On your first visit we request patients make a double appointment of 30-minutes for your doctor to complete a full history. Your doctor requires new patients to complete and submit a new patient registration form at your first appointment. When you arrive please return the form to reception or complete this form on line.
To minimise your waiting time, bookings are essential and standard appointments are made at 15-minute intervals. Appointments are available on the day and every effort is made to make the appointment with your doctor of choice.
Standard appointments are up to 15 minutes and your Doctor will be able to discuss 1-2 presenting issues in this time.
Long appointments are 15-30 minutes and your Doctor will be able to discuss more than 1-2 presenting issues or more complex issues in this time.
Life threatening and urgent medical matters are prioritised upon arrival.
Mornington Medical Group visitor parking, including disabled parking, is available off Main Street. Wheelchair access and disabled parking is available through our main entrance on Main Street Mornington.
Contact us before your arrival for any special needs.
On weekdays your doctor will triage and attend to current patients requests or refer their patients to a local private or public hospital if required. An urgent home visit maybe facilitated if necessary. DoctorDoctor provides the after hours service on weekends.
An after-hours service is available to current patients of doctors who work from Mornington Medical Group. Please call (03) 5975 2633 and follow the prompts.
The clinic is open on Saturday mornings from 9.am to 12.pm. Please call the clinic to book an appointment.
The clinic is closed on Sundays and Public Holidays.
If you are experiencing a medical emergency call 000 immediately.
The clinic sends out appointment reminders by SMS on behalf of your doctor or nurse if you have consented to this so that you won’t miss your appointment.
Please note there is a fee if you do not attend or cancel your appointment within 2 hours of your appointment. If you cancel within 2 hours then 50% of the doctors standard fee will apply. If you cancel within 1 hour then 100% of your doctors standard fee will apply.
If you do not attend at all, then a full fee will apply for the time the GP set aside for your consultation.
There are multiple ways in which this practice communicates with patients and third parties – face to face, telephone, video, fax or email are the most common.
Telephone – Patients can contact the practice between 8:30am and 5:30pm Monday to Friday and from 8:30am until 12.pm Saturday. The reception staff may use a triage system to assess the urgency of the patients’ needs and concerns. The reception staff will also perform a three-point identifier check to ensure the correct patient record is matched to the patient on the phone. Please note, it is often not possible to speak to the doctor at the time of calling. A secure message will be sent to the doctor who will return your call when possible, exceptions may be made if the matter is deemed to be urgent.
When correspondence is received from other healthcare providers, it is directly imported into the patient’s file and then sent through to the doctor to review. This includes results, emails and specialist letters.
Email – Email is not a secure form of communication and is not encouraged by Mornington Medical Group for this reason. If you do choose to contact the practice via email, this is considered as patient consent for our staff to reply via email. Our staff endeavour to respond to email messages within 2 business days.
SMS – SMS messages are sent to remind patients of scheduled appointments, health reminders and health recalls. Please make sure you update the clinic if there is a change to your mobile number. Please let us know if you would like to be removed from the SMS list.
Post – for patients who have opted out of SMS, a letter or email may be sent regarding reminders or recalls. Letters received by the practice are scanned into the patient record and forwarded to the doctor to review.
Mornington Medical Group’s website is updated regularly and contains the practice contact details, location, opening hours and information regarding fees and services offered. The after-hours doctor service details are also available, as is online booking for the practitioners during office hours.
Communicating with patients with special needs
A contact list of translator and interpreter services and services for patients with a disability is maintained, updated regularly and readily available to all staff at reception. These include:
A patient’s cultural or ethnic background can be important in the way it impacts on health. Some illnesses are more prevalent in certain people or when cultural health practices differ from general medicine. Informing your doctor of your cultural background can help ensure your health needs are better addressed.
Information is able to be provided in many languages. Please speak to our team should you require information in another language.
Are you of Aboriginal or Torres Strait Islander origin? Your answer will assist us to plan your care. Cultural identification is voluntary.
We encourage your feedback on the services you have received at the clinic. The Team Leader or the Manager are available to discuss any concerns.
Alternatively, if you feel your concerns are not dealt with adequately by the clinic you may wish to read the new legislation: the Health Complaints Act 2016 (Vic). You can lodge a complaint on line at the Health Complaints Commissioner (HCC) – Level 15, 50 Lonsdale Street Melbourne VIC 3000.
