High St Medical, Broadford

Practice Information Sheet

Opening Hours 

For patients visiting the Clinic

Mondays, Tuesdays, Thursdays 9:00am to 5:00pm

Wednesdays, Fridays Closed

Saturday and Sunday Closed

Public Holidays Closed

For Aged Care Facility Onsite Visits

Monday, Wednesday, Friday 9:00am to 5:00pm

Saturday and Sunday Closed

Public Holidays Closed

New Patients 

New patients are asked to complete our New Patient Registration and Transfer of Medical Records Consent Form prior to their first visit by the doctors. This ensures the treating doctor has all the information required to understand the patient’s medical history when they meet them for the first time.

Appointments

For patients visiting the Clinic

Appointments are required for attendance at the clinic. You can make an appointment by calling our friendly reception team at the clinic rooms on 03 5784 1030.

Walk-ins are welcome, triaged by our onsite nurse.

Home visits or visits on site at residential aged care facilities are available. Please speak with our friendly reception team for details.

If you require a long consultation, telehealth appointment or have a specific requirement for your consultation, please request this when making your appointment. 

For Aged Care Facility Onsite Visits

The doctors schedule routine visits to each of the RACFs they visit. All patients needing a review as determined by the doctor or by facility staff will be reviewed. In addition, loved ones of our patients can contact our Admin team to request the treating doctor contacts them to discuss their loved one’s care. This is limited to the Next Of Kin and/or Medical Treatment Decision Maker if in place.

If there is a medical issue or a notifiable situation in between the scheduled visits, the RACF staff can use our triage notification system through our website at www.agedcaregp.com/book-now. One of our nurses will triage the situation and the GP will be notified.

Telehealth consultations are available for triaged, urgent cases on the day, as well as pre-organised regular visit rounds.

Emergencies

If you or your loved one is suffering a life-threatening emergency, please telephone 000 immediately to seek ambulance and hospital treatment.

Reminder System

For our Clinic patients

For our community patients, we are able to offer you preventative health services appropriate to your care. If you do not wish to be part of this reminder system, please let your doctor know.

For our Aged Care residents

We are committed to preventative care and we have an electronic system that provides reminders to the doctors about when your loved one is due for routine assessments like care plan reviews, medication reviews and the annual comprehensive medical assessment. 

Results Policy

For our Clinic patients

In the interests of best practice and privacy, and unless otherwise stated, an appointment is required to discuss results of any investigations/tests performed. This appointment should be scheduled 1 week after any investigations/tests have been performed unless otherwise informed by your doctor.

It is your responsibility to book this follow up appointment at the clinic rooms to get your results.

For our Aged Care residents

The results will be discussed at your next weekly scheduled visit unless urgent/clinically significant where the doctor will contact you and the facility staff without delay.

After-Hours Coverage

For our Clinic patients

• Please contact the National Home Doctor Service on 13SICK. They provide a telehealth service for our clinic patients when the clinic is closed. 

• Also available is the Virtual ED Service rn by Northern Hospital at www.vved.org.au/

• For face to face consult and treatment outside our opening hours, patients are directed to attend Kilmore District Hospital at 1 Anderson Road, Kilmore. Their contact number is 03 5734 2000

• ALWAYS PHONE 000 IN AN EMERGENCY.

For our Aged Care residents

• We work together with National Home Doctor Service to provide an after-hours service for our patients. The RACF staff have access to these details if they need to use these services. Reports from the locum service provider are sent to the patient’s usual GP. 

• Also available is the newly set up Northern Hospital 24 hour ED Telehealth service.

• If urgent medical attention is required after hours, RACF staff follow their procedures for calling an ambulance.

• ALWAYS PHONE 000 IN AN EMERGENCY.

The Doctors available at Clinic Rooms

Dr Janis Baker - available on Mondays

Dr Sudarshani Subasinghe - available on Mondays, Tuesdays and Thursdays

Translation services

If a patient requires translation services, our admin team will arrange for an interpreter to be available for their routine visit. This service is free to access for patients with a valid Medicare Card through the Translating and Interpreting Service. Catering to over 200 languages, this free service is available 24 hours a day via telephone on 131 450. Click here to visit their website for more information. 

Additionally, for our aged care residents,  we often find there is a nurse at the facility who can speak the patient’s native language and can often assist during our visits. 

Services Available

• General Medicine

• Women’s Health

• Children’s Health

• Immunisations

Fees

Consultation and routine visits

The doctors set their own fees. Often consultations and routine visits are bulk billed for all those with access to Medicare including Pensioners, Healthcare card holders and Veterans' Affairs patients. For patients without access to Medicare benefits, the doctors charge a private fee equivalent to the bulk billing rate that would be charged for that visit. A receipt can be provided upon request.

Non Medicare Billable Work

From time to time, patients or their loved ones may request that the treating doctor provides documentation for which payment is not covered by Medicare. Examples of these requests include a medical report, a certificate of capacity or a report for VCAT or lawyers. For these requests, the treating doctor will advise our Admin team who will get in touch with you to explain the fee involved and help you arrange payment to ensure the request is not delayed.

Parking at the Clinic

There is free, on street parking available at the front of the clinic. Disabled parking is also available directly outside the building.

Privacy and Confidentiality

We comply with the Australian Government legislation, ensuring that the privacy of our patients is maintained. A copy of our privacy policy is available here via our website, or you can ask our Admin team to send you a copy. Further information is also available from the Office of the Australian Information Commissioner on 1300 363 992.

Communications Policy

In line with our privacy policy, our practice will only engage in communication via telephone, SMS message, in person and fax. We are not able to guarantee the security of emails, sent or received and as a result we are not able to engage in email communications. 

Receiving and returning telephonic communications

Our team ensures that three identifiers are used at the beginning of each call to clearly and correctly identify the patient the caller is referring to. Our team also asks for the caller to identify themselves and crosschecks the information against the patient’s file. If the caller is not registered in our system as an authorised representative of the patient, we kindly inform the caller that we are unable to provide any information or forward any message to the doctor. 

We redirect the caller to go through the authorised representative of the patient (being careful not to disclose who that is) or the patient themselves if they are competent (for our Aged Care patients). When we are returning telephonic communications, we use the same principles as above, being careful to correctly identify the person we are speaking with before discussing any information with them. 

A copy of our full communications policy including how you are able to access your health information is available here via our website, or you can ask our Admin team to send you a copy.

Feedback, Complaints and Compliments

It is important to us that we continually improve the way we deliver our services and we welcome feedback as an essential part of our continual improvement process.

If you have feedback, a complaint or compliment, you can speak to your treating doctor, our Admin Team Leader or ask to speak to our Operations Manager. If you are unhappy about a health service provided, please always try speaking with their treating doctor as a matter of priority. 

We will always endeavour to resolve any complaints directly but where a matter cannot be resolved, the Health Services Commissioner can be contacted on 1300 582 113 for advice.

Contacting Us

For High St Medical, Broadford

Phone (03) 5784 1030 (clinic rooms)

Fax (03) 9966 9941

Email reception@highstmedicalbroadford.com.au

Address: 81 High Street, Broadford, VIC 3658

For Aged Care Facility Onsite Visits

Phone (03) 9338 5657 (head office)

Fax (03) 8679 4480

Email reception@agedcaregp.com

Head office address: Suite 104, 189 South Centre Road, Tullamarine, VIC 3041