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Patient Information

Our Services

Our practices offer the following services:

  • DVA Claims
  • DVA Permanent Impairment Assessments
  • ADF Transition Medicals
  • Health Assessments
  • Mental Health Care Plans
  • FAA and CASA Pilot Aviation Medicals (fee charged)

Our practice uses National Home Doctor 13SICK (137 425) to provide after-hours care. This service is available on weekdays before 8am and after 6pm, on Saturdays before 8am and after midday, and all day on Sundays and public holidays. Please remember – if you have a medical emergency call ‘000’ for emergency care.

Our specialist practices operate by appointment only. A standard new patient consultation typically includes 60 minutes with the nurse and 30 minutes with the medical officer. To help us allocate the appropriate time with both the nurse and doctor, please forward any DVA paperwork to our team as soon as you receive it.

All appointments are bulk billed to DVA or Medicare except for CASA and FAA Pilot medicals which incur an out-of-pocket cost.

If you need to speak with a doctor, we recommend booking an appointment as the first option. Alternatively, you may leave a message with our reception team or contact us via email. Please be mindful when sharing personal or sensitive information by email, as our email system is not encrypted.

We offer telehealth appointments for veterans in remote areas, in accordance with Medicare and DVA requirements. Telehealth can be a convenient option when coming into the clinic isn’t possible. However, whenever circumstances allow, face-to-face consultations remain the preferred choice to ensure the most comprehensive care.

All patients will receive an SMS reminder 24 hours before their scheduled appointment. If you are unable to attend, please notify the practice as early as possible so we can offer the appointment to someone on our waitlist. Please note, if you miss your appointment, it is your responsibility to contact us to arrange a new time.

 

We understand that no one likes to be kept waiting, and our team is committed to running on time. However, the nature of medical care can be unpredictable, and some consultations may take longer than expected. We sincerely apologise for any inconvenience caused if delays occur. When possible, our reception staff will contact you to inform you of any significant wait times. You are also welcome to call the clinic ahead of your appointment to check if we are running on schedule.

 

It is our practice policy that all test results are reviewed and discussed with a medical practitioner. Our reception team will contact you to arrange an appointment when a follow-up is required.

AVHS does not provide vaccination services, but patients are encouraged to take advantage of vaccines through their regular General Practitioner.

Whatever your preferred language, we can help you organise an interpreter to assist with any language barriers. We arrange interpreters through Translating and Interpreting Service (TIS) National https://www.tisnational.gov.au/ or 131 450. We can organise an “over the phone” service or with 48 hours’ notice an “on-site” service. This includes services for those who have hearing or speech difficulties.

Your medical information and records are strictly confidential. At AVHS, we are committed to maintaining the security of your personal health information, which is accessible only to authorized personnel. As part of your care, we may share relevant medical information with other healthcare providers – such as radiology and imaging services – in line with standard clinical practice and in accordance with the current Privacy Act. If you have any questions about how your information is handled, please speak with one of our clinical managers.  Our Privacy Policy can be found here

We believe every patient has the right to be involved in decisions about their health. Our team is here to support you, answer your questions, and help you make informed choices that align with your needs and preferences. You also have the right to request a second opinion and to have your personal information handled with the highest level of privacy and care. If you ever have concerns or feels something isn’t right, please don’t hesitate to speak with a member of our team – we’re here to help.

At AVHS, we welcome all feedback – whether it’s a compliment or a concern. Your input helps us understand what we’re doing well and where we can improve. If you have a suggestion, compliment, or complaint, please feel free to send an email to clinical.manager@avhs.com.au , or speak to any member of staff. From time to time, we may also invite patients to complete confidential surveys to helps us assess and improve our services. If you do raise a concern, we are committed to addressing it promptly, respectfully, and with care. Your voice matters, and we value the opportunity to improve your experience with us.