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FAQ

Fees

Health On 21 Medical Centre is a mixed billing practice to ensure we provide you with the best quality care. Please see the below for the detailed billing schedule:

Medicare Bulk Billed Patients:
• Children 15 years and under
• Pensioners
• DVA Card Holders

Patients eligible for Concession Fees:
• Patients aged 16-18 years
• Health Care Card holders
• Commonwealth Seniors card holders

Concession Rates:

Consultation Fees:

Medical Marijuana:

Other Services:

Medicare rebates are available to those who hold a valid Medicare card. Patients are able to claim their rebates on the spot at Health On 21 Medical Centre when using a cheque or savings account for EasyClaim. For those who do not have a Debit card on person, Medicare is able to deposit the rebate to the nominated bank account within 24 hours.

Patients who hold a Pension, DVA or concession card must show their valid ID at the time of consultation.

Recalled appointments (e.g.to discuss results with your GP) will be bulk billed. If you need to speak with your doctor about a matter other than your results please book another appointment.

Why do I pay a gap fee?
At Health On 21 we are a mixed billing practice where some consultations are bulk billed and others are privately billed. Being privately billed is when a patient pays the full amount and can then claim a Medicare rebate immediately (or within 24 hours) at our practice. A Medicare rebate refers to the amount of money a patient receives back from Medicare if they are privately billed when visiting a doctor or specialist. If the consultation is bulk billed, then the practitioner agrees to accept the same amount of the rebate from Medicare as full payment for the appointment.

Since 2014 the Medicare rebate has been frozen by the Federal Budget. For bulk billed visits that means there has been no fee increase in that time, which essentially means no pay rise. Since the “freeze” the costs of running a business (rent, electricity, phone etc.), staff wages and consumables have all increased.

To ensure our staff and practitioners at Health On 21 provide the best service possible without compromising quality of care or the length of consultation times, we are a mixed billing practice so that pensioners, children (15 years and under) and DVA patients are able to be bulk billed for their appointments, and those who are employed and earning an income pay a gap fee.

Please note that if you are a privately billed patient and are recalled for an appointment (e.g. to discuss results) you will be bulk billed, as these are appointments your doctor requests for you to come in.

If you have any further questions about our fee structure please feel free to speak with reception staff, or your practitioner during your consultation.

Appointments

Standard appointments with GPs are approximately 20 minutes, however longer appointments may be made upon request. Health On 21 endeavours to accommodate our patients as best as possible in terms of preferred appointment times and GP.

Appointments can be made easily by clicking the “Book Appointment” button on our website, or by calling the practice on (07) 5613 1531.

Allied Health appointments require booking via telephone, alternatively please feel free to come and book in person.

Closest Pharmacy
Chempro on 23rd Avenue is approximately a 5 minute walk / less than 1 minute by car.

Find it here:
Cnr Townson Ave & Mawarra Street
Shop 7 Palm Gardens Shopping Centre
Palm Beach QLD 4221

After Hours Care
Chevron After Hours Palm Beach provides care to our patients outside normal trading hours, including Public Holidays and weekends; and also provide home visit services.

Chevron After Hours Palm Beach – (07) 5534 3633

If you are experiencing a medical emergency, please call 000 immediately.

Waiting Times
Your time is valuable, so our practitioners will try to adhere to appointment schedules.

However, unforeseeable circumstances may arise which may lead our practitioners to be delayed. We will inform you as soon as possible if there are any instances where we may be running behind on time, and sincerely apologise for any inconvenience delays may cause.

Parking & Wheelchair Access
Health On 21 Medical Centre has parking onsite, as well as plenty of street parking available.

Wheelchair access is available at the rear of the practice, however please inform reception upon booking your appointment if you require the use of the wheelchair access, as the door opens from the inside only.

Payment Methods
Health On 21 Medical Centre uses a Tyro eftpos/credit card machine, which enables patients to claim Medicare rebates immediately to their bank account (when using a Debit card, cheque/savings account for the rebate portion).

No cash is held on the premises.

Reminder System
Our practice uses HotDoc for patient SMS reminders of appointments.
SMS reminders are sent:
• 24 hours prior, for GP appointments
• 48 hours prior, for Allied Health appointments

Please inform reception if you wish to opt out of SMS reminders.

To find HotDoc’s privacy policy please find it here.

Repeat Prescriptions
Please book an appointment to see your Doctor for repeat prescriptions as it is important for your GP to see you before renewing any prescriptions.
Pathology and Radiology Test Results
Please book an appointment to see your Doctor for Pathology/Radiology results as it is important for your GP to explain your results with you, as well as discuss any further investigations if necessary.

Your GP will advise you in your consultation when results are expected to arrive. Should your results come early, reception will call you to arrange a follow up appointment. Please note that recalled appointments are bulk billed.

Due to privacy, Health On 21 Medical Centre will not disclose results over the phone.

Immunisations / Vaccines / Travel Medicine
Our practice offers childhood immunisations with an age appropriate health check, travel vaccination advice, catch-up schedules, Government funded vaccines and influenza vaccinations for people at risk and 65 years and over. Please ask our nursing staff or the GP for further information.
How we handle your personal health information
Health On 21 Medical Centre treats your medical record as a confidential document, and your information is treated in accordance with the Privacy Act. You can find our Privacy Policy here.
Smoking Policy
Health On 21 Medical Centre has a strict no smoking policy.
Patient Feedback

Health On 21 Medical Centre is committed to providing quality care to our patients and appreciate any feedback, whether it be complaints or compliments, to continually improve our services to you.

Please fill out the Feedback form, and hand it to reception or send it to:
Health On 21 Medical Centre
1372 Gold Coast Highway
Palm Beach 4221 QLD

Alternatively, you may call us on 07 5613 1531 and speak with our Practice Manager, Brendan Hill.

All feedback is treated with confidence and Health On 21 appreciates your time in letting us know of your suggestions or concerns.

Download our Patient Feedback Form here

Do you have Child Minding Services onsite?
Unfortunately our Practice does not have child minding services. Please arrange for someone to wait with your little ones in the waiting room if you are not planning to take them into your consultation.

We understand that you may not always be able to arrange someone to come and sit with your children, or they may even be old enough to wait by themselves; in return, we ask you to understand that our Reception staff are not responsible for them beyond reasonable duty of care.