Your visit, explained

Appointments

Every one of our doctors is taking new patients. Opening hours: Mon to Thu 8:30am to 10:00pm, Fri 8:30am to 5:00pm, Sat and Sun 9:00am to 5:00pm. Closed on public holidays.

• Online: use HotDoc on our booking page. Confirmations and reminders come from HotDoc, not from the clinic or your GP.
• By phone: ring reception on (03) 9436 0966.
• Telehealth: booked on HotDoc as well. See how telehealth works.
• Longer appointments: if there's a lot to cover, or you need a care plan or procedure, tell us when you book so we can allow the time. Appointment lengths: [To be confirmed: standard and long appointment lengths]

Interpreters and Auslan

Languages spoken at the clinic include Azerbaijani, English, Mandarin, Persian. If you need an interpreter, including Auslan, tell reception when you book. [To be confirmed: how the clinic arranges interpreters for appointments]

After hours and emergencies

The clinic is open in the evenings until 10pm Monday to Thursday, and on Saturdays and Sundays. Evenings and weekends has the details. When we're closed, call 13SICK on 13 7425 for a home visit. For advice from a registered nurse at any hour, call Nurse-On-Call on 1300 60 60 24.

The nearest emergency department is at The Northern Hospital, 185 Cooper Street, Epping VIC 3076, phone (03) 8405 8000.

In an emergency, call 000 or go straight to the nearest emergency department.

Cancellations

Can't make it? Please let reception know on (03) 9436 0966 as soon as you can, so someone else can take the appointment.

Notice needed and missed appointment fees: [To be confirmed: how much notice to give, and whether a missed appointment fee applies]

Repeat prescriptions

Your GP usually needs to see you, at the clinic or by telehealth, before writing a repeat script, to make sure the medicine still suits you. Book ahead of running out. If you're nearly out and can't find a time, ring reception. Lakes Boulevard Medical Pharmacy is on site if you'd like to fill your script on the way out.

Test results

Results are sent to the doctor who ordered the test, and that doctor reviews them.

• For your privacy, reception staff don't give out results over the phone. Your GP goes through them with you at an appointment, face to face or by telehealth.
• If a result needs follow-up, we'll be in touch to book a time.
• Want to know if a result has come in? Ring reception and ask.

Referrals

Your GP writes referrals to specialists, allied health and other services at a consultation, so please book an appointment rather than requesting one through reception. Some practitioners consult at the clinic: see allied health and specialists. Outside providers charge their own fees, so check with them first.

Reminders and recalls

We may get in touch by phone, SMS or HotDoc about an upcoming appointment, a result that needs follow-up, or a health check that's due. If you'd rather not get health reminders, let reception know.

Keep your phone number, address and email current with us so that reminders and results reach you.

Medical records and privacy

Your health information is confidential. We store it securely and share it only with your consent, or when the law allows or requires us to.

• Getting a copy of your records: ask reception. Medicare doesn't pay for this, so there may be a fee. [To be confirmed: fee for a copy of medical records]
• Leaving for another clinic: sign a transfer request, and your doctor sends a summary of your records to your new GP.
• Moving to us: ask reception to request your history from your previous clinic. [To be confirmed: transfer of records form for Lakes Boulevard]

Read our privacy and confidentiality policy for how we collect, store and share your information.

Phone, email and SMS

Phone

To leave a message for your doctor, ring reception and we'll pass it on. Doctors don't break off from consultations to take calls, and will ring back when they're free. If it's urgent, say so straight away. For a new health concern, please book an appointment or a telehealth consult.

Email and fax

Please don't send health questions, feedback or documents by email unless we've asked for them. Ring reception on (03) 9436 0966, or fax documents to (03) 9436 5900.

SMS

We use text messages for reminders and recalls only, not for questions or medical advice. If someone else can see your phone, they may see these messages.

Urgent? Don't wait for a call back. Call 000 or go to the nearest emergency department.

Telehealth

Telehealth appointments are booked on HotDoc, the same as a visit to the clinic.

• Who it's for: Patients seen face to face at the clinic in the last 12 months
• Phone or video: you choose when you book

If your GP needs to examine you, you'll be asked to come in. How telehealth works.

Fees and billing

• Since 1 November 2025, we've bulk billed every eligible patient with a valid Medicare card.
• Some procedures have an out-of-pocket fee. Which procedures and how much: [To be confirmed: which procedures have a fee, and the amounts]
• Without a valid Medicare card, the full fee applies. Ring reception to check the fee before you book.
• Specialists, allied health, pathology and other services set their own fees.

Before any service with a fee, your GP explains the cost. See bulk billing and fees for the fee table.

Parking and access

We're at 547 The Lakes Boulevard, South Morang VIC 3752. On-site parking. Wheelchair access. See contact and directions.

Feedback and complaints

We'd like to hear how your visit went, whatever you think. Tell reception in person, or ring (03) 9436 0966 and ask for the practice manager.

For a formal complaint, please write it down and address it to the practice manager, so it's recorded and followed up. You can drop it off at reception, and the team can help you put it in writing. [To be confirmed: how written complaints can be sent other than in person (email or post)]

If you're not satisfied with how we've dealt with your concern, you can contact the Health Complaints Commissioner on 1300 582 113.

Our website and online booking

We work to keep this website and online booking available, but we can't guarantee they'll always be running, and we may update any part of them without notice. What you read here is general information, not a substitute for advice from your doctor.

For questions about appointments or which doctors are in, ring reception.