Patient Information

Patient Communication Policy

Montier Health Langwarrin operates a structured administrative system to support the provision of healthcare services by independent medical practitioners consulting at the clinic.

A three-point patient identification process may be applied where required to support accurate and secure handling of patient information.

Consent is obtained prior to sending non-clinical communications via SMS, fax or email. Where a patient initiates communication by email, implied consent for email correspondence is assumed; however, confidential or sensitive clinical information is not transmitted via email.

Administrative staff are not clinically qualified and are not able to provide medical advice, interpret results, issue referrals, or provide repeat prescriptions. All clinical matters must be discussed with a treating practitioner during a booked consultation.

Appointments are arranged via telephone or online booking systems. For online bookings, our platform redirects to a third-party website, HotDoc. Information on their privacy policy can be found here.

Fees and Bulk Billing

This is a mixed billing practice. Fees are determined solely by the individual medical practitioners consulting at this clinic.

Consultation fees may vary depending on the practitioner, consultation type, and clinical complexity. Medicare rebates are available for eligible services in accordance with applicable legislation.

Bulk billing or reduced fees may be offered at the discretion of the treating practitioner, including for eligible concession card holders and children aged 15 years and under.

Patients experiencing financial difficulty are encouraged to raise this with reception staff prior to consultation so that appropriate arrangements may be discussed with the treating practitioner.

Payment is required at the time of consultation. Where applicable, Medicare rebates may be processed on behalf of the treating practitioner.

The doctors consulting at Montier Health are independent practitioners who operate their own medical practices. They are not employees of Montier Health and are responsible for the medical care and services they provide to their patients, including billing and clinical decisions.

Privacy Policy

Montier Health Langwarrin provides administrative and facility services to independent medical practitioners and is committed to supporting the secure handling of personal information.

Personal information is collected, used, stored and disclosed by or on behalf of treating practitioners in accordance with applicable Australian privacy legislation and for the purpose of providing healthcare services.

Access to patient records is restricted to treating practitioners and authorised administrative or clinical support staff acting in support of those practitioners.

Accessing your Records

All clinical results, reports and medical information must be discussed with the treating practitioner during a booked consultation.

Administrative staff are not authorised to provide clinical interpretation or medical advice.

Appointments may be booked via telephone, online booking systems, or in person. Telehealth consultations may be offered where clinically appropriate and at the discretion of the treating practitioner.

Patients are responsible for ensuring their contact details are current to facilitate communication of clinical information by the clinic.

My Health Record

What is a My Health Record’?

A My Health Record is an online summary of your key health information. This may include information from your GP, Specialist, Hospital or Pharmacy. Use of the My Health Record, attempts to improve the flow of patient health information between GP’s and specialists.

Treating practitioners may upload relevant clinical information to My Health Record unless you have opted out.

Interpreter Services

If you require interpreter services, or need to use other forms of communication, consider using services such as:

• The National Relay Service (NRS) for patients who are deaf www.accesshub.gov.au.

• The Translation and Interpreter Service (TIS National) for patients from a non-English speaking background www.tisnational.gov.au

• Requesting reception to assist with documentation for patients with low literacy levels.

Patient Feedback

Feedback is welcomed and forms part of the clinic’s quality improvement processes.

Feedback may be provided to reception or clinical staff via email or telephone. You may also provide anonymous feedback via our feedback form.

Formal complaints may also be directed to external bodies including the Office of the Health Ombudsman or other relevant regulatory authorities.

After-Hours Care

For after-hours home care, please phone the National Home Doctors Service on 13sick (137425). . If it is an emergency, present to your nearest Emergency Department, or contact us on (03) 9044 0010 during opening hours.