Home Visits

Our practice can provide home visits. When attendance at the surgery may be physically impossible, a Home Visit may be organised at the doctor’s discretion to known patients, within our normal operating hours. Please discuss this with our reception staff.

Appointments/Walk ins

We prefer patients to make appointments wherever possible.  Patients with appointments will be given priority over casual callers.

In cases of emergency or urgent medical care, patients will be seen immediately.

Should you require more time with your Doctor, please inform the receptionist to make a long appointment.

In the case of an acute illness, particularly a child, please let the receptionist know.

Telehealth Appointments

We have telephone and video appointments available. These appointments attract the same fees as our in person consultations. Due to Medicare restrictions, telehealth appointments are only available to patients who have been to our clinic for an in person appointment, in the past 12 months.

Telehealth appointments are not available to new patients.

Communication with Doctors

With the exception of emergencies, we cannot interrupt our doctors during consultations. However, if you have a query that our receptionist or nurse is unable to help you with, a message can be left for the doctors. Alternatively, an appointment can be scheduled.

Emails and SMS messages of a clinical nature, will not be accepted by Practitioners of this practice.

Prescriptions, Medical Certificates & Referrals

For all medical certificates, referrals and new or repeat prescriptions, an appointment is required.

Recall & Reminder System

As Ferngate Medical is commited to providing excellent care, we will ask that you be included in our recall system so that you can be informed when your results are ready and also when screening and checks are due.

Results

Due to confidentiality contraints and the need to deliver comprehensive care, we ask that patients make an appointment for their results. This can be in person or via telephone.

Parking

There is parking available in the front and rear of the practice and in the streets.

Disabled access is in the back carpark of the practice.

Feedback/Complaints

If you have a complaint we would like to hear about it.  Please feel free to talk to your doctor or our Practice Manager or you may wish to put your concerns in writing.

We take your suggestions, concerns and complaints very seriously.  However, if you feel the need to take the matter further and discuss your issues outside the surgery please contact:

Health Complaints Commissioner

Level 26, 570 Burke St, Melbourne 3000

Ph: 1300 582 113  Fax: (03) 9032 3111

Email: hcc@hcc.vic.gov.au