates, to discuss separate health concerns.
If you are a new or existing patient requesting records from a previous clinic/hospital, please speak with our friendly receptionists and they can provide you with a Transfer of Records form we need you to fill out.
If you have moved to another clinic and require your records to be transferred to them, please note we do charge $20 per file being sent to another practice.
Home Visits are available for patients of Mckinnon Hill Medical Centre whose condition prevents them from attending the practice e.g. immobile patients. Please contact the practice to arrange a home visit.
We are pleased to announce that consultations for a Single Problem will continue to be BULK BILLED.
In order for our doctors to maintain their high quality of service and to minimise waiting time, we would advise for patients to present with one medical issue per consult. These consults will not incur any out-of-pocket expenses.
Long appointments are required to be booked in advance for Mental Health Care Plan and Mental Health Issues. These will also be BULK BILLED.
If Multiple Problems need to be discussed, on the same day, a long appt is required. These consults will be privately charged with an out-of-pocket fee of $50. Please inform our friendly reception staff in advance when arranging your appointment time.
Reports and Pre-employment Medical are not covered by Medicare and will incur fees.
Work cover and TAC claims are payable in advance.
Allied health services attract an out-of-pocket fee except in certain circumstances. Please enquire with our reception for the fee involved.
$25 fees apply to dressing material if used in wound care management. Fees vary with the type of dressing used therefore please enquire with our practice nurse for more details.
Our policy is that payments are to be made on the day of the consultation. Accepted payment methods include credit card, AMEX, EFTPOS, and cash.
Off-street parking is available at the rear of the building. Street parking on side streets is also available.
Why and when your consent is necessary.
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).
What personal information do we collect?
The information we will collect about you includes your:
- names, date of birth, addresses, contact details.
- medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes.
- healthcare identifiers
- health fund details.
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
- When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
- During the course of providing medical services, we may collect further personal information. Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
- In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
- your guardian or responsible person
- other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
- your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
- with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy.
- with other healthcare providers
- when it is required or authorised by law (e.g., court subpoenas)
- when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent.
- to assist in locating a missing person
- to establish, exercise or defend an equitable claim.
- for the purpose of confidential dispute resolution process
- when there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- during the course of providing medical services, through eTP, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice in electronic formats.
Our practice stores all personal information securely. All electronic information is stored in protected information systems that are password protected. Furthermore, all staff and contractors have signed confidentiality agreements.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing by filling out the ‘Request for Personal Health Information’ form either electronically and sending it via email to firstname.lastname@example.org or hard copy at the practice and our practice will respond within thirty (30) days. For a complete transfer of your medical records to another medical practice we require the new practice to fax or email us a signed request form. The transfer of records will incur a $25 fee to cover administration costs.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to email@example.com.
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. You can provide any feedback/ complaints via email to firstname.lastname@example.org, or mail to Suite 6/220 Bay Rd, Sandringham VIC 3191, or phone call on 03 9017 4743. We will investigate the issue(s) you have raised, and all documentation related to this investigation will be treated in a confidential manner. In accordance with our complaint management policy, the investigation process should be completed within thirty (30) business days; however, if there are any delays expected, you will be contacted and informed of the progress accordingly.
You may also contact The Health Services Commissioner of Victoria at 30th Floor, 570 Bourke Street, Melbourne VIC 3000 or the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Policy review statement
Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time. Please advise reception if you would like to withdraw from this free service.
McKinnon Hill Medical Centre Centre works together with Doctor Doctor and Sandy Hill After Hours MC practices to provide an after-hours service for our patients.
If you require urgent medical attention after hours, please ring the clinic on 03 9999 7280. A recorded message will advise you how to get in touch with the doctor on duty. This may be a doctor from another local practice.
Consultations after hours may incur a fee.
Test results, including blood tests, xrays and scans are typicalled returned to us within 2-3 days of being taken. If your results are "abnormal", you will be informed via call or sms.
Currently we are only contacting you via SMS or phone call to advise you of receiving your abnormal results, however, please keep in mind there are plans in the near future to send an sms to you to notify you of 'normal' results.
We always advise our patients to make a follow up appointment for all test results to ensure a consistently high level of care.
It is important to update your contact details with us, in the event we need to contact you regarding your test results or upcoming appointments
Referrals & Prescriptions
Any referrals or prescription requests require patients to physically attend the clinic.
Unfortunately we are not able to provide any referrals or prescriptions over the phone. Please call the practice to book and appointment, or you can book an appointment online
ALWAYS PHONE 000 IN AN EMERGENCY.
The full fee is payable after each TAC or Workcover claim consult. We recommend you take the receipt back to your insurance provider for full or partial reimbursement - dependent on your provider's policy terms.
If you phone the Clinic requesting to speak to your doctor, you may be asked to leave a number on which you can be contacted. Most doctors return phone calls at the end of their session (either during their lunch break or at the end of the day). If the matter is urgent, either your doctor, another doctor or the practice nurse will be able to take your call immediately. Please understand that in many instances, the doctor or nurse will be unable to provide advice over the telephone. MHMC is very conscious of the risk of providing incorrect advice over the phone, and wherever possible, patients are encouraged to attend the clinic in person.
Individual Doctors in our Practice determine whether they communicate electronically with their patients. Please ask our staff your GP’s preference. Please note that all steps will be taken to securely send private information, but we cannot guarantee that records sent electronically will be private.
All Procedures, wound care, ear syringing and immunisations must be booked with the practice nurse as well as the doctor.
Please contact the practice to book in the most suitable time for both you and our practice nurse
We value and appreciate your compliments, suggestions or complaints in order to improve our services and the way we communicate.
However, if you wish to take that matter further and feel that you need to discuss the matter outside the surgery, you may contact:
Health Services Commissioner
Complaints and Information
Telephone: 1300 582 113
Fax No.: 03 9032 3111
Or write to
Health Services Commissioner
Level 26, 570 Bourke Street
Melbourne. 3000 Victoria