Cancellation Policy
If you are unable to keep a scheduled appointment, to cancel or reschedule your appointment, please call us at: (03) 8842 2100.
Please try to call 24 hours before your appointment if you want to cancel it or are unable to attend.
If you do not attend your appointment and or let our staff know you are unable to attend.
A non-attendance fee of $ 40 may occur.
Telephone Calls
Our doctors do not answer telephone calls during working hours while they are examining patients. Please leave a message with our reception staff and the doctor will return your call as soon as possible. Please note that consultations cannot take place over the telephone and as such you may require a follow up consultation.
Request for Test Results, Prescriptions and Referrals
You will be informed by your doctor as to the time when your test results will be available. Please make a follow up appointment to discuss these with your doctor. Results will not be given over the phone. In event of a clinically significant result, you will be contacted as soon as possible to make a follow up appointment to discuss these results with your doctor. Please inform our staff of any change of address or telephone number promptly to ensure there are no delays in us contacting you.
If you need to have a prescription filled or an updated referral, you will require a consultation with your doctor. No exceptions will be made to this policy.
Reminder Policy ( SMS/ Phone Call Reminders)
Please inform reception staff of your mobile number when making your appointment for SMS reminders.
One West Family Clinic will send an SMS reminder two (2) days before your consultation with your doctor. If you do not have a mobile number please provide staff with a landline number. Our staff will phone you to remind you of your upcoming consultation. Please remember to reply to your SMS with a ‘Y’ to confirm your appointment.
If you are unable to attend please remember to contact the clinic on (03) 8842 2100 to cancel your appointment.
Privacy Policy
All medical records are confidential. Our policy is to maintain security of your personal health information at all times.
In the interest of providing quality healthcare we have developed a privacy policy that complies with the law that recognizes the right to privacy of our patients. Copies of One West Family Clinic’s privacy policy will be available from our reception team.
Social Media
For privacy and confidentiality reasons practitioners and practice staff should only post information that is not in breach of these obligations by:
- Complying with professional obligations
- Complying with confidentiality and privacy obligations (such as by not discussing patients or posting pictures of procedures, case studies, patients, or sensitive material which may enable patients to be identified without having obtained consent in appropriate situations), presenting information in an unbiased, evidence- based context and
Not making unsubstantiated claims.
Confidentiality is a MUST under the clinics ethical Code of conduct.
We at One West Family Clinic can email you your results/ medical records upon request. We are only able to release information via Email that the treating Doctor will consent to for privacy and confidentiality reasons.
Falling under the Australian Privacy Principles (APP’s) Privacy Act 1988. There may be a possible risk associated with some methods of electronic communication and that privacy and confidentiality may be compromised.
We at One West Family Clinic request that all patients sign a consent form understanding the terms and conditions with receiving medical records/ results via email. Please ask our reception staff for more information and or a consent form if you would like to receive information from the doctor via email.