Frequently Asked Questions

We provide urgent care for injuries and illnesses including:

  • mild to moderate infections 
  • fever
  • pain when urinating
  • suspected fractures and sprains
  • back and muscle pain
  • minor cuts, burns, and insect or animal bites
  • heartburn, vomiting, nausea
  • headaches, migraines and brief fainting or fitting
  • constipation, diarrhoea, abdominal pain
  • allergies and rashes
  • mild to moderate asthma attacks, coughs and other respiratory symptoms.*

*If you have tested positive to COVID-19, visit the Victorian Government website.

If your need is not urgent (such as updating an asthma plan or getting a repeat prescription for regular medication), see your regular doctor.

If you want advice about a minor issue, you can contact Nurse on Call (1300 60 60 24) or talk to a pharmacist.

If you have a serious issue, call 000 or contact the Victorian Virtual Emergency Department.

Most COVID-19 positive patients will experience mild symptoms and be able to recover safely at home. If symptoms persist for more than a week without improvement, it is recommended to book an appointment with your regular GP.

If you are eligible for COVID-19 antiviral medicines, speak to your regular GP as soon as possible, even if your symptoms are mild. If you’re genuinely unwell and need a face to face consult with a doctor, meet the criteria to access antivirals and are unable to see your regular GP, call the UCC upon arrival. Please note that this option should only be pursued after exhausting all other available avenues, as we serve as a last resort for COVID-positive patients.

Additionally, patients can access the Victorian Virtual Emergency Department.

If you have tested positive to COVID-19 but also have a laceration or another urgent issue, you can visit the UCC.

For more information, visit the Victorian Government website.

This clinic provides urgent care services at no cost to you, with or without a Medicare card.

We are primarily a walk-in urgent care clinic. Patients are triaged on arrival to determine their suitability for the service.

Call Triple Zero (000) or visit your nearest emergency department if you or someone you know is experiencing an immediate life-threatening emergency such as:

  • difficulty breathing
  • severe bleeding
  • unconsciousness
  • lips and face turning blue
  • becoming agitated, confused or very drowsy
  • chest pain or chest tightness
  • sudden numbness or paralysis of the face, arm or leg
  • large burns
  • serious accidents or trauma
  • extreme pain.

Our general practitioners are able to prescribe medication necessary to manage your urgent medical issue. However, you should continue to see your regular GP for routine prescriptions or chronic medications.

Communication Policy

Our preferred method of communication with our patients is via telephone or in person. We will return our patients phone calls as soon as possible and in any case within a time period not exceeding 24 hours.

We are committed to partnering with you to ensure your long term healthcare. We will include you in our reminder system so that we can contact you in relation to preventative health services appropriate to your care. If you do not wish to be contacted via telephone or mail as part of our reminder system, please advise us accordingly.

Patient Feedback

We welcome and value your feedback and are committed to continuous improvements of our practice. A suggestion box is located on the front reception desk. Our team will review your suggestions on a weekly basis and will contact you to confirm our response to your feedback.

Privacy and Confidentially

Your medical record is private and confidential. In line with the Privacy Legislation, our centre maintains security of your personal health information at all times and ensures that only authorised members of staff have access to your information. Privacy brochures containing full detail of our privacy policy are available on request. You have the right to access your personal health information and may request to view or obtain a copy of your medical records at any time.

Complaints

If you have a complaint, please discuss this with our practice manager or your doctor and we will ensure that it is dealt with promptly and appropriately. In the event that your complaint is not dealt with to your satisfaction, you may escalate it accordingly to the following authority:

Health Services Commissioner

Level 30, 570 Bourke St,

Melbourne VIC 3000

Ph: 03 8601 5222 Freecall: 1800 136 066