Frequently Asked Questions:
We understand there is a lot of behind-the-scenes rules and legislations that we as a practice must follow to ensure we continue to not only stay accredited, but to ensure we provide you all the health care that is needed. Have a check out below at some on the common questions we get asked and our practices stance toward them:
QUESTION: Why do we always confirm our details when checking in at every appointment?
We want to make sure you get the best care, and that starts with making sure we’ve got the right details! It's like double-checking your name on a package before it’s delivered—just to make sure everything goes to the right person.
This helps avoid any mistakes, like getting the wrong medication, a mix-up with test results, breeching confidentiality, or even having a procedure done on the wrong part of your body. We want to keep you safe and make sure everything goes smoothly.
When you book an appointment or arrive for your visit, our team will double-check your details, just to make sure it's you who’s here for the appointment. This is a quick step we take to keep you safe and make sure you get the care you need, without any mix-ups.
While we understand it can be frustrating if you visit us frequently, this is a requirement as part of the RACGP standards for our practice to stay accredited and we cannot avoid it. We appreciate your help in confirming your information and maintaining an accurate medical record for you.
This helps avoid any mistakes, like getting the wrong medication, a mix-up with test results, breeching confidentiality, or even having a procedure done on the wrong part of your body. We want to keep you safe and make sure everything goes smoothly.
When you book an appointment or arrive for your visit, our team will double-check your details, just to make sure it's you who’s here for the appointment. This is a quick step we take to keep you safe and make sure you get the care you need, without any mix-ups.
While we understand it can be frustrating if you visit us frequently, this is a requirement as part of the RACGP standards for our practice to stay accredited and we cannot avoid it. We appreciate your help in confirming your information and maintaining an accurate medical record for you.
QUESTION: How do I get my records transferred to another clinic or to you?
When you become a patient at Plaza Medical, we are happy to assist in the transfer of your record to us for our GPs to better treat you for your health care needs. We require your written consent on our Authority to Release Medical Information form. This can be completed in the clinic with our reception team, or via the QR code under the Useful Plaza Forms tab at the top of the page. We also require a copy of your photo ID (Or Medicare card if for a persons under 17 years old) to attach to your request. We will then send it off and await the records to come through to us. Any fees that your previous clinic charge to transfer will be sent to you prior to them transferring your record to us.
If you are requesting for us to transfer your record to your new clinic, the same process will need to take place. You will need to contact your new clinic and fill out their consent form and provide photo ID and they will send it to us. We have a fee of $40 per person for our doctors to compile and send/upload your record. You will be notified of any charges via SMS.
If you are requesting for us to transfer your record to your new clinic, the same process will need to take place. You will need to contact your new clinic and fill out their consent form and provide photo ID and they will send it to us. We have a fee of $40 per person for our doctors to compile and send/upload your record. You will be notified of any charges via SMS.
QUESTION: Why do the payments on my bank state Plaza Medical Werribee? Am I being scammed?!
This is one we have gotten a lot! And thankfully there's no reason for you to panic.
We use a booking system called AutoMed Systems which assists us with all bookings and communications for the practice.
They are located in Werribee, Victoria!
So, if you have been for an appointment with us, paid online when booking or even done an online script request - your bank might reflect a payment for Plaza Medical Werribee.
No need to call the bank and cancel your cards just yet, it's likely that it's just us!
If you can't remember seeing us around that time and think it's not right - please call us on 9021 3988 and our reception team can try to look into it more and see if we can figure it out for you.
We use a booking system called AutoMed Systems which assists us with all bookings and communications for the practice.
They are located in Werribee, Victoria!
So, if you have been for an appointment with us, paid online when booking or even done an online script request - your bank might reflect a payment for Plaza Medical Werribee.
No need to call the bank and cancel your cards just yet, it's likely that it's just us!
If you can't remember seeing us around that time and think it's not right - please call us on 9021 3988 and our reception team can try to look into it more and see if we can figure it out for you.
QUESTION: Are my results back?
We know that waiting for test results can bring on a lot of anxiety, and we want to reassure you that we’re here to keep you informed every step of the way. While we rely on the labs to send us the results, we make it a priority to check them as soon as they come in and update you promptly.
Once your results are in and reviewed by the doctor, our system will send you an SMS notification. Depending on the results, you may receive a message letting you know no follow-up is needed, or a notification about an appointment (either urgent or non-urgent). In some cases, we’ll send you a more detailed message with specific next steps.
We understand that the waiting period can feel long, so we kindly ask that you allow 7-10 business days for us to receive and review your results. If you haven’t received an SMS after that time, please give us a call so we can check in and follow up for you
Once your results are in and reviewed by the doctor, our system will send you an SMS notification. Depending on the results, you may receive a message letting you know no follow-up is needed, or a notification about an appointment (either urgent or non-urgent). In some cases, we’ll send you a more detailed message with specific next steps.
We understand that the waiting period can feel long, so we kindly ask that you allow 7-10 business days for us to receive and review your results. If you haven’t received an SMS after that time, please give us a call so we can check in and follow up for you
QUESTION: Why do I need an appointment to get a referral?
At Plaza Medical, we want to make sure you get the best care possible, so if you need a referral, we do ask that you book an appointment with your GP first. This is especially important if you haven’t already discussed the issue with them, as we’ll need to assess whether a referral is the right next step, or if there are other options to explore first.
