FAQs

Fees

Everyone holding a valid and current Medicare card will not be charged a fee for our services.
If you do not hold a Medicare card (or your card is expired) you will be charged a fee. Please ask our friendly reception staff to advise you on the cost for the services. In most cases, you can claim the fees from your health insurance.
While we strive to accommodate all methods of payments only Cash and EFTPOS (including credit card) are accepted.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

Bulk Billing?

Yes, but the practice needs your help to keep it bulk billed.

How can I help the practice keeping it bulk billed?

Simple things,

  • Arrive to the practice on time
  • Cancel or reschedule appointment in time if you are unable to attend
  • Help doctors use their time efficiently by focusing on your concerns during the consultation
  • If you have more than one health concern/issue and wish to discuss them, simply book a long consultation; otherwise arrange more than one appointment.
  • If you have a complaint, please address it to the management in a respectable manner, see the procedure below.

New Patients

New patients are welcome at our Clinic.

All new patients are required to complete our “New Patient registration Form” as well as our “Transfer of medical records form”. Please allow 15min before your appointment time to arrive and fill in the Patient Registration Form and present it to our reception staff.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

Why do I need to fill the “Transfer of records form”

By signing this form, you allow us to obtain information from your previous or current doctor. It does not mean that you cannot see your previous doctor. It simply give us the needed information about your health that are essential to provide you with the best and safest service either on the day or for future visits. For example, previous surgeries, doses of medications you had/having, etc..

Appointments Vs Walk in

While consultations at St Augustine Family Medical Centre are by appointment, we accommodate the walking in. However, the walk in patients should appreciate that there may be a waiting time as they need to be fitted in with the patients already booked.

What are the different types of appointments? And how are they different?

Standard appointment is set for 15 minutes.
For the standard consultation we ask you to limit the issues to discuss to one or maximum 2 short ones

Long Appointments
If you feel you need to see the Doctor for a complex medical issue, or have more than one problem, please inform reception when booking your appointment so that a longer appointment can be made.

Will I be charged for long appointments? No, requesting a long consultation will simply allow us to run the clinic more efficiently, avoid long waiting time and get us in time for the next patient. Remember this can be you next time.

Appointment waiting time

We try to keep waiting times to a minimum; it will not always be possible for you to be seen at exactly the appointed time. We ask you to be tolerant if this occurs. Our reception staff are able to advise of expected waiting times upon arrival. Please keep in mind this will be of course, a guestimate.

How can I make an appointment?

You can book online though the practice website 24/7 at no cost. Just go to: www.staugustinefmc.com.au
or
Using the App you can download from our website

Other ways to book appointment:

  • By phone Tel: 03 97755474
  • In person
  • By email (not suitable for urgent appointments nor for long consultations, as it may take few hours before you receive a confirmed appointment since we review and respond to our emails on a “first come first serve” basis)

What if I cannot make it to my appointment?

We value your time and we understand that your day may not run the way you planed it. We expect you to match our considerate attitude towards you. All you need to do is to cancel in a reasonable time if you cannot make it.

How to cancel (or reschedule) an appointment?

We encourage you to cancel any appointment 24 hours prior to the appointment time. You can cancel online via the online appointment software or by phone (not messages “sms”) at least 4 hours before the appointment time. As it will be very difficult to fill the booking after that, there will be charges for failing to cancel at least 4 hours prior to the appointment time.

As per our cancellation policy: If you fail to attend your appointment or cancel less than 2 hours before your appointment, please be aware that a fee (50 dollars not debatable) may be charged, no exception. This amount may double if the cancelled appointment is a long one.

*** Please be aware that on the long run, failure to attend will threaten the Bulk Billing policy that we would like to keep for the benefits of all of our patients

How you keep my records

We operate a computer based medical record system. Should any of your personal details change (Address, Phone number, Medicare Number etc.), please inform our reception staff to have your records amended. We operate within the boundaries of the Privacy act.

Can I see a doctor just to have Medical Certificate?

Yes, provided

  • You agree to being examined and
  • You are found to have a health problem

Be aware that any Medical certificate has to be issued on the day of the examination; retrospective Medical Certificates will not be provided and is against the law.

