Clinic Policy and Patient Information

Please review the questions and answers below as they are very helpful in clearing up questions that you may have. If, however, there are questions which have not been addressed please feel free to call our friendly and courteous receptionists.

Billing

This clinic is a bulk billing clinic for patients with a valid Medicare card, however, there are some services that will require payment. There are out of pocket costs for dressing consumables, certain vaccines, full body skin checks, iron infusions and minor procedures. Patients without a valid Medicare care card will incur the full fees for these procedures. Please speak to our friendly receptionists and nurses about these fees. Additionally weekday after-hours appointments and consultations will attract a $20 fee for those without a Concession card. Children under the age of 16 years, DVA and healthcare card and concession card holders will continue to be bulk billed.

Appointments

Appointments are always available but if the doctors are fully booked we are always happy for you to walk in and we will do our best to provide a comprehensive consult.

Cancellation Policy

Mentone Medical Clinic strives to provide excellent care and we would appreciate if cancelling an appointment that we are informed at least 4-6 hours before the appointment time so as to allot these needed appointments to others needing them.

Appointments

Appointments are always available but if the doctors are fully booked we are always happy for you to walk in and we will do our best to provide a comprehensive consult.

Cancellation Policy

Mentone Medical Clinic strives to provide excellent care and we would appreciate if cancelling an appointment that we are informed at least 2 hours before the appointment time so as to allot these needed appointments to others needing them. Failure to cancel an appointment will attract an automatic $20 fee.

Patient confidentiality

Mentone Medical Clinic while providing excellent medical care also maintains very strict confidentiality rules. All patient records, consultations, results and communications are kept strictly confidential and will not be divulged to third parties without the express consent of the concerned patient. Medical information will not be provided over the telephone and no medical information is released without authorisation.

Recall system

As Mentone Medical Clinic is committed to provide excellent care we will ask that you be included in our recall system so that you can be informed when your results are ready and also to be reminded of screens and checks that are due from time to time. This allows follow up of patients and continuity of care. Please inform our staff if you do not wish to be part of this recall and reminder system.

Test Results

Due to confidentiality constraints and the need to deliver comprehensive care we will be requiring that patients make an appointment to come back for their results. For urgent results we will be contacting you to come in for these results. We are unable to give results to patients over the telephone. We have a recall system in place for this purpose as mentioned above.

Telephone calls

As it is difficult to interrupt a doctor when in consultation with a patient, you will most likely be asked to leave a message. The doctor will get back to you as soon as he or she is able to. Emergency calls will be taken where possible.

Accident and Emergency Care

The clinic has a well-equipped treatment room that enables our doctors to attend to minor injuries and emergencies including but not limited to minor surgical procedures, suturing of lacerations, treatment of dislocations and fractures etc.

Workcover patients

Workcover patients are required to pay prior to each consultation until such time as you are able to provide a valid claim number and insurance details for your current injury claim.

Home visits

Please speak to our friendly receptionists if you require home visits and one of our doctors will arrange to visit you at home. If your case is an emergency please call 000.

Patient Information

Information collected by this clinic is accessible only to medical practitioners. We have patient transfer forms on site for you to complete and sign if you wish to have your records sent to a doctor at this clinic. Patients can arrange for a copy of their medical records to be sent from this clinic by completing a transfer of medical records form at their clinic of choice. Please speak to one of our friendly receptionists for more information or a copy of our privacy policy.

Patient Feedback

We encourage any comments or feedback from patients to help us improve the services within this clinic. We will endeavour to resolve any complaints directly, however, where a complaint cannot be solved directly, the relevant health complaints commissioner can be contacted using the information below:

Health Complaints Commissioner. Level 30, 570 Bourke Street Melbourne.
Ph: 1800 136 066 (freecall).