Patient Information Sheet



Freshwater Place Wellness Medical is a one-of-a kind, boutique practice located in the heart of Southbank, just a short walk from Melbourne CBD. Easily accessible by train, tram and bus service. Parking is available from car parking facilities at Freshwater Place or Melbourne Crown. We have access for people with Physical Disabilities.

Our experienced based practitioners provide patients with the utmost level of care.

Dr Toai Phan                           Dr “Toy” as he is affectionately known has been a GP in Melbourne for 20 years. He has interest in all levels of medicine and continues to be passionate and caring about his trade. Dr “Toy” has extensive experience in mens health as wells a minor surgeries and skin excisions.

Dr Dimalka Dias                      Dr Dimalka is the most caring and attentive doctor.  She is interested in all aspects of medicine and has a professional, caring and fresh approach. She has a special interest in childrens and womens health as well as prevenative medicine and minor surgeries.

Dr Jean Douglas                    Dr Jean has nearly 40 years medical experience and has interest in all facets of general practice.   Dr Jean’s wealth of medical knowledge and caring approach makes her a favourite with patients. Her special interests include womens health, counselling and preventative medicine.

Dr Kelvin Khan                      Dr Kelvin is experienced in all aspects of general practice, involving a diverse range of patient demographics across metro and regional Victoria. He as special interest in childrens health, preventative health and chronic disease management.


The FreshwaterPlace Wellness Medical administration support team are:

Jenny Stewart, Thea Fitzgerald and Stephanie Tadgell

Our three lovely receptionists are dedicated to providing all of our patients with respect and the highest level

of care. They pride themselves on making sure patient’s needs are met with professionalism, confidentiality

and understanding.


APPOINTMENTS:                 Appointments are required, please phone 03 9926 3646 or book online at

Appointments are allocated at 15 minute intervals, however if you require a longer appointment time for several issues to be addressed, please let Reception know when booking or select a longer appointment time when booking online.

Walk in appointments are available and will be triaged and assessed by the Doctor on duty.


SURGERY HOURS:               Monday to Friday 9.00am to 5.30pm. CLOSED Weekends and Public Holidays.

LOCUM SERVICE:                Doctor/Doctor 13 26 60 after hours deputised medical service


NEAREST HOSPITAL:          Royal Melbourne Hospital, Gratten Street, Parkdale.


TELEPHONE ACCESS:         For urgent matters our doctors can be contacted during surgery hours. If our doctors are consulting, or otherwise detained at the time, a message can be left with reception and a doctor will return the call when an appropriate time becomes available.  For emergency situations please call 000 for an ambulance.

EMAIL ACCESS:      Emails to our Doctors may be sent to Doctors will respond to emails when time becomes available. Response will be via a telephone call or a request to make an appointment.

INTERPRETER SERVICE:     Interpreter services are available. Please notify reception staff if you need an interpreter or have special communication needs when booking your appointment.


-SERVICES AVAILABLE:      Antenatal Care, Allied Health, Chronic Disease Managements, Counselling, General Health Checks, Childhood and Adult Immunisations, Lifestyle advice and mindfulness practice, Mens Health, Travel vaccinations and advice, Womens Health, Pregnancy Testing and Pap smears, Contraception Advice, Work Cover/TAC consults, Pre-employment medicals


SURGERY:     Minor Surgery, Removal of skin Lesions, Removal of Sunspots and Moles, Nail surgery


FEES:     Fees are payable at the time of consultation by Cash, Cheque, Visa, Mastercard or EFTPOS.

Bulk Billing is available for patients who hold current Pension Cards, Veteran Affairs Cards and for Children Under 16 years

Patients who are referred to specialist and/or Radiology, pathology etc may incur “Out of pocket expenses”


 Private Consultation Fees:


 Fee                                                                                   Rebate

Level B Standard – 23    $75.00                                           $37.05

Level C Long – 36           $115.00                                          $71.70

Level D – 44                    $165.00                                          $105.55

MEDICARE REBATES:          We have the ability to process medicare claims at reception, we notify Medicare on your behalf and they transfer rebates to your nominated banking account.

Item 23 – Professional attendance involving taking a selective history, examination of the patient with implementation of a management plan in relation to 1 or more problems, Or a professional attendance of less than 20 minutes duration.

Item 36 – Professional attendance involving taking a detailed history, an examination of multiple systems, arranging necessary investigations and implementing a management plan in relation to 1 or more problems, and lasting at least 20 minutes, OR a professional attendance of less than 40 minutes duration.

Item 44 – Professional attendance involving taking an exhaustive history, a comprehensive examination of multiple systems. Arranging any necessary investigation and implementing a management plan in relation to 1 or more complex problems, and lasting at least 40 minutes OR professional attendance of at least 40 minutes duration form implementation of a management plan.

RECALL/REMINDERS:         This Practice is committed to preventative health. Our recalls and reminders are an important part of our health care. You may at times receive requests or reminder phone calls or letters to attend for urgent and non-urgent investigation result appointments or regular check-up recalls. Please discuss with the doctor or advise administration staff if you have any queries, require further information or do not want any reminders.


HEALTH PROMOTION:      Health promotion and prevention services are actively used by all of our medical team. Please talk to your doctor as to what we may have available to assist you.

