Patient Information
Opening Hours
Mon : 9am - 6pm
Tue : 9am - 6pm
Wed : 8.30 - 5.30pm
Thur : 8.30 - 5.30pm
Fri : 9am - 6pm
Sat : 9am - 1 pm
Sunday & Public Holidays-We are Closed
MyMedicare Benefits
Benefits
It is voluntary and free to register in MyMedicare.. When you register in MyMedicare, it will notify your general practice that you have chosen them as your regular care team. Additional funding will be available from the government to help them provide the care you need. MyMedicare patients will have access to: greater continuity of care with your registered practice, improving health outcomes.
Eligibility
You’re eligible to register in MyMedicare if you have:
A Medicare card or Department of Veterans’ Affairs (DVA) Veteran Card
face-to-face visits recorded with the same practice, including either:
Two face-to-face visits for practices in other locations in the previous 24 months.
People who are facing hardship will be exempt from all eligibility requirements. This includes people experiencing domestic and family violence and homelessness.
Parents/guardians and children can be registered at the same practice if one of them is eligible and registered.
A parent/guardian must register a child under 14 years and provide consent on their behalf.
Young people aged 14 to 17 years can register and provide consent without a parent/guardian.
Medicare EasyClaim
nuGEN is a Bulk-billing medical practice for all consultations. We privately bill for any Medical procedures
# Non Medicare card holders with private insurance can continue to use their private insurance card to claim the MBS Item fee charged.
Fee for Private Procedures
Procedure fees varies on the type of procedure and its complexity . The doctors will advise you of the cost or ask the reception team for further information.
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Private Immunizations
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Minor surgery
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Suturing wounds
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Excision of skin lesions
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Skin Cancer Biopsy & Surgery
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Excisions and Flabs
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Cryotherapy (freezing) of skin lesions
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Pap smears
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Implanon Insertion & removal
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Breast examination
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Prostate examination
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Blood pressure
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Health Screenings
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All Medical Aesthetics
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All Occupational Medicine related issues
Payment for all medicals, procedures, vaccinations, tests and other procedures performed at our clinic is required on the day.
We have Easyclaim facilities available which allow you to pay and claim the Medicare rebate while at the clinic.
When making an appointment, please inquire with the receptionist as to the fees payable.
# We encourage patients to register their bank account details with Medicare to allow for prompt reimbursement of the Medicare rebate to the nominated bank account.
Missed Appointments & Cancellation Policy
We understand that unplanned issues can come up and you may need to cancel your appointment. If this happens, we respectfully ask that you call during office hours or email if outside office hours in advance or within 2 hours of your booking to cancel or re-schedule your appointment. This is to avoid and penalty charged.
Our staff want to be available for the health needs of all our patients. When you do not attend a scheduled appointment, another patient loses an opportunity to be seen.
If you fail to attend your scheduled appointment without cancellation, you will incur a cancellation fee of $80. This failure to attend fee is not rebatable by Medicare.
Updating Your Personal Information
It is important that we are able to contact you. If your personal details change, please contact reception on (03) 91257070 to update these details or email us at clinicalteam@nugenclinic.com.au . This include things such as change of name, change of home/postal address, mobile number, home/work number, Medicare card number or a person to contact in case of an emergency.
My Health Record
nuGEN is My Health Record enabled.
My Health Record is a secure online summary of your key health information. This means your important health information is available when and where it’s needed, including in an emergency. When you have a My Health Record, your health information can be viewed securely online, from anywhere, at any time – even if you move or travel interstate. You can access your health information from any computer or device that’s connected to the internet. Whether you’re visiting a GP for a check-up, or in an emergency room following an accident and are unable to talk, healthcare providers involved in your care can also access important health information, such as:
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allergies
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medicines you are taking
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a list of your medical conditions
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pathology and diagnostic imaging test reports
This can help you get the right treatment. You don’t need to be sick to benefit from having a My Health Record. It’s a convenient way to record and track your health information over time.
Home Visits
Some of our GPs can offer home visits within normal opening hours if you are too ill to attend the medical centre and where it is safe and reasonable to do so. This service is only available for our regular patients who live within a 5 km radius of the medical centre. All in-hours home visits requests will only be booked at the discretion of the doctor, whose decision will be final.
