Practice Policy


Practice Policy


New Patient Identification

All new patients (apart from minors) are required to present photo identification at the time of registration, as well as their Medicare Card and any Concession or Healthcare Cards.


Patient Contact Details

To ensure that you receive effective communication from our clinic, we highly recommend that patients notify our reception staff of any change in their address and contact phone number.

Additionally, it is important to keep our staff updated on any changes to your Medicare card and Health Care Card details.



The Elms Family Medical Centre is proud to be an Accredited General Practice. What this means is that our practice has passed the stringent assessment of AGPAL (Australian General Practice Accreditation Limited) in achieving the standard of excellence in General Practice.

Our clinic was the first to achieve accreditation in the Central Highlands General Practice Network region, and has maintained this status continuously since 1999.

This is an ongoing process, with re-accreditation every three years. Further details may be obtained via the AGPAL website:

Agpal Logo 


Fees and Billing

Information about our clinic fees, billing procedure and bulk-billing policy can be found by clicking here.


Prescriptions for Drugs of Dependence

It is our clinic policy that drugs of dependence, including Schedule 8 Controlled Drugs (narcotic painkillers) and certain sedatives, will not be prescribed to new patients at their first appointment. These medications have strict legislative controls regarding their use and they are illegal to prescribe without a valid Government-issued permit.


My Health Record

The Elms uses a computer-based medical record system that can interact with the Australian My Health Record. Patients can elect to have a personally controlled, password-protected electronic health record created that can include a medication list, allergy list, medical condition list, immunisation history, and prescription record. Having a My Health Record means that, with the patient's permission, other doctors and hospitals within Australia can see important medical information about a patient, improving safety and continuity of treatment. This is ideal for those with complex medical conditions, and also for travellers within Australia in case they need to seek medical care. In the future, it will also be possible to include pathology and x-ray results, as well as hospital and specialist letters.

Please speak with your doctor if you are interested in registering for a My Health Record.

My Health Record 


Privacy Statement

The protection of the privacy of your personal medical records is of utmost importance to us, and we will not release information contained within your records to family, friends or others in any form (verbally, in writing, or electronically) without your permission.

Our clinic has in place a privacy protocol that fully complies with state and federal privacy legislation. It is the policy of our clinic to maintain the strictest security and confidentiality of your personal health information.

As a fully computerised medical practice, all your records are stored electronically. Access to these files is restricted by password and all electronic communication with pathology and radiology providers, as well as specialists, is via secure encrypted connections.

Please speak with reception if you would like to view our clinic Privacy Policy.


Transferring records to another practice

If you wish to have a copy or summary of your medical record transferred to another practice, your signed consent requesting such transfer must be received from another medical practitioner.

For the transfer of an entire family's records, signed consent must be provided by each member over 16 years of age, in order to comply with privacy policy.

Depending on the size and complexity of your file, a fee may be charged to you for copying, collating and sending the record on your behalf.

Please note that your original record will be retained at The Elms as required by law.


Disabled Facilities

Our clinic provides access and facilities for the disabled, and our staff are keen to assist in any way required.

There is disabled parking immediately outside the front of our clinic, internal ramps, as well as disabled toilet facilities within the clinic.

We also have a wheelchair that may be used to help move patients from their vehicle to the clinic. Please enquire with our receptionists if you need assistance.


Zero Tolerance of Unacceptable Behaviour

For the safety and consideration of our staff and patients, we will not tolerate any behaviour that is threatening, abusive, violent or aggressive.

Any person conducting themselves in this way will be asked to leave the premises immediately. Non-compliance with such a request will result in police intervention.

In circumstances where there is recurrent unacceptable behaviour, it is our policy to remove offenders from our patient list.


Feedback and Complaints

We strive to deliver a quality family medical service and appreciate feedback from our patients. We consider this as an opportunity for improvement and invite patients to discuss any concerns with their doctor, or to complete a Patient Feedback/Complaint form which is available from our reception.

Alternatively, comments may be placed in the Suggestion Box on the table opposite the reception desk, or patients may contact our Practice Manager, Ms Mandy Harrington, on 5367-6662.

Electronic communication of a non-medical nature can be via our business e-mail:


If you wish to take your complaint to an external authority, you may contact the:

 Health Services Commissioner

30th Floor, 570 Bourke Street

Melbourne 3000

Phone: 1300 582 113