Appointments
Our Practice runs on an appointment system between the hours of 8am – 11pm Monday to Friday and 9am – 8pm on Saturdays.
We do accept walk-in appointments however, those with an appointment take priority.
Our Doctors try their very best to run as close to time as possible – we encourage you to make an appointment to minimise waiting times. However, emergencies and unforeseen circumstances can arise which may cause a delay. We appreciate and ask for your understanding if this does occurs.
If you feel you need extra time with your Doctor, or if you are coming in with additional family members, please advise the reception staff when making you appointment that you require a longer consultation. Each family member will need to be booked in with the Doctor.
Extended Appointments
If you require extra time for your appointment, please advise our reception staff at the time of booking.
Emergencies
A seriously ill patient presenting to the clinic will always take priority and receive immediate attention. Please advise Reception staff if you are experiencing any of the following:
- Chest Pain
- Shortness of Breath
- Bleeding
- Head Injury
Ambulance Cover
Patients who have Ambulance cover, Pension Cards and certain types of Health Care Cards will be covered for Ambulance Transportation.
Patients who do not have these options will be personally liable for any fees incurred by Ambulance Transportation.
Please refer to the Ambulance Victoria Website at www.ambulance.vic.gov.au for membership details.
After Hours
In the event that the practice is closed, please call our Locum Service on 13 26 60
In the event of an emergency we direct you to call 000 for instruction or go directly to the Emergency Department at Werribee Mercy Hospital (300-310 Princes Hwy, Werribee VIC 3030).
Home Visits
Home Visits to Patient homes, Nursing Homes and Hostels are available for Westgate Medical Centre patients under certain circumstances. Please talk to your Doctor or one of our friendly Reception staff if this service may be needed.
Non-English Speaking and the Hearing Impaired
Whilst the Doctors at this Practice are multi-lingual – our Doctors speak English, Farsi, Arabic, Sinhalese, Punjabi, Urdu, Hindi, Tamil, Telegu, French, Mauritian, Creole, Filipino, Dari, Greek and Persian – we understand that there are patients who may require an interpreter.
This Practice can request an on-site translator (booking will need to made prior to your appointment) or telephone interpreter (can be booked on the day) for your convenience.
For patients who are hearing impaired, an on-site Auslan Translator can be provided for your convenience. Please note booking will need to be made prior to your appointment.
Immunisations
The Doctors and Practice Nurses can perform all immunisations – from infant to adult – at our Practice.
All childhood immunisations are sent to the Australian Immunisation Register (AIR)
The Doctors are also available for consultation regarding all your Travel Vaccinations needs.
Phone Calls
The Doctors at Westgate Medical Centre are unable to take general phone calls unless they are an emergency; this is to avoid and minimise interruptions during consultations.
If the call is not urgent, you may leave a message and the Doctor will return your call if possible. We do also offer telephone consultations that can be booked with our Receptionists.
Doctors will always take phone calls if they are from another Doctor, Pharmacy, Specialist, Hospital or any other Health Care Provider.
Test Results
Test results will NOT be given over the phone. Reception Staff and Nurses do not hold the appropriate qualifications to discuss these results with you. Strict protocols around patient confidentiality must also be maintained at al times.
The clinic is also unable to discuss your results with any other family member or next of kin unless signed authority and appropriate paperwork is in place.
You may call the practice to see if your test results have arrived – depending on the tests done, most take between 3-5 days to return to the Practice. Please ask your pathology provider when undertaking the test what the expected timeframes will be.
Reminders
Our Practice is committed to the continuity of care to our Patients. We may from time to time issue you an SMS or reminder letter offering you preventative health services such as immunisations, pap smears, cholesterol and diabetes checks.
Please let us know if you do not wish for these reminders to be sent.
Referrals
The Doctors at this Practice may refer you to services outside of Westgate – such as x-ray, ultrasound or to see a Specialist. A phone number with the details will be provided for you to call and make an appointment.
After your consultation with the Doctor, our Reception staff will fax referrals (such as to a Hospital Outpatients Department) or call on your behalf if there is an urgency or language barrier.
*** Please note we cannot guarantee that outside referrals will bulk bill – when booking your appointment, please ask the Provider if any fees or charges will be incurred out of pocket.
Personal Health Information and Confidentiality
Your Medical Information is a confidential document.
Westgate Medical Centre Practice Policy is to ensure and maintain the security and privacy of your records at all times and only available to authorised members of staff.
Our Practice will not disclose personal health information to any third parties without consent, you are at risk of harm or unable to give consent.
Personal Health Information may be disclosed for the following reasons:
- For communicating relevant information with treating doctors
- Specialists or other allied health professionals
- For follow-up reminder or recall notices
- Accounting procedures and accreditation
- Disease notification as required by law
- Court orders or subpoenas.
Our Practice abides by all mandatory reporting guidelines to the relevant government bodies.
If you have any concerns about your Personal Health Information please discuss this with your Doctor. When needed, you would be required to fill a request form for access and disclosure of your Personal Health Information.
Patient Feedback and Patient Rights
We aim to offer you an excellent service. If there is any way you feel we can improve our services please pass on any suggestions via our suggestion box located in the waiting room – or you can e-mail the Practice Manager, Camille Gonzales at sayers.manager@westgatemedical.com.au.
We take your concerns seriously and endeavour to take on all feedback to help better serve our Patients.
However, if you wish to take this matter further and feel the need to discuss the matter outside the surgery, the following options are:
- The Australian Medical Association (AMA)
- The Medical Registration Board
- The Health Care Complaints Commission – 03 8694 5200
Or you can ask our Reception Staff for the Office of the Health Services Commissioner Contact Details and Complaint Form.