Scripts

ur policy is that an appointment is required for any prescription (including repeat).

This is essential for “safe prescribing” and an opportunity to talk about alternatives, new management plans, side effects and also the target desired from the medication. There is no point taking medications that don’t give you all expected effects of the medication.

I am booking for a “Quick Script”

There is nothing called a “quick script”.

Quick script = Quick failure in getting your needs properly and professionally attended to.

Test results

Please make an appointment with your doctor to obtain the results of any tests.
The doctor or pathology nurse will inform you of how long it will take for these results to be received by the clinic, so that a convenient appointment time can be made. This is at best a guestimate as providers may be late in reporting test results, mostly because of the work load and staffing. Also some tests take longer than others

To maintain confidentiality, we are not able to discuss or give test results over the phone under any circumstances.

Recall system

Our practice is committed to preventative health care. We may send you a reminder notice from time to time offering preventative health services appropriate to your care.

Home visits

Patients are encouraged to visit the clinic to enable the doctor to deliver optimal care with full access to practice facilities and equipment. Regular patients who are unable to attend the practice will be referred to their usual Doctor who will assess the request on its merits and make the appropriate arrangements.

Forms & claims

If you have anything other than medical concerns please advise the staff so we can direct you appropriately, e.g.: If you are coming with forms to fill, please advise the staff before booking. Another example; not all doctors get involved in Work cover or TAC claims, so please ask who you need to see for those. You may also need to rebook if you need a longer time to fill the forms

Mutual Expectations:

If you are not happy with anything related to the service or staff, please do not hesitate to communicate it to either the reception staff or practice manager. We will endeavour to resolve any issue to all parties’ satisfaction. However, while we hold the highest respect to you and everyone else, we will not accept any disrespect from anyone, being yelling in corridors or waiting area, demeaning the service, the staff, verbally or physically abusive behaviour.

Such behaviour will lead to immediate action, including but not limited to the exclusion of the offender from returning to the practice for any service, regardless of its importance, other than life threatening conditions

Who of the doctors should I see?

Every effort is made to provide an appointment with the Doctor of your choice. This will ensure the best and maximum benefit from the consultation.
Please be advised that the online booking allows you all the choices available for you, the doctor, the day and the time with the convenience of booking anytime.

I have an emergency

If you are in the clinic and suffer from breathing problem, chest pain or severe sudden headaches (other than known migraine sufferers) need to let us know immediately.

Dispensing

Finally, please be mindful of our highest regard of you and your health, all health practitioners, including doctors and nurses are here to advise, guide and facilitate any help you may need utilising their knowledge and experience to provide you with the best and safest service.
The clinic staff however has all the right not to provide any service or medication if not to your best interest and should be seen as dispensers of requests.

We would hope that you have this in mind.

Can I get scripts for S8 drugs from this clinic?

Simply No, the doctors of this practice do not prescribe any S8 medication, e.g. Xanax, Valium, All Benzo. range, Oxycodone, Oxycontine, Tramal, and similar medications.

What to do if the clinic is closed and I have an emergency?

Nurse on Call 1300 60 60 24 for telephone advice

Emergency Call 000 for a serious or life threatening emergency

The closest emergency unit:

Frankston Hospital

2 Hastings Road (PO Box 52)
Melways Ref: 102 E4
Frankston Vic 3199
Phone: (03) 9784 7777

Comments, suggestions and complaints

If you have any suggestions you want the practice to consider, or comments on the service please fill in a form from the reception staff and leave it in the suggestion box.

If you think you have any grievance of any type or category, be assured we will be attending and investigating your concerns thoroughly, we take your concerns, suggestions and complaints seriously. If however it is something out of our hands, we ask you to consider that the staff are working relentlessly to offer you the best service within there professional, physical and logic limitations. If you still feel your expectations have not been met, please arrange for a time to discuss this issue/s with the practice manager. This will ensure that next time you are satisfied with the practice service.

However, if you feel we have not handled your complaint in appropriate manner and wish someone to mediate on your behalf you can contact:

Health Services Commission
30th Floor, 570 Bourke Street
Melbourne
Ph: 1800 136 066
Ph: 8601 5200
Fax: 8601 5219
E-mail: hsc@dhs.vic.gov.au