Upwey Doctors – Patient Information

Appointments are needed to see a doctor or nurse to have a non urgent matter attended to. A scheduled appointment is usually 15 minutes in duration and would mean that you come in for a reasonably simple visit to deal with one matter. If you have more than one matter to deal with or have complex issues,need forms filled out,need medicals or have mental health matters, this would usually require a longer appointment and the next one is of atleast 30 minutes duration. This appointment gives you a good chance to have a few things resolved in the best possible way, without inconveniencing other patients waiting after you. Any medical examination or forms that need filling will require a longer consultation.

Here at Upwey Doctors, we regularly review our appointment availability and try to run a flexible approach to booking appointments in order to get patients seen when necessary. Whilst we do our utmost to accomodate you, outlined below is what you can expect from us.

We operate with two types of GP appointments. One is a scheduled appointment and the other is a walk-in/on the day appointment You can expect to be offered one of these on the same day you contact us (although same day consultations should be requested via telephone or face to face at reception). If you are offered an on the day appointment with a GP on the same day, you maybe required to wait as patients with scheduled appointments will be given preference over you.Children who are sick are usually given priority at all times and please advise the receptionist if you are concerned at the time of making the appointment.

Appointments can be pre-booked up to 3 months in advance and can be booked with our reception team on 9754 7566 or at the reception or online. You can also request either appointment type online or via email and you will receive a call back from our reception team within 24 hours of your request being received with a definite appointment, and every effort will be made to meet your time and day requirements.

In addition to the traditional phone call and booking,to make it easier, we now have the option of booking online on our web site www.upweydoctors.com.au. Please avail of this service as much as possible,for your convenience

We offer a mixed billing service where patients are billed privately if they do not hold a Health Care Card or a Pension Card. Children under the age of 16 are also bulk billed. The above categories do not pay any out of pocket expenses. We charge privately for all patients who do not fit into these categories and the costs for various appointments can be found out by calling the

If you have your Medicare card details on file and pay privately, the Medicare rebate can be immediately credited into your account soon as you finish your consultation. Please enquire regarding this at the front desk. We accept all major Credit Cards, Debit Cards and Cheques



To give you the care you need, we keep information about your visits to surgery staff involved in your care or treatment. These could be visits to a GP or practice nurse, or a visit by a health visitor. We keep information about your health and lifestyle and any illnesses, tests, prescriptions and other treatments that you have had. When this information contains things that can identify you, such as your name, address, post code or date of birth, it’s called your personal health information. Your personal health information is stored securely on computer.

We sometimes share your personal health information with other organizations involved in your healthcare. We only share relevant information. For example, when your GP refers you to a specialist at the hospital we send relevant details about you in the referral letter and receive information back from them about you. We sometimes share information including your name, address and date of birth so that you can be invited for health screening.

We also need to use your personal health information for administrative tasks, but we only use relevant information. So that we can be paid for services we give you, we share information about you with relevant Medicare & Department of Health organizations. These organizations help to check that public money is being spent properly. The surgery must allow these checks to be done and we need to share your information to be able to give you healthcare services.

Sometimes, we might use information about you and other patients’ to help improve our services or to check that they are up to standard. Whenever we do this we will make sure that as far as possible we don’t share any information that could identify you.

The surgery is sometimes involved in health research and in teaching student nurses, doctors and other staff. We will not use or share your personal health information for research or teaching unless you have given your permission.

Where you need a service that we give jointly with your local authority, we will ask your permission before giving them your information.

Sometimes the law requires us to pass on information to other organisations. For example, we have to report all births, deaths and certain diseases or crimes.

The law sets out how we can use your personal health information. The Data Protection Act gives you rights about how your personal information is used, including a right to see the information we hold about you.

All Department of Health staff have a legal duty to keep information about you confidential and they follow a staff Code of Practice on Protecting Patient Confidentiality. If you have any questions about how we use your personal health information, or would like to see your health records please contact our Practice Manager. If you have any queries about issues in relation to Data Protection or Confidentiality, please ask to speak to the Practice Manager.

PLEASE NOTE: We have a room available if you need to speak privately to a receptionist. Please make your request at reception

If you would like to know more,please pick up our Privacy Booklet from the front desk.

Upwey Doctors recognises the importance of privacy, confidentiality protection for all our patients and those that visit our website and our Practice.

