Patient Information

Opening Hours

Monday to Friday: 8am – 6pm
Saturday: 9am – 12pm
Sunday & Public Holidays: Closed

Fee Schedule

Victoria Harbour Medical Centre is a private billing medical centre.

  • No Medicare: Full fee applies.
  • Medicare card holder: Co-payment fee applies.
  • Department of Veterans’ Affairs (DVA) Gold Card holder: Bulk billed and no payment required for your consultation.  

Our consultations are charged depending on a number of factors including length, the complexities of the problem(s) and the issues involved. The AMA fee structure forms the basis of our billing policy and this is displayed in the reception area of our medical centre.

All fees are current as of 1st October 2020

General Consultations (In-Person / Face-to-Face):

Monday to Friday: 8am – 6pmFeeMedicare rebateCo-Payment – Out of pocket fee (GAP)
Level B: Standard (up to 15 minutes)$92.00$38.75$52.35
Level C: Long (up to 20 – 30 minutes)$155.00$75.05$79.95
Level D: Extended (up to 40 minutes)$200.00$110.50$89.50
Saturday: 9am – 12pmFeeMedicare rebateCo-Payment – Out of pocket fee (GAP)
Level B: Standard (up to 15 minutes)$100.00$38.75$61.25
Level C: Long (up to 20 – 30 minutes)$160.00$75.05$84.95
Level D: Extended (up to 40 minutes)$200.00$110.50$89.50
Telehealth Consultations:

Temporary Medicare MBS Telehealth consultation item numbers have been introduced in response to the COVID-19 pandemic.  This service has been extended to 31 March 2021.  Telehealth consultations will help regular patients of this medical centre to access non-urgent but essential healthcare from your home.  This will support social (physical) distancing, quarantine and self-isolation policies to reduce your risk of COVID-19 exposure and spread.  Refer to this MBS Telehealth Fact Sheet or the RACGP Fact Sheet for more information.
 
Consultation via Telehealth will only be provided where it is safe and clinically appropriate to do so.  Contact the medical centre to book your Telehealth consultation. Please note your call will be triaged by reception.  Telehealth is not to be used for emergencies.  For urgent medical care always call Emergency 000 (Triple Zero) for Ambulance Victoria.

Telehealth Phone Consultation

Fee

Medicare rebate (85%)

Co-Payment – Out of pocket fee (GAP)

No Medicare (Private)

Level B (≤ 15 minutes)

$70.00

No Medicare (Private)

Level C (20 – 30 minutes)

$105.00

Medicare Card Holder

Level B (≤ 15 minutes)

$70.00

$38.75

$31.25

Medicare Card Holder

Level C (20 – 30 minutes)

$105.00

$75.05

$29.95

Medicare Card Holder

Level D (≥ 40 minutes)

$170.00

$110.50

$59.50

Medicare Card Holder

Mental Health Care Plan

(≤ 20 minutes)

$125.00

$93.90

$31.10

Medicare Card Holder

Mental Health Care Plan

(≥ 40 minutes)

$200.00

$138.30

$61.70

Medicare Card Holder

Review of Mental Health Care Plan

$105.00

$73.95

$31.05

Medicare Card Holder

Chronic Disease Management Plan

Bulk Billed

Bulk Billed

Bulk Billed

Temporary primary care Bulk Billing MBS Telehealth incentive services as defined by the Department of Health under the Coronavirus (COVID-19) National Health Plan will cease on 1st October 2020.  This means that there will now be a co-payment (out of pocket) fee for all Telehealth services.  If you experiencing financial hardship due to the current COVID-19 pandemic then please discuss this with your doctor.

Telehealth payment will be processed by our reception team at the end of your Telehealth phone consultation.  We accept EFT (direct debit) and credit card payment (VISA, Mastercard or AMEX).  If you are eligible for a Medicare rebate then this will be processed by Easyclaim.

Medicare Better Access Mental Health Care Consultations (In-Person / Face-to-Face):

Mental Health MBS Item Number for Medicare card holdersFeeMedicare rebateCo-Payment – Out of pocket fee (GAP)
2712
Review Mental Health Care Plan
$150.00$73.95$76.05
2713
Mental Health Issue Consultation
$140.00$73.95$66.05
2715
Mental Health Care Plan New (≤ 20 minutes)
$170.00$93.90$76.10
2717
Mental Health Care Plan New (≥ 40 minutes)
$215.00$138.30$76.70

Payment

We accept payment by Cash, EFT, EFTPOS, VISA, Mastercard or AMEX only.

During the COVID-19 pandemic contactless payment (no cash) will only be accepted.

Payment is required at the time of consultation otherwise an additional $10 accounting fee may be charged to your account. If you are in a position of financial hardship, please discuss this with your doctor.

Medicare rebates are available for most medical services and can be forwarded to you at the time of consultation by Easyclaim after payment of your account.

On-Line Appointments

For registered patients our medical centre offers on-line appointments. This service is available via our website and mobile phone app.

Online appointments are for a standard (15 minute) consultation subject to availability. If a longer consultation with our doctor is required, please call us on (03) 9629 1414 to make an appointment.

If your matter is urgent, please present to your local hospital emergency department or call Emergency 000 (Triple Zero).

