At Boronia Mall Clinic, we strive to keep waiting times to a minimum. To help us serve you better, please ensure that your appointment is scheduled for an adequate duration to cover all your needs.
Booking an Appointment:
- Phone: Call us on (03) 9762 8533 to book an appointment.
- Online: Please use our online booking system HotDoc
- In-Person: Visit our clinic, and our reception staff will assist you in scheduling a suitable time.
Types of face-to-face appointments:
- Standard – consults lasting up to 10 minutes
- Long – more than 10 minutes
If you have multiple concerns to discuss, we recommend booking a longer appointment.
Examples of longer consultations include (but are not limited to):
- New patient
- Mental health consultations
- Skin checks and procedures
- Iron infusion
- Initial pregnancy and antenatal checks
- Pap smears
- Implanon insertions and or removal
- Multiple health concerns or health checks
- Child immunisations
- Travel health
- Health assessments, mental health care plan and chronic disease management plans.
- Needing an interpreter
Emergency Cases:
- Emergencies are always given priority at our clinic.
- In the event of an unforeseen delay or if your GP is called away, our reception staff will attempt to contact you as soon as possible.
Boronia Mall Clinic offers telehealth appointments for existing eligible (must have had a face-to-face appointment with the doctor in the past 12 months) patients. You can book a telehealth appointment through our online booking system HotDoc or by calling the clinic on (03) 9762 8533. Please call the clinic if you are unsure of the eligibility.
Relevant Information:
- Our doctors strive to conduct telehealth appointments on time. However, there may occasionally be delays.
- If you miss the doctor’s call, they will attempt to reach you a second time. If you miss both calls, please contact the clinic.
Our doctors provide residential aged care and home/supported accommodation visits in Boronia and surrounding suburbs.
These visits are available on occasion and at the doctor’s discretion. These visits are offered to our regular patients under special circumstances or by special arrangement with the relevant doctor.
Boronia Mall Clinic maintains a zero-tolerance policy for any abusive or threatening behaviour directed towards doctors, staff, or patients. This includes, but is not limited to:
- Shouting
- Swearing
- Threats
- Name-calling
- Racist comments
- Inappropriate gestures
Without exception, individuals engaging in such behaviour will be required to leave the clinic immediately and will need to transfer their medical care to another practice.
Boronia Mall Clinic provides SMS reminders for our patients to alert them is they have missed an appointment. If you are unable to attend your appointment just contact reception and will arrange an alternative appointment for you.
At Boronia Mall Clinic, we are committed to providing accessible healthcare for all our patients.
Billing Policies:
- Bulk Billing: We offer bulk billing for all Medicare card holders. Please ensure you bring your Medicare card to your appointment.
- Standard consult Fee for Private Patients: Our standard consult fee for a private patient is $65.
Please find our fees here
If you require urgent medical attention (emergency), please call an ambulance on 000.
If you need medical attention outside our practice operating hours, please contact:
DoctorDoctor afterhour service on 13 26 60
You also can attend
Emergency Department – Angliss Hospital
Albert Street
Upper Ferntree Gully
Phone: 1300 342 255
Emergency Department – Maroondah Hospital
Davey Drive
Ringwood East
Phone: 1300 342 255
Two-hour parking is available in the Coles-Kmart car park located outside the mall. There is also undercover and extended parking available behind Bakers Delight at the South End of the parking area.
Please be aware of the parking signs and limits, as Knox City Council regularly monitors parking area and may issue infringement notices for violations.
If you wish to speak with your doctor, nurse, or health worker, please feel free to contact us on (03) 9762 8533 during work hours. If your query cannot be addressed by our receptionist or nurse, a message will be left for the doctor.
Phone Calls: Doctors are unable to interrupt consultations to take phone calls. If you have any issues or concerns, please schedule an appointment.
Phone Messages: In certain circumstances, you may leave a phone message, and if appropriate, the doctor will return your call within 24 hours. Alternatively, a receptionist or practice nurse may call to advise you of the doctor’s instructions.
Urgent Calls: Emergencies are an exception. If the matter is urgent, please clearly indicate this when you call.
Specialist referrals require an assessment of your condition by the doctor and the preparation of a referral letter. It is important to see your regular doctor for your referrals and scripts. It is the patient’s responsibility to ensure they have a valid referral prior to attending specialist appointments. Referrals and medical certificates will not be backdated under any circumstances.
eScripts: We use the eScript system to send scripts to Medicare-registered patients electronically (SMS or email).
Printed Scripts: If you request printed scripts during a telehealth appointment, they can be collected from the reception.
To ensure you receive the best possible care, Boronia Mall Clinic operates a recall and reminder system. This system is designed to remind patients about important health checks, follow-up appointments, or necessary screenings.
- Recalls: If your doctor identifies a need for follow-up care, you will be contacted via text or phone call and asked to schedule an appointment.
- Reminders: Our system sends reminders via SMS or phone call for upcoming appointments, regular screenings, or vaccinations.
Opt-Out Option:
- If you prefer not to receive these reminders, please inform our reception staff, and they will update your preferences accordingly.
We offer on-site pathology services provided by Dorevitch Pathology. No prior appointment is necessary. Service is provided on a first-come basis. A valid referral is required.
Service Availability:
- Days: Monday, Wednesday, and Friday
- Time: 9:00 am to 12:00 pm
Patients are required to book a follow-up appointment to review their test results with their doctor.
SMS Notification: We use an automated system that sends an SMS to your mobile phone once your results are reviewed by the doctor. If you have opted out of SMS notifications or do not have a mobile phone, please contact the clinic to confirm that your results have been received and reviewed.
If your test results are abnormal and require urgent attention, your doctor/staff will contact you to discuss the matter or advise you to make an appointment.
