Patient Information

Botanic Ridge Doctors is bound by the Privacy Act 1988 and complies with the Health Records and Information Privacy Act 2002 No 71. All patient information is private and confidential, and disclosure to family, friends, staff, or others without the patient’s approval or as legally directed is prohibited.

First appointment

If you are a new patient, please bring the following to your first consultation:

  • A valid Medicare Card
  • Valid OSHC/OVC membership details
  • Workcover patients will need to inform their employer and bring your employer’s contact details for verification to arrange payment

Help us eliminate waiting times by arriving at least 5 minutes before your consultation.



*Important Notice

Dr Gannoruwa will be transitioning to Mixed Billing from 12th March 2024.  Bulk Billing will be available for children <18 years old, and healthcare card/pension card concession holders.

*All Workcover and TAC patients must pay on the day until their insurer provides a claim number to the practice.

*Other out-of-pocket fees might be applicable to:

  • Home visits
  • Discount home visits (for pensioners only)
  • Immunisation/Vaccines
  • Drive Medical Assessment (Taxi/Uber/Diabetic/Racing)
  • IV medicine management
  • Travel Medicine
  • Procedures
  • Reports
  • Pre-employment medical
  • Skin Treatment
  • Antenatal visits
  • Urine Drug screening
  • Allied Health and Pathology services
  • Lost/Misplaced/Repeat prescriptions & referrals
  • Transfer of History

*Late attendance, Cancellation & Fail to Attend Policy

If you are late to your appointment, fail to attend or cancel within 2 hours of the booked appointment schedule, this will attract an out of pocket $50.00 cancellation fee for standard appointments or $100 for procedure appointments, to be paid on the day or prior to the following visit.

By providing notice, you are allowing another patient to receive the quality care that they need from our busy clinic.


Booking Appointments

Appointments may be booked in person or by calling (03) 5902 8223, Monday to Friday 9:00 am – 5:30 pm. Regular appointment times are 15 minutes. If you feel you need a longer appointment, please discuss this with the receptionist at the time of booking. Walk-ins are also accepted.

Home Visits

Visits can be arranged in certain circumstances with a pre-booked arrangement with the doctor on call.

Please contact the receptionist to discuss your needs. Remember; always call the ambulance service on 000 if you are experiencing severe pain or illness at any time.

Communication Assistance

Please notify our reception team upon arrival if you require assistance with communication (e.g., a translator). A phone interpreter may be available. If you require an Auslan sign language interpreter during your appointment, book online at: or by phoning 1800 246 945.


Electronic medical information is transmitted via encrypted format using secure messaging software. Printed medical information is mailed through 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. The word “Confidential” is written on the correspondence. Patient information is only sent via email if it is securely encrypted. We do not accept patient enquiries or requests via email. We also do not send patient information to personal email addresses.


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.

Computerised Records

Specific systems have been put in place to protect the privacy, security and integrity of our patient records. All staff are trained in computer security. IT Support oversees the maintenance and security of our computers.


A follow-up appointment is usually required to receive results. Telephone advice will only be given if authorised by your doctor. Botanic Ridge Doctors will attempt to contact you regarding any urgent results.

Telephone Enquiries

We value our patients’ concerns, so please leave a clear message with the reception staff and your doctor will return your call when possible.

Additional Information

Every staff member is bound by the signed privacy clause contained 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.

Smoking Policy

This practice has a strict no-smoking policy.


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.

If this does not resolve your problem, we welcome receiving your complaint in writing. We will acknowledge your complaint in writing or contact you to discuss the way forward. Your complaint will be investigated and you will be advised of the outcome.

However, if you are still unsatisfied, you can write to The Health Complaints Commission by clicking The role and functions of the Health Complaints Commissioner are established under the Health Complaints Act 2016 which provides a framework to resolve complaints about health services, investigate and take regulatory action against general health service providers and to contribute to health service quality improvements. The Act streamlines and modernises Victoria’s health complaints scheme as well as introducing significant powers for the Commissioner, including conducting Minister and Commissioner-initiated investigations, setting minimum complaint handling standards, and enabling complaints data reviews.

If at any time you have a concern, comment or suggestion please do not hesitate to fill in a “Compliment, Comment or Complaint” form (available in Botanic Ridge Doctors Waiting Room), contact 1300 582 113 between 9.30 am and 3.00pm, Monday to Friday or mail to Level 26, 570 Bourke Street, Melbourne Victoria 3000.


All members of Botanic Ridge Doctors 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.

Lost or misplaced paperwork/scripts

Lost/misplaced prescriptions, referrals, or other paperwork may incur a private fee.

Late Arrival and Rescheduling Policy

At our healthcare facility, we strive to provide timely and efficient services to all our patients. In order to achieve this, we require that all patients call the reception desk and inform the staff if they are running late for their appointment.

If a patient is running late by more than ten minutes, they will be rescheduled to another time or rebooked on another day, depending on availability. This policy is in place to ensure that our healthcare providers can adhere to their schedules, and that other patients are not inconvenienced by delays.

We understand that unforeseen circumstances may arise, and we encourage patients to inform us as soon as possible if they are going to be late. In cases where a patient is late due to circumstances beyond their control, we will do our best to accommodate them and reschedule their appointment at the earliest available time.

We appreciate your cooperation in helping us maintain efficient and effective healthcare services for all our patients.

Email Policy

We have recently adopted secure messaging via our clinical software. This software programs sends an secure email with a pincode. Botanic Ridge Doctors take no responsibility for cyber security breaches. Verbal consents are taken at the time of consultation. For all communications outside the software program which may contain sensitive data, we prefer not to communicate via email. If you request a copy of medical information, you will be asked for a fax number, postal address (for registered mail) or to pick up from the Botanic Ridge Doctors.

Afterhours Consultations

If you need urgent medical care and Botanic Ridge Doctors is closed, 13SICK booking lines are open from 6:00 pm on weekdays, 12:00 pm on Saturdays, all day on Sunday and public holidays. Please call an ambulance on 000 if your situation is an emergency.

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