Information for patients

• Fees are based on those recommended by the Australian Medical Association. The doctors provide significant discounts to holders of a health care card and pensioners.
• If your medical care is placing you in financial difficulties, please discuss this with your doctor, who may then reduce your account.
• Mastercard and Visa cards are accepted, and EFTPOS is available
• We also have Medicare easy claims available to collect your Medicare rebates online on the spot after you pay your account.
• All fees are updated as of 21st of Apirl 2026

We kindly remind all patients that a Did Not Attend (DNA) fee will apply if an appointment is missed without prior notice.

• $50 for standard (short) appointments
• $70 for long appointments

Patients with any outstanding DNA fees will be required to settle their account before booking future appointments.

To avoid incurring a DNA fee, please ensure that any cancellations are made within the following timeframes:

• For appointments scheduled before 1:00 PM: cancellations must be made by 4:00 PM on the previous day.
• For appointments scheduled after 1:00 PM: cancellations must be made by 10:00 AM on the same day.

We appreciate your understanding and cooperation in helping us manage our appointment schedule efficiently and maintain access to care for all patients.

We accept walk in patients as well as patients who have made a prior booking. Priority is given to patients who have made a booking. New patients are encouraged to bring a health summary from their previous clinic and transfer their records prior to their first visit is desirable.

Our appointment system caters for urgent, non-urgent, complex, planned chronic care and preventative healthcare. Please book a long consultation (20min to 30min) if you need more time with your GP. Urgent appointments will be placed on a cancellation list and will be seen by the next available GP. Please advise reception staff if you believe you require an urgent appointment. Urgent appointments will be triaged by the nurse on duty.

After hours healthcare is available at Royal Traralgon Medical Centre. Alternatively, please call Doctor on 0351745350 after normal clinic hours (5.00pm each weeknight to 9.00am the following morning, weekends and public holidays).

After hours consultations are carried out as phone or video consultations. A standard after hour phone or video consultation is billed at $150. Card details need to be provided before the consultations and please note that there is no Medicare rebate applicable for these.

If you are a regular patient and can’t travel to the medical centre, your GP may be able to visit you at your home, as long as you reside within a reasonable distance, being a 5km radius. This is at the discretion of your GP. These visits can be arranged by calling the clinic between 9.00am and 5.00pm, and speaking with either the nurse on duty or the receptionist.

Please call Triple Zero (000) or go to your nearest hospital.

The closest hospital to the centre is:

Latrobe Regional Hospital

10 Village Avenue, Traralgon West, Victoria, 3844

Telephone: 03 5173 8000

Fax: 03 5173 8444

Nurse on call: 1300 60 60 24

For non-English speaking patients our clinic utilizes the Dept of Immigration Interpreting:

Service Telephone translation 131 450

Australian interpreter 1300 287 526

This medical practice has a Zero Tolerance for abusive or threatening behaviour directed against staff or patients. This includes shouting, swearing, threats, name calling, racist comments and inappropriate gestures.

Without exception, abusers will be required to leave the clinic immediately and transfer their medical care to another practice. Refusal to leave will result in the police being called.

Royal Traralgon Medical Centre have established policies in place relating to communication with patients within our practice. Our communication policy is an important document that helps to protect your privacy whilst ensuring consistency and accuracy in our practice procedure.

We have included a copy of our practice Communication Policy Royal Traralgon Medical Centre for your attention.

The Doctors may be contacted during normal practice opening hours. If the Doctor is in a consultation, a message will be taken, and our receptionist will follow the message up with your doctor. If your matter is urgent, please call 000. The clinic email account admin@tramed.com.au is not monitored daily & we recommend all high priority enquires be directed to a receptionist on 03 5174 5350. We will endeavour to respond to emails within 2 business days.

Cultural identity monitoring is an important aspect of General Practice. When you attend a doctor’s clinic you may be asked to complete a patient registration form at the reception desk, this form includes questions about your ethnic group and/or cultural identity. Everyone belongs to a group, so all of our patients are asked to describe what ethnic group you identify yourself with.

We provide services to a diverse and multi-cultural community and are asking patients their language needs.

Ethnic data is collected to better understand the needs of patients from different groups and to help our doctors to provide better and more appropriate services. We also collect ethnic data to identify patients at risk – some groups are more at risk of specific diseases. Ethnic group data can assist staff to ensure that you access appropriate services and help us to understand your individual needs.

