Practice Policies

In a medical emergency, please call 000 and ask for an ambulance.

For out of hours medical advice, please call the After Hours GP Helpline on 1800 022 222 or visit https://www.healthdirect.gov.au/after-hours-gp-helpline

If you require medical assistance outside of our opening hours, please call Sunshine Hospital at 176 Furlong Road, St Alban on (03) 8345 1333.

At Brooke Street Medical, we use a secure automated SMS system to communicate with patients about results. Depending on the test that has been undertaken, a consultation may be required to receive results.

It is the patient's responsibility to follow up on their test results, and we actively encourage our patients to be proactive in their healthcare and book an appointment for results before leaving the clinic.

We will make every effort to contact patients with abnormal results. However, it cannot be assumed that test results are normal if there is no contact from our clinic. Patients should be aware of the potential seriousness of not attending follow-up appointments, recalls, or investigations.

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and in accordance with other applicable privacy laws.

Please click here to read our full Privacy Policy.

We take feedback, complaints, and concerns very seriously.

Please speak with us if you have any concerns, and where appropriate, we can arrange a meeting for you with a member of our Practice Management team.

Alternatively, you can express any concerns you may have, including those related to privacy, using our enquiries form (please link to form on the Contact page).

We will strive to resolve your concerns, in accordance with our resolution procedure. If you wish to take your complaint further, you may contact the Health and Community Services Complaints Commissioner in Victoria via https://hcc.vic.gov.au/

All consumers have the right to safe and high-quality health care. The Australian Charter of Healthcare Rights (the Charter) describes what consumers, or someone they care for, can expect when receiving health care. There are seven rights in the Charter. They apply to everyone and everywhere health care is provided in Australia.

Please click here to download a copy of the Australian Charter of Healthcare Rights brochure.