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

  We are a mixed billing practice. The fee varies with the nature of your consultation.

  New Consultation Fees from July 15, 2024

  Type of Consultation	Private Fee	Medicare Rebate
  General (15 mins)	$95.00	$42.85
  Long Consultation (15-30 mins)	$135.00	$82.90
  Prolonged Consultation (30-45 mins)	$150.00	$122.15

  Vaccinations are charged Privately unless eligible.

  Cancellations: $30 may be charged shall your appointment be cancelled within 4 hours or if you do not attend your appointment.

  We appreciate payment at time of consultation as we do not issue accounts. We accept major credit cards and EFTPOS.

  Please note ALL doctors privately bill for new patients. Enquire with one of our friendly reception staff for more information.

• 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.

• Appointments

  The surgery is based primarily on appointments however, there will be appointments allocated for patients on the day. We suggest that you ring first thing in the morning to secure a time.

  We also accept “walk-in’s” and aim to see all patients with minimal waiting time. If you believe that you have a number of complex issues, you can ask for a longer appointment. If you are having a procedure, please book a longer appointment.

• Repeat Prescriptions, Referrals and Pathology Results

  Doctors providing prescriptions, referrals to specialists or pathology results are responsible legally and ethically to ensure these are correct and warranted. Therefore, a consultation with a doctor may be necessary.

• Complaints

  If you are concerned about any aspect of the service you received at our practice please address the Practice Manager or your doctor to discuss your concerns.

  We believe problems are best dealt directly with the practice. However, if you feel the need to discuss a matter outside the practice you can contact:

  Health Care Complaints Commission

  Locked Mail Bag 18
  Strawberry Hills NSW 2012
  Ph: 02 9219 7444