SMS Appointment Reminders

Our practice software sends out automatic SMS text reminder messages to patient’s mobile phones 24 hours prior to a scheduled appointment. If you do not want to be part of this system, please advise reception.

Reminders

The practice is committed to preventative care. We ask your permission for you to be included in our reminder system. As part of our reminder system, you will receive an SMS via HealthEngine or Best Practice for reminders such as; cervical screening tests, immunisations, blood pressure checks,skin cancer checks and health assessments if they are recommended by your doctor.  If you wish to not be a part of this system, please advise the doctor or receptionist.

Missed Appointments & Cancellation Policy

We understand that unplanned issues can come up and you may need to cancel an appointment. If that happens, we respectfully ask for scheduled appointments where applicable to be cancelled at least 24 hours in advanced or appointments made on the day at least 2 hours’ notice.

Our doctors and allied health professionals want to be available for your needs and the needs of all our patients. When a patient does not show for a scheduled appointment, another patient loses an opportunity to be seen.

If you fail to attend for a booked appointment within an hour of your scheduled appointment, you may incur a cancellation fee of $40. This fee is not rebatable by Medicare.

Updating Your Records

It is important that we are able to contact you. This includes a change of address, work, home or mobile number, Medicare number, a person to contact in case of an emergency, or a change of name. Please contact the practice on 9629 1414 to update these details.

Home Visits

Victoria Harbour Medical Centre can offer urgent home visits within normal opening hours if a patient is too ill to attend and where it is safe and reasonable. The patient must be a regular patient of the practice and live within a 5 km radius of the medical centre. All in-hours home visits will only be booked at the discretion of the doctor, whose decision will be final.

After Hours

Victoria Harbour Medical Centre provides out-of-hours care 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).

Epworth Richmond (Private)
89 Bridge Road, Richmond, 3121
Phone: (03) 9426 6666

Cabrini Hospital (Private)
181-183 Wattletree Road, Malvern, 3144
Phone: (03) 9508 1500

St Vincent’s Hospital
41 Victoria Parade, Fitzroy, 3065
Phone: (03) 9288 2211

The Royal Melbourne Hospital
Grattan Street (corner of Royal Parade), Parkville, 3052
Phone: (03) 9342 7000

The Royal Women’s Hospital
Cnr of Grattan Street and Flemington Road, Parkville, 3052
Australia Phone: (03) 8345 2000

The Royal Children’s Hospital
50 Flemington Road, Parkville, 3052
Phone: (03) 9345 5522

Scripts & Referrals

The policy of the medical centre is that all prescription medication (scripts including repeat scripts) and specialist referral letters (new or renewal) require an appointment with your doctor.

Vaccines & Immunisations

Currently all childhood vaccinations and immunisations are free if you are a Medicare card holder and have met the criteria set by the Department of Health. 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.

Minor Procedures

The cost of minor procedures varies on the type of procedure and its complexity. Please ensure you enquire about any cost prior to the procedure.

Telephone & Electronic 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.

Where to Find Us

Victoria Harbour Medical Centre is located at the base of the Aurecon Centre at 850 Collins Street, Docklands. Our entrance is on Merchant Street. We can be easily found along the major Merchant Street retail precinct between  Victoria Harbour Pharmacy and Woolworths.

Car parking

There is ample metered street parking on Merchant Street, Bourke Street and Collins Street.

CarePark is available opposite the medical centre at 55 Merchant Street, Docklands.

Wilson Car Parking is also available at 700 Collins Street, 800 Bourke Street and 818 Bourke Street, Docklands.

Public Transport

We are easily accessible via public transport.  Our medical centre is approximately a 13 minute walk from Southern Cross Station.  Take free zone tram routes 11 and 48 along Collins Street to Stop D17 (Collins Landing) or tram routes 3570 or 75 to Stop D3 (Bourke Street/Harbour Esplanade) or Stop D4 (Docklands Park/Harbour Esplanade) and we are only a short walk to Merchant Street.

Please open to view Google Maps.

Patient Feedback

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, please discuss this with your Doctor or our Practice Manager. If your complaint is not resolved you can take the matter to the Health Complaints Commissioner.

Health Complaints Commissioner
Complaints and Information
Toll Free: 1300 582 113
E-mail: hcc@hcc.vic.gov.au

or write to:

Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne, Victoria, 3000
Australia

Your Privacy, Our Concern

In accordance with the Privacy Act (1988) (Privacy Act) Victoria Harbour Medical Centre 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 Activities

The practice 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 the practice seeks and responds 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. The practice also uses anonymous paper based patient questionnaires on occasion in order to get patient feedback. Patients are also encouraged to provide their doctor and our reception staff face to face feedback during their visit.

As a result of the input from patient feedback, the practice has instituted several changes that have improved the service we provide to patients including:

  • Expanding clinical services offered at the clinic including IUDs (Mirena/Copper) and Iron Infusions
  • Receptionist will advise you how long your approximate wait time will be. You can also download the HealthEngine app which will SMS you when you are next in queue (only for HealthEngine users)
  • Online bookings on our website and via HealthEngine for new patients and existing patients of the practice
  • Victoria Harbour Medical Centre app on which online appointments can be made
  • SMS notifications and confirmations of appointment for patients who have given consent for SMS messaging
  • SMS recalls and reminders for patients who have given consent for SMS messaging via HealthEngine or our clinical software Best Practice