General Information

Communication with the Clinic

The Clinic may be contacted by telephone (T: +61 3 9944 6200) during businesas hours. Contact may also be made by facsimile (+ 61 3 9944 6290) and email (info@erahealth.com.au). In most cases, the Clinic will respond to facsimile and email correspondence during the next business day.

Telephone and other messages (including electronic messages) left for our health professionals will usually be attended to on either the business day receive or the next business day.

We will usually notify you of your appointment by SMS the day prior to the scheduled appointment. Unless you indicate otherwise, we will provide clinic and service updates by email.

Interpreter Service

Era Health has practitioners that speak Spanish and Cantonese. For patients requiring consultations in other languages, an interpreter service may be utilised.

Era Health does not provide an interpreter service. However, we have practitioners who speak multiple languages. Patients requiring consultations in a language other than English may need to arrange an external interpreter service to assist with their appointment.

Pathology and Radiology

Era Health uses an on-site Pathology service, Australian Clinical Labs . The service is available from 8.30 am – 3.30 pm Monday to Friday.

Era Health offers an on-site pathology sample collection service, available Monday to Friday from 8:30 am to 5:00 pm, providing convenient and efficient access for all patients requiring tests.

Patient Results

Your doctor will advise when they expect your results to arrive at the practice. In most instances, you will not be advised of “normal” test results unless you request our doctor for this to occur. The doctor may require you to attend another consultation (either face-to-face or by telehealth).

In the event of a clinically significant result, you will be contacted as soon as possible to make a follow up appointment to discuss the results with your doctor.

Please ensure that you advise us of any change to your contact details.

Home and after-hours service

Please note that Era Health has arrangements in place to provide after-hours home visit services.

For care outside of our practices normal opening hours, please call Hello Home Doctor Service on 134 100 or book online at https://hellohomedoctor.com.au

After Hour Services – please contact

13 41 00 – Hello Home Doctor Service

In case of a medical emergency, please call 000 or attend your nearest emergency department.

Emergency

In the case of a medical EMERGENCY, patients should dial 000 for an ambulance or call their local public hospital emergency department. Patients with Private Health Cover can access the 24-hour Emergency Department at the Epworth Hospital on ( T: 9426 6324), or the Cabrini Health Emergency Department on (T: 9508 1500).

Please note that out of pocket fees will apply.

For Dental Emergencies, please attend the Royal Dental Hospital (T: 9341 1000)

Complaints

Era Health takes the provision of a professional service very seriously and we modify the provision of these services based upon your feedback. Following your consultation, you may receive an email from us requesting feedback of your experience. We will respond to this feedback.

If you wish to take your complaint to an external complaints body, you should contact the Health Services Commissioner:

26th Floor, 570 Bourke Street, Melbourne. Vic. 3000.
1300 582 113
9032 3111
hsc@health.gov.vic.au
https://hcc.vic.gov.au/