Communication with the Clinic
The Clinic may be contacted by telephone (T: +61 3 9944 6200) during business 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.
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.
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 does not provide a home visit service by our doctors. For locum home visits and after-hours services, please contact the Home Doctor Service (details below).
After Hour Services – please contact
13SICK (13 74 25), HOME DOCTOR SERVICE
A private consultation fee applies to utilise this service, however, a rebate may be claimed from MediCare Australia.
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.
T: 1300 582 113
F: 9032 3111
