Patient
Information

If you are a new patient, we recommend that you book a long appointment on your first visit to ensure that doctors at this location can gain an appropriate understanding of your overall health needs. Doctors at this location like to get to know their patients so that they can provide them with comprehensive medical care. It is helpful to bring a copy of your medical history to this appointment for our records, including test results and relevant letters from any specialists, or alternatively we can with your consent seek this information for you to support your care.

The Emeline values patient confidentiality and sees it as a cornerstone of patient care. We are required to keep patient consultations and medical records confidential. We are required to act in patients’ best interests with respect to confidential information and at times may wish to communicate information with your consent to other practitioners to facilitate your care. We are unable to provide any confidential medical information to third parties (including partners) without formal consent from the patient. If we receive requests for medical information from a third party, unless prohibited by law, we will endeavour to contact you to discuss the request and the considerations that relate to it.

Doctors at this location strive to provide quality and timely care for all patients. If you are unable to attend a scheduled appointment please give us as much notice as possible. We prefer at least 24 hours so that your appointment spot can go to someone on the waitlist. There may be a fee applied to your account if you do not attend your appointment without letting us know. In all instances, we appreciate a phone call and will do all we can to accommodate you.

Referral letters from GPs to non-GP specialists are an important piece of communication. They should not be rushed and are not necessary simply a “bit of paper”. If you require a referral, please book an appointment with your GP to discuss this. Please note that doctors at this location are unable to back-date referrals.

Practitioners at this location always endeavour to run to schedule. If your health practitioner is running late due to an unavoidable emergency we will contact you to let you know. We ask that you do the same if you think you may arrive late for your appointment. There may be some instances where your appointment will need to be rescheduled to another day or time. In all instances, we appreciate a phone call and will do all we can to accommodate you.

If your personal details change, please speak with one of our friendly front desk staff. It is important that we have up to date contact details for you.

We may send you recall or reminder notices from time to time. You can let us know if you would prefer to be contacted via SMS, phone or letter. If you receive a recall or reminder notice, please do not ignore it. Your health practitioner may have important information to discuss with you, such as test results, or you may be due for a health check. Book online, call, or drop in to make an appointment.

Practitioners at this location may periodically upload information to your My Health Record. You can access this information via your myGov account. If you would like to opt out of this program please let your doctor know.

The Emeline is committed to facilitating the provision of excellent and comprehensive care to all patients. If you would like to give us feedback or require further information please feel free to speak with your health practitioner, our friendly front desk staff or our practice manager. We will endeavour to resolve any issues in a timely and compassionate manner and welcome all forms of feedback. If you feel the problem remains unresolved, and it involves the clinical practice of a doctor, you might prefer to contact the Health Complaints Commissioner on 1300 582 113.

Information about the services at The Emeline is outlined on this website. You can also request our patient information sheet through our reception team, which contains information about services available at The Emeline and our Privacy Policy.