Medical Companion - FAQ
Who is eligible?
Do volunteers accompany travellers to non-medical appointments?
Who can make a booking?
How do you make a booking?
How much notice is needed?
Does the program provide qualified carers?
Does the program provide free transport for travellers in Melbourne?
Do volunteers accompany children?
Do volunteers assist travellers with mental health needs?
Is there a limit to the number of times you can use the service?
Do volunteers accompany travellers in wheelchairs? Can Travellers Aid Australia refuse to accompany a traveller?
Do volunteers carry luggage for travellers?
Which Clinics or Hospitals do we travel to?
How much does it cost?
What are the hours of operation?
Where are travellers met by volunteers?
What if my train is delayed or I cannot find the volunteer on arrival?
Can I bring a carer or family member with me?
What if there is an emergency?
Who is eligible?
Anyone living in Victoria and travelling to a medical appointment in central Melbourne can use the service as long as they are able to adhere to the following:
- Must be departing from Southern Cross (SCS) or Flinders Street Station (FSS)
- Able to travel independently
- Able to walk unassisted or negotiate at least a few steps with the help of a walking frame
- Able to comfortably enter and exit a taxi, tram or train
- If travelling by taxi, able to safely secure themselves via a seatbelt (exemptions apply, a certificate is required)
- Over 16 years of age unless accompanied by a parent or guardian
- Will not require medical treatment, intravenous therapy, oxygen or monitoring whilst using the service.
Do we accompany travellers to non-medical appointments?
No, medical appointments only (includes dental / health care)
Who can make a booking?
Clients (i.e. self referral), family members, friends or referring agencies can make a booking.
How do you make a booking?
You make a booking by calling 1300 700 399 between 7.15am – 9.45pm (7 days per week). You can also leave a message on the Travellers Aid (TA) answering machine with your name, contact number and stating that you would like to book a medical companion. A Travellers Aid staff member will return the call to finalise their booking.
How much notice is needed?
Bookings must be made at least 48 hours in advance.
Does the program provide qualified carers?
No, volunteers are not trained carers. For personal care, trained carers are on site at Travellers Aid Australia Flinders Street and Travellers Aid Australia Southern Cross to provide personal care when travellers are at the station. Volunteers will accompany travellers only.
Does the program provide free transport for travellers in Melbourne?
No, the traveller must pay their own transport costs.
Note: Travellers with valid daily V/Line tickets are able to travel on all Zone 1 and 2 trams, buses and trains in Melbourne. For transport reimbursement information, regional travellers can be referred to The Victorian Patient Transport Assistance Scheme (VPTAS).
Do volunteers accompany children?
Yes, as long as an adult guardian is present at all times.
Do volunteers assist travellers with mental health needs?
While the MCP service does not provide a specialist service targeted at travellers with mental health needs, we do accompany travellers with mental health needs who are able to travel in a domestic passenger vehicle (taxi) with other passengers (the MCP volunteer) or on public transport without medical personnel on board.
Is there a limit to the number of times you can use the service?
No, anybody can use the service as many times as they wish.
Do volunteers accompany travellers in wheelchairs?
Yes, as long as the traveller has a support person who assumes responsibility for loading, unloading and pushing the wheelchair when travelling. MCP volunteers are not required to push wheelchairs or conduct any “heavy” manual handling as they have not been trained in manual handling procedures.
Can Travellers Aid Australia refuse to accompany a traveller?
Yes, Travellers Aid can refuse the service to a traveller when:
- No volunteers are available to accompany the client. Travellers Aid will notify the client at the earliest possible time if this occurs.
- Clients may require medical treatment, intravenous therapy, oxygen or monitoring while using the service
- If the client has put a previous MCP volunteer at risk.
Do volunteers carry luggage for travellers?
Volunteers will only assist with light hand luggage. Travellers with luggage that they cannot manage alone may be required to travel to the medical appointment in a taxi.
Which Clinics or Hospitals do we travel to?
All hospitals, specialists and medical clinics in central Melbourne (the CBD).
How much does it cost?
The service is free of charge to travellers. It is funded by the Victorian Government Transport Connections Partnership, the Department of Planning and Community Development and in-kind by Travellers Aid.
What are the hours of operation?
Monday to Friday: 8.00am – 6.00pm. Weekend or out-of-hours services can be requested but will depend on volunteer availability.
Where are travellers met by volunteers?
Travellers will be met at a designated meeting place at Southern Cross Station or Flinders Street Station. The client can elect to meet the volunteer on the platform, at Travellers Aid, at the bus terminal or at the taxi rank.
What if my train is delayed or I cannot find the volunteer on arrival?
If possible, call the 1300 number (or ask the V/Line conductor to contact us) to advise us of the delay. If the volunteer is not at the designated meeting place on arrival, please ask station staff to contact Travellers Aid. Please wait for the volunteer or Travellers Aid staff member to arrive.
Can I bring a carer or family member with me?
Yes, family members and carers are welcome to accompany the traveller and volunteer.
What if there is an emergency?
Volunteers have a certificate in Level 1 First Aid and will seek medical assistance if unable to manage a medical emergency. Please advise them before leaving the station if there are any pre-existing conditions to be aware of.
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