Communication Policy

Victoria Street Medical Group’s preferred method of communication with our patients is in person. The evaluation of clinical signs and symptoms and hence a complete clinic picture cannot be arrived at with accuracy, therefore in most cases, face to face consultations are preferred. We are committed to partnering with you to ensure your long-term health care needs are met. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. If you do not wish to be contacted via telephone or mail as part of our reminder system, please advise our friendly staff accordingly.

Privacy and Confidentiality

Your medical record and information is private and confidential. In line with privacy legislation, our clinic maintains security of your personal health information at all times and ensures that only authorised members of our staff have access to your information. Privacy Policy brochures containing full details of our privacy policies are available on request. You have a right to access your personal health information and may request to view or obtain a copy of your medical records or test results at any time.

Patient feedback

At Victoria Street Medical Group, we welcome and value your feedback and are committed to continue to improve our practice. A suggestion box is located on the reception desk. Our team will review your suggestions on a weekly basis.

Complaints

If you have a complaint, please discuss this with our practice staff and we will ensure that it is dealt with promptly and appropriately.

You may also email your complaint to vicstmedgroup@gmail.com and we will ensure appropriate action.

In the event that your complaint is not dealt with to your satisfaction, you may escalate it to the following responsible authority: Health services commissioner: PH: (03) 8601 5222 Free call: 1800 136 066.