143 Frankston-Flinders Road, Frankston, Vic. 3199
Phone: (03) 9781 4477

Patient Information

The Doctors may take phone calls relating to you and your family’s health. However, if they are seeing patients when you call, they may need to call you back.

Towerhill Medical Centre are actively involved in My Health Record.

My Health Record is the name of the national digital health record system. Having a My Health Record means your important health information like allergies, medical conditions and treatments, medicine details, test or scan reports can be digitally available in one place.

Healthcare providers like doctors, specialists and hospital staff may be able to see it online from anywhere at any time when they ned to, like in an accident of emergency.

As more people use the My Health Record system, Australia’s national health system will become better connected. This will result in better, faster and more efficient care for you and your family.

Over 3.8 million Australians already have a My Health Record (once called the Personally Controlled Electronic Health Record or PCEHR), and over 2,000 Australians are signing up everyday*

*Figures correct at time of publication – 17/06/16

Please ask your Doctor about registering for a My Health Record at your next appointment. Please visit myhealthrecord.gov.au for more information.

Towerhill Medical Centre is a private billing clinic. Payment for the consultation is expected on the day. We can submit your paid account online to Medicare for claiming and refund.

Some consultations may be bulk billed at the doctor’s discretion.

Information about our fees is available at reception. Fees vary according to the complexity of service or if a procedure is performed.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

New patients are welcome at our Clinic.

All new patients are required to complete our “New Patient Form”. If you are new to our clinic please allow 15min before your appointment time to arrive and fill in the Patient Registration Form and present it to our reception staff.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

Consultations at the Towerhill Medical Centre are by appointment. A standard appointment is 10 to 15 minutes. Every effort is made to provide an appointment with the Doctor of your choice; however, for urgent matters this may not be possible. We try to keep as closely as possible to the appointed times, however if we are unable to do this, staff will inform you of any expected delays.

If you feel you need to see the Doctor for a complex medical issue, or have more than one problem, please inform reception when booking your appointment so that a longer appointment can be made.

Please ensure your telephone number and address is correct and up to date.

If you fail to attend your appointment, please be aware that a non-attendance fee may be charged

We try to keep waiting times as short as possible; it will not always be possible for you to be seen at exactly the appointed time. We ask you to be tolerant if this occurs. Our reception staff are able to advise of expected waiting times upon arrival.

We operate a computer based medical record system. Should any of your personal details change (Address, Phone number, Medicare Number etc.), please inform our reception staff to have your records amended.

If an interpreter is required, the Translating and Interpreting Service (TIS National) can be contacted on 131 450.

Hearing impaired patients can contact Towerhill Medical Centre
Option 1: TTY – 1800 555 630
Option 2: Use National Relay Services (NRS) via website or instant messaging services (Skype and MSN) to enter (03) 9781 4477 to make a call.

An appointment is usually required for a repeat prescription. However prescriptions for some medicines taken regularly may be obtained from your doctor but each request will be considered on an individual basis. All Drs CANNOT provide Repeat scripts to patients who have not had a consultation with any Dr at this clinic within the last 3 months of your request.

Agreement to issue a repeat prescription without consultation will not automatically mean this will be repeated at the next request. Requests can be made by phone, letter or calling at the surgery with twenty-four hours’ notice.

There will be a cost for a prescription without seeing the doctor.

Please make a follow up appointment with your doctor to obtain your results of any tests.

The doctor or pathology nurse will inform you of how long it will take for these results to be received by the clinic, so that a convenient appointment time can be made.

To maintain confidentiality, NO RESULTS will be given over the phone except in exceptional circumstances.

If the Dr wishes to see you earlier than your follow up appointment to discuss your results, the Dr and/ or Nurse will contact you to bring your appointment forward.

Our practice is committed to preventative health care. We may send you a reminder notice from time to time offering preventative health services appropriate to your care. If you do not wish to be part of this system please let us know.

The Centre is located at 143 Frankston-Flinders Road, Frankston on the corner of Bruce Road, opposite the Towerhill shopping Centre.

There are 17 on site car parking spaces and numerous parking spaces on the street at the front of the practice. There is also parking available in the Towerhill Shopping Centre.

The practice is fully wheelchair accessible. A toilet facility suitable for wheelchair access is available onsite.
A wheelchair is available if needed.

Should you have any special needs, please discuss them with the receptionist or your Doctor.

The 775 & 776 Buses stop at the intersection of Bondi Avenue & Bruce Road, which is a short walk to the clinic.

We encourage patients to come to the clinic if at all possible so that we can deliver optimal care with full access to clinical facilities and equipment. Regular patients who are unable to attend Towerhill Medical Centre will be referred to their usual Doctor who will assess the home visit request and make appropriate arrangements for the patient.

After Hours
In the event of an emergency, please call 000 for an ambulance.
To contact a doctor if you have an urgent matter, please ring (03) 9781 4477.

Nurse on Call -1300 606 024
Call “Nurse on Call” if you would like some telephone advice

Emergency –000
Call 000 for a serious or life threatening emergency

The closest emergency department is the:
Frankston Hospital
2 Hastings Road
Frankston VIC 3199
Phone: 9784 7777
10 minutes’ drive.

We follow the requirements of the Commonwealth Privacy Act 1988, and subsequent Amendments of 2001 and 2012, the Victorian Health Records Act 2001 and adhere to the Australian Privacy Principles (APP) which came into effect in 2014. A copy of our Privacy Policy is available at the clinic.

If you have a problem or suggestion we would like to hear about it. Please feel free to talk to your doctor or any of our staff.

We take your concerns, suggestions and complaints seriously. However, if you feel we have not handled your complaint in appropriate manner and wish someone to mediate on your behalf you can contact:

Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne, 3000
Victoria, Australia

Phone: 1300 582 113