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

At Mount Waverley Medical Services, appointments can be made either in person or by calling 03 9809 5569. We also accept walk-in patients, though wait times may vary. If you're a new patient, please complete the New Patient Form and email it to us before your appointment. Each new patient must complete a separate form.

Each patient requires their own appointment, so please book separately for each family member. If you have multiple concerns or a complex health issue, we recommend requesting a longer consultation when booking. Appointment length may vary depending on the nature of your visit.

We aim to schedule you with your preferred doctor at a convenient time, and will notify you of any unexpected delays—especially if your doctor is called away for an emergency.

Please note: A fee may apply for missed appointments. Contact us as soon as possible to cancel or reschedule.

Interpreter services are available upon request, please let us know when booking your appointment.

Urgent cases can usually be seen on the same day. On arrival, please inform reception immediately if you are experiencing any of the following: severe chest pain, difficulty breathing, heavy bleeding, dizziness or fainting, severe allergic reactions, seizures, fainting and ongoing vomiting.

Telephone Appointments

We prefer to see patients in person; however, telephone consultations may be offered at the doctor’s discretion. If a physical exam is necessary, you may be asked to attend the clinic.

Phone consultations are only available to patients who have been seen at the practice in the past 12 months or have a confirmed COVID-19 diagnosis (PCR or RAT) within the last 7 days.

GPs can be contacted during business hours. If unavailable, reception will take a message and advise when the GP can return your call.

Home & Other Visits

Home visits are available for regular patients who are unable to attend the clinic due to medical reasons. These are at the doctor’s discretion, and additional fees may apply. If a clinic or telehealth consultation is not suitable, a home visit may be arranged.

Telephone Access

Reception can take a message for the doctor, but a return call is at the doctor's discretion. All non-urgent communication is triaged and directed to the appropriate staff member or doctor.

If your matter is urgent, please inform reception clearly. For emergencies, call 000 immediately.

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