Patient Information

Opening hours

Our medical centres are open from 9:00am to 5:00pm Monday to Friday. Appointments are required to see our medical professionals, we cannot accommodate walk-ins.

If you require medical care when our medical centre is closed please call the National Home Doctor Service on 13 74 25.

Billing

TLC Primary Care is a bulk billing service at Noble Park, Donvale and Frankston North so we will bill Medicare directly for your medical or allied health service. TLC Primary Care's locations at Belmont and Clifton Hill are mixed billing services, so fees will be charged at the discretion of your treating doctor. In order to bulk bill Medicare directly we require you to present a valid Medicare Card at each appointment. If you do not hold a current Medicare Care Card, consultation fees will be charged at the discretion of your treating General Practitioner.

If you hold a DVA Card, Centrelink Card or Pensioner Card please bring it with you to each appointment.

There may be additional fees for some procedures and consumables such as plaster and dressings.

Our policy is that payments are to be made on the day of consultation. Accepted payment methods include credit card and EFTPOS.

A copy of our fee structure is available at reception. 

Appointments

Appointments are required to see our medical professionals; to make an appointment please call your medical centre during opening hours.

If you require after hours assistance please call the National Home Doctor Service on 13 74 25.

Our general practitioners are available for 20 minute appointments to cover a single medical complaint. If you wish to discuss several medical conditions, or the matter is urgent, please advise our receptionist when making your booking as you may require a longer appointment.

Please also advise the receptionist if you have received a letter from your general practitioner or nurse and the contents of the letter; they will then allocate an appropriate appointment.

From time to time you may be given some forms to complete or information about our medical centre.  If you need help with any of the written information that we provide to you, please ask the person at the reception who will be happy to assist.

Cancellations

It is important that you let us know as soon as you are aware that you cannot attend your appointment. There may be other patients waiting for an urgent appointment.

Emergencies

In the case of an EMERGENCY, patients should dial 000 for an ambulance.

Home visits

If you require a home visit please call the National Home Doctor Service on 13 74 25. 

Prescriptions & medication

Repeat prescriptions cannot be provided without a review of your condition. Drugs of addiction are not kept on our premises.

Telephone calls

Our general practitioners and nurses can only be contacted by phone during surgery hours in an emergency; otherwise we will ask you to leave a message and they will return your call when they are able. 

If you need to speak to a general practitioner or nurse about an urgent matter medical problem, please explain this clearly to the receptionist. If your general practitioner or nurse is not immediately available the call may be transferred to another member of our team who is able to assist you.

Test results

You will be required to see your general practitioner to receive your test results. Our staff are not permitted to give test results over the telephone.

Care for non-English speaking patients

If you do not speak English you are encouraged to request access to a telephone interpreter service (TIS) during your appointment. This service is provided free of charge and can be arranged by our receptionist.