After Hours Care
GMCSC provides out-of-hours care onsite till 10pm.
After 10pm, our services are provided via National Home Doctor Service.
Please call 13 SICK (13 7425) or visit the National Home Doctor Service website for services and fees.
All medical notes relating to a visit from National Home Doctor Service is downloaded electronically directly into your medical history. If your matter is urgent, please present to your local hospital emergency department or call emergency TRIPLE ZERO (000) for an ambulance.
Scripts & Referrals
The policy of the medical centre is that all prescription medication (scripts including repeat scripts), pathology results and specialist referral letters (new or renewal) require an appointment with your doctor.
If you are a Medicare or DVA card holder, Electronic Prescriptions are now available.
GMCSC is now participating in SafeScript. We do not prescribe Schedule 4 and Schedule 8 (Controlled Drug) pain prescription medications and other Drugs of Dependence to new patients.
Vaccines & Immunisations
Download and read the Pre-immunisation Checklist before your vaccination.
Infants, children, adolescents, adults and special risk groups are eligible to receive some vaccines for free under the National Immunisation Program (NIP). The Victorian Department of Health also funds the provision of some vaccines that are not included on the NIP. Some groups of people can receive free routine and catch-up vaccines following a clinical assessment made by an immunisation provider based on the individual risk for the person.
Travel vaccinations attract an additional private charge and the cost may be claimable by your Private Health Insurance. Please make enquiry to your Private Health Insurance directly.
Communication
Our doctors may be contacted during normal consultation hours.
If the doctor is with a patient, a message will be taken. Your call will always be put through to a doctor in the event of an emergency.
Communication via email is kept to a minimum and is conducted with appropriate regard to health information privacy and confidentiality. Our doctors will determine that this is clinically safe and that a face-to-face consultation is not necessary.
INTERPRETER SERVICES
Translating and Interpreting Service (TIS)
For patients who speak languages other than English and require the services of an Interpreter
Phone 131 450
NATIONAL RELAY SERVICE
For Patients with hearing/communication impairment, please contact 133 677.
Your Privacy, Our Concern
In accordance with the Privacy Act (1988), (Privacy Act), nuGEN is committed to maintaining the confidentiality of your personal health information. It is the Practice Policy to maintain the security of patient health information at all times and ensure that this information is only available to authorised members of staff. All information collected in this practice is treated as “sensitive information”. To protect your privacy, this practice operates strictly in accordance with the Privacy Act and the Australian Privacy Principles. If you have any questions about how we handle your personal health information or need to arrange access to your medical records, please ask the Practice Manager or your Doctor, as appropriate.
Quality Improvement (QI) Activities
This medical centre engages in quality improvement activities in several ways, and we update our practice policy and procedures in line with the guidelines provided by professional organisations and from suggestions provided by patients. In particular, we seek and respond to patient feedback on their experience of the practice to support quality improvement activities. We have a suggestion box in our waiting room for patients to confidentially provide feedback. Our patients are encouraged to provide their doctor and our reception staff face to face feedback during their visit. We also uses anonymous paper based patient questionnaires on occasion in order to get patient feedback. As a result of the input from patient feedback, the practice will be able to institute changes that would improve the service we provide to patients.
Patient Feedback & Complaints
Your satisfaction is important to us. If you feel you have an idea of areas where we can improve, please complete our patient feedback form and place it in the suggestion box which is located at reception.
If you have a complaint, we encourage your to first discuss this with your Doctor or our Practice Manager.
Complaints can be emailed to the practice manager at clinicalteam@nugenclinic.com.au
or posted to:
The Practice Manager
nuGEN MEDICAL & AESTHETICS
Ground Floor, 252-254 Bay St
Port Melbourne 3207
OR
Office of Australian Information Commissioner (OAIC):
P: 1300 363 992 | E: enquiries@oaic.gov.au
Generally, the OAIC will require you to give them time to respond before they will investigate.
More information can be found on their website: www.oaic.gov.au.
OR
Health Complaints Commissioner
Level 26, 570 Bourke Street | Melbourne | 3000
P: 1300 582 113 | W: https://hcc.vic.gov.au/make-complaint