Our Policies

Test results

If you require a diagnostic test, it is recommended that you book a follow up appointment prior to leaving the centre.  This way your doctor can explain and discuss the results with you as well as review any care plans. If you need to come in urgently after a test result, we will contact you directly. 

Repeat prescription

To ensure you get the best care, our doctors prefer to see you face-to-face. In certain circumstances, your GP may be prepared to write a prescription without your attendance. This may incur a charge and should be made via phone. 

Home visits

While we do not routinely carry out home visits, Home visits are made to patients during and outside practice hours where it is safe and they are located a reasonable distance from the practice. Visits are made to private homes, nursing homes or hospitals if patients are acutely ill, immobile, frail, disabled or elderly and have no transport to the practice. These patients are made aware of this service through the practice information sheet or by the practice staff.

Medical Care Outside of Our Opening Hours

If you or a family member need to consult a Medical Practitioner outside opening hours, please call our nominated after-hours provider 13SICK (137 425). This service will arrange a Medical Practitioner to visit you at your location or home. When you book your appointment we recommend that you enquire about the fees payable.

Walk-In Patients

We give priority to patients who have booked appointments. If you are a walk in patient with a medical emergency, our team will initiate a triage process where the first available Medical Practitioner will see you. If you are a non-urgent walk in patient, you will be offered the next available appointment time.  If you prefer to wait to be seen, the duration may be up to 2 hours or longer depending on availability. Please call us before you arrive to ensure you get an appointment time that suits you. We understand that sometimes you may not be able to attend your appointment. Please let us know as early as possible (minimum 2hrs before appointment )  to avoid any non-attendance fees.

Feedback & complaints

We value your feedback. In accordance with the Health Complaints Act 2016, the Health Complaints Commissioner recommends raising your concerns with us directly, as it is often the quickest and easiest way to resolve a complaint. 

Patient feedback forms are available here to complete or we encourage  you to call the clinic and speak to our practice manager to discuss your feedback. We have formal processes in place to review and follow up on all feedbacks. If you feel you are unable to take the complaint to us directly, or you are not happy with our response, you can contact the Health Complaints Commissioner Victoria.

Phone them: 1300 582 113

Visit here for more information.

Calling our doctors 

If there are reasons why you cannot physically attend our clinic to see your doctor face-to-face, you may wish to call them.

Our friendly reception team will notify your doctor by electronic communication of your call and they will respond as soon as they can. We aim to have all calls returned on the day received (unless your doctor is not consulting that day). On some occasions, there could be a delay that is beyond our control.

Communication Policy

Sensitive information will only be communicated face to face by a medical practitioner or other appropriate health professional, unless there are exceptional circumstances.

Each Doctor will determine whether a patient requires a face to face consultation or if it is appropriate to communicate by electronic means. The practice’s policy on patient electronic communication and the cost is to be made available to patients. Electronic communication processes comply.

Our patients are given the option of being contacted by electronic means such as SMS. All new and existing patients in the practice are able to ask for a copy of our electronic communication policy and are asked to provide signed consent to agree or disagree to be communicated with in this manner.

It is acknowledged by the practice that consent is implied if the patient initiates electronic communication with the practice.

Reception staff are to check each patient has this information on their record on arrival to the practice, along with the verification of their name, date of birth and address.

The signed consent will be scanned and recorded in the patient electronic record and their response recorded on the practice software.

The new patient consent form states that the practice may use this mode of communication: to send reminders for a scheduled appointment.

Email Policy

Craigieburn Central Medical Centre does not communicate with Patients about their medical conditions through email. Unless the patient request to do so by email.  we use email for the following:

  • Ordering Supplies / Sample Medication
  • Sending invoices for accounts
  • Receiving and updating requests for medical reports from Work Cover/Insurance Companies.
  • Receiving updated health information
  • Complaints – to Practice Manager email
  • Patients requesting results or medical certificate to be emailed to them

Additional Information

Electronic communications can be forwarded, intercepted, printed and stored by others. Privacy cannot be guaranteed.

Practice staff and Doctors are aware of alternative modes of communication used by disabled people.

Patients contacting the clinic via email will receive an automatic response advising them that communication via email is not monitored on a regular basis therefore it may take up to 7 days to respond to their request, any health related information needs to be discussed via a phone call to the practice, and information about dialling “000” in an emergency .

Staff are accountable for emails sent in their name or held in their mailbox.

This practice may check individual emails from time to time. Inappropriate use of emails will be investigated. Fraud, harassment or confidence breeches are grounds for dismissal.

Privacy Policy

We take your personal data and privacy very seriously. You can call us or ask our friendly receptionist staff for a copy of our communication policy.

You may also click here to view a copy of our privacy policy