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 high-quality, respectful, patient-centred medical care to individuals and families in the Wendouree community.

We aim to:

Deliver comprehensive general practice services
Maintain patient confidentiality
Provide culturally sensitive care
Promote preventative health and wellbeing
Ensure a safe and respectful environment for all

2. Appointments

Booking

Appointments can be made:

Online (where available)
By phone
In person at reception

We recommend booking longer appointments for:

Mental health consultations
Chronic disease management
Multiple health concerns
Procedures
Care plans

Late Arrivals

If you arrive late, your consultation time may be shortened or rescheduled to avoid delaying other patients.

Missed Appointments (DNA)

If you fail to attend without notice, a non-attendance fee may apply.

Repeated missed appointments may result in limited future bookings.

3. Telehealth

Telehealth consultations may be available where clinically appropriate and in accordance with Medicare guidelines.

Patients must:

Be in a private environment
Provide accurate contact information
Ensure stable phone or internet access

Bulk billing eligibility for telehealth is subject to Medicare rules.

4. Test Results

It is the patient’s responsibility to follow up on test results.

Results will not automatically be provided unless clinically required.
Patients may be contacted if urgent follow-up is needed.
Routine results require a follow-up appointment.

Reception staff are not permitted to provide medical advice.

5. Referrals

Referrals are issued at the discretion of the treating GP.

Patients must:

Ensure referrals are valid prior to specialist appointments.
Understand that Medicare rebates may not apply without a valid referral.

6. Prescriptions

Repeat prescriptions generally require a consultation.

For safety reasons:

Certain medications cannot be issued without review.
Requests without consultation are assessed at the GP’s discretion.
Prescription processing times may vary.

7. Zero Tolerance Policy

HopeMedics maintains a strict zero tolerance policy regarding:

Aggressive behaviour
Verbal abuse
Physical threats
Harassment of staff or other patients

Patients engaging in such behaviour may be:

Asked to leave
Refused service
Reported to authorities where necessary

The safety of staff and patients is a priority.

8. Infection Control

To protect vulnerable patients:

Patients with infectious symptoms may be required to wear a mask.
Patients with fever, respiratory symptoms, or contagious illness must inform reception upon arrival.
Infection control protocols are followed in line with national health guidelines.

9. Communication

We may communicate via:

Phone
SMS
Email
Secure medical messaging platforms

Electronic communication carries inherent privacy risks.

Urgent matters should not be sent via email.

In an emergency, call 000 immediately.

10. After-Hours Care

HopeMedics operates:

Monday to Friday: 8:30am – 5:00pm

Saturday & Sunday: 9:00am – 4:00pm

For medical emergencies outside these hours:

Call 000
Attend the nearest hospital emergency department

For urgent but non-life-threatening issues, contact local after-hours GP services.

11. Privacy & Confidentiality

All patient information is handled in accordance with our Privacy Policy and Australian Privacy Principles.

Please refer to our Privacy Policy page for full details.

12. Feedback & Complaints

We value patient feedback.

Concerns can be raised:

info@hopemedics.au

Shop 118, 330 Gillies Street North, Wendouree VIC 3355

If you are not satisfied with our response, you may contact relevant health complaint bodies in Victoria.

13. Policy Updates

This Practice Policy may be updated from time to time. The latest version will always be available on our website.