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

  The Health Hub Family GP is a private billing practice.

  Please present your Medicare card, concession and pension on arrival for your appointment. For non-Medicare card holders, a fee will apply. Some services are not covered by Medicare. Please refer to
  our summary of fees displayed at reception.

  For newborns please advise our reception staff of the Medicare number.

  Our fees are as follows:
  Standard Consult $89 ($41.20 Medicare rebate)
  Extended Consult $162 ($79.70 Medicare Rebate)
  Long Consult $250 ($117.40 Medicare Rebate)

• Appointments

  We run by an appointment system to minimise your waiting time; however urgent cases will be seen on
  the day.

  Due to unforeseen circumstances, such as an emergency, delays can sometimes occur, and your patience would be appreciated if this should happen before your appointment.

  A routine appointment is 15 minutes.

  If you require a longer appointment, please discuss this with the receptionist when booking your appointment.

  We ask patients to arrive on time for their appointment so other patients are not inconvenienced.

  Telehealth appointments are available for patients that have been seen face to face within the last
  12 months.

• Cancellation

  If you are unable to attend your appointment, please contact the practice at least three hours before the appointed time, so that we can re-book the appointment and make another appointment for you.

  Failure to do so will incur a fee.

• After Hours

  If you have an emergency please telephone 000 or go to your nearest Emergency Department.

  We are pleased to offer After Hours consultations. Call (08) 8376 2957 to book your appointment with our After Hours coordinator. Our doctor will contact you at an appointment time of your choice, generally within 1 hour.

  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.

• Telephone Calls

  Your doctor is available by telephone; however, calls to the doctor can sometimes inconvenience patients while having their consultation so a message will be taken. In some cases, the nurse or receptionist may be able to assist you.

  If your call is urgent, you will be put through to the nurse and triaged accordingly. Messages may be left for the attention of the doctor and will be returned as soon as possible.

• Test Results

  Test results may require an appointment with your doctor. Your doctor may ask you to return for the results of a test rather than telephone if required.

• Prescriptions

  We ask where possible that you try to obtain your scripts during your consultation. If you need repeat scripts, we ask that you make an appointment to see your doctor so that the medical condition for which the scripts are written can be checked.

• Referrals

  We prefer to discuss your condition with you before referring to a specialist.

  If you have previously seen a particular specialist for an ongoing problem and require a repeat referral, please book an appointment with your Doctor.

• Reminders and Practice Information

  Our practice is committed to preventive care and participates in National and State reminder systems. We offer a reminder system for cervical screening tests, immunisations, blood tests and other preventive health
  services appropriate to your care. If you do not wish to be part of this system, please advise our reception staff.

• Privacy and Confidentiality

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

  Your medical records are personal and confidential. In this practice, they are kept on computer. We have put
  in place effective security procedures which restrict access to records. Your records remain secure and
  private. Your personal health information is only accessed by authorised staff and will not be released without your written consent. Only de-identified data may be used for research purposes. If you do not want
  your record to be accessed please inform your doctor.

  We aim to provide high quality care that may involve other health professionals. For example, if
  you have diabetes we may ask a diabetes educator to share your care. To do this effectively other health
  professionals may need access to your records, but they will remain secure.

  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.

• Patient Feedback

  Patients can provide feedback on our practice by talking to practice staff. If you are unhappy with any aspect of the care we provide, we would encourage you to speak to one of the doctors at the first opportunity. If you wish to pursue the complaint further you may contact:

  Complaints Commissioner
  Health & Community Services
  P O Box 199, Rundle Mall, Adelaide
  PHONE 8266 8666