Practice Information Sheet

Reminders:

The practice offers a FREE service to all patients to promote a continuing quality of care. Our modern computerised medical system enables us to place a reminder into your medical record, whether it be a few months or a few years in the future. If you would like this service, please speak to your doctor during your consultation. Reminders can be for various procedures including follow up blood tests, reviews and vaccinations and will allow our staff to contact you in time to make an appointment. This practice also participates in national/state or territory reminders systems/registers. If you do not wish to participate please inform the Doctor or receptionist.

Fees:

Tristar Medical Group clinics are mixed billing practices. Please check with reception to determine the fees for the doctor you choose to see. Privately billed patients will be required to pay on the day of consultation by cash, cheque or EFTPOS. Items, where there is no rebate available from Medicare, include; services for Work Cover and TAC clients, pre-employment, insurance companies, licences etc. and the provision of written medical reports to non-medical third parties. GST is applied to these services.

Patients are advised that they are responsible for out of pocket expenses associated with referrals by our doctors to medical services including, but not limited to specialists, medical Imaging etc., pathology and allied health.

Medical Students:

On occasion, the practice hosts medical students for invaluable on the job experience and training. If a student is working with our doctors, a sign is placed at reception advising our patients and a notice given before entering the consultation. It is the decision of the patients whether the student is present or not during their consultation.

Zero Tolerance Policy:

Tristar Medical Group practices have a Zero Tolerance Policy on violence and aggression. Violence and aggression (physical or verbal) against staff is NOT acceptable. Offenders may be refused access to the clinic and doctors and/or may be prosecuted.

Failure to Attend Policy:

Patients who fail to attend their appointment time are taking up appointments which could be offered to other patients. Patients who do not attend appointments and fail to notify reception staff within a minimum of 2 hours of their appointment time may be subject to a failure to attend fee, which is not claimable with Medicare. Please refer to the clinic staff for confirmation of these charges.

Repeat Prescriptions:

Require an appointment or with previous approval from your GP, a script may be provided. A fee will be charged for a repeat prescription and there is no Medicare rebate on this fee. Please refer to the clinic staff for confirmation of these charges.

Appointments:

Consultation is by appointment. Urgent cases will be seen on the day.

Long Appointments – Patients requiring third-party medicals review of a complex health problem, counselling for emotional difficulties or a second opinion, require a longer consultation. Please request this at the time of making your appointment and bring any relevant documentation with you. If you are unsure whether or not to request a long appointment, please ask our staff.

If more than one family member wishes to see the doctor at the same time, please make separate consecutive appointments.

Home Visits – Home Visits – are available in some of our clinics for patients within the immediate township who are unable to move from their homes for one reason or another, please book early. There may also be a charge for this service. Please refer to the clinic staff for confirmation of these services and charges.

Referrals – At times the doctor may need to refer you to another healthcare service. These services can include but are not limited to specialists, diagnostic and allied health services. The doctor will discuss this with you and advise of any patient health information that is disclosed in the referral document.

Despite our best intentions, we sometimes run late! This is because someone has needed unexpected urgent attention. Be assured, when it comes to your turn, the Doctor will give your problem the time it deserves.

After Hours:

When the practice is closed, a message on the practice answering machine will advise you of the on-call Doctors mobile number to call for all after hours care.

Services: Please refer to the clinic staff for confirmation of available services

  • Minor Surgical Procedures
  • Hormone Replacement (HRT)
  • Family Planning & Implants
  • Men’s Health
  • Erectile Dysfunction
  • Insurance Medicals
  • Diabetes Management
  • Osteoporosis Management
  • Child & Adult Immunisations
  • ECG
  • Asthma Management
  • Hearing Testing
  • Mental Health Services
  • Antenatal Care (shared)
  • Women’s Health, HRT & PMS MG
  • Couples Counseling
  • Prostate Screening
  • Licence and Employer Medicals
  • Health Assessments
  • Skin Cancer Management
  • Travel Vaccines
  • Health, Diet & Fitness Programs
  • Lung Function Tests
  • Holter Monitoring for Heart
  • Ear Syringing
  • Telehealth Services

Interpreter Services:
Interpreter services are available at this clinic. Please advise reception when making an appointment if you require an interpreter.

Contacting the Doctor by Telephone:
It is the practice’s policy not to interrupt the Doctors while they are consulting unless in emergency situations. Our Receptionist will take a message and forward it to the Doctor in between consultations. The Doctor will return your call as soon as possible. This may be between patients, at the end of the session or the following day. You may like to speak to the Practice Nurse if you require further information.

Collection of Results:
Most tests take a few days to be returned to the Doctor. It is standard practice that patients make an appointment to discuss their results with the Doctor in person. Our doctors will not provide this service over the phone unless in cases of emergency.

Your Personal Health Information:
Tristar Medical Group practices are committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of Tristar Medical Group 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.

Please ask at reception for a copy of our brochure ‘Personal Information, Privacy and your doctor’.

Patient Feedback:
If you have any feedback (suggestion or complaints) we would like to hear about it. Please feel free to fill out a patient feedback form and either drop it in the suggestion box at reception or you can email it to feedback@tristarmedicalgroup.com.au

We take your concerns, suggestions and complaints seriously. On occasion, the practice makes available written surveys for patients to complete, which aid in our continuous improvement strategies.

Patient Complaints can be directed to:

Health Care Complaints Commissioner
Ph: 1800 136 066

Tristar Medical Group Head Office:
Ph: 03 5022 5800

Fax: 03 5022 5899

Email: feedback@tristarmedicalgroup.com.au

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