FAQ’s

Patient Information

• HotDoc Payments

  Why is our clinic using HotDoc Payments?
  We use HotDoc to securely process payment for your appointments. What’s more, it provides added convenience for patients who prefer to book and pay online, with an option to save details for your next consultation. For our current fees, please refer to the Fees section below.

  Do I need to pay upfront for my appointment?
  You will be asked to add your card details at the time of booking. We will wait until after your consultation to collect the full payment. You may see a temporary charge of US$1 where we validate your card but this money is refunded right away. The full payment will be taken once the Doctor finalises your consultation.
  Our clinic also sends payment requests via SMS for outstanding accounts. In this case, you will be sent an SMS requesting payment with a HotDoc link attached to process your payment.

  How do I claim my Medicare rebate?
  Our clinic will process your Medicare rebate via patient claiming.

  Does HotDoc store my card details?
  No. The financial organisations we partner with and trust to verify and store your card details are called Stripe, Pin Payments and Spreedly. They are accredited by the Payment Card Industry – Data Security Standards (PCI-DSS) and are Level 1 certified. For more information, please see HotDoc Payments Security.

  Can HotDoc see my card details?
  No. Your card details, expiry, CVV codes and data are not visible to HotDoc nor the practice, and we do not collect or store these details.

  Why was US$1 charged to my card after I added a payment method?
  When you add a payment method there will be a US$1 pending charge processed on your card. In all cases, you will never be charged the amount as this is a temporary pre-authorisation in order for the financial organisations that we partner with to verify your card details.

  How can I request a refund?
  HotDoc does not process refunds. Please contact our clinic for a refund.

  How do I add or delete my payment details?
  Log into your HotDoc account or Partnered Health APP, view your account details and update as required.

  If you would like to read more about how HotDoc handles security as well as your personal information, please view HotDoc security page and privacy policy. To see how HotDoc financial providers handle security and privacy, please view the links below:
  Pin Payments Security / Pin Payments Privacy
  Spreedly Security / Spreedly Privacy

  You can also check out HotDoc payment security FAQs for more information:
  Payments Security FAQs
  Patient Privacy and Security

  

• Fees

  Changes to our billing policy as of 3 July 2023:

  The fees listed below are provided as a guide only. Some medical consumables such as dressings may incur an additional fee.

  Standard Consultation – $75.00
  Long Consultation – $120.00
  Telehealth Consultation – $75.00 or $80.00 if not eligible for a rebate

  The Medicare rebate can be processed immediately from our clinic.

  Patients who are on a Pensioner Concession Card, DVA or those aged 16 or younger will still be bulk billed if they have a current concession card and Medicare card provided at the time of the consultation.

  Please contact us if you wish to discuss the fee for your appointment.

• Appointments

  An appointment for a standard consultation will be made with your preferred doctor or the next available doctor, depending on your preference.

  Extended consultations are available on request. If you anticipate that your consultation will be long, please advise the receptionist when making the appointment.

  Our appointments are classified and invoiced as follows:

  • Minor Service (Level A)
    A brief service for an obvious problem characterised by the straightforward nature of the task that requires a short patient history and, if required, limited examination and management.
  • Specific Service (Level B)
    A service which requires of the General Practitioner a selective history and examination of the patient, to assess and manage the problem.
  • Extended Service (Level C)
    A service distinguished by more complex tasks required of the general practitioner when confronted with several alternative diagnoses which require a detailed history, multiple system examination, possible investigations and management.
  • Comprehensive Service (Level D)
    A service that requires of the general practitioner a complex intellectual process, involving exhaustive history, multiple system examination and the possible arrangement and evaluation of complex investigations in consideration of multiple alternative diagnoses.
• Cancellation

  There may be a cancellation fee if we do not receive notice of your cancellation.

  We need 24 hours notice if you wish to cancel an appointment prior to midday or minimum of two hours notice for afternoon appointments.

  If we receive late notice of your cancellation the fee may also apply. This enables us to reschedule the day for other patients.

  A fee may also apply if you miss your appointment without any cancellation notice.

• After Hours

  You can book a telehealth consultation during the After Hours period by clicking here. Fees apply.

  Our After Hours service should not be used in emergencies or life-threatening illnesses or injuries. If you require emergency assistance, call 000 for immediate help.

• Medical Certificates

  Medical certificates are available and can be requested at the time of consultation with your doctor. If you require a special consideration certificate, please bring the necessary paperwork to your consultation.

• Privacy and confidentiality

  We comply with Australian Government Legislation, ensuring that the privacy of our patients is maintained.

  A copy of our privacy policy is available at reception.

  Further information is available from the Office of the Australian Information Commissioner on 1300 363 992

• Reminders and practice information

  Our practice is committed to preventative care and we may issue you with reminder notices or practice information from time to time.

  Please advise the staff if you do not wish to participate in this program.

• Complaints

  Our practice encourages both positive and negative feedback from our patients.

  If you have a suggestion or complaint please do not hesitate to speak to our Practice Manager.

  Written feedback can be hand delivered or posted to the Practice Manager, PO Box 136 Midland WA 6936. We will respond to any grievances or suggestions promptly.

  Should you not be satisfied with the practices handling of your complaint, you may choose to then forward your complaint to the Health and Disability Services Complaints Office:

  Health and Disability Services Complaints Office (HaDSCO)

  GPO Box B61, Perth WA 6838

  Complaints and Enquiries Line: (08) 6551 7600 Fax: (08) 6551 7630

  Country Free Call: 1800 813 583

  email: mail@hadsco.wa.gov.au