Our Policies

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 a doctor or a nurse immediately.

After Hours Care

If you require after hours care please proceed to the Bacchus Marsh Hospital, Urgent Care Department, Clarinda Street or phone 5367 2000.

For non-life-threatening conditions like infections, nausea, minor cuts, rashes or burns, consider the Victoria Virtual Emergency Department (a free, 24/7 video based healthcare service).

They can be accessed on their website at Victorian Virtual Emergency Department.

Home and Other Visits

Home visits are available for regular patients who attend our clinics, whose condition prevents them from attending the clinic. Home visits are only available for patients residing in the Bacchus Marsh, Darley and Maddingley areas.
Home and other visits are made at the discretion of the doctor.

Smoking Policy

Our practice has a no smoking policy.

Cultural Safety Policy

All practice team members must be aware of, and respect cultural backgrounds and beliefs of each patient.

Care must be delivered in a way that acknowledges and incorporates patients’ cultural values, religious practices and language needs.

The practice must support patients in expressing their cultural identity without fear of prejudice or discrimination.

Discrimination of any form based on race, ethnicity, language, gender or sexual orientation will not be tolerated.

Patients are encouraged to share their cultural preferences, health beliefs and any other factors that may affect their care.

Every patient is entitled to equal treatment and care regardless of their cultural or social background.

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.

Privacy

Your personal health information and your medical record may be collected, used and disclosed for the folowing reasons: 

          • For communicating relevant information with other treating doctors, specialists or allied health professionals

          • For follow up reminder/recall notices (Eg. Mail, telephone, SMS)

          • For National/State or Territory registers (Eg. Immunisation data)

          • For State/Territory reminder systems (Eg. Cervical screening – reminders or familial cancer registries)

          • Accounting/Medicare/Health insurance procedures

          • Quality assurance activities such as Accreditation

          • For disease notification as required by law (Eg. Infectious diseases)

          • For use by all doctors/nurses/allied health professionals in this group practice when consulting with you

          • For legal related disclosure as required by a court of law (Eg. Subpoena, court order, suspected abuse)

          • For research purposes (de-identified, meaning you are not able to be identified from the information given)

If you have any concerns or wish to restrict access to your personal health information, please discuss these with your doctor or receptionist. This practice adheres to principles of the RACGP Handbook for the Management of Health Information in Private Medical Practice and has a written policy, which is available to all patients.

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.