Patient Information and Fees

Patient Information

After you request an appointment, you will be sent a link to an intake form. When this form is completed, you will be contacted to confirm an appointment date and time.

If you do not complete the intake form, the referral will not proceed further.

Please bring the following to your consultation:

      * Photo ID 

        * Valid Medicare or DVA Gold Card

Healthcare / Pension Card

Workcover / TAC claim details

Fees & Charges

Excel Pain and Wellness is a private medical and specialist service.

Fees apply to all consultations and procedures.

Most consultations attract a Medicare rebate where you hold a current referral from your GP or another specialist. The rebate does not cover the full fee, so an out-of-pocket gap applies. Rebates are set by Medicare and change periodically.

Our current fee schedule, including gap amounts for initial and subsequent consultations, telehealth appointments and private health fund items, is available from reception. Please ask when you book, and we will confirm the fee and expected rebate for your appointment before you attend.

Fees are payable on the day of consultation. We accept EFTPOS and credit card. We do not accept cash.

Appointments and Bookings

New Patients

Excel Pain and Wellness accepts New Patients. A GP referral is not mandatory for initial medical assessments.

Consultations are only by appointment.

We do not offer medical emergency services. 

Booking Appointments

After you request an appointment, you will be sent a link to an intake form. When this form is completed, you will be contacted to confirm an appointment date and time. If you do not complete the intake form, the referral will not proceed further.

Appointment Duration

Consultations are only by appointment. Appointment duration varies. Most of the medical appointments are about 20 minutes.

Face to Face Consultations

We ask that if you have any respiratory, cold/flu like symptoms, cough, cold, sore throat or fever, please perform a RAT test for COVID.

Please reschedule your appointment if you are COVID positive in the past 7 days. If you are negative, please take a photo and present it to the reception when you arrive. This condition of entry also applies to fully vaccinated patients.

Please wear a MASK if you have any respiratory, cold/flu-like symptoms before entering the premises and while you are inside.

Results & Following Up

A follow-up appointment is usually required to receive results.

Additional Information

Privacy & Confidentiality

Practice Policies

Confidentiality

All members of Excel Pain and Wellness understand the importance of respecting confidentiality with the information they receive during their employment.

Medical details will only be shared with fellow professionals outside the Practice Team with the patient’s
informed consent.

How We Protect Your Information

Every staff member is bound by the signed privacy clause in the employment agreement. All information received during a consultation between a doctor and the patient is considered personal and private health information. Medical information includes past medical and social history, current health issues and future medical care.

Doctors, staff and contractors maintain the privacy of personal information. Medical records are the property of the practice. Only written requests for access to medical records are accepted.

Correspondence

Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through the secure post (i.e. with a tracking number). Patient diagnostic correspondence and results, whether in
electronic or hard copy format, are always forwarded to the relevant doctor.

Patient information is only sent via email if it is securely encrypted. We also do not send patient information to personal email addresses.

Facsimile

Facsimiles, printers and other electronic communication devices are only accessible to
doctors and other authorised staff. All faxes containing confidential information are only
faxed to numbers after checking the details are correct.

Smoking Policy

This practice has a strict no-smoking policy.

We understand that circumstances can change.

If you need to cancel or reschedule your appointment, please provide at least 48 hours’ notice.

  • Cancellations within 48 hours may incur a cancellation fee.
  • Fees may vary depending on the clinician and appointment type.
  • Missed appointments without notice may be charged the full consultation fee.

Providing sufficient notice allows us to offer the appointment time to another patient who may be waiting for care.

Communication Assistance

If you require assistance with communication (e.g. a interpreter) please notify our reception team upon arrival.

A phone interpreter may be available. Patients from non English speaking backgrounds are able to contact TIS (Translator Interpreter Services) by calling 1800 555 660 or 131450 to book an interpreter. (Private fee may apply)

If you require an Auslan sign language interpreter during your appointment, a booking can be made online at https://www.nabs.org.au/ or by phoning 1800 246 945.

Afterhours Consultations

We do not provide emergency or afterhour consults or service.

If you have an emergency, please attend an Emergency Department convenient to your GP or telephone
the after-hours GP helpline on 1800 022 222.

In case of emergencies, please call an ambulance by dialing 000.

Complaints

We constantly strive to give patients the best possible care and attention, but if you are dissatisfied with any element of our service, please bring this to our attention so we can do better next time.

Your feedback is important to us. If at any time you have a concern, comment or suggestion please do not hesitate to fill in a ‘Compliment, Comment or Complaint’ form in the waiting area. You can also speak to a member of the administrative or clinical
team if you have any suggestions or are unhappy with the service you have received.

Patients wishing to make their complaint to an outside source can, you may prefer to contact:

Health Services Commissioner
30th Floor, 570 Bourke Street, Melbourne, Vic. 3000.
Telephone: (03) 8601 5200 or Free call: 1300 582 113 (lines are open between 9.30am and 3.00pm, Monday to Friday)
Fax: (03) 8601 5219
www.hcc.vic.gov.au

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