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

  Collins Street Medical Centre is a private billing practice, and consultation fees will be charged at the discretion of the treating doctor.

  CONSULTATION FEES

  • STANDARD $105
  • LONG $175
  • EXTENDED $240
  • GP Management Plans, Team Care arrangements, Health Assessments and Mental Health Treatment Plans fees range between $50 – $85 out of pocket.

  OTHER FEES

  Treatment Room

  • Medical consumables used as part of your treatment may attract a separate fee.
  • Procedural fees will vary according to the type and complexity – please enquire prior to your appointment. These fees offer a Medicare rebate.
  • For your convenience we stock a wide range of travel and other vaccines – please ask reception for individual prices.

  Our policy is that payments are to be made on the day of consultation. Accepted payment methods include EFTPOS and credit card.

  The practice now offers Medicare Ezyclaim: for eligible services your Medicare Rebate is paid back to your DEBIT CARD immediately after you have paid your account at the practice.

  We also encourage our patients to register their bank account details with Medicare to allow for prompt reimbursement of the Medicare rebate to the nominated bank account.

  If your doctor refers you to another doctor, a specialist, or for any investigative tests please ask about fees and other costs that may arise.

• Appointments

  New patients including women, men and children are welcome at Collins Street Medical Centre. Please bring photo identification with you.

  Consultations are by appointment only, however cases of emergency and emergency telephone calls will be promptly dealt with when you phone the practice. However, consultations cannot take place over the telephone, so you may require a follow-up consultation.

  APPOINTMENT / CONSULTATION TIMES:

  • STANDARD:15 minutes
  • LONG: 30 minutes
  • EXTENDED: >30 minutes

  Please specify which doctor you would like to see and the length of consultation that you require at the time of booking.

  Improving our Communication with our Patients.

  The practice is increasingly seeking to communicate with our patients via secure electronic means. This would include email / SMS health reminders, on-line appointment bookings, SMS appointment reminders and in the future video consultations and patient uploading basic health information. To do this we need to ensure we have your email address, mobile phone number and of course your consent.

  We believe in providing our patients with appropriate preventative health information, recall / reminders and other health related information that will support your health and well-being. As a patient of CSMC you have the option to be included in our preventative health management program; you have the right to opt-out and should you wish to do so please advise one of our team or your GP.

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  Our Doctors are also assisted by Practice Nurses who may be involved in your care for new patients, care plans, immunisations, wound care or attending to emergency patients.

  Our reception staff are available to make bookings and to assist you as required.

• Cancellation

  If you are unable to attend for a scheduled appointment, please contact us to cancel or change your appointment time. As a courtesy we send out appointment reminders to the mobile number on file and request a minimum of 2 hours notice if you are unable to attend.

  We have high demand for appointments and many patients miss out on seeing the doctor of their choice or even obtaining an appointment at all. Late cancellation of failing to attend does not allow the appointment to be offered to someone else seeking treatment.

  A fee will be charged for failure to attend or cancellation at short notice, less than 2 hours on the day (NB: this fee does not attract a Medicare rebate).

• 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.

• 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.View our Privacy Policy.

  Further information is available from the Office of the Australian Information Commissioner on 1300 363 992

• Reminders and practice information

  We believe in providing our patients with appropriate preventative health information, recall / reminders and other health related information that will support your health and well being. As a patient of CSMC you have the option to be included in our preventative health management program; you have the right to opt-out and should you wish to do so please advise your GP.

• Patient Results

  Your doctor will advise when they expect your results to arrive at the practice.

  In the event of a clinically significant result, you will be contacted as soon as possible to make a follow up appointment to discuss the results with your doctor.

  Please ensure that you advise us of any change to your contact details.

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  DCP Results: Secure Online service.

  The doctors at Collins Street Medical Centre also use an innovative addition to their clinical software system known as ‘Doctors Control Panel’ (DCP). This also incorporates a new patient results utility called DCP Results – an online secure way for patients to see their results with their GP’s explanatory comments. This empowers our patients and helps them self manage their health.

  Once patients have provided consent for their results to be shown in DCP Results, patients receive a unique “PIN” login ( via SMS) to a secure website where they can access their own results that have been entered by the clinic with accompanying comments from their GP.

   

• Onsite Pathology

  Dorevitch Pathology provides onsite pathology with two collection rooms within our surgery.

  PATHOLOGY COLLECTION AVAILABILITY

  • HOURS:7.30am – 5.00 pm

  Most services are bulk-billed to our patients holding Medicare cards. There may be a fee for some specialised tests not covered by Medicare.
  For more information you can view the Dorevitch website : www.dorevitch.com.au or phone 9244 0444.

• Complaints

  Our practice encourages both positive and negative feedback.

  If you have a suggestion or complaint, please do not hesitate to speak with one of our team members or Practice Manager. Email or written feedback can be directed to the Practice Manager. We aim to 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:

  https://hcc.vic.gov.au/make-complaint or you can call 1300 582 113 to lodge your complaint.