Patient Information
Bendigo Doctors is bound by the Privacy Act 1988 and complies with the Health Records and Information Privacy Act 2002 No 71. All patient information is private and confidential, and disclosure to family, friends, staff or others without the patient’s approval or as legally directed is prohibited.
First appointment
If you are a new patient, please bring the following to your first consultation:
- New patient form
- A valid Medicare cards
- Valid OSHC/OVC membership details
- Workcover patients will need to inform their employer and bring that employer’s contact details for verification to arrange payment
Help us eliminate waiting times by arriving at least 5 minutes before your consultation.
Fees
Bendigo Doctors is a mixed billing practice. Most consultations are time-based and will incur private fees for patients who are not eligible under the bulk-billing criteria. Fees are payable at consultation by cash, credit card or EFTPOS.
BULK BILLING IS AVAILABLE to eligible patient groups for most of the consultation types:
- Children under 16 years of age
- Commonwealth Concession Card holders
- DVA Gold Card holders
- Health Care Card holders
- Pensioner Concession Card holders
Consultations (8:00 am- 6:00 pm) Monday to Friday
| Services | Fee | Rebate | Gap Fee |
|---|---|---|---|
| Standard Consultation | $70.00 | $39.75 | $30.25 |
| Standard Consultation - Results/Recall/Follow-up | $60.00 | $39.75 | $20.25 |
| Long Consultation | $130.00 | $76.95 | $53.05 |
| Pension & Healthcare Card Holders; and DVA holders | Bulk-billed | $0.00 | $0.00 |
| Children under 16 years old | Bulk-billed | $0.00 | $0.00 |
After 6:00 pm Monday- Friday, After 1:00 pm Saturday, All day Sunday & Public holidays
| Services | Fee | Rebate | Gap Fee |
|---|---|---|---|
| Standard Consultation | $85.00 | $51.80 | $33.20 |
| Standard Consultation - Results/Recall/Follow-up | $75.00 | $51.80 | $23.20 |
| Long Consultation | $140.00 | $88.80 | $51.20 |
| Pension & Healthcare Card Holders; and DVA holders | Bulk-billed | $0.00 | $0.00 |
| Children under 16 years old | Bulk-billed | $0.00 | $0.00 |
*All Workcover and TAC patients must pay on the day until their insurer provides a claim number to the practice.
*Other out-of-pocket fees might be applicable to:
- Home visits
- Discount home visits (for pensioners only)
- Immunisation/Vaccines
- Drive Medical Assessment (Taxi/Uber/Diabetic/Racing)
- IV medicine management
- Travel Medicine
- Procedures
- Reports
- Pre-employment medical
- Skin Treatment
- Antenatal visits
- Urine Drug screening
- Allied Health and Pathology services
- Lost/Misplaced/Repeat prescriptions & referrals
- Transfer of History
* Cancellation Policy
Any appointments cancelled within 2 hours of the booked appointment schedule or if Fail to Attend, will attract a $15.00 cancellation fee to be paid on the day or prior to the following visit.
* Late Payments
Payment is required on the day of the appointment. Accounts that have not been settled within 14days of the appointment will incur a late fee of $15 per week for every week that the account has not been settled beyond the first 14days.
Policies
Booking Appointments
Appointments may be booked in person or by calling (03) 4428 0638, Monday to Friday 09:00 am – 05:00 pm. Regular appointment times are 10 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking.
Communication Assistance
Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: http://www.nabs.org.au/ or by phoning 1800 246 945
Correspondence
Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e., with a tracking number). Patient diagnostic correspondence and results, whether in electronic or hard copy format, are always forwarded to the relevant doctor. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.
Facsimile
Facsimiles, printers and other electronic communication devices are only accessible to doctors and other authorised staff. All faxes containing confidential information are only faxed to numbers after checking the details are correct.
Computerised Records
Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff members are trained in computer security. IT Support oversees the maintenance and security of our computers.
Results
A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Bendigo Doctors will attempt to contact you regarding any urgent results.
Telephone Enquiries
We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.
Additional Information
Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care. Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.
Smoking Policy
This practice has a strict no-smoking policy.
Complaints
We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.
If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated, and you will be advised of the outcome.
However, if you are still unsatisfied, you can write to The Health Care Complaints Commission by clicking here. The HCCC protects public health and safety by resolving, investigating and prosecuting complaints about healthcare. It is an independent body that was established under the Health Care Complaints Act 1993. The organisation has a central role in maintaining the integrity of the NSW health system, with the overarching aim of protecting the health and safety of individuals and the community.
Home | Health Complaints Commissioner – Level 26, 570 Bourke Street Melbourne, Victoria 3000 Call 1300 582 113 between 9.30 am and 3.00pm, Monday to Friday.
Confidentiality
All members of Bendigo Doctors understand the importance of respecting confidentiality with the information they receive during their employment. Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s informed consent.
Afterhours Consultations
If you need urgent medical care and Bendigo Doctors is closed, 13SICK booking lines are open from 6:00 pm on weekdays, 12:00 pm on Saturdays, all day on Sundays and public holidays. Please call an ambulance on 000 if your situation is an emergency.
Visit local Emergency department or call Nurse On Call (VIC) – 1300 60 60 24