(Disclaimer: Our practice does not endorse advertised service or products)



COMMENTS AND COMPLAINTS:   We value your opinion, and ask for your feedback. Please feel free to pass on any comments, ideas etc. directly to our Doctors or our Reception staff. If you have a problem, please let us know immediately. You may also write to us r use our feedback/suggestion box. We strive to continuously improve our service and take your concerns, suggestions and complaints seriously. If you feel that your complaint is not resolved, you may contact Health Services Commission on 1300 582 113 which is located at 26, 570 Bourke Street Melbourne.


CONFIDENTIALITY:             This surgery has a strict policy to ensure that patients’ records are kept confidential & secure at all times. Information is only available to authorized staff members. Staff ensure that this policy is adhered to at all times, as patients privacy and confidentiality is paramount. A patient’s personal medical information can only be obtained only with that patients written consent and approval.






This practice is bound by the Federal Privacy Act (1988), Privacy Amendment (Enhancing Privacy Proctection) Act 2012 and the Australian Privacy Principles (APPs) and also complies with the Victorian Health Records Act (2001). Freshwater Place Wellness Medical Practice recognises the importance of protecting the privacy and the rights of individuals in relation to their personal information. This document outlines how we collect and manage your health information.

What is your personal information?

Personal information is information that identifies you or could reasonably identify you. Personal health information a particular subset of personal information can include any information collected and held to provide a health service. Our privacy policy covers all people who use our services or otherwise provide their personal information to us.

What personal information do we collect and hold?

The information Freshwater Place Wellness Medical Practice collects includes medical details, family information, name, address, employment or other demographic data, past medical and social history, current health issues and future medical care, Medicare number, account details and any health information such as medical or personal opinions about a person’s, disability or health status.

We may also collect some information that is not considered personal information as it does not identify you or anyone else. For example, we may collect de-identified responses to patient feedback surveys.

How do we collect your personal information?

  • Directly from you when you attend our clinics
  • As disclosed by you during your consultation at our clinic
  • From third parties such as a referring health professional, employers, law enforcement agencies and other government entities.

What happens if we can’t collect your personal information?

If you do not provide us with the personal information described above, the following may happen:

  • Freshwater Place Wellness Medical Practice may not be able to provide the requested service to you
  • Your diagnosis or treatment may be inaccurate or incomplete

For what purpose do we collect, hold, use and disclose your personal information?

  • To provide medical services and treatment to you
  • For administrative and billing purposes
  • Update our records and keep your details up to date
  • To process and respond to any complaints made
  • To comply with any law, rule and regulations
  • For the purpose of data research and analysis
  • For inclusion in a recall register for prevention of chronic disease
  • For the purpose of reporting back to your employer
  • To answer any queries about the services we provide to you
  • To provide information to third parties with your consent
  • To meet the obligations of notification to our medical defence organisations or insurers

Who do we disclose your information to?

  • Personal information will only be used for the purpose of providing medical services and for claims and payments, unless consented otherwise


  • Disclosure may occur to third parties engaged by the practice or for business purposes eg accreditation
  • Freshwater Place Wellness Medical Practice will inform the patient where there is a statutory requirement to disclose personal information (eg mandatory reporting of certain diseases)
  • The practice will not disclose personal information to any third party other than those related to providing our medical services unless consent is obtained
  • <Insert practice name> will not disclose personal information to anyone outside Australia without need and without patient consent.

Exceptions to disclose without patient consent are where the information is:

  • Required by law
  • Necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
  • To assist in locating a missing person
  • To establish, exercise or defend an equitable claim
  • For the purpose of a confidential dispute resolution process.

Direct Marketing

Freshwater Water Place Wellness Medical Practice does not use or disclose the information we collect about you for direct marketing unless an exception applies, including where the individual either consents to the disclosure or has a reasonable expectation that their personal information will be used for direct marketing, and the organisation notifies the individual on how to ‘opt out’ of direct marketing communications. Direct marketing communications from Freshwater Place Wellness Medical Practice may include information about our products and services and may be in the form of email, SMS, fax and mail.

How can you access and correct your personal information?

Freshwater Place Wellness Medical Practice acknowledges patients may request access to their medical records. Patients are encouraged to make this request in writing, and Freshwater Place Wellness Medical Practice will respond within a reasonable time. Freshwater Place Wellness Medical Practice will take reasonable steps to correct personal information where it is satisfied they are not accurate or up to date. From time to time, Freshwater Place Wellness Medical Practice will ask patients to verify their personal information to ensure it is accurate and up to date. Patients may also request for this information to be corrected / updated in writing.


Freshwater Place Wellness Medical Practice takes all reasonable steps to ensure that your personal information is protected from loss and misuse. Freshwater Place Wellness Medical Practice holds your information in both electronic and hard copy format. When your personal information is no longer needed it is destroyed or de-identified.

Contacting us

If you have any questions about this privacy policy, any concerns or a complaint regarding the treatment of your privacy or a possible breach of your privacy please contact Dr Toai Phan on 03 9926 3646. Your requests and complaints will be treated confidentially. Our practice representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and your options. If you feel the clinic cannot resolve your complaint / concern please contact the Office of the Health Services Commissioner on 1300 582 113 or email

Please Note: We may change our privacy policy from time to time. Any updated versions of this privacy policy will be included in our practice information sheet and on our website page. Advised verbally by your doctor.

For those who are new to the practice, it is located on the Mezzanine level of Freshwater Place Arcade.

Freshwater Place Wellness Medical Practice, Suite 13-15 /1 Freshwater Place, Southbank, Victoria 3006

Book Your Appointment Online Today