FAQ
Informative Medical Professionals for Better Understanding
All Non-Concession Patients above the age of 16 years will be Private Billed.
Do you offer repeat prescriptions?
In most circumstances, patients are required to attend for repeat scripts as this is best practice for optimum medical care. If arrangements are made with your doctor, repeat prescriptions may be prepared without a consultation with at least a 24-hour notice.
How do I get my test results?
Test results may be available by telephone after review by the general practitioner. Results will only be given to the patient or authorised person.
What about recalls and reminders?
In the event of an abnormal test result, patients will be contacted by SMS, mail or telephone to arrange an appointment with their treating doctor.
I have questions. Who do I call?
In many cases, the receptionist can assist you with your enquiries. If not, the doctor will endeavour to return your call as soon as possible.
What is a nurse clinic?
Our practice offers a registered nurse clinic service on Monday to Friday between 8:00 AM and 4:30 PM by appointment with our Registered Nurses Silvia Dawson & Pilar Otero.
Do you offer antenatal shared care?
Our practice offers an antenatal shared care program on Friday by appointment with Megan Arnold, Midwife and Registered Nurse, along with your treating doctor. This is run in conjunction with Wollongong Hospital.
Megan is also qualified to conduct Well Women’s Screens and may assist you with your women’s needs, i.e. pap smears and breast checks.
I have suggestions or complaints. Where do I send these?
If you have any suggestions or are unhappy with the service we provide, please direct these issues to the practice manager or your general practitioner. There is a suggestion box located at reception. We aim the make practice improvements following your feedback of which a list is available for your perusal.
How do I add or delete my payment details?
Log into your HotDoc account, 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 our security page and our privacy policy.
To see how our financial providers handle security and privacy, please view the links below:
Stripe Security / Stripe Privacy
Pin Payments Security / Pin Payments Privacy
Spreedly Security / Spreedly Privacy
can also check out our payment security FAQs for more information:
Do you do home visits?
Our doctors can provide home visits where it is deemed a patient is unable to attend the practice. However, this is impacted by the distance from the practice and by the staff available each day. Home visits are decided on a need’s basis.
Do you offer over 75 annual health checks and ATSI health checks?
Our practice offers over 75 annual health checks and ATSI health checks by appointment with one of our Registered Nurses.
Do you charge cancellation fee?
Please contact the practice to cancel or reschedule your appointment at least one hour prior to your scheduled time. Failure to do so may result in a cancellation fee of $20.
Why is our clinic using HotDoc Payments?
We use HotDoc to securely process payment for your telehealth appointments and unpaid consults. 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 above.
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 AUD$1 where HotDoc validate your card but this money is refunded right away. The full payment will be taken once the Doctor finalizes 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?
To claim your Medicare rebate, our practice can process it for you through patient claiming, provided we have your bank details on file. If we don’t yet have this information, please contact reception immediately after your consultation to update your details.
If your bank details are not on file, we will send you an invoice via email. You can use this invoice to claim your rebate through Medicare online or by visiting your nearest Services Australia office.
Does HotDoc store my card details?
No. The financial organisations we partner with and trust to verify and store your card details is called Stripe. They are accredited by the Payment Card Industry – Data Security Standards (PCI-DSS) and are Level 1 certified. For more information, please see HotDoc Payment 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 AUD$1 charged to my card after I added a payment method?
When you add a payment method there will be a AUD$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 practice for a refund
How do I add or delete my payment details?
Log into your HotDoc account, 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 our security page and our privacy policy.
To see how our financial providers handle security and privacy, please view the links below:
Stripe Security / Stripe Privacy
Pin Payments Security / Pin Payments Privacy
Spreedly Security / Spreedly Privacy
can also check out our payment security FAQs for more information:
