Patient Information2020-08-14T13:01:42+10:00

Patient Information

Book an appointment

 A list of FAQ and important information.

The Doctors may take phone calls relating to you and your family’s health.  If however, they are in consult with a Patient when you call, the Doctor may need to call you back.

Grandview Family Clinic is a private mixed billing clinic. If your GP privately bills, payment for the consultation is expected on the day. We can submit your paid account online to Medicare for claiming and refund.

Bulk Billing is available at our clinics for Patients with Pension Cards, Health Care Cards, Veterans Affairs Cards and Children 15 years of age and under, during normal consulting hours.

Please advise reception at time of booking if you meet the bulk billing criteria and require an appointment with a bulk billing doctor.

Private Patients will pay an out of pocket fee beyond the Medicare refund; this varies according to the complexity of service and procedure.

An After Hours Clinic operates Monday-Friday 9-5pm at Cowes Medical Centre with all Medicare holders to be bulk billed at time of consultation.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

New Patients Welcome.

Please arrive 15 minutes before your appointment time to fill in both the New Patient Registration Form and your Patient Medical History form. This will assist our Reception team to prepare your file for your GP visit.

For your convenience, download these forms prior to your visit, complete and hand to the Reception team upon arrival.

When registering please let our team know if you have identity specifics to be noted. This includes, but is not limited to:

Aboriginal and Torres Strait Island patients and/or Culturally and linguistically diverse patients.

Consultations at the Grandview Family Clinic are by appointment. A standard appointment is 10 to 15 minutes. Every effort is made to provide an appointment with the Doctor of your choice; however, for urgent matters this may not be possible. We try to keep as closely as possible to the appointed times, however if we are unable to do this, staff will inform you of any expected delays.

If you feel you need to see the Doctor for a complex medical issue, or have more than one problem, please inform reception when booking your appointment so that a longer appointment can be made.

Please ensure your telephone number and address is correct and up to date.

If you fail to attend your appointment, please be aware that a non-attendance fee may be charged

In the event of an emergency, please call 000 for an ambulance.

To speak with a doctor after hours if you have an urgent matter, please call the clinic (03) 5951 1860.

Nurse on Call – 1300 60 60 24
Call “Nurse on Call” if you would like some telephone advice.

Emergency – 000
Call 000 for a serious or life threatening emergency

The closest Emergency Department is:
Bass Coast Regional Health / Wonthaggi Hospital
Graham Street
Wonthaggi Vic 3995
Phone: (03) 5671 3333

We encourage patients to come to the clinic for a consultation so their Doctor can deliver optimal care with full access to clinical facilities and equipment.

Regular patients who are unable to attend the clinic will be referred to their usual doctor who will assess the home visit request and make appropriate arrangements for the patient.

Come prepared with…

  • A clear idea of what you wish to discuss with the Doctor.
  • A list of all the medications you are taking, including prescriptions, non-prescriptions and herbal medicines.
  • Check the number of repeat scripts you still have so these can be updated if necessary.
  • If it is your first time with this doctor be prepared to give a family history.
  • If you think you need more than 10-15 minutes with your doctor, please book a Long appointment with the reception.
  • If you wish to discuss several separate issues, please consider making a separate appointment for each issue.
  • Ask the doctor to write down any specific directions about which you may be unsure.
  • At the end of the consultation, be clear whether a follow up appointment is required.
  • Minor surgical procedures require a double appointment with both the Nurse and the Doctor, please be sure to make both appointments.

Grandview Grove, Cowes.

Car parking facilities are available outside all of our clinics, including parking spaces for patients with disabilities.

Usually your doctor will ask you to return once the investigation results or report from your specialist has been received to discuss the results and any further management. It would be wise to check with you doctor if you need to make another appointment before your consultation finishes.

If your doctor wishes to see you once results or a report have been received, a recall letter is sent to ask you to make an appointment; if you have already made an appointment please ring the surgery to confirm that you will be attending at that time. In the instance where your doctor needs to see you more urgently, you will be contacted by telephone.

Where you are referred to further tests you may incur some out of pocket expenses – so you are advised to ring the provider of these services so you will know exactly how much this will be.

All clinics now have facilities for Video Conferencing between, you, your doctor and specialist. This service supports our patients living in our rural region and for patients not always needing to travel to metropolitan and other rural distances to see a specialist. Please consult with your Doctor or Specialist to see if you can access this service.

Be sure to securely store your referrals or prescriptions as there is a cost for the Doctor to re-print these.

Doctors will not be available to take calls whilst consulting. Urgent matters can be passed onto your Doctor via the reception team at the best convenient time to the Doctor.

Doctors expect to return patient calls when he/she is available to do so.

If an interpreter is required, the Translating and Interpreting Service (TIS National) can be contacted on 131 450.

Hearing impaired patients can contact Grandview Family Clinic
Option 1: TTY – 1800 555 630
Option 2: Use National Relay Services (NRS) via website or instant messaging services (Skype and MSN) to enter (03) 5951 1800 to make a call.

For your convenience we provide an automated SMS reminder system via text message one day before your appointment. If you do not wish to be notified, please advise the reception team.

As an as an accredited medical clinic, Grandview Family Clinic respect that your record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times, ensuring that this information is only available to authorised persons involved in patient care.

The “personal information” we collect may include your name, date of birth, address/es, contact details, ethnicity, Medicare number and next of kin details. It is clinic policy that on a regular basis patients will be required to confirm their details are up to date. Your assistance in keeping your file accurate, complete and well-organised are very much appreciated.

At any time, our reception team are happy to assist you in obtaining a copy of your medical records from another Medical Centre. Please ask for a Medical History Transfer Form.

For more information on our privacy policy please click here

Your feedback is important to us. We appreciate the opportunity to acknowledge great service and to improve any area of concern.
As part of our Quality Improvement process we have a Patient Complaint and Feedback procedure.

If you are a patient at this clinic and wish to discuss any concerns, we encourage you to contact the Clinic Manager to commence this process.

We take your concerns, suggestions and complaints seriously. However, if you feel we have not handled your complaint in an appropriate manner and wish someone to mediate on your behalf, you can contact:

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

Phone: 1300 582 113

MAACG Medical Group Pty Ltd have a comprehensive Social Media Policy. The following is an extract from that policy.

All company employees and contractors must obtain the relevant approval from the social media responsible officer prior to posting any public representation of the company on social media websites. The company reserves the right to remove any content at its own discretion.

Any social media must be monitored in accordance with the company’s current policies on the use of internet, email and computers.

The company has appointed an employee as social media responsible officer to manage and monitor the company’s social media accounts. All posts on the company’s social media website must be approved by this employee.

The company complies with AHPRA national law and takes reasonable steps to remove testimonials that advertise the health services, which may include comments about the practitioners themselves. The company is not responsible for removing, or trying to have removed, unsolicited testimonials published on a website or in social media over which they do not have control.

Social media posts by employees or contractors on their personal social media platforms should:

  1. Include the following disclaimer example in a reasonably prominent place if you identify yourself as a company employee on any posting: ‘The views expressed in this post are mine and do not reflect the views of the clinic/company/committees/boards that I am a member of’.
  2. Respect copyright, privacy, fair use, financial disclosure and other applicable laws when publishing on social media platforms.

To obtain a copy of the full Social Media Policy please contact the Clinic Manager.

View our Privacy Policy by clicking here


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