FAQs - Brighton Family & Women's Clinic

Do you accept New Patients?

Many of the doctors welcome new patients, please call us or book online to make your first appointment.

Do I need an appointment?

The doctors run an appointment based system; you can make an appointment by calling our friendly reception team during opening hours. You are also able to book online using HotDoc. We may not be able to offer a walk-in appointment unless for emergencies as triaged by the staff.

What appointments do the doctors offer?

Appointments are based on 15 minute increments. The doctors advise that new patients require a long (30 minute) appointment for their first visit. Standard appointments are appropriate for 1 issue; results review, any straightforward medical issue, requesting a new referral to a specialist. Long appointments are for more complex medical care; Women’s or Men’s health checks including Cervical Screening Tests, Skin Checks, Mental Health care, multiple straightforward issues. If you are unsure how long you will require, our friendly reception team will be happy to guide you.

What if I’m running late?

We understand that life, and traffic, doesn’t always work out according to our best laid plans. If you are running late, please call us and speak to a member of the reception team. They will guide you as to the best course of action. If you arrive late without prior notice we will not be able to guarantee you will be able to be seen for an appointment.

What are your opening hours?

The clinic is open Monday to Thursday 8am-7pm. On Friday from 8am-6pm and Saturdays from 8:30am-1pm. The clinic is closed on Sunday & Public Holidays.

What is the process for contacting the clinic or doctor via phone?

Reception are available to answer all calls during the clinic's scheduled opening hours. If you require communication with your usual GP, reception will take a message and estimate as best they can when/how the response will be provided. Your GP may call you, SMS you, or respond via reception depending on the nature of your inquiry. Please be aware most of the GP's do not work full time. If you need to speak to the nurses, they are available 8am-5pm Monday-Friday and will return your message when they are able to (generally within 1-3 days) depending on the nature of your inquiry.

How can I tell if my doctor will be running on time for my appointment?

Unfortunately, due to the nature of general practice, it is often difficult for the doctors to run to time. We recommend calling the clinic prior to your appointment (the closer to the appointment time the more accurately we can estimate) and one of the friendly receptionists will do their best to let you know if the doctor is on time. Please be aware that while the reception team does their very best, it is out of their control and they can only offer you an estimate.

Do you send appointment reminders?

The doctors use HotDoc for appointment bookings, repeat requests, and appointment reminders. Generally you will get a reminder SMS 24 hours before your appointment. Please click on the link in this message and CONFIRM or CANCEL your appointment. You cannot cancel via this link if your appointment is in less than 3 hours' time. If you need to cancel or reschedule, you can also call reception during opening hours. Please note for appointments not kept, or cancelled with less than 2 hours notice, a full fee may be charged.

Do you offer Telehealth video consultations?

Yes, the doctors are available for Video Consultations via the Telehealth platform VCC HealthDirect. These videos are not recorded. A prior booking needs to have been made in order to have a Telehealth appointment with one of the doctors. Bookings can be made online or by calling us. When it is time to have your Telehealth call click here.

What contact details do you need from me?

Every time you attend the clinic, reception will ask for your name, address, date of birth, and at least one method of contact (usually mobile number or email). While we understand this can be tedious, it is an important standard of general practice accreditation to ensure the correct patient is attended and their details are kept confidential. If you would prefer not to give these details verbally, you are welcome to give the receptionist a valid form of photo ID.

Do the doctors bulk bill?

The doctors choose to bill privately and do not bulk bill anyone except Veteran Affairs Gold cardholders (a fee applies for wound care).

How do I request a prescription or referral? Do I always need an appointment?

Repeat referrals and prescriptions can be requested via the HotDoc using these links: Request a Prescription and Request a Referral. This is appropriate for 1 referral or up to 2 prescriptions. Repeats cannot be approved if it has been more than 6 months since you were last seen by a doctor at BFWC, in most cases. If you have an urgent need it may be possible to provide a prescription for 1 month’s supply until you can have an appointment with your doctor. The doctors are unable to supply prescriptions in this way for sedatives or sleeping pills. You cannot request a Mental Health Care Plan review via HotDoc as an appointment is required. The fee for repeat referral and prescriptions is $35; urgent requests are $45 if the request is needed on the day. There are more detailed terms and conditions available on HotDoc.

How do I provide feedback to the clinic?

For any compliments, complaints, suggestions, or concerns, please contact the practice manager, or complete a feedback form which is available at reception or in the Forms section on this website. If you are dissatisfied with the way your complaint was resolved, please contact the Health Services Commissioner on Freecall 1800 136 066.

How can I get my results?

Results followup procedure should be discussed with the doctor at the time of them referring you for your test. Generally normal, or ‘as discussed’ results will be communicated with you via SMS within 7 days of your results being reported. Your doctor may call you to discuss your results, or they may request an appointment if the discussion needs to be more in depth. Results followup appointments are charged according to the doctors fee structure. All patients aged 16 and over have a right to privacy, and therefore their results cannot be discussed with a parent or guardian without prior consent from the patient. This consent needs to be given to the doctor at each appointment and is only valid for the results that arise from that appointment.

Do you have disability access and parking?

We have disability access with one disabled car park available, the clinic entrance is accessed via a ramp.

Do you offer home visits?

The doctors do not offer home visits. The Locum Service DoctorDoctor (ph: 13 26 60) is able to offer home visits from 6pm onwards during the week for mildly acute medical treatment that does not require emergency care. They send a discharge summary to your doctor after any visits which is included in your patient medical record.

Can I request for my medical record to be transferred from another practice?

Your medical record can be requested from your previous general practice with this form. Please note that your previous clinic may charge a fee for this service.

Can I request my medical record be transferred from my doctor to another practice?

You can request your medical record be transferred to another practice with this form. We will send a complete summary of your medical history (including your last 12 months of results and specialist correspondence) to the requesting clinic. If you or your new GP requires your entire medical record, there is a fee of $27.50 as we send it via registered post to ensure it arrives safely. Record transfers take up to 28 working days, from the date we receive your signed request, to be sent to the requesting clinic.

If you wish to collect the record yourself there is no fee, however you must provide us with a new USB – the USB must be still in packaging and unused. There will be a 7 day turnaround for these requests and the form must be completed and signed before we can begin the process. If the patient is requesting a copy of their file to take themselves, photo ID with a signature (drivers licence) must also be included with the request.

What if I have a medical emergency?

Please call 000 and request the Ambulance service. Alternatively there are a number of Emergency Departments located in the area, including Monash ED, Sandringham ED (both public) Holmesglen, or Cabrini Malvern (both private).