Our Policies

All consultations are by appointment only.

The standard appointment is 10 minutes. Please notify the reception staff if you require a longer appointment.

Please notify reception upon your arrival.

Appointment Types of issues Length (minutes)
Brief Presciption only consultations 5 minutes
Normal Renewed prescriptions and ongoing referral lettersRoutine care, preventive care, chronic care, referral letters to new specialists 10 minutes
Long Forms, more than one issue, care plan reviews, minor procedures. or at the doctors request 20 minutes
Extended Full medical check-ups, more complex procedures, new care plans, diabetic assessments, pre-employment / license medicals or at the doctors request 30 minutes +


Patients are encouraged to ensure that all contact details are correct. This helps us contact you in regards to results or changes of appointment etc.

Accreditation
At the Bacchus Marsh Medical Centre, we are proud to be an 'Accredited General Practice'. In achieving accreditation our clinic undergoes thorough scrutiny by the Australian General Practice Accreditation Limited (AGPAL), this is an ongoing process and we are assessed every three years.
Further details are available via the AGPAL website.

Results of tests
Each general practitioner will advise you how to obtain your test results. Usually, you will be advised to make a follow-up appointment, and it is recommended that this is with the same doctor that referred you for the tests. Our recall system is a follow up process where by patients are contacted to return to our practice to receive the results of tests. The doctors notify the reception staff of patients they wish to recall and see in the following week. Our practice attempts to contact these patients via phone and mail. Patients are encouraged to make appointments to follow up with test results.

Disabled Facilities
Our practice provides wheelchair access and staff will assist any patients when necessary. Both our clinics have disabled parking out the front of the clinics and we have a wheelchair available for transporting patients to and from vehicles.

Interpretor Services
Patients who do not speak english, have the option of choosing to have professional interpretor services used or for a family member to be present to act as the translator.

Telephone Access
The doctors in our practice are happy to speak to you over the phone when necessary, If the call is non-urgent, the doctor will return the call at the end of the session. Emergency calls will be transferred to the doctor or a nurse immediately

Smoking Policy
Our practice has a no smoking policy

Personal Health Information
Our practice abides by the Health Records Act 2001. The act covers the collection, handling and disposal of personal health information. If you wish to have a copy of your records transferred to another clinic, a signed consent request form must be recieved from the other clinc. Please note that your original record will be kept at the Bacchus Marsh Medical Centre to comply with the law.

Unacceptable Behaviour
Our practice has a zero tolerance for unacceptable behaviour. We will not tolerate any behaviour that is violent, threatning, abusive or aggressive. Any patient displaying such behaviour will be asked to leave the premises immediately and if necessary the police will be called.

In the event of a repeat offender the patient will no longer be seen at our clinic.

Records
In our practice we have electronic records. All patient histories are recorded on computer and are accessible at either clinic. These records are backed up daily to prevent any loss. All incoming histories, documents and letters are scanned into the computers and saved in the appropriate patients history.

Patient Feedback & Complaints
We value your opinion on the facilities and services our practice offers. Feedback may be given using the suggestion box at reception or by speaking or writing to your doctor. Alternatively you may wish to contact:
Health Services Commissioner
30th Floor, 570 Bourke Street
Melbourne 3000
Phone: 1800 136 066
Patients can express complaints in writing to the practice manager and a copy will be kept for our records.