Patient Information
At Australian Urology Associates, we are dedicated to providing exceptional care for all urological conditions. Our team of expert urologists offers personalised treatment plans, using the latest technology and techniques to ensure the best outcomes for our patients. From diagnosis to recovery, we are committed to supporting your health and well-being every step of the way.
Privacy
Australian Urology Associates is committed to protecting our patients’ privacy. Our practice and staff are required to comply with relevant legislation including the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic). Our Privacy Policy outlines how we collect, use, store, and disclose your personal information.
Patient Feedback
Our practice is committed to continuous improvement and welcomes your feedback. Should you have any concerns or complaints throughout your journey with us, please don’t hesitate to contact:
Phoebe Walker, Executive Manager
Patient FAQ’s
Do I need a referral?
It is recommended that you have a referral, as it contains important information about your condition and medical history and allows you to claim Medicare rebates if applicable. Your specialist will keep your referring doctor informed regarding the management of your condition.
A GP referral generally lasts for 12 months, unless it is specified as an “indefinite” referral. A referral from another specialist lasts for 3 months. Please ensure you maintain a valid referral to receive any relevant Medicare rebates.
You may see our specialists without a referral but you will not be able to claim a Medicare rebate.
What if I need an urgent appointment?
If you require an urgent appointment as a new patient, your referring doctor should phone our rooms to arrange.
All referrals received are otherwise triaged to ensure patients are seen within an appropriate timeframe. If you have any concerns about the wait for your appointment, please call and discuss with our team.
If you are an existing patient requiring urgent attention, please phone our rooms to speak with one of our nurses. For urgent clinical issues outside business hours, you can reach our on-call Urologist via our paging service: (03) 9387 1000.
In a medical emergency, please visit the Emergency Department of your local hospital.
What do I need to do prior to my appointment?
Prior to your first visit, you will need to complete our online Patient Registration Form (ideally use Chrome web browser) and provide a copy of your referral and any relevant investigations. These can be attached during the online registration or emailed to reception@aua.com.au.
We may also ask you to complete a Bladder Diary prior to your appointment, which should be returned via email to reception@aua.com.au.
On occasion, we may suggest you complete some investigations prior to your initial consultation, to ensure all required information is available at the time of seeing the Urologist. This may include a preliminary visit with our Nurse Practitioner who is an integral part of the team and may also see you for some follow-up visits.
Will I have a long wait on the day of my appointment?
Our Urologists endeavour to run on time for your appointment, however urgent situations occasionally arise which may cause delays. Our team will aim to keep you informed of any prolonged wait. Where possible, please try to allow some extra time for your visit in case there is an unexpected delay.
Can I have a telehealth appointment?
Yes, telehealth consultations can be arranged for patients in both metropolitan and regional areas where clinically appropriate.
Initial consultations must be conducted via video, while review consultations can be via phone or video. Standard fees and Medicare rebates apply.
Please note that both the Urologist and the patient must be within Australia at the time of the telehealth consultation.
Will there be a fee for my appointment on the day?
Yes, an account will be issued following your appointment, and payment is expected on the day. Private fees apply. We accept payment via EFTPOS, Visa, Mastercard, cash or cheque.
If you have an aged pension or disability pension, please present your card at the front desk.
We can submit your claim to Medicare on the day for any relevant benefits to be paid to you.
Will there be a fee for my procedure?
Procedures in the rooms
Investigations or minor procedures in the rooms will have a fee in addition to your consultation fee. Medicare rebates are usually applicable, and we can submit your claim at the time of payment. There are no private health fund benefits for outpatient procedures in the rooms.
Procedures in hospital
The total cost of having treatment in a private hospital is a combination of fees from multiple providers which may include but is not limited to the surgeon, the anaesthetist, the surgical assistant, the hospital, equipment used during the procedure, pathology, medical imaging, and some medications.
Often there will be a portion of your fees for surgery which are not covered by Medicare or your private health insurance. This difference is known as the ‘gap’ or ‘out of pocket cost’.
If you are booked for a procedure in hospital, our rooms will provide you with a Quote for the Surgeon’s Fee. Please note that this is an estimate only, based on the anticipated item numbers. On occasion, the final fee may differ from the estimate if unforeseen complexities arise during your procedure.
There will also be fees from your anaesthetist, the assistant surgeon (if applicable), and the hospital. You will be given their contact details to discuss their fees with them directly. If specialised histopathology is required, we will also provide you with contact information for the relevant pathology provider to confirm any out-of-pocket fees that may apply.
Navigating the health system in terms of out-of-pocket costs can be challenging, even with private health insurance, but our team is here to assist with any questions you may have.
Where are procedures performed?
Some minor investigations and procedures such as Flexible Cystoscopy can be undertaken in our rooms at Glenferrie Road, Malvern. Room based procedures do not involve fasting or sedation and are walk in, walk out.
Major surgery, or procedures with anaesthesia are performed at private hospitals including Cabrini, Epworth and Masada.
