Appointments

All consultations are by appointment.

Typical appointment durations are:

• New patient medical assessments: usually two 20 minutes appointments in two different days.
• Medical review appointments: approximately 15-20 minutes
• Allied health appointments (initial and review): approximately 50 minutes

Please arrive on time for your appointment. If you arrive late, your consultation time may need to be shortened so that other patients are not delayed.

By attending appointments or using our services, you acknowledge and agree to the following practice policies.

New Patient Bookings

To help us understand your needs and ensure appropriate care:

1. A referral from your GP is not required for medical assessment.
2. A referral from your GP is required before booking and allied health appointment.
3. Please complete the Appointment Request Form on our website.
4. You will then receive a link to complete a patient intake form.
5. Once the intake form is completed, our team will confirm your appointment.

Incomplete intake forms may delay the booking process.

Cancellation 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.

Emergency and After-Hours Care

Excel Pain and Wellness does not provide emergency or after-hours medical services.

If you require urgent medical assistance:

• Attend your nearest hospital emergency department
• Contact the After-Hours GP Helpline: 1800 022 222
• In a life-threatening emergency, call 000

For urgent mental health support:

• Emergency services: 000
• Lifeline: 13 11 14
• Beyond Blue: 1300 22 4636
• Local Psychiatric Triage Services

Face-to-Face Appointments

To help protect the health of patients and staff:

• If you are experiencing cold, flu, or respiratory symptoms, please complete a Rapid Antigen Test (RAT) before attending the clinic.
• If you have tested positive for COVID-19 within the past 7 days, please contact the clinic to reschedule.
• Patients attending with respiratory symptoms may be asked to wear a mask while in the clinic.

These measures help keep our clinic safe for everyone.

Telehealth Consultations

Where clinically appropriate, appointments may be conducted via Telehealth using secure platforms such as:

• Halaxy
• Zoom
• Google Meet

When attending a telehealth appointment, we ask that you:

• Join the session from a private and quiet space
• Ensure you have reliable internet access

Telehealth consultations follow the same privacy and confidentiality standards as face-to-face appointments. Your clinician may recommend an in-person appointment if required.

Informed Consent

Before treatment, your clinician will explain the nature, purpose, potential benefits, and possible risks of recommended care.

You are always encouraged to ask questions and make informed decisions about your treatment. Patients may decline or withdraw consent at any time.

Privacy and Confidentiality

Protecting your personal information is a priority for us.

Patient information is managed in accordance with the Privacy Act 1988 (Cth) and relevant healthcare regulations.

• Medical records and clinical notes are stored securely.
• Information may be shared with other healthcare providers with your consent, or where required by law.
• Communication may occur through secure electronic systems or postal services.

Please refer to our Privacy Policy for further details.

Fees and Payments

Consultation fees may vary depending on the clinician and service provided.

• Fees will be communicated where possible prior to your appointment.
• Payment is required at the time of consultation, unless alternative arrangements have been made.
• Fees may include Medicare rebates, private health insurance claims, or out-of-pocket costs.

Patients are responsible for any costs not covered by Medicare or private health insurance or third party payer such as Workcover and TAC.

Communication Assistance

If you require assistance with communication or interpretation, please notify reception when booking.

Available services include:

• TIS National (Interpreter Service): 131 450
• National Auslan Booking Service: 1800 246 945
  nabs.org.au

Results and Correspondence

Diagnostic results are typically discussed during a follow-up appointment where appropriate.

Relevant results and correspondence may also be shared with your referring doctor to support your ongoing care.

Smoking Policy

For the comfort and wellbeing of all patients and staff, smoking is not permitted within clinic premises.

Feedback and Complaints

We welcome feedback and are committed to continually improving our services.

If you have any concerns or suggestions, please contact the clinic directly. You may also submit feedback through our Compliment, Comment or Complaint form.

You may also contact the Health Complaints Commissioner (Victoria):

Health Complaints Commissioner
Level 30, 570 Bourke Street
Melbourne VIC 3000

Phone: (03) 8601 5200
Freecall: 1300 582 113
Website: www.hcc.vic.gov.au

Respectful Environment

We are committed to maintaining a safe and supportive environment for patients, visitors, and staff.

Excel Pain and Wellness maintains a zero tolerance policy toward abusive, threatening, or disruptive behaviour. We appreciate your cooperation in helping us create a respectful and welcoming space for everyone.

Policy Updates

These policies may be updated from time to time. Continued use of our services indicates acceptance of the current version.

Last updated: March 2026