-
info@plazamedicalcentre.com.au
- 03 9364 6955
- 03 9364 6755
Face to Face Appointments
A face-to-face appointment is the standard and most commonly chosen option for seeing your Plaza Medical Centre General Practitioner.
Patients are required to attend the consultation in person at our practice.
To make an appointment you can:
Call us: 03 9364 6955
Book online through our online platform.
You can visit our reception area to book an appointment in person.
Walk Ins
Walk – in patients – those attending without a prior appointment – are accepted based on availability and clinical urgency.
Please note that:
Walk – in appointments are accepted where possible.
All walk – in patients will be triaged by clinical staff and seen according to medical urgency, not order of arrival.
There will be wait tome before seeing a doctor, depending on patient volume and clinical priorites.
We appreciate your patience and understanding.
Home Visits
Home visits must be arranged in advance.
Please speak with our reception team and discuss the possibility of booking a home visit.
Please note:
Home visits may be provided for regular patients when medically necessary.
They are offered only when it is safe and reasonable for the doctor to attend.
If you think you or a family member may require a home visit, we encourage you to contact us to discuss your needs.
After-Hour Care
This medical centre uses 13 Sick After Hours Doctor Services for care outside of regular clinic hours
To request after-hours medical services
Call: 13 74 25
This service is available to support our patients when the clinic is closed.
Confidential Of Health Records
Your medical records is a confidential document. At Plaza Medical Centre, we are committed to maintaining the highest level of security and privacy of your personal health information. Access is restricted to authorized staff members only in accordance with privacy laws and professional standards.
Use of Electronic Communications
Please note that Plaza Medical Centre does not routinely use mail for patient communication, due to privacy and confidentiality concerns.
For all enquires, please contact our reception team directly.
Recall and Reminder System
Our practice uses a computerized recall and reminder system in line with the current RACGP standards.
You may be contacted by telephone or SMS when:
a. Your doctor needs to follow up on your test results.
b. You are due for preventative health services relevant to your care (e.g. immunizations, health checks and screenings).
If you do not wish to receive recalls or reminders, please inform our reception team so we can update your preferences.
Your participation helps support proactive and preventative healthcare.
Telephone Calls and Test Results
If you wish to speak with your doctor, they will usually need to return your call.
For urgent matters, please inform out staff of the nature of your call so we can respond appropriately.
Be advised that phone consultations are not recorded for any purposes.
Important:
In line with our privacy policy, test results are not provided over the phone by our reception staff. Please make a follow-up appointment with your doctor to discuss your results in person.
We appreciate your understanding and cooperation as we work to protect your personal information and provide high-quality, confidential care.
Patient Feedback
If there is any aspect of the service, you receive that you are unhappy about, then please discuss it with our Practice Principal / Practice Manager. Also please feel free to talk to your doctor or receptionist or put in writing if necessary. We are happy to receive constructive criticism.
Our feedback process
As per the RACGP Standards for General Practice 5th Edition: Patient feedback guide, we need to collect and analyze patient feedback as well as share our patients and team what we learned and improved in the practice.
Our practice decided to use CFEP Surveys, with their Practice Accreditation and Improvement Survey (PAIS). As it is a well-established patient survey widely used by general practices across Australia to gather valuable feedback from patients, which informs meaningful quality improvement within the organization. The current iteration of the PAIS is approved for use under RACGP’s Standards for General Practice 5th Edition.
Use of date from this report
The data in the report will be held in accordance with the relevant date protection requirements. In most circumstances, the feedback report is entirely confidential and would not be shared with anyone else unless specifically requested by the named contact on the report or without their prior knowledge.
Reference
Standards for General Practice, 5th Edition
What we learned from our patient feedback
a. Great medical centre staff are very friendly and warm.
b. Doctors are great and would come back it needed.
c. We are up to date with patient care and results.
What we could improve
Doctor’s availability as we are mostly fully booked.
What we have put in place in response to patient feedback
We are currently looking into hiring more doctors and opening more availability.
How do we inform our patients regarding improvements
a. Via our bulletin board.
b. Our online booking systems offer a few more doctors.
c. Our website has information on how to provide feedback.
How do we inform our team
Via our team meeting and everyday endorsements.
This Privacy Policy explains how our practice collects, uses, stores, and protects your personal information, including sensitive health data. It also outlines the limited circumstances under which your information may be share with third parties.
We are committed to maintaining the confidentiality of your information and complying with all relevant privacy and data protection laws.
When you register without practice, you provide consent for out GPs and practice staff to access and use your personal information. This enables us to deliver the best possible care tailored to your needs.
Access to your information is strictly limited to staff members directly involved in your healthcare.
If we ever need to use your information for any purpose other than your direct care – such as research, training, or sharing with third parties – we will always ask for you explicit consent before doing so.
Our practice collects your personal information primarily to provide you with safe, effective, and personalised healthcare services.
The main reason we collect, use, hold, and share your information is to manage your health and medical needs. We may also use your information for related business activities, such as:
· Processing Medicare or insurance claims and payments
· Conducting practice audits and accreditation
· Supporting internal business operations, such as staff training and quality improvement
We are committed to protecting your privacy and ensuring that your information is only used where necessary and in line with privacy laws.
