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FAQs

Frequently Asked Questions

Below are a range of common questions and policies that we keep. If you have any other questions please feel free to contact us.

  • Your Medicare card or Veteran Affairs card
  • Any Centrelink card (pension card, health care card, etc)
  • Any relevant paperwork required
  • Your medications, or a list of them.
  • Your Chronic Condition Management Plan if you have one.
  • Your child’s immunisation booklet, if relevant

If you are running late we appreciate you notifying reception of your expected arrival time. Patients who arrive late for their appointment may not be seen. Patients who arrive on time will be seen as close to their scheduled time as possible.

You can cancel some appointment types on HotDoc. If you are unable to cancel online please call reception on 9384 1321. At least 2 hours notice is required to cancel your appointment. If you cancel your appointment within 2 hours a $50 fee may be charged.

If you miss your appointment without cancelling, a missed appointment fee of $50 must be paid prior to your next appointment.

Yes. If your consultation is being processed as bulk billed, Medicare requires your consent for your Medicare benefit to be assigned to the doctor. This allows the consultation to be processed as bulk billed.
 
You may receive this consent request by SMS, email, or through HotDoc.
Please open the message, read it carefully, and complete the consent request promptly.
 
Consent requests may be sent before or after your appointment. In some cases, you may receive a second request after your appointment if the final Medicare billing is different from what was covered in the first request.
 
If you do not complete the consent request, we may be unable to process your consultation as bulk billed, and payment may be required.
Harding Street Medical Centre does not routinely provide home visits.
 
Some doctors consulting at HSMC may choose to arrange home visits for their own patients in specific circumstances. This is at the discretion of the individual doctor and must be arranged directly with them.
 
If you are unable to attend the clinic, please contact reception to discuss whether a telehealth appointment or another suitable appointment option may be available.

Harding Street Medical Centre is partnered with Doctor Doctor for after hours care. You can book online at doctordoctor.com.au or call 13 26 60. For emergencies you should call 000.

Our practice is committed to preventative health care and quality care for those with chronic conditions. We may send a reminder SMS or call you from time to time offering you services appropriate to your care. If you do not wish to be part of this system please advise reception.
 
To improve continuity of care we endeavour to send reminders for Cervical Screening and some other procedures and investigations. However we stress that it is your responsibility to return for further assessments /investigations /results, or attend specialists, if your doctor has indicated this is necessary.

Test Results

Your doctor will generally request that you make an appointment for discussion of test results. Results of medical tests are usually available 3-4 days after the test has been done. It is your responsibility to ensure you follow up results.

Your doctor may be able to SMS you if all results are normal or to ask you to book a non-urgent follow up appointment to discuss abnormal results. At times our nurses will call to advise you to book an appointment with your doctor to further discuss a result. Nurses are unable to give results without your doctor’s permission.
Reception staff do not have access to your results.

Cervical Screening Results

Results of your cervical screen are sent via SMS. You may receive a phone call from your doctor on a private number or receive an SMS requesting you to book an appointment if your test result requires discussion.

Messages can be left with reception. Your doctor will review your message and respond as they determine most appropriate. This may be by returning your call on a private number or requesting you to make an appointment to discuss your message.

Clinical questions are best dealt with during an appointment with your doctor.

Please do not email questions for your doctor. Clinical questions are best dealt with during an appointment with your doctor.
 
Emails are checked infrequently by office staff and urgent responses are not possible. 
 
It may be appropriate to send information such as letters from specialists or test results to be directly uploaded into your file. These results may take a few business days to arrive in your doctors inbox, hence, this is only appropriate for non-urgent communication. Please discuss with your doctor before emailing. 

We now offer two options:

1) Quick Phone Consults 
  • A brief (6 minute) phone consult with a Harding Street GP
  • Not for: New medications or complex consults requiring more time or physical examination
  • If not appropriate: the GP may ask you to book a separate appointment and/or charge an additional fee where more time is required.
  • Fee: $30 out of pocket.
  • Note: You must be in Australia and able to answer a call from a private number at the booked time.
2) HotDoc Routine Request
  • For non-urgent repeat prescriptions from your regular GP who has previously prescribe this medication 
  • How it works: Submit the request through HotDoc; your GP decides if the request is appropriate. You’ll be notified if your request is declined and asked to make an appointment.
  • Not for: controlled/addictive medicines (e.g., benzodiazepines, stimulants, opiates).
  • Fee: $25 + HotDoc service fees.
  • Notes: You can request multiple scripts in one submission.
We now offer repeat prescriptions via HotDoc Quick Consults.
 
This service is only available for patients with their regular GP for repeat prescriptions i.e. a script your doctor has given you previously.
 
Your doctor will determine whether it is appropriate to provide your script without a consult. You will be informed if your request has been declined. 
Repeat prescriptions for addictive medication including benzodiazepines, stimulants and opiates are not provided using this service.
 
There is a fee of $25 plus HotDoc service fees for this service. You can request multiple scripts with this service. 
How long will the practice keep my medical record?
We keep your medical record for at least 10 years from your last visit, or until you are 25 years (whichever is longer). After this time it will be securely deleted.
 

Transfer or sharing of medical records

If you are moving and wish to transfer or share your medical record with another medical clinic a signed request form from that clinic must be forwarded to Harding Street. A fee may be payable depending on the size and complexity of your medical record.

Medical reports and forms

A fee applies to all medical reports and the completion of forms. This involves considerable time from the doctor in reviewing your file to write the report for solicitors or insurance companies. Privacy regulations require that you have signed a consent form for any reports to third parties. Payment is required from you or the solicitor or insurance company prior to release of the report.

My Health Record

If you have a My Health Record and have given permission for Harding Street Medical Centre to access this you can find your health summary and results here. If you are not sure of your “My Health Record” status please speak with reception.

A referral is needed for you to get a Medicare rebate from the fees charged by a specialist. Medicare requires that referrals are issued in advance of your consultation with a specialist. For these reasons, referrals are not available without consultation, and cannot be backdated. 

We constantly strive to improve our service to you and your feedback is very important to us. Please forward any feedback or complaints in writing to the Practice Manager at 16 Harding St, Coburg. We will provide prompt and confidential attention to your suggestions, problems and concerns.

Alternatively you may wish to contact the Health Service Commissioner

30th Floor
570 Bourke st
Melbourne

1300 582 113

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