Accessibility and Inclusion
Charlton Medical understands that all of our patients are individuals with different needs and values. We recognise and value differences in ability, age, race and ethnicity, culture and belief, and gender and sexuality and hope that you will feel safe and included.
Assistance animals and guide dogs are welcome at Charlton Medical. Please let us know if there is anything we can do to make your visit more comfortable.
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Ability
Hearing
Patients who are hard of hearing may chose to contact Charlton Medical through the National Relay Service. You can find details about this initiative here. Auslan sign language interpreters can also be arranged – please speak to reception.
You may find it easier to contact us using email or through the direct messaging app on Charlton Medical’s Facebook page but please do not include private or sensitive information using this method. You can find more detail about Charlton Medical’s email policy on this page.
Low vision
Your Guide Dog is welcome to join you during your visit to Charlton Medical. Please let us know what we can do to accomodate you.
Charlton Medical’s library contains a selection of audio materials for you to borrow. Much of the written material is also available in easy read large print. Speak to your doctor. Any of our practice team would be happy to read information on forms or brochures to you should you require this.
Restroom facilities may be identified using the Braille signs.
Physical disability
Charlton Medical aims to maximise access to patients with physical disabilities. Dedicated disabled parking is available or the driver may choose to drop you at the front door and park later. Undercover parking is also available for electric scooters. A wheelchair is available for your use. Please speak to reception on your arrival.
Self-opening doors to the practice facilitate wheelchair entry and a lowered section of the reception desk improves access. A mixtures of chairs with and without arm-rests allows you to choose your preferred seat.
An accessible toilet with wheelchair entry, handrails and hands-free taps is available for the use of patients and visitors and Braille signage identifies restrooms.
You are welcome to bring your Assistance Dog with you to your consultation.
Age
Older patients
Charlton Medical is committed to providing a safe and secure environment for all ages. We bulk-bill all patients over the age of 65 regardless of pension status recognising that you may need to visit the doctor more often as you age and ensuring that you can afford your care.
We respect your right to confidentiality and will not divulge information to family members without your consent. On the other hand, you are welcome to have family members with you if you prefer.
You may choose to nominate somebody to make medical treatment decisions for you if and when you are no longer able to make these decisions yourself. There are a number of requirements that must be met to make this decision official. Please notify us if you have a substitute decision maker so that we can involve them in your care without breaching your privacy.
You may also choose to make an advanced care directive, which sets out your instructions in the event that you are no longer able to make that decision for yourself. Please speak to your doctor
Children
Charlton Medical empowers children to participate in their own healthcare decision making and provides a safe place for them to raise concerns. Children also have a right to the privacy of their health information, based on the professional judgement of the doctor and consistent with the law. This might, at times, restrict access to health information by parents of guardians.
All clinical staff working at Charlton Medical hold valid Working with Children cards and are trained in recognising and responding to risks of child abuse. We will act quickly to respond to any threats of harm to children.
Race and Ethnicity
Indigenous patients
Charlton Medical is built on the traditional land of the Dja Dja Wurrung people and we recognise their close association with the Charlton region.
We are committed to Closing the Gap by improving health outcomes for our Indigenous patients. Please speak to your doctor about your unique health needs and help us to keep you well.
We will ask you about your Indigenous status at your first consultation. Please let your doctor or any member of our practice team know if you would like to amend those details at any time.
Non-native English speakers
Charlton Medical recognises that communication may be more difficult for patients from culturally and linguistically diverse (CALD) backgrounds. Your needs are unique so please let us know how we can best work together to ensure you receive the best possible care.
Qualified medical interpreters are available by telephone to help you understand your consultation. Please let us know if you would like to take advantage of this service. You may bring a bilingual friend or family member to help you however please be aware that this may compromise the quality of your care since they may lack the vocabulary to interpret medical language and may find it difficult to remain impartial.
Many reputable websites contain translated materials. You will find some recommended resources here.
You will be asked if you speak languages other than English during your first consultation.
Gender and sexuality
Charlton Medical supports the wellbeing of members of the LGBTIQA+ community and works to ensure that you feel welcome and safe. You do not need to divulge this information to us however many from LGBTQA+ communities have unique health and wellbeing needs and we may be better able to care for you if you do. Any sensitive information will remain confidential and you may choose how information is recorded in your record. We will not disclose this information without your consent.
We encourage you to discuss your sexual orientation, gender identity or intersex status with us and we will endeavour to use your preferred personal pronouns when speaking with you. We will need to record your gender at birth to provide preventative care such as prostate checks, cervical screening or breast screening. We will also require the gender that you have registered with Medicare if you wish to obtain a rebate on your consultations.
Same-sex parents may both be recorded as parents of a child and will be included in any decision making.
People living with HIV should not feel obliged to divulge this status but we encourage you to do so when you feel ready.