ACU Medical Centre Melbourne

ACU provides a range of additional support services for student health and wellbeing, including counselling and disability support. Visit our counselling and disability support pages for more information.

Learn about our counselling services for ACU students

Learn about our disability support services for ACU students

The GPs at this practice will bulk bill domestic (Medicare holding) and eligible overseas insurance holding (OSHC) ACU students, concession and healthcare card holders, Veterans Gold and White Card holders and children under 16 years of age. For those with Allianz and Medibank/AHM insurance, we process your payment through their online system, with your updated member details, at the end of your consultation. For other insurance providers, some payments can be processed using our HICAPS machine for an immediate refund, however at times we will be required to take payment from you and issue you a receipt to take to your insurer for a complete refund.

For all other patients, fees apply. Standard fees apply for telephone consultations and a receptionist will contact you after your consultation to process the payment over the phone if you prefer not to come in person. Please ask reception for details including current appointment costs. Fees are payable at the time of consultation by cash, EFTPOS or credit card. Our practice can communicate to Medicare to ensure your rebate is paid into your nominated bank account. For those with overseas visitor insurance (OVHC), payment is required at the time of service, and our practice provides a detailed receipt for claiming with your insurer. Please ask reception if you have any questions regarding this facility.

This practice has a non-attendance policy in place. If you are unable to make your booked appointment you must let us know with a minimum of 2 hours notice, otherwise fees will apply. This includes all patients. Fees will be required to be paid prior to booking a future appointment. This policy is in place to ensure that all patients have fair access to the service, especially in busy periods. We don’t mind if you can’t make it, just let us know with enough time, and we can offer the appointment to a patient who is on the wait list.

All students must bring their current ACU student card and their valid medical insurance details. If you are a domestic student, you must bring your student card and your Medicare card. If you are an international student or dependant, you must bring your current medical insurance card such as OSHC Allianz, NIB, BUPA or Medibank Private.

If you have OSHC insurance with any company other than Medibank, you will need to pay for your consultation and then claim a rebate from your insurance fund, if applicable.

Your doctor will advise when they expect results to arrive at the practice. Please make an appointment to discuss results with the GP. You will be notified of any urgent results by the doctor, or a team member under the GP's direction.

Our practice is committed to preventive care. We may issue you with a reminder notice from time to time via SMS offering you preventive health services appropriate to you care. Your GP will seek your permission to be included on the reminder system or state/territory reminder systems or registers. If you do not wish to receive reminders, please advise your GP or reception.

This practice takes an active approach to ensure the best outcomes for patients at all times even if they choose to reject investigation and/or management advice. GPs and practice staff respect the right of all patients to make investigation and treatment choices.

Your doctor is available by telephone; however, calls to the doctor can sometimes inconvenience patients while having their consultation so a message will be taken. In some cases, the nurse or receptionist may be able to assist you. If your call is urgent you will be put through to the nurse and triaged accordingly. Messages may be left for the attention of the doctor and will be returned as soon as possible. Telephone appointments are available for regular patients on request, please note regular fees apply to these consultations.

Emails are checked periodically throughout the day and will usually be actioned within one business day. We do not encourage you to make an appointment or send personal information via email. Please do not email us regarding an urgent matter. If you need to speak with us urgently during our opening hours or do not receive a reply to your email, please contact us by phone. Call 000 if it's an emergency.

This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of the practice to maintain the security of your personal health information at all times, and to ensure that this information is only available to authorised staff members. We abide by the 13 Australian Privacy Principles. If you would like a copy of our Privacy Policy, please ask at reception (P: 03 9953 3762).

If you have any concerns we would like to hear about it. We welcome constructive criticism at this practice. If at any time you are unhappy with the service provided please speak to the National Practice Manager (renee.callender@acu.edu.au) or complete a feedback form, which can be obtained from reception.

If you feel you need to take matters further and wish to discuss your complaint with an external party, you can contact the:

Health Complaints Commissioner VIC:

P: 1300 582 113 | 26/570 Bourke St | Melbourne | VIC | 3000

W: https://hcc.vic.gov.au/

The ACU campus is a non-smoking facility which includes the grounds of the Medical Centre.