Frequently Asked Questions

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Main Street Medical runs an appointment system for your convenience, but we do keep times aside to fit in issues requiring urgent attention. You can make an appointment by telephoning reception on 03 9739 3837 or logging onto HealthEngine. Please inform our receptionists of any unusual time constraints or if you require a longer appointment.

We try to minimise waiting times, but delays are sometimes unavoidable – this is because some consultations take longer than expected and emergencies do arise. If you wish, you can phone the clinic prior to your consultation to check on waiting times. Appointments are made at 10 minute intervals and standard consultations run for 10 to 20 minutes. If you think you will require a longer consultation, please arrange this at the time you make your appointment.

In the event you need medical advice when the clinic is closed, call Nurse on Call 1300 60 60 24 for the cost of a local call from anywhere in Victoria for health advice 24 hours a day, 7 days a week.

REMEMBER – in an EMERGENCY always call ‘000’ to get an Ambulance OR go to the nearest Emergency Department at a Hospital.

We urge you to always cancel your appointment if you are unable to attend via the following options:

  • Call reception on 03 9739 3837
  • Appointments booked online via HealthEngine can be cancelled via HealthEngine
  • Visit the practice in person

Unfortunately, each month we have many hours of wasted clinical time due to non-attendance. We understand that appointments can be overlooked at times, however missed appointments could have been offered to other patients who needed them.

Our Fail To Arrive (FTA) Policy states that after multiple FTA during a period of 12 months, we may charge additional fees before a patient is seen. We have been monitoring non-attendances over the past few months and unfortunately have noticed a gradual increase, hence we will be implementing our FTA Policy more stringently.

All psychology appointments with Dr Wendy Schaffer will incur a fee of $45 for late cancellation (less than 24 hours prior to appointment time) or non-attendance.

Thank you for your cooperation and understanding.

Main Street Medical offers bulk-billed general consultations for all patients with a Medicare card.

Patients who don’t have a Medicare card are unable to be bulk-billed (this includes newborn babies). All patients without a Medicare card will be charged the full Medicare rebate, which is payable at the end of the consultation. This rebate may be claimed in full, by visiting Medicare upon receipt of the your Medicare card. For all patients who are unable to register with Medicare a private fee, payable at the end of your consultation will be charged.

Please be aware that some services may incur out-of-pocket fees. For more information on billing and fees, please contact reception on 03 9739 3837 or speak with your doctor.

Your medical record is a confidential document and we value your privacy. It is the policy of this practice to maintain the security of personal health information at all times to ensure information is only available to authorised staff members. The practice complies with the Health Records Act (Victoria 2001), the Privacy Act (Commonwealth 1988) and the Health Services (Conciliation and Review) Act 1995.

This medical clinic has visiting medical students and or new doctors to the clinic on occasion. They will sit in on consultations for educational and training purposes. Patients will be advised when this occurs and be given the choice as to whether the student will be allowed to observe and/or have access to their health records.

In the interest of continual improvement, Main Street Medical would appreciate any feedback in relation to the clinic, our team and the services we offer.

Complaints

We take complaints very seriously at Main Street Medical. By contacting the clinic via phone or email, be assured that your complaint will be handled thoroughly by the practice manager and the directors will also be notified. In return, we will notify you of the outcome of your complaint and options of resolution.

Compliments

At Main Street Medical, we appreciate all forms of feedback and compliments are always appreciated. Please contact us via phone or email with any feedback you may have.