Practice Information Sheet
Opening Hours
Monday to Friday 9:00am to 5:00pm
Saturday and Sunday Closed
Public Holidays Closed
New Patients
New patients are asked to complete our New Patient Registration and Transfer of Medical Records Consent Form prior to their first visit by our doctors. This ensures the treating doctor has all the information required to understand the patient’s medical history when they meet them for the first time.
Our new patients have a comprehensive medical assessment within the first 6 weeks of being under our care so we can better understand their unique needs and ensure we are able to provide thorough medical care. They may also have a medication review and within the first 3 months will also have a care plan review.
Appointments
Our doctors schedule routine visits to each of the RACFs they visit. All patients needing a review as determined by the doctor or by facility staff will be reviewed. In addition, loved ones of our patients can contact our Admin team to request the treating doctor contacts them to discuss their loved one’s care. This is limited to the Next Of Kin and/or Medical Treatment Decision Maker if in place.
Emergencies
If you or your loved one is suffering a life-threatening emergency, please telephone 000 immediately to seek ambulance and hospital treatment.
Reminder System
Aged Care GP is committed to preventative care and we have an electronic system that provides reminders to our doctors about when your loved one is due for routine assessments like care plan reviews, medication reviews and the annual comprehensive medical assessment.
After-Hours Coverage
Aged Care GP works together with both Doctor Doctor and National Home Doctors Service to provide an after-hours service for our patients. The RACF staff have access to these details if they need to use these services. Reports from the locum service provider are sent to the patient’s usual GP
If urgent medical attention is required after hours, RACF staff follow their procedures for calling an ambulance.
ALWAYS PHONE 000 IN AN EMERGENCY.
Translation services
If a patient requires translation services, our admin team will arrange for an interpreter to be available for their routine visit. There are two services we use, both are free:
Translating and Interpreting Service. Catering to over 200 languages, this free service is available 24 hours a day via telephone on 131 450. Click here to visit their website for more information.
NABS. This service is for patients who are deaf and use Australian sign language (AUSLAN). Phone them on 1800 246 945 or visit their website www.nabs.org.au
If you would like further information please enquire about these with our reception.
In addition, we often find there is a nurse at the facility who can speak the patient’s native language and can often assist during our visits.
Fees
Consultation and routine visits
Our consultations and routine visits are bulk billed for all those with access to Medicare including Pensioners, Healthcare card holders and Veterans' Affairs patients. For patients without access to Medicare benefits, we charge a private fee equivalent to the bulk billing rate that would be charged for that visit.
Non Medicare Billable Work
From time to time, patients or their loved ones may request that the treating doctor provides documentation for which payment is not covered by Medicare. Examples of these requests include a medical report, a certificate of capacity or a report for VCAT or lawyers. For these requests, the treating doctor will advise our Admin team who will get in touch with you to explain the fee involved and help you arrange payment to ensure the request is not delayed.
Parking
There is free, off-street parking available a short walk from our Head Office building.
Privacy and Confidentiality
Aged Care GP complies with the Australian Government legislation, ensuring that the privacy of our patients is maintained. A copy of our privacy policy is available here via our website, or you can ask our Admin team to send you a copy. Further information is also available from the Office of the Australian Information Commissioner on 1300 363 992.
Feedback, Complaints and Compliments
At ACGP, it is important to us that we continually improve the way we deliver our services and we welcome feedback as an essential part of our continual improvement process.
If you have feedback, a complaint or compliment, you can speak to your loved one’s treating doctor, our Admin Team Leader or ask to speak to our Operations Manager.
If you are unhappy about a health service provided to a family member, please always try speaking with their treating doctor as a matter of priority. We will always endeavour to resolve any complaints directly but where a matter cannot be resolved, the Health Services Commissioner can be contacted on 1300 582 113 for advice.
Contacting Aged Care GP
Phone (03) 9338 5657
Fax (03) 8679 4480
Email reception@agedcaregp.com
Head office: Suite 104, 189 South Centre Road, Tullamarine, VIC 3041