If you're needing to renew a referral that’s expired, please remember that most referrals are valid for 12 months, but a lot can change in that time! That’s why it’s important for your GP to see you again to check if anything has changed with your condition that might affect your referral or how it should be handled.
We understand scheduling yourself to come into the clinic for this can be difficult -remember we do Telephone and Video Consults to try and make it easier for you!
If you have any questions or need help booking an appointment, just let us know—we’re happy to help!
If you're needing to renew a referral that’s expired, please remember that most referrals are valid for 12 months, but a lot can change in that time! That’s why it’s important for your GP to see you again to check if anything has changed with your condition that might affect your referral or how it should be handled.
We understand scheduling yourself to come into the clinic for this can be difficult -remember we do Telephone and Video Consults to try and make it easier for you!
If you have any questions or need help booking an appointment, just let us know—we’re happy to help!
QUESTION: Why can't I book in with Dr. Sara Riffat or Dr. Kylie Sterry?
We’re so lucky to have Dr. Sara Riffat and Dr. Kylie Sterry on our team – they’re both absolutely wonderful and in high demand! It’s amazing to see them become such well-known experts in their field.
Because of their special focus as GP Obstetricians (helping with everything fertility, pregnancy, and post-natal), their schedules are often packed with patients who need their expertise in these areas. As a result, we’ve had to limit bookings for anything outside of these specialties.
We totally understand that this might be a bit frustrating, especially if you're hoping to see them for something else. But rest assured, we're doing our best to make sure there are plenty of appointment slots available for their pregnant and post-natal patients who need regular care or have concerns.
However, there’s a little bit of good news! If you’ve been a regular patient of Dr Sara Riffat (meaning you’ve seen her within the last year, or if you were pregnant, it was within the year before your pregnancy), you should still be able to book an appointment.
As there are only very minimal people who meet the above exception, you may need to call the practice to book with her so we can confirm that we can book you in with her.
And if that's not the case - don’t worry – we have other amazing GPs on our team who are also here to help with any other health needs you might have. Dr. Sterry and Dr. Riffat fully supports their colleagues and are always happy to work alongside them to provide the best care for you.
Because of their special focus as GP Obstetricians (helping with everything fertility, pregnancy, and post-natal), their schedules are often packed with patients who need their expertise in these areas. As a result, we’ve had to limit bookings for anything outside of these specialties.
We totally understand that this might be a bit frustrating, especially if you're hoping to see them for something else. But rest assured, we're doing our best to make sure there are plenty of appointment slots available for their pregnant and post-natal patients who need regular care or have concerns.
However, there’s a little bit of good news! If you’ve been a regular patient of Dr Sara Riffat (meaning you’ve seen her within the last year, or if you were pregnant, it was within the year before your pregnancy), you should still be able to book an appointment.
As there are only very minimal people who meet the above exception, you may need to call the practice to book with her so we can confirm that we can book you in with her.
And if that's not the case - don’t worry – we have other amazing GPs on our team who are also here to help with any other health needs you might have. Dr. Sterry and Dr. Riffat fully supports their colleagues and are always happy to work alongside them to provide the best care for you.
QUESTION: What is MyMedicare?
What is MyMedicare? MyMedicare is a voluntary patient registration system that aims to formalise the relationship between patients, their general practice, general practitioner (GP) and primary care teams. Seeing your GP regularly and formalising the relationship you have with your GP and general practice through MyMedicare can lead to better health outcomes. By registering as a patient of your chosen general practice and selecting a preferred GP, additional funding will be available from the government to assist your primary care team to deliver the care you need.
For more information on what MyMedicare is all about, follow the link: introducing-mymedicare-fact-sheet.pdf
For more information on what MyMedicare is all about, follow the link: introducing-mymedicare-fact-sheet.pdf
QUESTION: What is My Health Record?
My Health Record is a secure online summary of key patient health information. Healthcare providers can access the system to view and add information.
Healthcare provider benefits:
Provides immediate access to key health information.
Facilitates the validation and verification of clinical information.
Avoids adverse medication events, provides access to allergy information.
Avoids duplication of tests and diagnostic imaging.
Provides immunisation details.
Provides continuity of care, informs end of life care.
Patient benefits:
Prompt access to key health information in an emergency.
Secure, convenient access to health information.
Safer, faster more efficient care.
Less need to remember key aspects of their medical history and medications.
Improved management of health information.
Informed self-management of health conditions.
For all information about your MyHealth Record and how it can be set up, please follow the link: www.digitalhealth.gov.au/initiatives-and-programs/my-health-record
Healthcare provider benefits:
Provides immediate access to key health information.
Facilitates the validation and verification of clinical information.
Avoids adverse medication events, provides access to allergy information.
Avoids duplication of tests and diagnostic imaging.
Provides immunisation details.
Provides continuity of care, informs end of life care.
Patient benefits:
Prompt access to key health information in an emergency.
Secure, convenient access to health information.
Safer, faster more efficient care.
Less need to remember key aspects of their medical history and medications.
Improved management of health information.
Informed self-management of health conditions.
For all information about your MyHealth Record and how it can be set up, please follow the link: www.digitalhealth.gov.au/initiatives-and-programs/my-health-record