We will make this Privacy Policy available to anyone who asks for it.

Our principal concern is and always will be the health of patients who visit our Practice. To ensure our patients can feel confident with giving our Practice information a high level of trust and confidentiality is maintained constantly.

Our already established culture of confidentiality is in line with the Federal Privacy Act 1998 and National Privacy Principles, which in 2001 was amended to include the Private Health Sector throughout Australia. Our Practice obligations have no exceptions to the Privacy Act in regards to the personal information we hold in trust. Thus we can ensure that our patient’s privacy will be protected when visiting our website or our Practice.

How we use and disclose information collected
Understanding that the information we collect both on our website and at our Practice is often of a highly sensitive nature, our Practice will always ensure that it is compliant with the highest privacy standards to keep all personal information secure and protected. All information is stored electronically and is password protected on several levels. All employees and contractors that work with and at Upwey Doctors are required to sign and comply with our comprehensive confidentiality agreement.

To ensure our patients are provided the best treatment for medical and/or allied health services the Practice, on behalf of the practitioners and the practitioners themselves may collect personal information (including Health information) to meet this purpose.

The personal information collected will include, but is not limited to:

  • Patient’s Name
  • Address
  • Telephone Number
  • Medicare Number
  • Health Care/ Pensioner Card Number
  • Current Drugs/Medication or treatment used by patient
  • Current and Previous medical history, including where clinically relevant, family medical history
  • The Name of any health service provider or medical specialist to which the patient is referred
  • Copies of any letter of referrals and any reports relating to the patient

Patient information will be shared within our Practice for administrative and billing purposes, also to enable the patient to be attended by other practitioners who provide medical and allied health services at and from our Practice.

The practice may access information:

  • Provided directly by the patient to our Practice
  • Provided on patient’s behalf with their consent
  • From health service providers / medical specialists patients are referred to
  • From health service providers who refer a patient to medical / allied health practitioners working within our Practice premise

Collection of personal information by Upwey Doctors may be used or disclosed if required by law, if there is a serious threat to the health or safety of an individual or to public health and safety, for referral of patients to other health service providers or medical specialists, for the purpose of which the patient was advised and to provide the patient with the best health treatment.

The collection and disclosure may also be used for the purposes of billing, liaising with Government departments regarding Medicare, training, to facilitate any improvements on our services and may be at times required by Upwey Doctors insurers.

Health information is kept for a minimum of 7 years for adults from the last occasion in which health service was provided to the patient. If the person is under the age of 18 then records must be kept until the person has attained 25 years of age.

Information is also collected about the medical and allied health practitioners, directly from them or with their agreement, who provide services within our Practice.

This information includes:

    • Their Name
    • Address
    • Telephone number
    • Qualifications and experience
    • Insurance information

Other than what is stated within this policy we will not sell, distribute or disclose any personal information to any third party.

Website Security

We endeavor to ensure our website is as secure as possible; however, users need to be aware that the World Wide Web is not a secure medium. Upwey Doctors and its associates take no liability for any interference or damage to a user’s computer system, software or data occurring in connection with our website. We strongly recommend user’s take appropriate measures to ensure their computer is protected against third party interference whilst on the web.

External links to other websites

This site may contain links to external websites which Upwey Doctors adds to improve the service we offer and expand upon the information readily available to you. Once a user decides to click on a link and navigate away from our website, the privacy policy noted here is no longer in effect. Users are recommended to familiarise themselves with the privacy policies on these websites once they browse and interact with them.
Recommendations or views purported on these websites are not necessarily reflective of those of Upwey Doctors.

If you wish to discuss this policy, lodge a complaint or access your information

If you wish to complain to us regarding a breach of privacy, access your information held by us, correct any of your information held by us or find out more about how we handle personal information we can be contacted through below:

The Manager
Upwey Doctors
78-80 Main Street
Upwey, Victoria 3158
Ph:(03) 9754 7566
Email: admin@upweydoctors.com.au


The National Privacy Commissioner is able to receive complaints concerning privacy issues. Complaints here will have a response within 28 days.

National Privacy Commissioner
Privacy hotline 1300 363 992.
GPO Box 5218
Sydney NSW 2001

Ample parking is available on site including handicapped/disabled parking.