Patient Information

North Road Medical General Information

  • Appointments
  • Onsite Pathology
  • Telephone Access
  • Fees and billing arrangements
  • Getting the results of any test or procedure
  • Reminder System
  • Interpreter Service
  • Transfer of your Medical History
  • X-Rays
  • Complaints and Suggestions


Please ring 9576 9311 for an appointment. Every effort will be made to accommodate your preferred time and GP. Emergencies will always be given priority and our reception staff will attempt to contact you if there is any unforeseen delay or your GP has been called away. 

Longer consultation times are available, so please ask our receptionists if you require some extra time. If you or a family member requires an interpreter service, we can organise this for you. Please let us know when you make the appointment.

Online appointments are available via HotDoc for your convenience to book at anytime. Visit our bookings page to book online.

We are aware that your time is just as important as ours and we do try to run on time. However General Practice is full of unexpected emergencies and problems which may be more complicated than they first seem. We therefore hope you will understand that if we run late, it is because we are devoting as much effort to another patient’s problem as you would expect us to dedicate to yours. Accidents and genuine emergencies are attended to urgently and life threatening problems are seen immediately. This can also result in unavoidable delays.

Please notify us well in advance if you are unable to attend an appointment. This can be used by another patient.

Long Consultations: If you require more than a 15 minute consultation, or if you have more than one problem to discuss, please advise the reception staff when booking your appointment. Then an extended consultation appointment will be made.

Home and other visits: Ongoing home care is available to those unable to attend the surgery. If it is impossible for you to attend because of severe illness, please telephone the surgery as soon as possible after 8am to arrange for a doctor to visit. Every effort will be made to send a regular doctor from the surgery. However if this is not possible then our locum service will be contacted for you. The doctors also regularly visit Residential Care facilities and hospitals in the area.

Telehealth: Telehealth consultations are available to all our patients. Visit our telehealth page to learn more.

Care Outside Normal Opening Hours Arrangements: If you require care outside our normal surgery hours, please contact our 24 hour Locum Service on 9429 5677.

Pathology Service (On-Site Collection Centre)

Clinical labs

Australian Clinical Labs is our preferred pathology provider, using the on-site service ensures patient result continuity. This service operates Monday to Friday 8:00am to 4:00pm. Closed on Weekends and Public holidays. No appointments are necessary for routine pathology tests. 

24 Hour ECG & Blood Pressure Monitoring & Spirometry are available by appointment.

All patients are welcome. You will experience a friendly, personal and professional environment.
Pathology Diagnostics (Caulfield South Collection Centre) – Direct Phone Number 03 9576 7755

Telephone Access

GPs in the practice may be contacted during normal surgery hours. If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call. Your call will always be put through to the GP in an emergency.

GPs in the practice prefer not to do prescriptions or referrals to specialists over the telephone. We believe patients on regular medications should have their condition(s) reviewed periodically.

The fee for a visit for these items can be negotiated with the doctor at the time of appointment, if it is a consultation for a script or repeat referral only then the visit would usually be bulk billed.

If a patient does not want to see a doctor – the prescription or referral may be done over the phone at the discretion of the doctor and it will attract a $15.00 fee, this is not claimable through Medicare.

Fees and billing arrangements

During the week the GPs at this practice bulk bill Children 9 years old and under, Veterans and Pensioners who were patients prior to 16/08/2008 and on the pension at that time.

All Concession Card holders and Pensioners who joined the practice after 16/08/2008 and current patients who become eligible for a pension card after 16/08/2008 are billed at a concession rate.

Fees are payable at the time of consultation by cash, cheque, Bankcard, MasterCard or Visa. The AMA Fee structure forms the basis of our billing policy and is displayed in the reception area of the surgery. If you have any difficulty in paying our fees, please discuss it with the doctors.  Private accounts that are paid on the day are eligible to a $10.00 discount.

On Saturdays all patients are privately billed.

If you are any concerns regarding our fees, please discuss
them with your doctor as they have discretion regarding the fees.

If you require any investigations or procedures during your consultation, the doctor can make you aware of any cost(s) you may incur.

If you are referred to a specialist, you should ask that specialist about fees and other costs that may arise.

Reminder System

Our practice is committed to preventive care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventive health services appropriate to your care. If you do not wish to be part of this system please let your doctor or the receptionists know.

Interpreter Service

English is the main language spoken at the surgery. If you are not proficient in English, it is highly advisable that a family member and/or friend be used to interpret OR we can make use of the interpreter service, with the patient’s permission.

Transfer of your Medical History

If you wish to transfer your medical history to another GP, you will need to ask your new GP to forward us a signed consent form to transfer your medical history. We will forward a medical summary to your new GP to help maintain continuity of care. If you require your whole history to be transferred, this will be done under the Health Records Act. A fee may/will be charged for this service. You will be advised of the fee, as we prefer pre-payment.


We strongly encourage patients to pick up and store their own X-Rays for future comparison. We destroy all X-Rays after 12 months.

Complaints and Suggestions

We constantly strive to give you the best possible care and attention. If you have any suggestions or are unhappy with any aspect of our service, please feel free to talk to your doctor or the receptionists or you may prefer to make a written complaint/suggestion. You do not need to give your name. We take your concerns, suggestions and complaints seriously. We also welcome positive feedback. However, if you wish to take the matter further and feel that you need to discuss the matter outside of the surgery there are several options available including The Medical Registration Board, AMA or Health Care Complaints Commission in Victoria at 570 Bourke Street, Melbourne, VIC 3000 or Phone 1800 136 066