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Our Policies

This page provides an overview of our policies. You can request a full copy of any of these policies at the clinic or by e-mailing


When a patient calls the clinic, the medical administration officer will ask the patient three questions. This is to identify the patient and make sure we have the correct person for the appointment and to forward any messages onto. Our practice will communicate with patients either by telephone or SMS if the patient has consented to this.

Test Results

All test results, including pathology results, diagnostic imaging and investigation reports, and clinical correspondence received are reviewed by our doctors in a timely manner and incorporated into the patient’s health record. Patients are advised at the time of ordering a test, investigation or referral how the results will be communicated to them.

Feedback and Complaints

Patients have the right to provide feedback on our services or to make a complaint.

We would love to hear about your experience with us. If you have suggestions for how to improve our services, please let us know. All feedback helps our service to meet the needs of the community.

Patients can put their feedback or complaints in writing to The Privacy Officer at or complete the Patient feedback form. Return the form to:

The Privacy Officer, Thomastown

First Peoples’ Health and Wellbeing

258 Settlement Road



The Privacy Officer, Frankston

First Peoples’ Health and Wellbeing

PO Box 11222



If the matter cannot be resolved, and you wish to take the matter further you can contact:

The Office of the Health Complaints Commissioner

Telephone: 1300 582 113 between 9:30am and 3:00pm, Monday to Friday


Complaints that relate to privacy issues or concerns that cannot be resolved internally are to be directed to:

The Office of the Australian Information Commissioner

Telephone: 1300 363 992 between 10:00am and 4:00pm, Monday to Thursday


Patient Privacy and Management of Health Records

Patients’ privacy and confidentiality are important to us. We assure privacy and confidentiality during consultations, appointments, telephone calls and in handling medical records and accounts. Our policy is to always maintain security of personal health information and to adhere to the National Privacy Principles and the Victorian Health Records Act.

When someone becomes a patient at First Peoples’ Health and Wellbeing, they sign a new patient form providing consent for our team to access personal information so that we can provide the best possible healthcare including accurate and timely diagnosis and treatment. If we wish to use a patient’s information for anything else, we must seek their consent first.

Patients can request access to their personal health information by completing a Personal Health Information Request Form. This request will be sent to their General Practitioner.

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