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

  Broadwater Medical Centre is a mixed billing practice. Fees are at the discretion of your treating doctor.

  Bulk billing may be offered to Health Care Card, Pension Card and DVA Card holders.

  Bulk billing is available to school aged children.

  A Treatment Room Fee applies for most procedures.

  Please speak to our team for further information.

• 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.

  SMS message reminders for appointment times are sent at 5pm on the day prior to 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.
• 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.

• Cancellation

  Our cancellation fee is $40.00 for a standard consultation and $50.00 for a Molescan consultation if we do not receive notice of your cancellation. We require 24 hours notice if you wish to cancel an appointment. This enables us to reschedule the day for other patients.

• Access to Medical Records

  Patients at this practice have the right to access their personal health information under legislation, subject to certain exceptions, forms and the payment of reasonable fees.

  Personal information will only be released to a third party (including specialists) according to privacy laws and at the doctor’s discretion, written authorisation from the patient is required.

• Electronic communications

  Our surgery may send you SMS reminders of appointments, if you do not wish to receive these please notify reception and they will remove you from the recall.

  General email enquiries can be made via our practice website. We will attempt to respond to all email queries within 24 hours. If your query is urgent or if you need to cancel an appointment on the day please call reception on 08 9751 0400 as we cannot always guarantee immediate response to email communication.

  It is our policy that all communication with patients via electronic means is conducted with appropriate regard to the privacy laws relating to health information.

• Contacting your doctor

  If you have a query and our receptionist or nurse is unable to help you, she will leave a message for your doctor. All attempts will be made to assist in your query however consulting patients over the phone is difficult and often unfair on both the patient and doctor and you may be asked to make an appointment to review appropriately.

• Health assessments

  We have a dedicated Primary Care Nurse on site who offers a variety of specialised health assessments to assertain your risk of chronic health conditions such as diabetes, chronic heart disease, osteoporosis, asthma and COPD.

  If you are at risk or have been diagnosed with any of these diseases your doctor and our primary care nurse will work together with you on a routine basis to help you towards disease prevention and management.

• 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.

• Referrals

  Specialist referrals require an assessment of your condition by the doctor and preparation of a referral letter.

  Referral letters will not be issued unless you attend your GP for an assessment, except in special circumstances by arrangement with your doctor. Referrals cannot be backdated.

  Please contact the specialist or testing centre where you have been referred for their individual fees.

• Results

  To maintain strict patient confidentiality and compliance with the Privacy Act it is our policy that all test results will not be given over the phone by receptions staff and nurses.

  Patients are required to book a follow up appointment to receive and discuss results with their doctor.

• 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.

  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 Office of Health Review:

  Office of Health Review
  St Martins Tower Level 17
  44 St Georges Tce
  Perth WA 6000
  ph: 08 9323 0600
  fax: 08 9221 3675

  web: www.healthreview.wa.gov.au