Nobody likes extended waits at the doctor’s office. Wouldn't you rather be off meeting the love of your life or flying a kite?



We want to make everyone's wait as short as possible and the best way for this to happen is to encourage appropriate booking times.



Please inform us at the time of booking if you require a longer consultation.



A Standard Consult is usually up to 15 minutes duration, covering 1 problem in detail, or 2 simple problems.

A Long Consult is up to 30 minutes duration, covering 1 complex problem or multiple problems in detail.



You will need a Long Consult appointment for:

• A full body skin check (book a standard consult for a single mole check)
• Mental health consultations
• Women’s health issues
• Implanon insertion or removal (please book a standard consult for Implant Insertion)
• IUD Insertion & Removal
• Workplace health assessments
• Complete health checks
• Type II diabetes
• Weight management

*

An Extended Consult is for complex issues taking more than 40 minutes duration.

To ensure patients are given enough time for their consultation and that everyone’s wait is as short as possible, we require our patients to make an appointment prior to their visit. Please note that walk-in patients will not be accepted for this reason. However, we may be able to make exceptions in some cases.



You can make an appointment anytime & anywhere using our website’s booking system.



If you’re unsure about which appointment type to book, please phone us. Our friendly reception staff will be able to guide you through the booking process.



When you’re making an appointment, please advise our staff if you require a longer consultations or if your matter is urgent.

QV Medical is a private billing clinic, as we believe in delivering high quality health services that provide you the attention and care you need. This also ensure a safe and sustainable workplace for our doctors.



We encourage appropriate booking times and make our best effort to keep the same out of pocket fee where possible. Reduced rates are in place for people with concessions.



Payment is required on the day of the appointment and in some cases prior to your appointment. Fees can be viewed in detail here on our website. Please speak to our reception staff if you are unsure about fees.

We understand that from time to time you may be caught up at work or may no longer require your appointment with us.



Please be aware that other people need to access medical services and may want your appointment time. For this reason we adhere to a strict cancellations policy.



You must cancel your unwanted appointment at least 3 hours in advance to avoid a cancellation fee. We will charge 50% of the appointment cost for late cancellations.



If you fail to attend your appointment, you will be billed the full consultation cost and accounts will need to be settled before your next booking with us. In cases of an urgent matter, QV Medical will always accommodate a patients needs.

To obtain your results please make an appointment to see your doctor.



Mostly results are ready within a week, however, we suggest you check with the doctor at the time of your appointment how long it is expected that your results will take to come back to us.

In the interest of your healthcare, repeat prescriptions and referral letters will not be issued without a consultation.

In the event of an emergency, please call 000 for an ambulance.



If you’re feeling sick and unable to attend the practice, QV Medical offers Telehealth consultations so you can sort out most issues from the comfort of your own home.



If you require care while we are closed, please contact DoctorDoctor on 132 660 or visit their website at www.doctordoctor.com.au to book online. DoctorDoctor provide home visits and after hour care and a health summery could be sent to your usual doctor after your consultation.

To ensure our patients get the best quality care, we do not pass on phone calls to our doctors while they’re consulting unless it is of an urgent nature.



If you have any questions for your doctor, our friendly reception staff will be able to take a message and get back to you at a convenient time.



If you are trying to get in touch with the practice outside of our opening hours, please leave us a voicemail message with your name, phone number and reason for calling and our friendly reception staff will return your call as soon as possible.



Alternatively, you can email your enquiry to info@qvmedical.com.au. Please note that email should not be used to contact the practice in an emergency. We suggest you read our Electronic Communication Policy if you would like to get in touch via email.

When our patients register for their first consultation, our check-in system obtains consent to communicate electronically.



Patients must be aware that electronic communications such as email and SMS carry risk of interception or incorrect receipt by an unintended recipient. This consent indemnifies QV Medical from any harm caused as a result of electronic communications.



We will only communicate with an email address or phone number that has been verified as belonging to the patient. Unverified addresses or numbers will not be sent communications.



Finally, QV Medical does not communicate information that may be of a sensitive nature electronically to patients or relevant health organisations unless the doctor deems this is appropriate.



If at any time you do not wish to be contacted electronically, please inform our team.

QV Medical takes all of our patients privacy very seriously and complies with the Commonwealth Privacy Act 1988 and subsequent Amendments, the Victorian Health Records Act 2001 and the Australian Privacy Principles (APPs). If you would like to know our full privacy policy please click 'here' or contact us directly.

To provide you with the utmost level of care, we collect health information that is necessary from you. Often this could include your health history, family history, your ethnic background or your current lifestyle to assist our health care team in diagnosing and treating your condition.



Your health information will only be disclosed to people who are directly involved in your care. These may include treating doctors, pathology or radiology services and other specialists outside of our practice.



The confidentiality of your information and your privacy will be protected at all times in accordance with the law. Our practice is considered paperless and has systems in place to protect the privacy, security, quality and integrity of the personal health information held electronically. Appropriate staff members are trained in computer security policies and procedures and how to handle patient information safely and securely.



If you would like to know more about how we collect and keep your information, please contact our team directly.

If you are new to our practice and wish to have your past health record transferred to us, please inform our team and we will provide you a ‘Medical record transfer form’ to be sent to your previous health care provider. Please note that your previous helath care provider may charge a fee for the transfer.



In order for us to transfer your health record to a third party, we must received a signed request in writing with specifications of how and where to send your information. You must request a ‘Medical Record Transfer Form’ from the healthcare provider you wish us to send your record to and we will respond to that provider’s request.



To meet the costs associated with reviewing and preparing personal patient health information to be released to a third party, an administrative fee will apply. A list of the fees associated with the types of information being requested is located on the Victorian Department of Health Website under ‘Health records act’ and on the Health Complaints Commission Website under ‘fees to access health information’.



If you’re unsure about the procedure, please get in touch with our team and we can guide you through the process.

We value your input and feedback in improving our service quality, and will always endeavour to resolve any complaints directly.



Please email us your feedback to: info@qvmedical.com.au or chat to one of our staff members on site.



Where a matter cannot be resolved, the Health Services Commissioner can be contacted by the practice or by the patient for advice and possible mediation:



Health Services Commissioner

Level 30, 570 Bourke Street, Melbourne VIC 3000

Telephone: (61 3) 8601 5200

Toll-Free: 1800 136 066

Fax No.: (61 3) 8601 5219

TTY No. 1300 550 275

E-mail: hsc@dhs.vic.gov.au