Appointment notifications

We’re updating the way we contact patients in Specialist Clinics. Depending on your clinic and appointment type, you may receive information in one or more of the following ways:

Text (SMS) message

You may receive a text message and/or email with your appointment date, time and location. 

Please note: this number is not monitored — do not reply.

Post

If you receive an offer letter in the mail, you’ll need to contact Specialist Clinics to book your appointment.

VicKey text message

You may receive a text message from VicKey containing a secure link. Follow the link and log in using your last name and date of birth.

Once logged in, you can:

• view your appointment details
• tell us if you can’t attend or no longer need the appointment
• access helpful information such as maps and directions

For more details, see appointment notifications from VicKey.

Changing or cancelling appointment bookings

You can use our online form to let us know that you need to change or cancel appointment bookings. 

Enquire now

If your appointment is in less than 48 hours, please contact us via our call centre on 03 9496 2444.

Learn more

What happens if I don't have a mobile number or email address?  

If you do not have a mobile number or email address, we will call the landline number you have provided. If we cannot contact you via landline, we will send you a letter in the mail.

When will I be notified of my appointment?    

We'll let you know as soon as your appointment is booked. The timing can vary by clinic, but typically:

• You may hear from us as early as 12 weeks before your appointment.
• Sometimes, contact happens just one week before your appointment.
• Most patients are notified about 3 weeks beforehand.

What if I am waiting to be seen by more than one treating unit or more than one doctor?

You will receive a separate notification for each appointment that you are booked into. Therefore, if you are waiting to see more than one specialist, you will receive a text messages or email for each appointment.

Do I need to respond to my appointment notification?

VicKey text message

Yes. Follow the secure link in your message and respond online.

Text message

No. SMS notifications come from an unmonitored number — please do not reply.

Post

Yes. If you receive an offer letter in the mail, you’ll need to call Specialist Clinics to book your appointment.

What if I am unable to attend the appointment that has been booked for me?  

Specialist Clinics appointments are valuable. If you can’t make the appointment, please let us know as soon as possible by using the link on the appointment text message and email so we can re-allocate your appointment to another patient.

If you need to make changes to your appointment within less than 48 hours' notice, please contact our Specialists Clinics Call Centre on 03 9496 2444.  
  
Our clinics only operate on certain days at allocated times and locations. We will endeavour to accommodate rescheduling requests; however, scheduling is subject to clinic availability. 

Do I need to do anything?

Let us know if any of your contact details have changed (telephone number, email address and address) to make sure you receive your communications.

You can do this next time you are in contact with of our Specialist Clinics administration team members, either in clinic or over the phone.

My appointment is with the Spinal (VSCS) unit, what do I need to do?

For information about what you will need to have ready before attending your appointment, see: spinal appointments.

Contact us

Specialist Clinics

Contact Specialist Clinics

Our call centre receives a high volume of calls. We apologise for any delay and thank you for your patience.

Phone: 03 9496 2444

Phone: 1800 134 864 (toll free for regional patients)

Phone: 131 450 (free telephone interpreter service)

Open hours

Specialist Clinics is open 8.00 am to 4.30 pm, from Monday to Friday.

Our Call Centre is open 8.00 am to 5.30 pm.

We're closed weekends and public holidays.