Initial consultations

Please remember to bring your referral from your GP and any relevant medical history. Whilst we do offer initial consultations via telehealth, an in-person consult is recommended as this allows our doctors to do a thorough physical examination. 

Review Consultations

In discussion with your treating physician, we do offer telehealth consultations (where appropriate) for review consultations.

Test results

Should your treating physician request any tests including X-ray or MRI imaging, you are required to book a review consultation (either onsite or via telehealth) to discuss these results. Our nurses and reception staff are unable to discuss these results with you over the phone unless the treating physician has discussed them with you first. 

Medical Certificates

If you require a certificate, please ask the doctor during the consultation, or the nurse during your procedure. Medical certificates are legal documents and doctors are not permitted to backdate them.

Referrals

At Australian Osteoarthritis Clinic, all our musculoskeletal physicians are specialists. GPs can refer to all specialists and these referrals last for 12 months from the date of your initial consultation.  A specialist can refer to another specialist, but these referrals only last 3 months. A referral is for a single course of treatment of a specific problem. If a new problem arises, then a new referral is needed. As a referral is a legal document, it is illegal to backdate a referral; Medicare does not permit this.

NON-ENGLISH SPEAKING PATIENTS

Patients who do not speak English are encouraged to use the services of an interpreter, family members or friends during the consultation. A free interpreter service is available but does require some notice to arrange. Please speak with our reception team to arrange interpreter support.

Hearing impaired patients

Australian Osteoarthritis Clinic nurses and administration staff have access to telephone support for interpreter services and various communication services. Our administration and nursing team are able to correspond via email if telephone communication is not possible. Should you require assistance in communicating with our staff and doctors, a suitable service can be arranged.

Repeat Prescribing

An appointment is needed for repeat prescriptions. This can either be via our telehealth review service or via a face-to-face consultation.

Suggestions, Feedback & Complaints

We constantly strive to maintain and improve our quality service and would appreciate any comments or suggestions you may have. Similarly, any complaints are taken seriously. A box is available in our reception area with feedback forms for written feedback. Please feel free to leave any suggestions and please do not hesitate to tell us if you think we have done a good job – we think our staff are fantastic!

If you have any concerns, please communicate this to our practice manager, Renee. She is in the clinic most days if you wish to talk to her directly. She is also contactable via email at practice.manager@mscc.com.au

If you feel there is a problem you wish to take up outside the clinic, you may prefer to contact the Victorian Government Centre for handling complaints:

Health Services Commissioner, Level 26, 570 Bourke Street Melbourne. 3000 Victoria,

Australia Call: 1300 582 113 Fax: (61 3) 9032 3111 E-mail: hsc@dhhs.vic.gov.au