PATIENTS of the Hamilton Medical Group (HMG) have expressed concern about a recent change in the clinic’s billing policy that requires credit card details before being able to book a consultation.

When making an appointment online via the appointment portal HotDoc, confirmation of booking is contingent upon credit card details being provided.

Patients who do not provide their credit card details via the app need to call the clinic direct to make an appointment, however, still receive an SMS requesting their credit card details.

One patient claimed this requirement would impact negatively on many members of the community who don’t have a credit card and cannot afford the payment at the point of consultation.

The patient also questioned the security of disclosing credit card details via HotDoc.

“I pay cash for most things,” they said.

“It’s stressing out everybody (HMG reception staff) there as well.”

Healthcare affordability has increased as a major concern for Australians as the cost-of-living has risen in recent years and months with people opting not to seek medical treatment for health problems.

A survey of 5100 health consumers that was supported by the Commonwealth Department of Health and the Australian Commission on Safety and Quality in Heath Care in 2021 identified gaps between care needs and affordability.

When consumers were asked how confident they were that they could afford needed care if they were to become seriously ill, 29 per cent said they were not confident.

The survey found that for those living with at least one chronic condition, they were even less confident they could afford needed care if they became seriously ill.

Almost a quarter of survey respondents indicated that they did not fill a prescription or missed doses of medication, and the reason given by 28 per cent of these was “because I could not afford it”.

The Royal Australian College of General Practitioners (RACGP) said last week that insufficient Medicare rebate had made healthcare in Australia increasingly inaccessible.

It said that more than 60 practices across Australia had been forced to close since 2019, with many blaming low Medicare rebates and not being able to recruit enough GPs.

The RACGP said the Cleanbill report found only 35.1 per cent of clinics that were taking on new patients offered bulk billing to adults for a standard item 23 consultation, following years of freezes and low increases to the Medicare patient rebate.

The Cleanbill report said this had been compounded by growing concern about the increased payroll tax burden on practices.

RACGP president, Dr Nicole Higgins, said the report showed the cost of years of neglect of general practice.

“Medicare has not kept up with the cost of running a practice,” she said.

“We are now well past the point where the general practice profession … can subsidise care.

“This is the result of years of neglect.

“In February, new Department of Health data showed bulk-billing had fallen to its lowest point in a decade.”

The RACGP said workforce shortages were also partly a result of consecutive governments underfunding general practice care and that the closure of these practices was an immeasurable loss for patients and communities. 

An HMG spokesperson confirmed that due to the current level of outstanding unpaid accounts, the practice had to implement the new process to reduce debt.

The spokesperson said a medical practice was like any other business or service provider that incurred significant and increased running costs over the last few years.

“The cost of CPI and living expenses is well behind what the government patient Medicare rebate is currently paid,” they said.

“To be able to continue to offer a quality service and remain open we have had to necessitate changes to the business.

“We appreciate that this may be inconvenient to some patients.

“However, it is a necessary change and moving with the times, like other businesses we are trying to stay current in this digital age and utilise technology available.”

The spokesperson stressed that those without a credit card would not be disadvantaged and would still be able to see a doctor, but payment would be required on the day of consultation.

They said existing patients who do not enter their credit card details must pay their account on the day immediately after seeing a doctor. 

“If this is not done the patient will be unable to book further consultation,” the spokesperson said. 

“After hours clinic arrangements remain unchanged, but payment will be required before a future appointment can be made. 

“Lots of medical practices and other businesses request credit card details to hold bookings or to use if someone leaves their service without paying their account.”

HMG is a private, mixed billing practice. 

“If patients are on a concession card, they can mention this to the doctor at their appointment and this may result in a reduction in consultation price, but this is ultimately at the doctor’s discretion,” the spokesperson said.

“Patients can choose how they wish to pay on the day after their consultation.

“This could be via cash, cheque, EFT, credit card or by assigning their benefit to the doctor by signing a bulk billing form.

“Credit card details are … not used unless the patient leaves without stopping at the Accounts Department.”

Regarding security concerns and protection of private credit card details, HMG said it partnered with accredited companies that subscribed to global security standards to accept, process, store or transmit information in a secure environment.

“They will be stored securely,” the spokesperson said. 

“Your card details, expiry, CVV codes and data are not visible to HotDoc nor the practice.”

The spokesperson said that patients who were using HotDoc for repeat prescriptions already had their credit card information stored within their HotDoc account.

They said most patients were satisfied with having this as an option because it meant they did not need to attend the clinic in person for an appointment.