Patient Information

You may contact the practice by telephone, fax or email. Emails are not monitored 24/7, thus this cannot be used as a form of communication in an emergency.

• Telephone: 03 9999 2778
• Fax: 03 9999 2774
• Email: admin@medicalhubrmit.com.au

Your privacy and confidentiality will be maintained at all times in accordance with the relevant Privacy regulations. Our privacy statement is available here.

Your medical and non-medical information will not be shared with RMIT university under any circumstances. Your RMIT student or staff numbers will not be recorded on the Medical Hub records, and thus these must be sighted at each consultation to ensure your eligibility for
bulk/direct billing or the appropriate discount is applied.

The Doctors may take phone calls from patients in some circumstances, although to maintain your privacy, if they are consulting with another patient at the time of your call, the Doctor may need to call you back.

New patients are welcome at Medical Hub.

Please arrive 10 minutes before your consultation to fill in the New Patient registration form or register as a new patient online. This will assist our reception team to prepare your file for your GP visit. You may like to down load these forms prior to your visit, complete and hand in or email to our Reception team on admin@medicalhubrmit.com.au

When registering, please let our reception team know if you identify as Aboriginal and Torres Strait Islander and/or Culturally and linguistically diverse.

We understand that circumstances arise at times requiring you to cancel or reschedule your appointment. Where possible, please provide reasonable notice, ie. a minimum of two hours notice is ideal.


A minimum 2 hours notice is required to cancel an appointment without triggering a fee of $30 – $40 depending on the length of your appointment

Reception will endeavor to book your appointment with the Doctor of your choice, although for urgent matters this may not be possible.

A standard consultation at Medical Hub is 10 to 15 minutes. The Doctors practicing from Medical Hub make every effort to run on time, although emergencies do occur from time to time which may cause a delay. The Reception team will make every effort to inform you of any delays. If you need to discuss a complex issue or a have more than one problem to discuss, please advise reception when booking an appointment so that they may book an extended appointment. You may do this online also.

Please ensure your telephone number, address and email address is correct and up to date.

In the event of an emergency, please call 000 immediately or present to the nearest Emergency department. The nearest Emergency Departments to Medical Hub are:

If you require medical care after hours, please ring the locum service, Doctor Doctor on 13 26 60. This service is bulk billed for Medicare card holders and Direct Billed for Medibank Private insured patients of Medical Hub.

The Practice Nurse team is available to support Doctors and patients at Medical hub during all opening hours.

The Doctors consulting from Medical Hub @ RMIT provide home visits at the doctor’s discretion within a 10km radius of Medical hub. This is at a private flat fee of $350.

Disabled access is available at the practice via the accessible lift on ground level on Swanston Street. Disabled access is available to all areas within the practice. The DoctorDoctor locum doctors can provide consultations to you after hours at your place of residence.

You may like to bring the following things with you to your consultation:

• Bring a list of all the medications you are taking, including prescription and non-prescription medications and herbal medicines.
• Check the number of repeats remaining on prescriptions, so that you may ask your Doctor to update these
• New patients, please bring along your family history and past medical history
• If you think you may need more that 10-15 minutes with your Doctor, please ask reception to schedule a long appointment
• If you are unsure or unclear about specific directions, please ask the Doctor to write this down
• Please check with your doctor if a follow up or review appointment is required
• If investigations (ie. Blood tests or radiology tests) are ordered, please check with the Doctor when you need to reattend for the results
• At the end of your consultation, please present to reception so that any review appointments can be booked, documents scanned into your record, faxes sent and your account settled.

Medical Hub is located at RMIT University, Building 8, Level 3, 368-374 Swanston St, Melbourne Vic 3000.

There is a lift on ground level (Level 2) that enables wheelchair access to level 3.

There is limited, pay car parking in La Trobe Street and Franklin St, including parking spaces for patients with disabilities.  There is also significant parking available in Melbourne Central.

Public transport directly to the premises is available by Tram. Melbourne Central Station is conveniently located very close by, with exits onto LaTrobe and Swanston Streets.

In order to maintain your privacy and confidentiality, results are not given over the phone except in special circumstances.

Reception staff do not have access to your records, so ensure that you check with your doctor if a follow up or review appointment is required if investigations (ie. Blood tests or radiology tests) have been ordered. Your Doctor or pathology/radiology collector can let you know how long your results are likely to take to come back.

Results are available by booking a review appointment with your doctor.

We encourage all patients to be responsible for the follow up of their results, although the practice also has a recall system for urgent and non-urgent abnormal results. Please ensure that the Practice always has your up to date telephone number and address on record.

Please store any prescriptions or referrals safely, as there may be a cost for the Doctor to reprint these for you.

The Doctors may take phone calls from patients in some circumstances, although to maintain your privacy, if they are consulting with another patient at the time of your call, the Doctor may need to call you back. Doctors expect to return patient calls when he/she are available to do so.

All reception staff have triage training, although they are not clinically trained. Therefore, it may be necessary for you to speak to a Practice Nurse in order for your call or concern to be triaged appropriately.

Some of the Doctors practicing from Medical Hub are bilingual, although if an interpreter is required, the Translating and Interpreting Service (TIS) can be contacted, free of charge.

At Medical Hub, we offer an automated SMS reminder system via text message the day before your appointment. You will be asked to consent to this service when you attend the Practice for the first time. Please advise reception at any time should you wish to not receive these notifications.

Medical Hub @ RMIT respect that your medical record is a confidential document. Your privacy and confidentiality will be maintained at all times in accordance with the relevant Privacy regulations. Only authorized staff will have access to your medical record.

 Our privacy statement is available here.

Your personal information includes your name, address, date of birth, telephone number, ethnicity, Medicare card number, Next of Kin and emergency contact. It is our policy that your personal information is confirmed regularly, so we ask that you please assist by advising our reception team of any changes in your details.

Your medical and non-medical information will not be shared with RMIT university under any circumstances. Your RMIT student or staff numbers will not be recorded on the Medical Hub records, and thus these must be sighted at each consultation to ensure your eligibility for bulk/direct billing or the appropriate discount is applied.

The reception staff at Medical Hub will facilitate a transfer of your medical records to a new doctor or practice at your request. Please request a Medical Record Transfer Authority form by email at admin@medicalhubrmit.com.au or by calling 03 9999 2778.

At Medical Hub we are committed to constant Quality Improvement processes, and therefore we value your feedback on what we are doing well as well as what we could be doing better. Please fill in our Patient Feedback form.

Our practice manager may be contacted to discuss any concerns or complaints, so feel free to contact Pauline on 03 9999 2778 or via email
pauline@medicalhubrmit.com.au

Should you feel we have not managed your complaint in an appropriate manner, you may contact:

Health Complaints Commissioner
Level 26, 570 Bourke Street
Melbourne Vic 3000
Telephone: 1300 582 113
For more information, visit https://hcc.vic.gov.au/make-complaint

This information and more is available by downloading the Medical Hub @ RMIT app via the App Store on Apple or GooglePlay on Android.

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