Royal Traralgon Medical Centre welcomes new patients. Please click here to download our New Patient Registration Form Or complete your details via the HotDoc app.

If you have relevant medical information at another practice, we can organise for your transfer of records by completing a transfer of history form. The reception staff can forward the request to your previous doctor on your behalf.

During your first visit, the doctor will collect information about your past history and current health status. All information gathered is treated with the strictest confidentiality. All information gathered about you is used to allow the doctor to provide the best care for you. If you have a long medical history, complex issue or require a second opinion, please request a longer appointment.

If you would like more information, please call 03 5174 5350 and our friendly reception staff will assist you.

It is illegal to backdate or issue a medical certificate without seeing the doctor for a consultation. If you require a medical certificate, you must see the doctor on the day of your illness.

We have wheelchair access and wheelchairs available for patients use. There is ample parking, and a disabled car space clearly marked at the entrance to the practice. Our practice has been designed wheelchair friendly with flat, wide open access for patients with a disability, injury, prams and pushers. Please discuss your needs with the reception staff.

In the interest of your good health and well-being, the doctors at this practice abide by best practice procedures and request that you make a brief appointment for ongoing prescriptions. It is a legal requirement under the Medicare Act that a referral to a specialist only be given after due consideration by the treating doctor. The doctors at this practice

referrals to specialists or medical certificates.

Inform the reception staff of your needs at the time of booking your appointment.

Patients are required to make a follow up appointment with their doctor to discuss results, please note due to privacy we are unable to provide results over the phone.

If urgent results are received patients will be contacted by our practice nurse to make a follow up appointment.

Our Reminder system provides ongoing and preventative care to all patients. You will be sent a reminder SMS when it is time for your check up or immunisation.

We must obtain your consent to send these recalls & reminders. If you do not wish to participate in our system, please inform the receptionist.

As you can appreciate our doctors are busy attending to other patients if your call is deemed urgent, you will be put through to the doctor. For all other matters of a non- urgent nature, the reception staff will take a message, and the doctor will return your call at the end of session.

For all Telehealth appointment bookings, please navigate to the HotDoc app and select “Phone consult” appointment type, or book with our friendly Reception staff.

You will be pre-screened prior to confirming your Telehealth appointment to ensure that you meet Medicare’s eligibility requirements and have presented to the clinic for a face to face consult within the last 12 month period.

It is recommended to keep your phone nearby, ensuring you have silent mode switched off, ready for your Telehealth call from your Doctor. At times, your call may appear as a No Caller ID.

Although we aim to contact all Telehealth appointments as promptly as possible, there are times that your doctor may run behind schedule for your Telehealth appointment. Please call Reception on 03 5174 5350 if your appointment runs behind schedule and we will follow up with your doctor.

Following your Telehealth consultation, if you require documentation such as Medical Certificates or Referrals, we can email this directly to you. In order for Reception to forward your documents via email, you will first be required to send an email to admin@tramed.com.au with your name, DOB and request. Reception will endeavour to respond with all requests as promptly as possible.

The introduction of Victorian and Federal Government Privacy Legislation in 2002 creates certain legal obligations for doctors as to how personal health information may be conveyed to patients. In line with these requirements, it is necessary for patients to make an appointment to see their doctor for follow up of all test results. This includes those of a routine nature, unless otherwise advised by the treating doctor.

This follow up consultation will be Bulk Billed.

Please let the receptionist know if you have changed your Name, Address or Telephone Number/s.

If your child has a different surname to yours, please make the appointment under the appropriate names.

If you have a new baby, ask our receptionist to help you to register your child with Medicare.

Royal Traralgon Medical Centre collects and holds personal information about you.

Information is collected for the provision of providing medical services. Accurate and up to date information is required to ensure that we may properly assess, diagnose & treat your illness adequately & be pro-active in your health care needs. Information is collected at the time of patient registration & throughout the course of providing medical services.

Our Privacy Policy & health record management system is in line with the Victorian Health Records Act 2002 and the Commonwealth Privacy Act 1988.

Patients may access their information held by the Practice. Please speak to our practice staff about our policy and processes for accessing your information.

Our Privacy Policy is available at reception or by clicking the following link. Privacy Policy Royal Traralgon Medical Centre 2024