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Practice Policy

This Practice Policy explains how our clinic operates, including appointments, prescriptions, referrals, and patient responsibilities.

1. Our Commitment

HopeMedics is committed to providing respectful, safe and patient-centred medical care to individuals and families in the Wendouree community.

We aim to:

  • provide comprehensive general practice services;

  • respect your privacy, dignity and cultural background;

  • support preventative health and wellbeing;

  • provide a safe and welcoming environment for patients, visitors and staff; and

  • communicate clearly about your care, appointments and fees.

2. Appointments

Appointments may be booked online, by phone or in person at reception.


Please let us know if you require a longer appointment. Longer appointments may be appropriate for:

  • mental health consultations;

  • chronic disease management;

  • multiple health concerns;

  • procedures;

  • care plans;

  • forms, medical reports or assessments; and

  • complex or sensitive matters.

We recommend booking longer appointments for:

​Please arrive on time for your appointment. If you arrive late, your consultation may need to be shortened or rescheduled to avoid delaying other patients.


If you need to cancel or change an appointment, please contact us as early as possible. A missed-appointment or late-cancellation fee may apply where insufficient notice is provided. Repeated non-attendance may affect future booking arrangements.

3. Telehealth Consultations

Telehealth appointments may be available where clinically appropriate.

To participate in a telehealth consultation, you should:

  • be in a private and suitable location;

  • provide accurate contact details;

  • have reliable phone or internet access; and

  • be available at the scheduled appointment time.

Eligibility for Medicare-funded telehealth services depends on current Medicare requirements and your individual circumstances.

4. Test Results and Follow-Up

All test results requested by HopeMedics are reviewed by the treating clinician or another appropriate clinician within the practice.


Where a result requires prompt discussion, further investigation or treatment, we will make reasonable attempts to contact you.


Some results require a follow-up appointment so the doctor can explain the result, discuss its significance and recommend next steps. Please book a review appointment where you have been advised to do so, or if you are concerned about your symptoms or condition.
Reception staff cannot interpret results or provide medical advice.

5. Referrals

Referrals are provided when clinically appropriate and at the discretion of the treating GP.


Some specialist appointments, tests or services may require a current referral for Medicare benefits to apply. Please check that your referral is current before attending a specialist appointment.


Requests for new referrals, replacement referrals or referral updates may require an appointment with your GP.

6. Prescriptions

Repeat prescriptions generally require a consultation or clinical review.


For patient safety, some medicines cannot be prescribed without an appointment, examination or review. Prescription requests made without a consultation are assessed by the treating GP and may not be appropriate in every circumstance.


Please allow reasonable time for prescription requests to be reviewed. Urgent medication concerns should be discussed directly with the clinic.

7. Respectful Behaviour

HopeMedics is committed to maintaining a safe environment for patients, visitors and staff.


We do not tolerate:

  • aggressive, threatening or abusive behaviour;

  • harassment, discrimination or intimidation;

  • physical violence or threats of violence; or

  • behaviour that compromises the safety or wellbeing of others.

Where necessary, patients or visitors may be asked to leave, appointments may be ended, and appropriate authorities may be contacted.

8. Infection Control

To protect patients, staff and the wider community, HopeMedics follows infection-control procedures consistent with current health guidance.


Please inform reception when you arrive if you have fever, respiratory symptoms, vomiting, diarrhoea or another potentially infectious condition.


You may be asked to wear a mask, wait in a separate area, attend by telehealth where suitable, or follow other infection-control directions.

9. Communication

We may communicate with you by phone, SMS, email or secure medical messaging where appropriate.


We may use these channels for appointment reminders, recalls, follow-up requests and other information related to your care.


Email and SMS are not appropriate for urgent medical concerns. Please do not send urgent symptoms, emergencies or detailed medical information by email or social media.


In an emergency, call 000 immediately.

10. Accessibility, Communication and Cultural Safety

HopeMedics aims to provide respectful and inclusive care for all patients.


Please tell reception if you require an interpreter, communication support, accessibility assistance or other reasonable adjustments. We will discuss available arrangements with you.


We welcome patients of all cultural backgrounds, religions, identities, sexual orientations and gender identities.

11. After-Hours Care

HopeMedics operates:

​

  • Monday to Friday: 8:30am – 5:00pm

  • Saturday and Sunday: 9:00am – 4:00pm

 

For medical emergencies outside clinic hours, call 000 or attend the nearest emergency department.


For urgent but non-life-threatening health advice outside clinic hours, call 1800MEDICARE (1800 633 422).

12. Privacy and Confidentiality

HopeMedics handles personal and health information in accordance with our Privacy Policy and applicable Australian and Victorian privacy requirements.


Please refer to our Privacy Policy for information about how we collect, use, store and protect your information.

13. Feedback and Complaints

We welcome feedback about your experience with HopeMedics.


You can raise a concern or make a complaint by contacting us:
Email: info@hopemedics.au
Address: Shop 118, 330 Gillies Street North, Wendouree VIC 3355


We will review your concern and respond as soon as reasonably practicable.
If you are not satisfied with our response, you may contact the Victorian Health Complaints Commissioner.

14. Policy Updates

We may update this Practice Policy from time to time to reflect changes to clinic operations, patient services or legal requirements.


The current version will always be available on our website.

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