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

  Our billing policy as of 1 January 2023

  Broadwater Medical Centre is a privately billing practice. Payment is required in full on the day of consultation. We can transmit your rebate through to Medicare and in most cases you can have your rebate back in your bank account the same day.

  Our Fees:
  Standard Consult (15 mins) $85.00
  Long Consult (30 mins) $148.00
  Molescan (all patients) $100.00
  Discounted fees, with an out of pocket cost of $20.00 apply for all Health Care and Pension Card holders including those over 65 years of age. School aged children and DVA Gold Card patients will be bulk billed.

  All doctors have the right to choose their patients billing and can alter the practice policy at their discretion.

  Skin Procedure Fees:
  Molescan Skin Cancer Check $100.00 for all patients
  The total cost of your surgery depends upon the size location surgical technique and type of lesion(s) removed; the latter can only be determined once the pathology result returns from the laboratory. Hence patients will be invoiced for the total cost of the surgery approximately one week post-surgery with an estimate provided at the time of booking.

  Payment is due within seven business days of receipt of invoice. Once we have received your payment, the Medicare rebates are processed directly into your bank account, leaving you out of pocket a fixed gap fee depending on surgical duration:

  Private Fees:
  Short Surgical Procedure – Less than 30mins $50.00
  Long Surgical Procedure – more than 30mins $100.00

  Concession Fees:
  Short Surgical Procedure – Less than 30mins $25.00
  Long Surgical Procedure – more than 30mins $50.00

  A treatment room facility fee of $25.00 also applies to ALL patients.

• 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 Care and Emergencies

  Home visits for regular patients of this practice whose condition prevents them from attending the surgery can be arranged by telephoning the practice nurse during our normal opening hours.

  For afterhours urgent matters, please contact health direct for phone advice on 1800 022 222 , alternatively call 000 for an ambulance or proceed to the emergency department at Busselton Hospital.

  The Busselton District Hospital on Mill Rd, Busselton, has a 24 hour Emergency Department where medical treatment can be obtained after hours.

  In any emergency situation you should immediately call an Ambulance by telephoning 000

• 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