Accreditation

We are registered for accreditation with Australian General Practice Accreditation Limited, the body set up by the Government and the profession to foster high standards of general practice. We continue to follow the policies and procedures of Blackburn Clinic, which has been accredited for more than 15 years, so patients can be confident that we already provide safe, high quality care.  The accreditation process ensures that our Clinic maintains an ongoing cycle of quality improvement.

After Hours

When the Clinic is closed, please call our main clinic number (03 9875 1111) and your call will automatically be transferred to the After Hours GP Clinic at 36 Wellington Rd, Box Hill (phone 03 9899 9980).  Alternatively you can phone our Locum Service on 13 74 25, who will triage your call and advise you of a course of action, or you can attend the Emergency Departments of Box Hill, Maroondah, or Knox Private Hospitals.

Appointment Reminders

A reminder text message may be sent to your mobile phone, as a courtesy, for appointments that were booked well in advance. It remains the responsibility of the patient to attend their appointment, as we do not guarantee to send reminders.

Autonomy

It is the policy of the Blackburn Clinic that all doctors have complete autonomy in clinical decision making, in whom they refer patients to, and to which pathology and diagnostic imaging services they refer.

Appointments

On weekdays and evenings, consultation is by appointment. We are committed to continuity of care and therefore we encourage you to see the same doctor, and will make every effort to achieve this for you. If it is not possible, the receptionist will recommend alternatives. Urgent consultations can usually be accommodated because of our flexible appointment system. On weekends and public holidays patients are seen in order of arrival and no appointment is necessary.

Longer Appointments

Some consultations – for example insurance medicals, pre-employment medicals, female health checks (including Pap. Tests), men’s health checks, surgical procedures, and travel health – require a longer consultation. Please inform the receptionist when you are making an appointment for these so enough time can be allowed.

Documents and Forms

Sometimes a third party will ask you to have forms filled out by your doctor. Examples of these include:- Immunisation certificates, Department of Social Security Reviews, school camp asthma plans etc. Please make an appointment to see your doctor for these. In certain circumstances, your doctor may agree to complete work for you without your attendance. A.M.A. fees will apply to these services.

Feedback and Complaints

We are always keen to receive feedback about any of our services. Regular surveys are conducted in our waiting room, so occasionally you may be asked to complete one of these. If there are other matters you wish to raise with the practice, you may write to the Practice Manager. If you need to take the matter further, you may contact the Health Complaints Commissioner, Level 26, 570 Bourke St, Melbourne 3000. Phone: 1800 582 113.

Home Visits

During weekdays we do home visits for our patients in the local area if necessary.  Where possible we ask that you ring before 10.00 a.m. to arrange these.  Sometimes demand for this service will exceed our ability to respond and you may be asked whether you would like a locum visit arranged.  A.M.A. fees will be charged for all home visits.

Parking

Ample parking for 140 cars, including disabled parking, is available at the rear of the clinic. An undercover drive through main entrance (in Maple Street) allows for patient drop-off at the main entrance. There is easy wheelchair access and no steps or stairs. Wheelchairs are available at reception. Please never leave your car parked in the drive-through area as Ambulances frequently need access to our main entrance. Patients are asked to use the public footpath in Maple Street to walk from the car park to the clinic.

Prescriptions

Normally an appointment will be made to see a doctor for repeat medication. In certain circumstances, your doctor may be prepared to write a prescription without your attendance. There is a nominal charge for this. The phone request should be made before noon, and we will endeavour to have the prescription ready the following evening.

Privacy

Your privacy has always been a high priority at Blackburn Clinic. We take great care of private information about you that is held in our records, and we comply with both the Health Records Act 2001 (Vic), the Privacy Act 1998 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012. To view our Privacy Policy, please click here.

Repeat Referrals

Consultations are required for repeat referrals, and if solely for a repeat referral may be bulk billed, at the doctors discretion.

Reminder System

To improve continuity of care, we offer a reminder service. If, for some reason you do not wish to use this service, please notify us. While we make every effort to send reminder letters (or SMS messages for some conditions), we must stress that it is your responsibility to return for further assessment or check-ups if your doctor has indicated this is necessary.  If you prefer not to receive SMS reminders please notify reception.

Results of Investigations

Unless previously organised with your doctor, patients are asked to make an appointment for results of investigations. If your doctor has specifically advised that you may obtain your results by telephone, please ensure you ring the doctor who ordered the tests, at a time indicated to you by the doctor. Results of investigations will not be given to you over the telephone by nursing or reception staff or by doctors other than the one who ordered the test.

Telephone Calls to Your Doctor

If you phone the Clinic requesting to speak to your doctor, you may be asked to leave a number on which you can be contacted. Most doctors return phone calls at the end of their session (either during their lunch break or at the end of the day). If the matter is urgent, either your doctor, another doctor or the practice nurse will be able to take your call immediately.

Please understand that in many instances, the doctor or nurse will be unable to provide advice over the telephone. Blackburn Clinic is very conscious of the risk of providing incorrect advice over the phone, and wherever possible, patients are encouraged to attend the clinic in person.

Waiting Times

We are aware of the importance of our patients’ time and endeavour to see our patients at their booked times.  This is not always possible, due to reasons including: medical emergencies, unexpected phone calls from other health workers regarding sick patients, earlier consultations running overtime because insufficient time was booked, extra family members being squeezed into appointments and many others. If your doctor is running behind schedule you will be notified.  You may be offered an alternate doctor, if one is available, but the choice will be entirely yours.