To provide you with high-quality healthcare, our practice collects the following personal information:
· Full name, date of birth, address and contact details
· Medical information, including Medical History, Current and past medications, Allergies and adverse events, Immunization records, Social and family history and Risk factors
· Medicare number (where available), for identification and claiming purposes
· Healthcare identifiers
· Private health fund details, if applicable
All information is collected with your consent and handled in accordance with relevant privacy legislation to protect your confidentiality.
You have the right to interact with our practice anonymously or by using a pseudonym, where this is reasonable and practical.
However, in many cases, it may not be possible for us to provide healthcare services without confirming your identity. Additionally, there are situations where we are legally required to deal only with identified individuals.
If you wish to remain anonymous, please speak with our staff to discuss what may be possible in your specific circumstances.
Our practice may collect your personal information in several different ways:
· When you make your first appointment, our staff will collect your personal and demographic details through the registration process.
· During your care, we collect additional personal and medical information as part of providing healthcare services
· Through digital communications, such as when you visit our website, send us an email or SMS, call our practice, make an online appointment or use Health Professional Services (HPOS), e.g. check Medicare eligibility or update the Australian Immunization Register
· During phone consultation, your doctor will verify your identity as part of providing safe and appropriate healthcare. Please note: Telehealth consultations are not recorded by the practice.
Information from other sources
In some cases, we may collect personal information from third parties when it is not practical or reasonable to collect it directly from you. These sources may include:
· Your guardian or legally responsible person
· Other healthcare providers involved in your care (e.g specialist, allied health professionals, hospitals, pathology or imaging services)
· Government agencies such as Medicare, the Department of Veteran’s Affairs (DVA), or your private health fund
All information is collected and handled in accordance with privacy laws and with a focus on providing you with safe, coordinated care,
Your personal information may be shared in the following situation:
For Business Operations
· With third parties who help the practice run (e.g. IT providers, accreditation agencies)
· These parties must comply with privacy laws (APPs) and the practice’s policy
For Your Healthcare
· With other healthcare providers (e.g. specialist, hospitals)
· During provision of medical services (e.g. through eTP, My Health Record)
When Required or Permitted by Law
· For legal requirements (e.g. court subpoenas)
· When there is a statutory obligation (e.g. mandatory disease notifications)
In Emergency or Serious Threat Situations
· To prevent or lessen a serious threat to your or public’s health/safety
· If it is impractical to get your consent
Other Specific Legal Circumstances
· To help locate a missing person
· To establish, exercise, or defend a legal claim
· For confidential dispute resolution
Who Can Access Your Information
· Only staff who need access to your information for care or business reasons.
· Your information is not shared with any third party (except as described above) without your consent.
Special Notes on How Information is Shared
· Referral letters use document automation to include only relevant medical information
· Information may be securely sent to service providers via secure messaging systems.
· Your information is not shared outside Australia unless legally permitted and with your consent.
· Your information is not used for marketing without your express written consent. You can opt out any time
· The practice is paperless and uses secure electronic systems.
· All clinical staff have individual password access to computers.
· Computers and servers:
– Are protected by antivirus software and firewalls
– Are password – protected and use screensavers
– Are backed up regularly, with backups stores off-site securely
– Follow the RACGP computer security checklist
· Referral letters use document automation to include only relevant medical information
· Information may be securely sent to service providers via secure messaging systems.
· Your information is not shared outside Australia unless legally permitted and with your consent.
· During phone consultation, your doctor will verify your identity as part of providing safe and appropriate healthcare. Please note: Telehealth consultations are not recorded by the practice.
· You can request access to your health information: In person at the practice, by phone or in writing (via email, letter, or fax)
· You don’t need to provide a reason for your request.
· The request will be referred to your treating doctor or the Practice Privacy Officer
· You may be asked to complete a Request for Personal Health Information form to help process your request correctly.
· The practice aims to: Acknowledge your request within 14 days and provide access within 30 days
· The practice will take reasonable steps to ensure your personal information is accurate and up to date.
· You may be asked periodically to confirm your details are correct.
· If you find an error, you can request a correction:
– This must in writing
– The practice will provide an acknowledgement of Request Form
– Any correction made will be attached to the original health records
· The practice aims to:
– Acknowledge correction request within 14 days
– Make corrections within 30 days
We take your privacy concerns seriously and aim to resolve any complaints fairly and promptly.
Step 1: Contact the Practice
If you have privacy-related complaint:
Practice Manager
Plaza Medical Centre
Shop 21, Keilor Downs Plaza, 80 Taylors Riad, Keilor Downs VIC 3038
Ph: 03 9364 6955
Email: keilorplazaclinic@gmail.com
We will acknowledge your complaint within 14 days and aim to resolve it within 30 days, following our internal resolution procedure.
Step 2: If the Complaints Is Not Resolved
If you’re not satisfied with our response, you can contact the:
Health Services Commissioner (HSC) – Victoria
An independent statutory authority that handles complaints about health service providers. Their service is free and confidential.
What to expect:
For more information: https://hcc.vic.gov.au
Step 3: Contact the Office of the Australian Information Commissioner (OAIC)
If you concern relates specially to provide privacy or personal information, you can also contact the OAIC
Phone: 1300 363 992
Website: www.oaic.gov.au
This privacy policy is reviewed regularly – at least every two years – to ensure it remains up to date with current laws, guidelines, and practice procedures.
Any significant changes to the policy will be communicated to patients through:
