Frequently Asked Questions
How do I make an appointment?
This clinic runs an appointment system for your convenience, but we do keep times aside to fit in problems requiring urgent attention. You can make an appointment by telephoning the surgery on (03) 9578 0888 or (03) 9578 1620. Please inform our receptionists of any unusual time constraints or other problems.
We try to minimise waiting times, but delays are sometimes unavoidable - this is because some consultations take longer than expected and emergencies do arise. If you wish you can phone the clinic prior to your consultation to check on waiting times. Appointments are made at 15-minute intervals and standard consultations run for 10 to 15 minutes. If you think you will require a longer consultation please arrange this at the time you make your appointment.
What do I do after hours?
We attempt to look after our patients at all times. When the clinic is closed, one of our senior doctors is on call. Our doctors carry mobile phones to increase their availability. We also use an after hours service to provide care when one of our doctors is not available - call 13 26 60 at this time. When calling this number please make sure you inform the receptionist that you usually attend Ormond Medical Centre.
REMEMBER - in an EMERGENCY you should call ‘000’ to get an Ambulance OR go to the nearest Emergency Department at a Hospital.
What if I'm too sick to leave home?
If you are too sick to come to the clinic, one of our doctors will attempt to visit you at home. Requests for home visits are best made before 10AM. Please remember that home visits are ONLY for patients who absolutely cannot attend the clinic. Patients are usually seen quicker if they come to the clinic.
Special provisions can be made to allow such patients to rest in a separate private room until they can be seen by a doctor. Since more equipment for consultation is available at the clinic, it is generally better for BOTH the patient and the doctor if the patient can be seen at the clinic.
How can I contact my doctor?
Your doctor will take phone calls relating to your healthcare in a timely manner. However, remember that these calls will often occur when your doctor is in a consultation with another patient. Please phone us if your matter is urgent and understand that these calls may only be brief at times.
What if I need a prescription?
Prescriptions for regular medications can be obtained without consultation if your doctor deems it appropriate. However, for antibiotics, contraceptives, sedatives and painkillers a consultation is usually required.
Privacy & Confidentiality
Your practice record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times - and - to ensure that this information is only available to authorised members of staff.
This medical clinic has visiting medical students on rotation from the University of Melbourne and Monash University. They will sit in on consultations for educational and training purposes. Patients will be advised when this occurs and be given the choice as to whether the student will be allowed to observe and/or have access to their health records.
The practice is bound by the Federal Privacy Act 1988 and the Australian Privacy Principles and also complies with the Victorian Health Records Act 2001. We recognise the importance of protecting the privacy and the rights of individuals in relation to their personal information.
What is your personal information?
What personal information fo we collect and hold?
The information we collect includes medical details, family information, name, address, employment or other demographic data, past medical and social history, current health issues and future medical care, Medicare number, account details and any health information such as medical or personal opinion's about a person's health or disability status.
We may also collect some information that is not considered personal information as it does not identify you or anyone else. For example, we may collect deidentified responses to patient feedback and surveys.
How do we collect your personal information?
- Directly from you when you attend our clinic
- As disclosed by you during your consultation at our clinic
- From third parties such as referring health professionals, employers, law enforcement agencies and other government entities
What happens if we can't collect your personal information?
If you do not provide us with the personal information described above, the following may happen:
- We may not be able to provide the requested service to you
- Your diagnosis or treatment may be inaccurate or inappropriate
For what purpose do we collect, hold, use and disclose your personal information?
- To provide medical services and treatment to you
- For administrative and billing purposes
- Update our records and keep your details up to date
- To process and respond to complaints made
- To comply with the law, rule and regulations
- For the purpose of data research and analysis
- For inclusion in a recall register for the provision of chronic disease
- For the purpose of reporting back to your employer
- To answer any queries about the services we provide to you
- To provide information to third parties with your consent
- To meet the obligations of notification to our medical defence organisations or insurers
Who do we disclose your information to?
- Personal information will only be used for the purpose of providing medical services and for claims and payments, unless consented otherwise
- Disclosure may occur to third parties engaged by the practice or for business purposes e.g. accreditation
- We will inform the patient where there are statutory requirements to disclose personal information (e.g. mandatory reporting of certain diseases)
- The practice will not disclose personal information to any third party other than those related to providing our medical services unless consent is obtained
- We will not disclose personal information to anyone outside Australia without need and without patient consent
Exceptions to disclose without patient consent are where the information is:
- Required by law
- 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 purposes of a confidential dispute resolution process
Ormond Medical Centre does not use or disclose the information we collect about you for direct marketing unless an exception applies, including where the individual either consents to the disclosure or has a reasonable expectation that their personal information will be used for direct marketing, and the organisation notifies the individual how to 'opt out' of direct marketing communications. Direct marketing communications from our clinic may include information about our products and services and may be in the form of email, SMS, fax and mail.
How can you access or correct your personal information?
Our patients may request access to their medical records. Patients are encouraged to make this request in writing, and we will reasonable within a reasonable time. We will take reasonable steps to correct personal information where it is satisfied that they are not accurate or up to date. From time to time, we will ask patients to verify their personal information to ensure it is accurate and up to date. Patients may also request for this information to be corrected / updated in writing.
Ormond Medical Centre takes all reasonable steps to ensure that your personal information is protected from loss and misuse. Ormond Medical Centre holds your information in both electronic and hard copy format.When your personal information is no longer needed it is destroyed or deidentified.