Health104 – Patient Information Factsheet

After-Hours Arrangements

Our practice is registered with Nurse-On-Call, a free and confidential service providing health advice

from registered nurses outside of regular clinic hours. Patients can contact Nurse-On-Call at 1300 60 60

24. For emergencies, patients should dial 000 or attend the nearest hospital emergency department.

Appointment Types

We offer standard GP consultations, extended GP consultations, Telehealth appointments (video and

phone), allied health appointments, specialist consultations, group fitness classes, and wellness spa

therapy sessions. All medical appointment types are listed and bookable via our HotDoc online booking

system.

How Patients Can Access Telehealth Appointments

Telehealth appointments are available via phone or video for eligible patients during business hours.

Patients can book Telehealth consultations through our HotDoc online booking system or by calling our

reception team directly. When booking, please select ‘Telehealth Appointment’ and ensure you are in a

private, quiet location with reliable internet or phone connection at the time of your appointment.

Walk-In Patients and Home Visits

Walk-in patients are welcome at Health104. All walk-ins are triaged by clinical staff to assess urgency. If

the schedule is full, urgent cases will be prioritised, and non-urgent cases may be offered the next

available appointment. Home visits are available for eligible patients following clinical assessment.

Requests for home visits are triaged based on urgency and practitioner availability. Please contact

reception to discuss eligibility and arrange a suitable time if required.

Communication Policy

Telephone calls are answered promptly and urgent matters are escalated to medical staff. Emails and

messages are monitored during business hours with a response time of up to 2 business days. All

communication is handled in line with privacy legislation and confidentiality protocols.

Managing Your Health Information

Your personal health information is collected, stored, and used in accordance with the Privacy Act and

RACGP Standards. Access is restricted to authorised staff only. Copies of our privacy policy are

available at reception or on our website.

Feedback & Complaints

We welcome patient feedback via email (feedback@health104.com.au), phone, or in person at

reception. Complaints are reviewed by the Practice Manager and responded to within 10 business

days. Patients may also contact the Health Complaints Commissioner on 1300 582 113 orwww.hcc.vic.gov.au.

Range of Services

Health104 offers a multidisciplinary range of services including: general practice consultations,

integrative & alternative therapies, allied health (physiotherapy, chiropractic, dietetics), wellness spa

treatments (ice bath, infrared sauna, magnesium spa, lymphatic drainage), fitness & recovery classes

(Pilates, Circuit, Yoga), and health education workshops & events.