Tel: 9579 3866 | Fax: 9579 2220

82 Mackie Road
Bentleigh East 3165

What to expect from your video consultation

Who can book a video consultation?

Only existing patients of our clinic can book a video consultation with us. Bookings can be done online via HealthEngine, or by calling us on 9579 3866.

New Patients’ first consultation has to be face-to-face and can be only booked by calling us on 9579 3866.

Can a carer or a guardian book a video consultation?

The same privacy principles apply for video consultations as for face-to-face consultations. The video consultation is for patients not for their carers. Yes, the carer can book a consultation on behalf of the person in their care but the patient must be present at the time of the consultation and give us consent to discuss a particular issue on that day with their carer where necessary. If the carer and patient cannot be in the same place for the call, we can call the patient to get their verbal consent to the doctor calling the carer directly. Please let us know if the patient will not be able to be on the call with the doctor and carer.

How can I book a video consultation?

You can book online via HealthEngine website directly or the HealthEngine link on our website, or by calling us on 9579 3866. Please let us know if you prefer the video call on your mobile or your computer.

If you prefer on your mobile phone, on the day we will SMS you the link from GPConsult to follow.

If you prefer your computer, you will need to have ZOOM downloaded and wait for our call to provide you with the meeting ID and password to enable a secure connection on the day.

Also, at the time of booking, please check with us that the mobile phone number we have recorded on your file is up-to-date.

How long is the video consultation?

The standard video consultation is 10 minutes per patient to cover one issue. You may need to book a longer consult if you have more than one issue to discuss.

How much does it cost?

All video consultations are currently bulk-billed meaning that by booking a video consultation with us you consent to assign the Medicare benefit to us as full payment for the service provided. In simple terms, you, the patient, acknowledge that the service was provided and the Medicare benefit can be paid to the practitioner.

Who can I book a video consultation with?

We encourage our patients to book a video consultation with their regular doctor for continuity of care. However if your doctor is currently away or unavailable you can book a video consultation with any of our doctors as they will have access to your medical records.

What happens on the day?

We will call you!

Appointment times are approximate and you must be near your mobile phone or computer for 2hours (1/2hour before and 1.5hour after your booked slot). We will try to adhere to the appointment times. However, some appointments currently are taking longer than usual and we may have an emergency to deal with on the day as well.

We will make 2 attempts to contact you, if you do not answer the call it will be considered as ‘Did Not Attend’. A cancellation fee may be applicable and a new appointment has to be scheduled if still required.

Please note, the phone call may come from unknown or private number.

Please only call us if you did not hear from us within 2 hour timeframe.

What is the cancellation policy?

If you cannot keep your appointment or you need to reschedule it, you will need to call us. We know your time is valuable, as is the time of our doctors’. We require 2 hours’ notice so that we can give your appointment time to another patient who can attend.

A cancellation fee of $50 for standard GP consultation applies to non-attendance or late cancellations (less than 2 hours prior to your appointment). The fee is not rebatable through Medicare.

If there are any circumstances beyond your control which prevent you from cancelling your appointment with sufficient notice you should let us know as soon as possible.

What to do if I become very unwell in the meantime?

You need to call the COVID-19 hotline number on 1800 675 398 or 000 for emergency.

What happens after the consultation?

A face-to face consultation may be still required after the video consultation and will be charged separately as per our standard fee schedule as not every query can be resolved via video consultation.

If this is the case, reception staff will ask you some triage questions to ensure we book the correct appointment type for you.

We ask for your patience and understanding as it does take time to cover them all and we ask you to answer with the utmost honesty and respect. The current protocols have been dictated by the severity of the current situation around the novel coronavirus and have been implemented to protect our patients and staff.

Our Hours

  • Mon to Fri
    8.30am-7.00pm
  • Saturday
    9am-1pm
  • Sun/Public holiday
    9am-12pm
  • By Appointment Only
  • The clinic hours for patients to call us remain the same as before.

Book a Service

  • Childhood Immunisation
  • Skin Cancer Checks
  • Travel Health Advice

About Mackie Road Clinic

Here at Mackie Road Clinic we have been part of the East Bentleigh community for over 60 years, caring for local residents of all ages.

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Contact Us

Mackie Road Clinic
ph. (03) 9579 3866
fax.(03) 9579 2220
www.mrclinic.com.au

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