Last updated on 10 November 2023

Your privacy

At Diamond Creek Medical Centre, we respect your privacy and the confidentiality of your personal health information, we follow the Royal Australian College of General Practitioners “Handbook for the management of health information in private practice” and the Australian Privacy Principles

Our practice has a written policy on privacy of personal health information, a copy of which is available at reception.

Communication Policy

Our aim is to facilitate optimal communication opportunities with our patients and the General Practitioners.  Staff are mindful of confidentiality and respect the patient’s right to privacy. DCMC prides itself on the high caliber of customer service we provide, especially in the area of patient security, confidentiality, right to privacy, dignity and respect. Staff are aware of alternative modes of communication used by patients with a disability or a language barrier

All new and existing patients in the practice are advised via our New Patient Form and signage within the practice about our communication policy, and are asked to provide consent to agree or disagree to be communicated with in this manner. It is acknowledged by the practice that consent is implied if the patient initiates electronic communication with the practice.

During opening hours staff will aim to answer every call made to the practice, at times you may be put on hold as staff attend to multiple phone calls however staff will assess for Medical Emergencies and Urgent Queries prior to doing so. Staff are aware of each the Doctor’s policy on accepting or returning calls. In non urgent situations,  patient’s can leave a message for subsequent follow-up by a doctor. Patients are encouraged to make an appointment. After Hours, A comprehensive phone answering message is maintained and activated to advise patients of how to access medical care outside normal opening hours.

Patients are able to obtain appointment reminders by electronic means via HotDocs. Patients are able to opt out of this system at any time either via the Hotdoc app, or by advising reception staff at the practice.  Electronic communication includes: email, fax, and SMS. Practice staff and the Doctors determine how they communicate electronically with patients, both receiving and sending messages. All significant electronic contact with patients is recorded in the patient health records. DCMC values our patients privacy and acknowledges the risk for potential for miscommunication when electronic communications are used. As such at this time neither our Staff and the Doctors will communicate with patients via email as it is not a recommended secure messaging system.

Reminder Systems: DCMC use a sms system for health reminders including as per the National reminder system  and can  include immunisations, reminders for annual /biannual tests, Cervical Smear tests,  bowel and prostate tests, skin checks, follow up appointments, appointment reminders and availability of test results. If you wish to opt out please advise reception.  Please be advised if you choose to opt out of this system you may not receive all of these reminders, however urgent medical results will continue to be followed up by the Doctor.

Feedback and Complaints

We encourage you to let us know how you feel about any aspect of care received at this practice. Please speak to our Practice Manager about any issues related to the service provided by any member of our team or one of the Doctor’s.

Patients wishing to make a complaint about any health service in Victoria can contact Health Services Commissioner Complaints and Information

Telephone: (61 3) 8601 5200

Toll Free: 1800 136 066


Or write to Health Services Commissioner, 30th Floor, 570 Bourke St, Melbourne, Vic, 3000

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