Temple Hills has a COVID Safe Plan in action to mitigate risk of infection and protect each and every person that enters our clinic.

Here are some of the things we have in place:

• Masks are to be worn by all who have any covid (cough, cold or flu-like) symptons on-site.
• If you have cough, cold or flu-like symptoms please call reception when you arrive so that you can be screened prior to coming inside the clinic. 
• If you have symptoms we will either ask you to wait outside or will put you in a seperate room so that other patients in the waiting room aren't put at risk. We will ask you to wear a mask to reduce the risk of any transmission.

Currently we only bulk bill Pension cardholders. You can see a full breakdown of our fees as well as our Pricing Policy here.

Please be aware that we do not bulk bill any patients for appointments on Saturday mornings and patients also incur a $5 surcharge for these appointments.

When you register as a new patient, we don’t automatically gain access to your previous health information. We can sometimes access limited information with your permission through “My Health Record” if you have one.

To ensure that we have all the information we need to continue your care safely and seamlessly, you can request a transfer of your records by completing this form. Our receptionist will send this to your previous clinic who will transfer your records for inclusion in your Middle Island Medical Clinic file. Sometimes your previous clinic may charge a fee in order to do this transfer.

Under the Health Information Act, services have up to 5 weeks to send through requested information. If you anticipate joining our clinic, it can be helpful to arrange the transfer of your Medical Records prior to your first appointment with us.

Similarly, if you are leaving us please pass the details of our clinic to the clinic where you are going so that they can liaise with us to ensure that we are able to transfer your medical records across. We always want to ensure that your new clinic have everything they need in order to take over your care seamlessly.

Yes.

The doctors and nurses at Temple Hills Medical Centre will gladly talk through any concerns you have about the available vaccines given your current and previous medical conditions. The available vaccines have been found to be safe and effective and we encourage all patients who are eligible to book an appointment so that they can be fully immunised and remain up to date with their protection.

Yes.

We offer both phone and video consultations. Our doctors have found that most consultations can be conducted over telephone; however, we can arrange a video consultation upon request.

It is a good idea to specify at the time you book whether you would prefer a video or telephone consultation for your appointment.

Our Saturday clinic is predominantly for urgent issues that have developed recently in circumstances where you can't wait until Monday to see your doctor rather than routine care best addressed when the full clinic is up and running throughout the week.

As such, we believe it's important to remunerate our staff for the sacrifice they make on a weekend to provide this service. If you are experiencing financial hardship, but require urgent care on a Saturday, please discuss this with our staff.

Generally, when we receive your test results you will be sent a SMS text message which will either indicate that you should book an appointment with the doctor to discuss them or that the results are satisfactory and the doctor will discuss them with you are your next routine appointment.

Please contact reception if you have any questions or are unsure what to do.

We understand that life happens and that sometimes you aren't able to make it to an appointment that you have booked. Please provide us with as much notice as possible. Please note that there may be a fee if you do not give us more than two hours notice.

If you fail to attend an appointment without cancelling your appointment then there will be a $30 fee for Standard Appointments or a $50 fee for Long Consultations. No further appointments will be made until the fee is paid.

Providing health care is rewarding but it can prove to be stressful, so we appreciate your compliments and encouragement. If we have failed to meet your expectations at any time and if you have any suggestions on how we can improve our practice or services, we would like to hear from you.

Please use the form at the bottom of this page. You can leave your contact details so we can discuss it further with you or you can provide your feedback anonymously. We encourage written feedback so we can best follow up and respond to your comments/concerns promptly.

The Health Complaints Commissioner (1300 582 113 or visit hcc.vic.gov.au) can assist with facilitation if you need assistance. You can also make complaints via the Office of the Australian Information Commissioner if the complaint is privacy related (https://www.oaic.gov.au/privacy/privacy-complaints or call 1300 363 992).

We apologize in advance that we haven't been able to live up to expectations.

Yes, it is our practice policy that an appointment is required for all new scripts.

Generally the doctor needs time to write the script and to check that the medication is still appropriate and working well. It also allows the doctor a chance to recommend a new medication or confirm that the medication is doing what it needs to do.

No. It is our practice policy that an appointment is needed in order to get a new referral.

This means that the doctor has time to write the referral and make sure that the specialist gets an up-to-date summary of your progress.

First, and most importantly, don’t panic. The majority (~80%) of people who become unwell with COVID-19 experience mild symptoms and recover within 7-14 days.

If you over 70 years old or you are over 50 and have a risk factor for severe disease you may be eligible for covid antiviral medication. Please call the clinic and book an appointment to discuss your options. 

Remember to drink plenty of water and monitor your symptoms. Please book an appointment with us if you have any concerns or if things get worse. In an emergency call 000.

Remember to try to reduce the risk of transmitting the virus to others by isolating if possible or by wearing a mask in public.

Most cases of COVID are mild and do not require anti-viral medication. People at higher risk of severe illness are eligible for antiviral treatments, these include:

• People 70 years or older
• 50 years or older with 2 additional risk factors
• Aboriginal or Torres Strait Islander, 30 years or older and with 2 additional risk factors.

People aged 18 years and older who are moderate to severely immunocompromised may be eligible.

Courses of these antiviral treatments need to be started as soon as possible after symptoms from COVID-19 begin. To find out if you may be eligible, please click here. If you are eligible call the clinic to arrange a telehealth appointment.

our personal health information is confidential and protecting your privacy is paramount. Personal information will only be used for the purpose of providing medical services and for claims and payments, unless otherwise consented to.

The Practice will not disclose personal information to any third party (other than in the course of providing medical services) without full disclosure to the patient or recipient, the reason for the information transfer and full consent from the patient.

For further information on how we handle your information, visit our Privacy Policy.

Work cover patients will be treated the same as regular patients. These patients must inform their employer before their first consultation and provide an approved claim number and date of accident/incident related to their current case at the time of consultation. This is necessary before consultation invoices can be directed to TAC or insurance companies.

If not supplied, payment for the consultation will be required by the patient on the day and will not attract a Medicare rebate. It is then the responsibility of the patient to seek reimbursement costs from their workcover/employer.

You can view our Privacy Policy here. It contains details on how we manage your patient health information and also how you can request a copy or correct your personal information. 

If you have any questions regarding how we manage patient health information, please call us on 9842 9911 and ask to speak to the practice manager.

You can view our policy on communicating with your Doctor on our appointments page here.