In-Patient services:

Our doctors have full visiting rights to Northeast Health Wangaratta, Wangaratta Private Hospital, Beechworth Health services and all local aged and care facilities.

Pathology Collection Centre:

Australian Clinical Labs operate at the practice on Saturday mornings between 9.00 am-11.30 am (depending on Australian Clinical Labs staff availability). Please contact the practice prior to ensure they are in attendance.

Pathology request forms from other services providers are accepted.

If you require a repeat prescription for a regular medication, please call the clinic on 5722 1500 and book a “script only” appointment. We run a daily Monday to Friday script clinic from 2pm to 2.30pm (times may vary occasionally). Please note prescriptions for anxiety, pain and sleeping medication require a consultation and cannot be done in the phone script clinic.

Our practice is committed to preventative care and we ask your permission to be enrolled in our recall/reminder system. You will be notified via “SMS”, letter or phone when due. Please discuss with your Doctor if you no longer wish to participate in this system.

• Automatic front door for wheelchair and disabled access
• Wheelchair and disabled accessible patient toilet
• Baby change facilities
• Water cooler
• Music
• Education media channel TV

Patient experience can be used to improve patient care and the way we deliver our services – your feedback is critical in identifying, planning and implementing improvements to our practice. It is a valuable tool as part of our quality improvement process.

Based on your feedback, we have implemented the following plan to initiate some changes within the practice –

If there is an issue that you will like to address with us, we would like to hear about it. Please feel free to talk to your doctor or a receptionist. You may prefer to write to us or use our suggestion box, which is located in the waiting room. We take your concerns, suggestions and complaints seriously and they will be dealt with promptly. Where possible, patients are encouraged to raise any concerns directly with the practice team and attempts are made for a timely resolution. Your comments and feedback are discussed at practice meetings and we communicateany improvements made back to our patients by placing a de-itentified report in the ‘Patient Information Folder’ located in the waiting room or individually as appropriate.

The state health complaint agency in your state is:

Health Complaints Commissioner

Level 26,570 Bourke street

Melbourne VIC 3000

Phone: 1300 582 113

Web:http://www.health.vic.gov.au

Our practice provides a health service that accommodates a diverse multicultural population including those with a disability.

Patients who do not speak English or who are more proficient in another language, have the ability to choose a professional translating service or a translator who may be a family member or a friend. Children should not be encouraged to translate on their parent’s behalf. In some situations, it may also not be appropriate for a family member or a friend to translate.  Our practise encourages patients to utilize the free Translating and Interpreting Service (TIS) – Doctors Priority Line (1300 131 450) for reasons including:

• Quality patient care
• Risk Management
• Impartiality
• Professional conduct
• Confidentiality
• Efficiency and effectiveness
• Accuracy
• Experience

The TIS is a free service available 24hrs a day via telephone at the time of consultation or onsite at the practice if 48hrs notice is given. Further information about the TIS is as available at https://www.tisnational.gov.au/. A free interpreting service is available for patients who are deaf and use Australian Sign Language (AUSLAN). Contact the National AUSLAN Interpreter Booking and Payment Services (NABS) on 1800 246 945 or visit https://www.nabs.org.au/ for further information.