Patient Information
Before your visit
If you are visiting our clinic for the first time, we recommend completing the forms below before your appointment. This will help us reduce waiting time and ensure your visit runs smoothly.
If you wish to continue your care with us and nominate your preferred GP to Medicare, please also complete the:
After hours GP Service
When our clinic is closed, the following services are available:
- Home Doctor Service: 137425
- Australian Locum Medical Service: 132660
After-Hours Medical Advice & Emergency Contacts
- Emergency: 000
- Poisons Information: 13 11 26
- Nurse on Call: 1300 60 60 24
- Maternal & Child Health Line: 13 22 29
- Lifeline: 13 11 14
- Suicide Support Line: 1800 859 585
Frequently asked questions
I’m a new patient — what do I need to do?
If it is your first-time to our clinic, we encourage you to fill out the following forms to make your attendance faster.
Our reception team can assist you if you need help accessing or completing these forms.
Do you bulk bill?
Middle Camberwell Medical Centre is a fully private billing clinic.
We focus on delivering thorough, unhurried consultations and ensuring every patient receives high-quality, personalised care. To provide this level of service, we see fewer patients each day and invest in experienced staff, advanced equipment, and a modern clinic environment.
An out-of-pocket fee applies to all consultations. Fees must be paid on the day, and we cannot offer appointments if there are outstanding accounts.
What if I don’t have a Medicare card?
We welcome all patients, regardless of Medicare status.
With Medicare: You may be eligible for rebates for certain appointment types.
Without Medicare: Your private health insurer may reimburse some of your consultation costs. Please check with your insurer, as we are unable to advise on individual policy coverage.
How do I transfer my medical records?
Having access to your past medical history helps us provide safer, more informed care.
Our reception team can provide you with a simple form that allows us to request your records from your previous clinic. Please note that some clinics may charge a fee for preparing and sending records.
Do you offer home visits?
Home visits may be available at the discretion of the doctor. A standard fee of $350 applies.
Please speak with reception to discuss suitability and availability.
What is your cancellation policy?
How long are appointments?
- Standard appointments are 15 minutes.
- Specialty Services/Procedures are 30 minutes.
What happens if I miss my appointment?
A Did Not Attend (DNA) fee applies if you miss your appointment or do not provide sufficient notice.
- The fee is $50 per 15 minutes ($100 for 30 minutes) of booked time.
- Special consults over 30 minutes: fee determined at the doctor’s discretion.
How much notice is needed to avoid a DNA fee?
- At least 1 hours’ notice prior to your scheduled visit is required for Standard appointments.
- At least 2 hours’ notice prior to your scheduled visit is required for Specialty/Procedure appointments however we kindly request 24 hours’ notice.
Can I book another appointment if I have an outstanding DNA fee?
No. You will not be able to book future appointments until all DNA fees are paid in full.
What if I need to see a doctor after hours?
For care outside our clinic hours, please contact:
Hello Home Doctor 134100
For emergencies, call 000 or attend the nearest Emergency Department.
The closest public ED to our clinic is:
Box Hill Emergency Department.
What if I have a disability?
We welcome patients of all abilities.
Our clinic (including restrooms) is fully wheelchair accessible.
If you require:
a quieter waiting area,
assistance upon arrival, or
information about quieter appointment times,
please let our reception team know—we are happy to accommodate your needs.
Billing Information
Payment is required on the day of your consultation.
Medicare rebates can be processed onsite.
Some appointment types may attract a higher fee (e.g., procedures, long consultations).
Test Results
Doctors do not provide results over the phone unless arranged beforehand.
Most results require a follow-up appointment so your doctor can discuss their significance and next steps. Reception staff do not provide any results over the phone.
Repeat Prescriptions & Referrals
To ensure safe and appropriate care, repeat prescriptions and specialist referrals generally require an appointment.
We do not provide long-term or new prescriptions without a consultation.
Privacy & Confidentiality
Middle Camberwell Medical Centre – Privacy Policy
Effective Date: 04/02/2026
Reviewed: 04/02/2027
At Middle Camberwell Medical Centre, doctors and staff are committed to protecting the privacy of your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
- Purpose
This policy outlines how we collect, use, disclose, and store your personal and health information, and how you can access or correct your information or make a complaint.
- When and Why is Your Consent Necessary?
When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you. By acknowledging this Privacy Policy, you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.
- Why Do We Collect, Use, Store, and Share Your Personal Information?
The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.
- What Personal Information is Collected?
The information we will collect about you includes your:
- Names, date of birth, addresses, contact details
- Medical information including medical history, medicines, allergies, adverse reactions, immunisations, social history, family history, and risk factors
- Medicare number (where available) for identification and claiming purposes
- Healthcare identifier numbers
- Health fund details
- Can You Deal with Us Anonymously?
