Patient Information

Appointments

*Please note:  All patients requests / queries must be directed to reception via telephone (email is not an acceptable means of communication).

For continuity of care we encourage you to book with your usual treating doctor – however, if they are unavailable, an appointment can be scheduled with another doctor at this location who will have access to your medical history for continuity of care.  Whilst the doctors try to keep to time, emergencies or other unanticipated circumstances are prioritised.  You may telephone beforehand to inquire.

Due to State Government legislation regarding Payroll Tax, Private fees will increase as of 1st July 2024.  Please direct any queries to reception.

Full fee of $100.00 (single appointment) or $150.00 (double appointment) applies for all missed appointments without 24 hours notice provided.

As of Monday 6th February 2023, Private billing fees apply for all consultations including Telehealth appointments.  Pensioners and Health Care Card Holders will no longer be routinely bulk billed and discounted rates will apply.  Discounted fees do not apply for consultations with Dr John Ford, Dr Kayty Plastow and Dr Jemma Gillard.  

Consultations are by appointment and are usually allocated 15 minutes duration on Monday to Saturday.  

Telehealth consultations are also available and encouraged for repeat referrals and prescriptions.  (Telehealth criteria: one must have physically attended the clinic in the last twelve months and be within Australian borders in order to qualify).

Make sure to book in an appointment to review your results with your doctor.

If your tests or reports reveal any urgent concerns or request a need to follow-up, the receptionist or your doctor will contact you to book in for a consultation.

It is the patient's responsibility to ensure they make a follow-up appointment to obtain any results.  

If you have numerous issues to discuss, please ensure you make a double appointment so that the doctor has enough time to hear your concerns. Longer appointments are available and recommended if needed, especially for counselling, mental health consultations, pregnancy 6 week check-ups, complex medical problems, second opinions, full check-ups, pre-employment medicals, insurance medicals etc.

To book an appointment call (03) 9370 3322 or book online via Health Engine.

Home Visit after Hours Care

Locum Service (Bulk Billed): Home visit after-hours service is provided for patients of doctors consulting at this location, Ascot Vale Health Group, by DoctorDoctor from 11pm – 8am Mon to Fri and outside of the normal operating hours Sat, Sun & Public Holidays.  Please call  13 26 60

Home Visits can be arranged, within the Service Facilities Provider - Ascot Vale Health Group - opening hours & depending on doctors consulting for that day, for patients of the doctors consulting at this location, who have a physical disability that restricts mobility or who are too ill to attend the surgery.  We will make every effort for your treating GP or one of the other practice GP’s to attend.  Fees apply.  Please phone (03) 9370 3322.

Emergencies: please call an ambulance, dial 000.

Nearby hospitals that provide emergency care 24 hours per day, 7 days per week

Hours

8.30am - 7.00pm   Monday - Thursday

8.30am  - 6.00pm   Friday 

9.00am - 12 noon   Saturday

Sunday closed

10.00am - 12 noon public holidays

Closed Christmas day, New Years day and Good Friday

refer to 'news' page for any amendments to operating hours

Telephone Calls

For urgent medical problems please telephone the facility and state if this is so.  A Doctor/Nurse will provide emergency advice during surgery hours where this is indicated.

Staff are instructed to obtain as much detail from you when you telephone and will pass on your message to your GP.  As soon as your GP can take your message it will be followed up. The Doctors at the Ascot Vale Health Group do not routinely return phone calls - so, if there is a need to speak with your GP, you should make an appointment to allow them the time to spend with you.

If you are ringing for results, you are encouraged to make an appointment so that you can ask additional questions or seek further treatment if necessary.

*Please note:  All patients requests / queries must be directed to reception via telephone (email is not an acceptable means of communication).

Prescription and Referral Requests

For issue of repeat referrals to Specialists or prescriptions it is requested you make a Telehealth appointment with a doctor consulting at this location. These will then be prepared at your doctor’s discretion, if for the same condition and excluding antibiotics. Referrals will then be left at reception for your collection and prescriptions can be either left at reception for your collection, sent to your local pharmacy or personal phone via SMS.

Reminder System

This facility is committed to preventative care and will post you reminder letters, in particular Pap Smear reminder notices initiated by Cervical Cytology Registry, preventative care matters and reminder for other health reasons.

Your Personal Information

Remember if your personal information has changed (phone number, address etc) please advise and update your details with reception.

Consultations and Health Records are strictly confidential.  Consistent with our commitment to improved quality standards and care, we abide by a Privacy policy that is in compliance with Privacy legislation for the Private Sector.  Further information regarding Privacy and Right of Access to your Health Records are provided in leaflets available at Reception.

Everyone at the Ascot Vale Health Group is dedicated to providing high quality health care to all patients, in accordance with the Royal Australian College of General Practitioners (RACGP) Standards for general practices. This is our commitment to you.

Fees

Billing is at the discretion of each doctor.  If you are seeing someone other than your usual GP, please speak to reception about billing.

As of Monday 6th February 2023, Ascot Vale Health Group will no longer be routinely bulk-billing Pensioners and Health Care card holders. Discounted fees will apply for all Pensioners and Health Care card holders.  Payment is required at the time of consultation.  For accounts not settled on the day, full fees will apply and late fees will apply for those not settled when contacted by reception. Discounted fees will not apply to consultations with Dr Kayty Plastow, Dr John Ford and Dr Jemma Gillard.

Non-attendance fees are applicable for all consultations and will be charged at the full fee.

Full fee of $100.00 (single appointment) or $150.00 (double appointment) applies for all missed appointments without 24 hours notice provided.

Saturday morning and Public Holidays incur a higher fee.

Appointment costs can vary depending on the doctor, time, consultation types and procedures. Please speak to the reception team for fees and charges related to your appointment.

We have the facility to submit your claim and provide an ‘on the spot’ refund via Medicare.

Veterans Affairs patients will remain under the current agreement

Other fees apply for more complex or longer consultations, procedures, theatre fees or medical supplies used

Workcover/TAC Claims

Full payment is required on the day by the patient - until such time we are provided with a current claim number and the TAC, employer or insurance company in question has accepted medical liability.

Yellow Fever Vaccination

If you are travelling to Africa, the Caribbean, Central or South America, you should be aware of the risk of yellow fever virus transmission and take the necessary precautions to protect yourself from infection.

Yellow Fever is a viral disease that is transmitted by mosquitoes.  Yellow fever can lead to serious illness and even death. It is called 'yellow fever' because in serious cases, the skin turns yellow in colour - this is known as 'jaundice'. Check with reception for the costs involved.

Dr Peter Unger and Dr Huy Nguyen are the 'accredited' Yellow Fever Vaccinators.

Please inform reception at the time of booking that you require Yellow Fever Vaccination to ensure that you are booked with the correct doctor and stock will be available for your appointment