We will collect information from you before your first appointment starts

• Arrive ten minutes early to complete paperwork or answer questions if you need help.
• At your first visit, you might need to complete a financial declaration form, and you will need to understand your rights.

• 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 your medications.
• Your reading glasses, hearing aids and mobility aids, such as walking frames.

Please let us know if you require an interpreter as early as possible and we will arrange one for you.

• 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 .

Allied Health fees

• There may be fees or co-payments for both individual appointments and groups.
• To find out which fees may apply to you, view the  Community health fees schedule and income ranges .
• We receive government funding so we can provide our support at no cost or for a small fee.

Fees for individuals

• Low income or  Health Care Card or  Pensioner Concession Card : $11.55
• Medium income: $17.50
• High income (per half hour): Full cost recovery, ask us

Fees for groups

• Standard group fee: $8.55

Fees for children

• Low income or  Health Care Card or  Pensioner Concession Card : Free
• Medium income: $15.60
• High income (per half hour): Full cost recovery, ask us
• Child health team groups: $8.55

Our Client Services Team at reception will do their best to help you

• 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. We will believe you and provide affirming care.
• 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. We can provide interpreting services.
• 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 rebooking fees.
• If you do not attend your appointment and do not cancel with enough notice, there may be a fee to book another appointment.

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

• 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

• If you are driving, there is accessible parking at each campus.
• There is  public transport  near each location.

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.