About Us
Our practice has been providing comprehensive medical care to members of our community since 1974. Our clinic has recently moved to new premises at Ashgrove Avenue, opposite Woolworths, with free parking available at the rear. We are an accredited medical practice.
Practice Hours
Our practice provides access to your doctor 6 days a week. We believe that having your own doctor is important to your health and, where possible, we try to maintain this important interaction.
Finding Us
Ashgrove Clinic is conveniently located on Ashgrove Avenue opposite the Woolworths building.
Appointments
If you would like to schedule an appointment, please contact us on (07) 3366 1349, or you can make a quick and easy appointment through our website. Simply click on the "Book Now" tab.
A standard appointment is 15 minutes. If you think you may need a longer appointment, speak with a member of our reception team before you book. If you have multiple or complex issues to discuss, it is best to book a longer appointment. Telehealth appointments are also available and can be booked via phone or via the "Book Now" tab. You can learn more by visiting our fees page.
Where possible, we will always try to ensure that we can find a suitable appointment time with your preferred doctor. Appointments are held aside for urgent consultations and sick children. We are always happy to accommodate walk-ins where possible.
Saturdays are reserved for patients who require assistance with acute medical conditions or emergency appointments. If you need to see your doctor for a routine appointment, it is preferable that this is scheduled for a weekday to ensure our doctors are available to assist those in need of urgent medical attention.
Our Team
Ashgrove Clinic has a team of highly trained and experienced staff members who are committed to ensuring that you receive the best possible medical care.
Our team of highly experienced nurses work at the direction of our doctors and will assist in providing comprehensive coordinated healthcare services. We love to receive feedback on our performance and on how we could do things to better assist our patients.
Waiting Times
We aim to be as punctual as possible. Due to medical emergencies which may arise, delays in scheduled appointments may occasionally occur. In such cases, emergencies will be given priority. We regret any inconvenience caused due to these delays. Please feel free to contact us to confirm if your doctor is running on time prior to your arrival. Please let us know if you no longer require your appointment. We are always happy to help, so do let us know if you require assistance.
Your Personal Information
All new patients are asked to complete a registration form prior to your consultation. To ensure optimal patient care, we request that you inform us of your cultural background. For existing patients, if there have been any changes to your personal information such as change of contact or Medicare details, address or emergency contact, please bring this to the attention of our reception staff on your next visit or call our friendly receptionists.
We are committed to maintaining the confidentiality of your health records, and have protocols in place to safeguard your privacy. All information and medical records are strictly confidential and will not be shared with any third parties without your consent. For more information, please review our Privacy Policy.
Cancellations
Due to a high demand of appointments at Ashgrove Clinic, we have a cancellation policy in place. If you are unable to attend your appointment for any reason we ask that you contact the practice a minimum of two hours before your appointment time. We are consistently heavily booked and missed appointments may deprive another patient of an appointment. A missed appointment or late cancellation may incur a "did not attend" fee which will need to be settled prior to your next appointment.
After Hours Arrangements
Hello Home Doctor provides services to our patients after-hours when we are closed. Please call 134 100 to book an after-hours appointment.
If you have an emergency, please call 000.
Home Visits
Home visits and nursing home visits are available within reasonable distance, at the discretion of the treating doctor. They are available to regular patients whose condition prevents them from attending the practice. Please contact our friendly reception team to enquire about this service.
Results and Reminders
All incoming pathology and radiology results and specialists letters are reviewed by doctors. A monitored recall system is in place and you will be contacted if your doctor is requests to see you urgently. Otherwise, please make an appointment to obtain results and to plan follow up care. No results will be given over the phone.
We have a reminder system in place for cervical screening, immunisations, care plan review, health assessments and other miscellaneous services. We also participate in national, state and territory reminder systems. Please advise us if you do not wish to participate in any of these recall and reminder systems, or talk to your doctor for more information.
Repeat Prescriptions, Certificates or Referrals
In order to monitor your health and fulfil our ethical and legal responsibilities, we require that you attend an appointment with your doctor (or if your usual doctor is not available, one of our other doctors) in order to receive repeat prescriptions, medical certificates, or referral letters.
Telephone Calls
You can contact the practice by calling us during surgery hours. Our staff are unable to give clinical information, including results, over the phone. All calls are made and received strictly within surgery hours. All calls are answered by either the reception or nursing team from the reception desk.
Telephone calls from patients will not be put through to our doctors. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing your doctor, our nurse may be able to assist, however, should this query not be resolved, you will need to arrange a subsequent consultation with your doctor.
Should a general message be conveyed from reception to a doctor on your behalf that is requiring a response, please allow up to 3 business days for a response. If you have an urgent medical problem that is life threatening or serious, you will be triaged by our nurse. All other issues will be triaged accordingly by our receptionist or nurse.
For all medical emergencies, please dial 000.
Electronic Communications
Electronic mail is monitored throughout practice hours, however patients are encouraged to call rather than email. Bookings can only be made online or via telephone. For privacy purposes we are unable to send or receive private and confidential information, such as patient records, via email. Please be aware all communication from patients, to patients, or about patients become part of a patient’s health record, in addition to any actions taken in response to the message.
Your Rights
If you have a problem with our service, we would like to hear about it. Please feel free to talk to your doctor or the receptionist. You may prefer to write to us. We take your concerns, suggestions and complaints seriously.
We believe problems are best dealt with through the practice. However, if you wish to take the matter further, or feel that you need to discuss the matter outside of the surgery, please contact the Office of the Health Ombudsman on 133 646 or visit their website to find out more.
Transfer of Health Records
Upon receipt of a formal request to transfer your file to another practice, we will prepare and send a concise health summary along with any copies of results and relevant documents.