In a medical emergency, please call 000 and ask for an ambulance.
Click below for information about our privacy policy, after hours medical advice, accessing results, cancelling your appointment, and providing feedback.
Privacy
At Mostyn Street Clinic we are committed to protecting your privacy and the confidentiality of your health information and to handle your personal information in a reasonable manner in accordance with the Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation.
We have developed a Privacy Policy to protect your information, which explains and outlines how we collect, use, and safeguard your personal and health details in compliance with Australian privacy laws and RACGP standards.
We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes
If you wish to view of our policy please ask our reception staff for a copy or see here.
After Hours
In a medical emergency, please call 000 and ask for an ambulance. Emergency services can also be reached on 112 (if limited or no mobile service) or 106 (SMS text-based relay service for people who have a hearing or speech impairment).
For afterhours medical advice please call Nurse-On-Call on 1300 60 60 24 / 1800 022 222 or visit Nurse-On-Call / HealthDirect
The closest urgent care clinic is located at Castlemaine Hospital, 142 Cornish St, Castlemaine 3450 Ph: 03 5471 3555
The closest emergency department is located at Bendigo Health, Drought Street, Bendigo 3550 Ph: 03 5454 6000 or visit Bendigo Health Emergency Department
Accessing Results
Your doctor will discuss with you how to expect to receive your results. Most commonly this is via text message or telephone call. Reception is unable to provide results over the telephone and nursing staff can only do so under doctor’s advice.
It remains the patient’s responsibility to follow up on outstanding results and we suggest calling reception to make a follow up appointment after any tests are performed. This consultation can be in person or over telephone/telehealth.
Should you wish to have a printout of any test results, please discuss this with your doctor during your follow up consultation.
Feedback
Mostyn Street Clinic is committed to providing high quality care and service to all members of the community. Should you have any concerns or suggestions on ways we can improve, please contact us via telephone 03 5472 1255, email admin@mostynstreetclinic.com.au or in person at the clinic. You are also welcome to speak with your doctor or there are feedback forms located in the waiting room or from reception.
We encourage you to contact us directly however, you can contact the Health Complaints Commissioner on 1300 582 113 or via their website.
We aim to resolve any matters raised promptly and fairly.
Appointment Cancellations
If you are 15 minutes or more late to an appointment, you will be noted as a ‘failing to attend’ and we cannot guarantee you will be seen. If you know you will be running late, please call ahead and advise the clinic and we will try our hardest to keep your appointment.
We understand that unforeseen situations can arise and you may not be able to attend your scheduled appointment as planned. If you need to cancel an appointment, we ask that you provide us with minimum 2hours notice to ensure another patient can be seen. We will happily reschedule your appointment as appropriate.
Frequently failing to attend an appointment may result in an ‘FTA’ account of $75.00. This will need to be paid before you can schedule any further appointments.
We appreciate your understanding and cooperation with this.