Phone 1300 582 113 or www.hcc.vic.gov.au.
Mornington Medical Group is a private billing practice. Payment is required at the time of the consultation. Each individual medical practitioner determines their patient fees at the time of the consultation and is at the discretion of each practitioner and not that of Mornington Medical Group. A discounted fee is available to current Pension and Health Care card holders.
Department of Veteran Affairs (DVA) patients are billed directly through DVA.
Children under 12 are bulk billed during weekday business hours (Monday to Friday 8.30am to 5.30pm) by some of the doctors only. Dr Cathy Evans, Dr Matthew Evans and Dr Lori Jackson bulk bill children under 12 for childhood immunisations only. Please check with reception for any clarification of individual doctors billing practices. Private fees are in place for afterhours and weekends.
The General Practitioners who work out of the clinic are Independent Medical Practitioners or Independent Allied Health Practitioners and they decide on the fee for your consultation. Please discuss any concerns with your treating GP.
Payment is required at the time of the consultation. Your doctor will accept major credit cards (not AMEX) and EFTPOS payments. We can electronically process your Medicare rebate to your nominated bank account directly after your payment is received.
Home visits are available at the discretion of your individual doctor for regular patients who are unable to attend because of serious incapacity. The availability of this service is up to individual doctors and is within a radius of 10 kms from the clinic. Requests will be assessed by your individual doctor. Additional charges will apply.
Your personal health record and information is stored securely and is safeguarded. Your privacy and confidentiality is important to us and respected at all times.
Patients of the practice have the right to access their personal health information under the Privacy and Other Legislation Amendment Act 2024 (fees apply).
At the clinic we use POLAR which enables meaningful analysis by general practices of their own identified patient data, which is presented in an easy to use graphical format to help us provide you with the best medical care. The information is secure, cannot identify patients and is shared with the local Primary Health Network to improve health services in the area. The information is used for planning health services across your community.
Please let our reception staff know if you do not want your de-identified information to be included.
The clinic is committed to preventative health care and your doctor may place you on a reminder system for preventative health screenings appropriate to your care. The clinic may contact patients by SMS, email, phone or letter. If you would prefer not to be entered into this reminder system please let your doctor or the administration staff know.
Patients requiring a repeat prescription or referral requests are generally required to see their usual doctor for this. If your doctor is not available then an appointment with another Independent Medical Practitioner is required.
In special circumstances a repeat prescription can be provided by your doctor (this is up to each independent doctor) without an appointment however additional charges will apply.
Patient results are reviewed by your individual doctor when they are received. The clinic has a policy for recalling patients where medically appropriate or as directed by your individual doctor. Your doctor or nurse will contact you if your doctor needs to see you or discuss your results.
Your general practitioner and the clinic nurses will take phone calls as necessary relating to your family’s health. If your doctor or the nurses are seeing patients when you call they may need to call you back, usually between 12.30pm and 1.30pm or at the end of the day.
Electronic messaging via email can be sent to info@morningtonmed.com.au. The reception staff will endeavour to reply to emails within 2 business days. Requests for appointments, medications or medical services are to be made via phone or the on line booking system.
Secure electronic messaging systems are utilised for outgoing clinical correspondence.
If communication is urgent please contact the clinic directly on the phone (03) 5975 2633 and speak with a receptionist.
Information can be sent to the clinic via fax on (03) 5977 0550.
Effective communication is essential for all consultations. The clinic can make arrangements for communication services including interpreters with advanced notice. Please let our administration team know if this is required.
Translation & Interpreting Service (TIS National) 131 450 is a free service available to Australian Citizens & Permanent Residents who speak languages other than English.
Information in another language is able to provided if needed and your doctor is able to print off clinical resources in other languages. Please notify the administration team or your doctor if this is required.
For patients with hearing difficulties, Auslan interpretors can be arranged by calling 1300 287 526. Please let our reception team know if these services are needed.
Due to unforeseen or emergency cases, appointments can occasionally run overtime and a patients appointment maybe late. We appreciate your patience and understanding if your doctor is not consistently on time and the staff will endeavour to inform you of delays when known.
