We will collect information from you before the first appointment starts

Arrive five minutes early to complete paperwork or answer questions.

You might need to complete forms for consent, financial declaration or understanding rights. We need them to start your care.

• Medicare Card or an ID.
• If you have a Health Care Card , Pensioner Concession Card or Veteran Healthcare Card
• Any previous test results, x-rays or scans related to your appointment.
• A list of any relevant medications.
• Reading glasses or mobility aids.

We calculate the cost of your services based on your circumstances

Some services are free, some services use income assessment to determine how much you will pay. Take a look at our Allied Health fees page , or view the fees and costs section of each  service's page . 

• If you are driving, there is accessible parking at each campus.
• There is public transport near each location.
• Please let us know if you require an interpreter at the appointment – we can arrange one for you.

Our Client Services team at reception are here to help

• We will ask you for your details to confirm the right person is attending the appointment – this may happen more than once. These details may include your name, date of birth and address.
• We will always treat you with dignity and respect; please treat our staff respectfully during your visit.

To cancel or reschedule your appointment

• If you no longer need the appointment, or you are unable to attend call us on 1300 472 432 as soon as you can.
• If you can’t attend, please cancel as soon as you can, so we can give your appointment to someone else who needs it.
• Give us 24 hours notice to avoid any cancellation fees.
• If you do not attend your appointment and do not cancel with enough notice, there may be a fee to book another appointment.
• Clients who miss any appointment without giving us enough notice may be required to pay a fee before rebooking. Each service and fee may vary, please refer to each service page's cost section. 

Please let us know if there is any change in your health and wellbeing.

• If you are experience cold, cough, fever or flu-like symptoms, please call us on 1300 472 432 before attending your appointment. We can arrange a telehealth consultation to ensure your care continues safely and conveniently. 
• In case of emergency, please call 000 or visit your local Urgent Care Clinic or emergency department.
• Call Nurse-on-call on 1300 60 60 24 for immediate health advice from a registered nurse – available 24/7.
• You can also access emergency care online through the Victorian Government's Victorian Virtual Emergency Department .

• Aboriginal and Torres Strait Islander peoples can click for information on Aboriginal and Torres Strait Islander healthcare services .
• Free, confidential support for people impacted by domestic, family or sexual violence is available from 1800RESPECT, 24 hours a day, 7 days a week:  1800 RESPECT
• Click for information on LGBTQIA+ services:  Rainbow Door
  
• Free support for migrants and refugees from the:  Migrant Resource Centre

We will ask you for feedback

We're always looking for ways to do better. Please ask our Client Services team at reception for a feedback form or click  here .

You may also receive an SMS text message or email that asks for feedback.