Patients
Frequently Asked Questions
What are Outpatient Clinics?
What hours do Outpatient Clinics operate?
Can someone come with me to the Outpatient Clinic appointment?
Can I choose my doctor?
Will my clinic appointment cost me anything?
What if I need an interpreter?
What do I do if my contact details change?
How do I change my appointment? Or I no longer require this appointment…
What do I need to do on the day of the appointment?
Is car parking available?
Am I entitled to transport assistance?
How long will my appointment take?
Will I be seen by students?
What if I need a Medical Certificate?
Account Queries
Is my hospital inpatient account claimable from Medicare or discounted because I have a pension card?
Why was a hospital inpatient account sent to me when I made a payment on admission?
Why am I paying a hospital account when I chose to come to a public hospital?
My private doctor did not advise me there would be a hospital account.
Why was I asked to pay an estimate on admission and not the actual cost of my treatment?
Outpatient Clinics are a type of service where you are assessed and cared for by specialist doctors – in this hospital that means a doctor who is a specialist in eye, ear, nose or throat conditions. In some cases you will also be seen by an associated allied health clinician (e.g. an Orthoptist). Within your visit your condition will be assessed (using diagnostic testing) and treatment options will be discussed.
What hours do Outpatient Clinics operate?
Monday to Friday from 8.30am to 5.30pm.
Can someone come with me to the Outpatient Clinic appointment?
You may bring someone with you to the clinic, however, due to limited seating we would ask you to come with one companion only. If you are attending an eye Clinic, we advise you not to drive as eye drops may be used that will blur your vision.
As a public hospital, we have a number of doctors and will nominate one for your visit. You may see the same or a different doctor for each of your clinic appointments.
Will my clinic appointment cost me anything?
If you are a Medicare card holder, you will not be charged to see the doctor. You will be charged for your medications. The price of this varies and discounts apply to Pension and Health Care card holders.
What if I need an interpreter?
An interpreter service is available, phone 03 9929 8234 to book an interpreter for your appointment.
What do I do if my contact details change?
It is important that you telephone, email or write to the specialist clinic to notify them of any changes, this will ensure that the clinic can continue to contact you. Click here to update your details.
How do I change my appointment? Or I no longer require this appointment…
If you need to change or delete your appointment please contact Outpatients as soon as possible on 03 9929 8500.
What do I need to do on the day of the appointment?
On the day of your appointment, please bring:
- Your appointment letter from the hospital
- Any relevant X-rays, scans, blood test or other test results
- A list of current medications you are taking
- Your Medicare card, pension card (if you have one) and any other concession cards you may hold
- Your GPs address and phone number
- Any medication or dietary supplements you may require during your visit
- Toys or books for children who are attending the clinic with you
The Eye and Ear does not have a public carpark. There are however two commercial car parks in close proximity to the hospital. These are operated by Wilson Parking and are located on Albert Street and Victoria Parade. On street parking is available however we remind visitors to check signs including clearway restrictions. The hospital is also well serviced by public transport.
Transport Services Officer can assist in co-ordinating patient transport for outpatient clinic appointments and discharges on medical grounds. The transport assistance program extends state wide to patients who meet the criteria.
There are a number of non-emergency transport options available to patients. Criteria must be met to enable eligibility for transport. The office operates from 8.30am to 5.00pm Monday to Friday. The Transport and Accommodation Coordinator can be contacted on 03 9929 8635.
Am I entitled to transport assistance?
The Victorian Patient Transport Assistance Scheme (VPTAS) assists rural Victorians who need to travel long distances from home for specialised medical treatment from approved specialist doctors. To be eligible for assistance, patients must reside in a rural region and travel 100 kilometres or more (one way), or an average of 500 kilometres per week for five weeks or more - to receive treatment from a recognised specialist. Each state has its own subsidy scheme. To find out more about these schemes, contact your GP or State Government.
For more information – or if you are a local patient requiring assistance - please contact the Transport Services Officer on 03 9929 8635, or click here to access to VPTAS information, or here for non-emergency clinic transport via ambulance.
How long will my appointment take?
It is recommended that you allow up to two hours for your appointment. All patients are given a specific appointment time, however sometimes delays can occur. The staff may be delayed by needing to discuss a complicated treatment or diagnosis with a patient, or they may be required urgently in other parts of the hospital. Plan to arrive 10 minutes before your allocated appointment to allow time to complete any necessary paperwork, especially at your first visit.
The Eye and Ear is a specialist teaching hospital, so there are medical and allied health care students who are at different stages of their training interacting with patients to increase their clinical knowledge. Your doctor will introduce these staff to you, and it is your right to refuse to be seen with a student if you so wish. This will not affect your care in any way.
What if I need a Medical Certificate?
You should ask your doctor during your appointment for a medical certificate if you require one.
Is my hospital inpatient account claimable from Medicare or discounted because I have a pension card?
If you elected to be treated as a private patient your hospital inpatient account is not claimable from Medicare. No discounts on hospital fees apply to private patients who are recipients of pension cards.
Why was a hospital inpatient account sent to me when I made a payment on admission?
As with any medical procedure, if unforeseen circumstances should arise during your treatment it may be necessary to arrange additional services, or use a different or more costly prosthetic device. If this happens you may incur additional costs that were not known at the time you paid your pre-admission payment. If this is the case the hospital will forward you an invoice for any additional charges. If the pre-admission payment exceeds the actual cost of your treatment a refund will be forwarded to you.
Why am I paying a hospital account when I chose to come to a public hospital?
If you elect to be treated by a doctor(s) of your choice (even if treated in a public hospital) you will be classified as a private patient and the hospital will charge you accordingly.
My private doctor did not advise me there would be a hospital account.
Your surgeon should have provided you with written advice as to the costs associated with your treatment. This advice should have included information relating to not only to your doctor’s fees but also the estimated hospital charges. Should you have any queries regarding the information provided to you by your doctor we would suggest you please contact them directly.
Why was I asked to pay an estimate on admission and not the actual cost of my treatment?
As with any medical procedure, if unforeseen circumstances should arise during your treatment it may be necessary to arrange additional services, or use a different or more costly prosthetic device. If this happens you may incur additional costs that were not known at the time you paid your pre-admission payment. If this is the case the hospital will forward you an invoice for any additional charges. If the pre-admission payment exceeds the actual cost of your treatment a refund will be forwarded to you.