Patient Fees, Non-Attendance and Outstanding Debt Policy

  1. Appointment Scheduling and Fees
    • Standard appointments are scheduled for 15-minute intervals, during which it is usually only possible to deal with one or two key problems (one minor, one major)
    • If you think you will need longer, please book a longer appointment (30 minutes) – please note, this may incur an extra fee.
  2. Payment Terms (for in-clinic appointments)
    • Full payment for all services is required at the conclusion of your appointment, following your consultation with the GP, Nurse, or other healthcare provider.
    • Any additional charges for required services (e.g., ECG, liquid nitrogen, dressings, etc.) will be payable at the conclusion of your appointment. Where possible, you will be informed of any extra costs prior to a procedure or special consultation.
    • A schedule of our regular fees is available on our website and at reception
  3. Virtual (phone/video) Consultations
    • A scheduled virtual consult will be charged at normal consult rates. Payment is required prior to your appointment (either by internet banking or over the phone via credit card).
  4. Repeat Prescriptions
    • Payment in full is required at the completion of your prescription request. A message will be sent advising you of any applicable fee, which is then to be paid via internet banking or over the phone via credit card within 48 hours.  Alternatively, you can visit the clinic to make payment.
  5. Accepted Payment Methods
    • Payment options include EFTPOS, Visa, Mastercard, Cash, AP (automatic payment), or Stripe via the patient portal.
    • If you wish to pay using Internet Banking, our account is: ANZ 01 1839 0927033 00. Please use your patient NHI number or full name as a reference.
    • We understand that financial difficulties can sometimes make it hard to access healthcare. If you’re unable to pay in full, please contact reception before your appointment – we’re here to work with you to ensure you continue receiving the support you need.
  6. Non-payment on the Day of Appointment
    • If payment is not made at the time of your consultation, a reminder message will be sent on the same day. We then expect the consultation fee to be paid within 24 hours. Please note, we reserve the right to apply a penalty fee for late payment.
  7. Missed and Late Appointments
    • Henderson Medical Centre reserves the right to charge 50% of your service fee for missed appointments. A missed appointment is defined as:
    • The patient does not show up at all (a ‘no show’ or ‘did not attend’).
    • A patient is more than 10 minutes late for the appointment. Patients arriving more than ten minutes late may need to reschedule their appointment, as it may not be possible to accommodate them within the remaining time. The full consultation fee may still apply.
  8. Appointment Cancellations
    • Cancellations must be made at least 3 hours prior to your scheduled appointment. If you are unable to attend, please contact reception by phone or email ([email protected]) at least 3 hours in advance. If notice of non-attendance is not received within this timeframe, a penalty fee of 50% of your service fee will apply.
  9. Debt Recovery and Referral to Debt Collection
    Debt Recovery Process:
    • Any account more than 90 days overdue will be referred to our Debt Collection Agency, Law Debt Limited, for recovery. You will then need to deal with them directly.
    • All debt recovery costs will be on-charged to the patient.
  10. Sharing of Personal Information
    • If an account is referred to a debt collection agency, only the necessary personal information (such as your name, contact details, and outstanding balance) will be disclosed.
    • All personal data will be handled in accordance with privacy laws to ensure the protection and confidentiality of your information.