Patient Information2020-08-12T14:34:33+10:00

Patient Information

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 A list of FAQ and important information.

The Doctors may take phone calls relating to you and your family’s health.  If however, they are in consult with a Patient when you call, the Doctor may need to call you back.

Medical Centre is a private mixed billing clinic. If your GP privately bills, payment for the consultation is expected on the day. We can submit your paid account online to Medicare for claiming and refund.

Bulk Billing of Current Pensioners and Health Care Card holders & Children 16 years of age and under.

Information about our fees is available at reception. Fees vary according to the complexity of service or if a procedure is performed.

Please ensure you bring your Medicare card, Health Care Card or Pension Card to your appointment.

New Patients Welcome.

Please arrive 15 minutes before your appointment time to fill in both the New Patient Registration Form and your Patient Medical History form. This will assist our Reception team to prepare your file for your GP visit.

For your convenience, download these forms prior to your visit, complete and hand to the Reception team upon arrival.

When registering please let our team know if you have identity specifics to be noted. This includes, but is not limited to:

Aboriginal and Torres Strait Island patients and/or Culturally and linguistically diverse patients.

Consultations at the Medical Centre are by appointment. A standard appointment is 10 to 15 minutes. If you feel you need to see the doctor for a complex medical issue, or have more than one problem, please inform reception when booking your appointment so that a longer appointment can be made. Every effort is made to provide an appointment with the doctor of your choice; however, for urgent matters this may not be possible. We try to keep as closely as possible to the appointed times, however if we are unable to do this, staff will inform you of any expected delays.

Please ensure your telephone number and address is correct and up to date.

Urgent medical problems will be dealt with promptly.

After Hours
In the event of an emergency, please call 000 for an ambulance.

To contact a doctor if you have an urgent matter, please ring (03) 9783 2445.

Nurse on Call – 1300 60 60 24
Call “Nurse on Call” if you would like some telephone advice

Emergency – 000
Call 000 for a serious or life threatening emergency

The closest emergency department is the:
Frankston Hospital
2 Hastings Road
Frankston VIC 3199
Phone: 9784 7777
10 minutes’ drive.

Patients are encouraged to visit the clinic to enable the doctor to deliver optimal care with full access to practice facilities and equipment. Regular patients who are unable to attend the practice will be referred to their usual doctor who will assess the request on its merits and make appropriate arrangements.

Come prepared with…

  • A clear idea of what you wish to discuss with the Doctor.
  • A list of all the medications you are taking, including prescriptions, non-prescriptions and herbal medicines.
  • Check the number of repeat scripts you still have so these can be updated if necessary.
  • If it is your first time with this doctor be prepared to give a family history.
  • If you think you need more than 10-15 minutes with your doctor, please book a Long appointment with the reception.
  • If you wish to discuss several separate issues, please consider making a separate appointment for each issue.
  • Ask the doctor to write down any specific directions about which you may be unsure.
  • At the end of the consultation, be clear whether a follow up appointment is required.
  • Minor surgical procedures require a double appointment with both the Nurse and the Doctor, please be sure to make both appointments.

Medical Centre
54-56 Cranbourne Road,
Frankston VIC 3199

There is ample onsite parking, including spaces for the disabled.

The practice is fully wheelchair accessible. A toilet facility suitable for wheelchair access is available onsite.

A wheelchair is available if needed.

Should you have any special needs, please discuss them with the receptionist or your Doctor.

Please make a further appointment with your doctor to obtain the results of any tests.

The doctor or pathology nurse will inform you of how long it will take for these results to be received by the clinic, so that a convenient appointment time can be made.

To maintain confidentiality, results will not be given over the phone except in special circumstances.

Be sure to securely store your referrals or prescriptions as there is a cost for the Doctor to re-print these.

Doctors will not be available to take calls whilst consulting. Urgent matters can be passed onto your Doctor via the reception team at the best convenient time to the Doctor.

Doctors expect to return patient calls when he/she is available to do so.

If an interpreter is required, the Translating and Interpreting Service (TIS National) can be contacted on 131 450.
Hearing impaired patients can contact

Option 1: TTY – 1800 555 630

Option 2: Use National Relay Services (NRS) via website

For your convenience we provide an automated SMS reminder system via text message one day before your appointment. If you do not wish to be notified, please advise the reception team.

As an as an accredited medical clinic, Medical Centre Frankston respect that your record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times, ensuring that this information is only available to authorised persons involved in patient care.

The “personal information” we collect may include your name, date of birth, address/es, contact details, ethnicity, Medicare number and next of kin details. It is clinic policy that on a regular basis patients will be required to confirm their details are up to date. Your assistance in keeping your file accurate, complete and well-organised are very much appreciated.

At any time, our reception team are happy to assist you in obtaining a copy of your medical records from another Medical Centre. Please ask for a Medical History Transfer Form.

For more information on our privacy policy please click here

Your feedback is important to us. We appreciate the opportunity to acknowledge great service and to improve any area of concern.
As part of our Quality Improvement process we have a Patient Complaint and Feedback procedure.

If you are a patient at this clinic and wish to discuss any concerns, we encourage you to contact the Clinic Manager to commence this process.

We take your concerns, suggestions and complaints seriously. However, if you feel we have not handled your complaint in an appropriate manner and wish someone to mediate on your behalf, you can contact:

Health Complaints Commissioner
Level 26
570 Bourke Street
Melbourne, 3000
Victoria, Australia

Phone: 1300 582 113

MAACG Medical Group Pty Ltd have a comprehensive Social Media Policy. The following is an extract from that policy.

All company employees and contractors must obtain the relevant approval from the social media responsible officer prior to posting any public representation of the company on social media websites. The company reserves the right to remove any content at its own discretion.

Any social media must be monitored in accordance with the company’s current policies on the use of internet, email and computers.

The company has appointed an employee as social media responsible officer to manage and monitor the company’s social media accounts. All posts on the company’s social media website must be approved by this employee.

The company complies with AHPRA national law and takes reasonable steps to remove testimonials that advertise the health services, which may include comments about the practitioners themselves. The company is not responsible for removing, or trying to have removed, unsolicited testimonials published on a website or in social media over which they do not have control.

Social media posts by employees or contractors on their personal social media platforms should:

  1. Include the following disclaimer example in a reasonably prominent place if you identify yourself as a company employee on any posting: ‘The views expressed in this post are mine and do not reflect the views of the clinic/company/committees/boards that I am a member of’.
  2. Respect copyright, privacy, fair use, financial disclosure and other applicable laws when publishing on social media platforms.

To obtain a copy of the full Social Media Policy please contact the Clinic Manager.

View our Privacy Policy by clicking here


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