You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
- How is Personal Information Collected?
The practice may collect your personal information in several different ways:
- When you make your first appointment, the practice team will collect your personal and demographic information via your registration.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.
- In some circumstances, personal information may also be collected from your guardian or responsible person, other healthcare providers (e.g. specialists, allied health professionals, hospitals, pathology services), Medicare, your health fund, or the Department of Veterans’ Affairs.
While providing medical services, further personal information may be collected via:
- Electronic prescribing
- My Health Record
- Online appointments via HotDoc https://practices.hotdoc.com.au/privacy-policy/
Images may also be collected and used:
- CCTV footage: collected for security and safety purposes
Photos and medical images: taken for medical purposes in line with RACGP guidelines. - Photos and medical images: taken for medical purposes in line with RACGP guidelines
- When, Why and With Whom Do We Share Your Personal Information?
We sometimes share your personal information:
- With third parties for business purposes (e.g., accreditation agencies, IT providers)
- With other healthcare providers (e.g., in referral letters)
- When required or authorised by law (e.g., subpoenas, public health reporting)
- To prevent or lessen a serious threat to life, health, or public safety
- For statutory requirements (e.g., mandatory disease notifications)
- Through electronic prescribing and My Health Record
We will not share your personal information outside Australia unless under exceptional legal circumstances and with your consent.
- Will Your Information Be Used for Marketing Purposes?
The practice will not use your personal information for marketing goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.
- How is Your Information Used to Improve Services?
The practice may use your information to improve service quality, conduct research, analyse data, and train staff. De-identified data may be shared with organisations to improve population health outcomes. Patients cannot be identified from shared data. You may opt out of data sharing by informing reception staff.
At times, practices may be approached for research participation. You will only be contacted about research if you have consented, and you can decline participation.
- How are Document Automation Technologies Used?
The practice uses secure software (Best Practice) to generate documents such as referrals. These documents contain only relevant medical information. Access is restricted to authorised users with secure credentials. All information management complies with RACGP and APP requirements.
All data, both electronic and paper, is stored and managed in accordance with the RACGP’s Privacy and managing health information guidance.
- How are Artificial Intelligence (AI) Scribes Used?
The practice uses Heidi AI Medical Scribe Software to support GPs during consultations. This tool:
- Uses audio recording to generate consultation notes
- Deletes audio files once transcription is complete
- Removes personal identifiers automatically within seven days
- Stores and processes data only in Australia
The practice will only use AI scribe data to provide healthcare to you.
- How is Your Personal Information Stored and Protected?
Your information may be stored electronically, in imaging systems, or scanned documents. All records are stored securely with restricted access, confidentiality rules, and encryption. We do not retain hard copies unnecessarily.
- How Can You Access and Correct Your Information?
You may request access to or correction of your medical records in writing to contact@mcmcgp.com.au. Requests will be answered within 30 days, and administrative fees may apply. We will take reasonable steps to ensure your information is correct and up to date.
- How Can You Lodge a Privacy-Related Complaint?
We take privacy complaints seriously. Concerns should be addressed in writing to contact@mcmcgp.com.au . We will respond within 30 days. If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC) via https://www.oaic.gov.au/ or 1300 363 992.
- Policy Review Statement
This policy is reviewed regularly to ensure compliance. Updates will be posted on our website, and significant changes may be communicated directly to patients.
- Secure Offshore Administrative Support
To ensure the efficient administration of the practice and the delivery of high-quality patient care, we engage GP Hero, a specialist medical administrative support service located in the Philippines.
- Nature of Access:Our overseas administrative assistants access our Practice Management Software (PMS) via secure, encrypted connections (VPN) to perform tasks such as appointment scheduling, processing referrals, and general clinical administration.
- Data Sovereignty:No patient health records are downloaded or stored locally on overseas servers or devices. All data remains within our practice’s primary secure database located in Australia.
- Security Standards:We take reasonable steps to ensure that GP Hero complies with the Australian Privacy Principles (APPs) and the Privacy Act 1988 (Cth). This includes the use of HIPAA-certified staff, 3-factor authentication, and strict “clean-room” environments where physical data storage (USB/CD) and external communications are disabled.
- Liability:Our practice maintains comprehensive Cyber Security and Professional Indemnity insurance that covers the activities of our offshore administrative team.
By providing your personal information to us, you consent to the disclosure of your information to our offshore administrative partners for these specific purposes.
Zero Tolerance Policy
We are committed to providing a safe environment for our staff and patients.
Aggressive, abusive, or threatening behaviour will not be tolerated and may result in refusal of services.
Privacy & Data Security Notice