Policies and Procedures
Communication with Patients
Your call will be answered politely and efficiently but to ensure confidentiality the Doctors at Summerhill Medical Centre do not take telephone calls during a consultation. All telephone messages will be passed on to the Doctor or Nurse who will respond according to the urgency as determined by the Doctor or Nurse. If you have a query or message for the doctor, staff will relay it to the doctor via an internal messaging system. Staff will only interrupt a consultation if the problem is life threatening. Reception staff will advise if a more appropriate interaction is necessary.
Email communication is available only if necessary and can be sent to summermcreception@gmail.com.au but may not be read the same day so patients are advised to phone for urgent issues. All other emails matters will be tended to within 48 hours. If you do not get a response within this timeframe, please follow up with our reception.
Zero Tolerance Policy
Summerhill Medical Centre has a Zero Tolerance policy on aggressive and abusive behaviour. Aggressive behaviour and any form of verbal or physical abuse towards any member of staff will not be tolerated. Staff hold the right to immediately terminate a phone call or request that you leave the premises if they are a victim of such behavior..
Management of Personal Information
Your medical record is a confidential document. It is the policy and responsibility of each Doctors and Allied Health Provider at Summerhill Medical Centre to maintain the security of personal health information at all times and to ensure that this information is only available to authorized members of staff. We abide by the Australian Privacy Principles. Please click here for further information.
Test Results
After any test including scans please discuss your results to see the doctor 3-5 working days later. If calling the Practice for results, Reception staff will only be able to advise whether your results have been received. Our Doctors utilise an SMS reminder system to inform you of any results requiring you follow-up. Please note, that reception staff are only able to relay comments as provided by the Doctor. It is not within their scope of practice to relay or discuss particulars of your results.
After hours and Emergency
For all emergencies please call 000
For After hours please call Dial a Doctor After Hours service. Contact number 13 SICK
Home Visits
In exceptional circumstances, home visits is available for regular patients whose conditions prevents them from attending the surgery but this is entirely at the doctor’s discretion. If the Doctor deems the appointment unsafe or not viable, reception will direct patients to book a telehealth appointment, or contact our after hours doctor service (National Home Doctor 13 7425) and provide the number for Nurse-On-Call (1300 60 60 24). In all emergency or urgent situations, reception refers patients to appropriate emergency services.
Telehealth or phone consults
Patient may be have access to phone consultation services with a Doctor by contacting our reception team. These services attract the same fee as face-to-face consultation. Please note in order to bulk-bill telehealth or phone consultation Medicare requires that there has been a face-to-face visit with a Doctor from this clinic in the previous 12 months.
Reminder System
The Doctors at Summerhill Medical Centre are committed to preventative care. The Doctors from time to time may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to be part of this system please let your Doctor or receptionist know.
Appointments and Walk-ins
The Doctors at Summerhill Medical Centre are committed to providing medical service when you require as we understand that you can’t predict when you fall ill. As such, our Doctors’ operate a triple appointment system – advance booking, same day bookings and walk in appointments. Walk in appointments are our preferred but there is usually a wait of 30-60 min. Bookings are limited and can be booked via our website.
Appointments are however required for non-GP services (i.e Allied Health and Nurses). For emergencies please call 000.
Home Visits
Are provided only in exceptional circumstances. For After hours Locum Service please contact 13 SICK.
Complaints and feedback
We always seek to improve our services. Please forward feedback of any kind to the Practice Manager by phone 03 9471 3788 or by completing this complaints form and email to summermcreception@gmail.com If you have a complaint and are not satisfied with the outcome of our service, you can contact the Health Services Commissioner, the contact details of which are: The Health Services Commissioner, Victoria 30th Floor, 570 Bourke Street Melbourne VIC 3000. P: 8601-5200 or 1800 136 066 (toll free) Website: www.health.vic.gov.au