Practice Communication Policy and Management of Patient Health Information
To facilitate continuity of care, patients need to have access to a GP via telephone or electronic means to discuss their medical care when a consultation is not considered clinically necessary.
The doctor needs to determine if advice can be given on the phone or if a face to face consultation is necessary, being mindful of clinical safety and patient confidentiality. Patients are advised there may be a private fee for communication over the phone.
Non-medical staff does not give treatment or advice over the telephone. Results of tests are not given out, unless cleared with the Doctor. Electronic correspondence will be responded to within 24 hours.
If you call our clinic and need to speak with a GP you may be put through, or your doctor will call you back depending of the urgency and availability.
If it is a medical emergency, please call 000 or present to the Mildura Base Hospital.
At Onyx Medical Centre we keep all our patients’ medical history and information safe and secure in our Best Practice Software. Our practice aims to be completely paperless.
For Life-Threatening Emergencies Call 000
Care outside of Onyx Medical Centre's normal opening hours
If you require URGENT after hours care please contact Onyx Medical Centre on 5022 9104 (24 hours) and follow the prompts. In the case of an emergency please call 000 or present to The Mildura Base Hospital.
Onyx Medical Centre is a privately owned clinic, therefor we DO NOT BULK BILL*. If you need to know what cost you may be up for please contact our clinic on 50229104. Medicare will not cover examinations for life insurance, superannuation or memberships for which someone else is responsible (for example, a compensation insurer, employer or government authority),In this case you will need to pay. (*except for children under the age of 16 or above the age of 65 and holding a concession card)
If you would like to give our clinic some feedback or would like to make a complaint please do so in writing to, 186 Thirteenth Street, Mildura VIC 3500 or if you have access, email it to
Availability of Longer Consultations
If you feel you require longer time with your doctor, please notify our reception staff of this. By doing this, it creates less wait time in our waiting area and assists our doctors to run on time.
If you require an interpreter for your appointment please inform our reception staff in advance of your appointment so this can be arranged.
The process for the follow-up of results
If your doctor refers you for any tests, you may want to discuss with your doctor if they would like for you to make a follow-up appointment or whether to make other arrangments to obtain your results.
The process for our reminder system
Our practice utilizes a reminder system through HOTDOC to provide health promotion, preventive care and early detection of disease including:
• Pap smear
• Blood test for certain conditions and health assessments
To deliver an effective and proactive reminder system it is the responsibility of each doctor and/or health practitioner to:
• Explain to patients the purpose and availability of reminder systems
• Ensure the reminder flag is NOT removed until the patient has ATTENDED their appointment
• Once the patient has their appointment, the reminder flag is removed, and the medical record filed