Practice Information

Opening Hours

Clinic opening hours are the following:

Monday - Friday: 9:30am - 9:00pm

Saturday & Sunday: 9:30am - 9:00pm

The clinic opening hours will vary depending on patient demand and doctor availability. Please contact the clinic for daily opening hours.

Face to Face Appointments

Mount Waverley Medical Services has an appointment system. We are proud to say that Appointments can be made in person or over the phone. Walk-ins are welcome, however, please be aware wait times may vary. Same day appointments are available for urgent cases. A separate appointment must be made for each family member. Please ring 03 9809 5569 for an appointment. Every effort will be made to accommodate your preferred time and doctor.

Emergencies will always be given priority and our reception staff will attempt to contact you if there is any unforeseen delay or your GP has been called away. Longer consultation times are available so please ask our receptionists if you require some extra time. The length of your consultation might vary depending on the complexity of the case. If you have more than one health concern or a complex issue to discuss, please request a longer appointment at the time of booking.

Fees may apply for patients who do not attend for a booked appointment. Please call to reschedule.

If you or a family member require an interpreter service, we can organise this for you. Please let us know when you make the appointment.

Please advise reception upon entering if you are having any of the following symptoms: Chest pain, difficulty breathing, moderate/severe bleeding, dizziness, severe allergic reaction, convulsions or persistent vomiting.

Telephone Appointments

We prefer to see patients at the practice, however telephone consultations are available at the discretion of the doctor. In situations that this is not appropriate, you may still be required to present to the practice for a consultation should the doctor feel that a physical examination is required.

Please note telephone consultations are only available for patients who are registered and seen before in the practice within the last 1 year and for people with a confirmed COVID-19 diagnosis (via PCR test or RAT) in the last seven days.

The GP may be contacted in the practice during normal surgery hours. If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call.

Home & Other Visits

Home visits are available for regular patients of this practice whose condition prevents them from attending the surgery. An additional private fee may apply for a home visit from one our doctors.

If a telehealth consultation or a consultation at the practice is not sufficient. These visits are at the discretion of the doctor.

Due to time constraints, doctors are not able to take non-urgent phone calls from patients, as this call will be interrupting someone else’s consultation with the doctor. It would be preferable for you to make an appointment with your doctor to discuss your issues or needs. This gives the doctor the opportunity to concentrate on you exclusively.

Telephone Access

In some cases, the receptionist can take a message and returning your call will be at the discretion of the doctor. All non-urgent patient communication with our Doctors is passed on by our reception team. All correspondence is triaged to ensure the information is given to the appropriate staff member or Doctor in a timely matter

Please stress to the staff if you feel it is urgent that you speak with the doctor. If your matter is an Emergency please dial 000.

Waiting Times

Nobody likes to be kept waiting, our staff understand this and endeavour to manage all appointments as punctually as possible. However, due to the unpredictable nature of a medical practice – doctors do sometimes run behind time. If we run over time with a previous patient it is related to an emergent situation. We ask you to be tolerant if this occurs and we will do our best to make up the time with you. We regret any inconvenience caused due to these delays.

Please feel free to contact our reception staff to confirm whether your doctor is running on time BEFORE you arrive for your appointment. Please note that if you are late for an appointment it is at the discretion of the doctor as to whether you will still be seen.

Medical Records

We operate a computer based medical record system. Should any of your personal details change (address, phone number, Medicare number etc.), please inform our reception staff to have your records amended.

Test Results

Please be aware it takes a few days to process and receive investigation reports. 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. We encourage all patients to make a review appointment to discuss results and/or progress.

In some cases where there is a clinically significant result or report, you will be contacted accordingly by staff to make an appointment.

Car Parking

Car parking facilities are available at the rear of the clinic, including parking spaces for patients with disabilities.

Mount Waverley Medical Services complies with Victorian Health Records Act 2001 and Commonwealth Privacy Act 1988 and takes all reasonable steps to protect the privacy of patient information. A copy of our Privacy Policy is available at the clinic.

Patient Feedback and Complaints

If you have any feedback or suggestions we would like to hear from you. Please feel free to talk to your doctor or any of our staff. Mount Waverley Medical Services is serious about the quality of the service which we provide and continuing improvement. Feedback from patients is welcome in any form. This can be verbal, over the phone but we prefer it in writing to the Practice Manager.

All feedback and complaints are discussed within the management team and if further action is required management will make meaningful changes.

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

Health Services Commission

30th Floor, 570 Bourke Street

Melbourne

Ph: 1800 136 066

Ph: 8601 5200

Fax: 8601 5219

E-mail: hsc@dhs.vic.gov.au