Reminder: Please do not assume your results are normal if you do not receive a notification from us. Please make an appointment to discuss the results with your doctor.
Your medical record is a confidential document. All staff at Boronia Mall Clinic respect the privacy and confidentiality of your health information. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We have a comprehensive policy on the management of Personal Health Information and a brochure
‘Privacy and Your Rights’. Please click here to view the brochure.
You have Privacy Rights – The Information Privacy Act is the law in Victoria that gives you rights and helps protect the privacy of your personal information. This includes the personal information of temporary Australian residents, including international students. The Information Privacy Act has rules about the way Victorian government organisations, including local councils, collect and handle your personal information.
The Health Records Act protects health information that is held by public and private health service providers in Victoria. This includes doctors, hospitals and pharmacists, as well as any other organisation that holds your health information, such as fitness centers and employers.
For more information contact the Office of the Health Services Commissioner:
Level 30
570 Bourke Street
Melbourne Victoria 3000
Australia
Telephone +61 3 8601 5200
Toll free 1800 136 066
Facsimile +61 3 8601 5219
TTY 1300 550 275
www.health.vic.gov.au/hsc/
hsc@dhs.vic.gov.au
We welcome any feedback that will help us to improve our service. We take your concerns, suggestions and complaints seriously.
Please speak to practice manager, staff, doctor or contact the Health Complaints Commissioner (HCC) on Ph: 1300 582 133.
If you or a family member requires an interpreter, please inform one of our receptionists when you call to make your appointment. We can arrange an interpreter for you.
You can also contact the Translating and Interpreting Service directly at 13 14 50.
Boronia Mall Clinic welcomes walk-in patients. However, to avoid unnecessary delays, we encourage you to make an appointment in advance.
Important Information:
- Patients with scheduled appointments will be given priority.
- Walk-in patients will be seen by the first available doctor, which may not be necessarily your preferred doctor.
Boronia Mall Clinic is dedicated to ensuring the privacy and security of the information we manage, including its transmission and disclosure outside our organisation.
- Communication Channels: We use SMS, email, or other electronic methods to communicate with you or other healthcare providers regarding your healthcare needs. This includes appointment reminders, test result notifications, recall/reminder messages and referral to other healthcare providers.
Security Measures:
- Compliance with RACGP Recommendations: We adhere to RACGP guidelines to minimise the risks associated with data interception and incorrect email addresses.
- Protective Measures: We implement password protection for sensitive data, verify patient email addresses, obtain patient consent, and use secure messaging systems between practices when available.
- Email Communication: While our website provides email address for patients to email us, we prefer not to use email as our primary means of communication due to potential risks of missed or critical information.
Important Considerations:
- Security Risks: Be aware that sending medical information via unencrypted email carries security risks. We strongly encourage careful consideration before using this method.
- Preferred Contact Methods: For clinical discussions or urgent matters, please contact us by phone or schedule an appointment to ensure prompt and secure communication.
- Patient Responsibility: It is the patient’s responsibility to ensure that the clinic has your current details and correct contact information. Please inform us immediately of any changes to your mobile number or email address.
Contact Us: For any clinical concerns or to discuss important health matters, please call us or arrange an appointment with your doctor.
At Boronia Mall Clinic, we regard your medical records as confidential documents. We are committed to respecting the privacy and confidentiality of your health information.
Privacy Policy:
- Data Security: It is our policy to always ensure the security of personal health information. Access to this information is restricted to authorised staff members only.
- Privacy Management: We adhere to a comprehensive policy on the management of personal health information. For more details, please refer to our brochure, “Privacy and Your Rights”.
Your Privacy Rights:
- Information Privacy Act: In Victoria, your rights to privacy are protected under the Information Privacy Act. This Act outlines rules for how personal information is handled by Victorian government entities and applies to residents and temporary residents, including international students.
- Health Records Act: This Act safeguards health information handled by both public and private health service providers in Victoria, including doctors, hospitals, pharmacists, and other organizations.
Further Information: For more details or if you have any concerns regarding the handling of your personal information, contact the
Health Services Commissioner
Level 30, 570 Bourke Street
Melbourne VIC 3000
Phone: +61 3 8601 5200
Email: hsc@dhs.vic.gov.au
Online: MAKE A COMPLAINT | Health Complaints Commissioner (hcc.vic.gov.au)
At Boronia Mall Clinic, we are committed to providing high-quality care and service. We value your feedback and encourage you to share your experiences with us.
Providing Feedback:
- Feedback and Suggestions: We welcome your feedback and suggestions to help us improve our services. You can provide feedback by speaking directly with our staff, sending us an email, or using the feedback form available at the clinic.
- Complaints: If you have a complaint about any aspect of our service, please let us know. Your concerns will be addressed promptly and confidentially.
How to Submit a Complaint or Feedback:
- In-Person: Speak to our reception staff or your healthcare provider. Complete a feedback form available at the clinic and submit it to our reception.
- Email: Send your feedback or complaint to reception@boroniamallclinic.com.au.
Acknowledgment: We will acknowledge receipt of your complaint or feedback and will inform you of the steps we will take to address it.
Resolution: We aim to resolve complaints and concerns as quickly and as possible. We will provide you with updates and the outcome of any investigation or review.
If we are unable to resolve your complaint to your satisfaction, you have the option to escalate the matter by making an official complaint to the Health Complaints Commissioner.
Contact Information for Health Complaints Commissioner:
Address: Level 26, 570 Bourke Street
Melbourne VIC 3000
Phone: +61 3 8601 5200 | Toll-free: 1800 136 066
Email: hsc@dhs.vic.gov.au
Web: www.hcc.vic.gov.au