Important Changes to Billing Policy
Dear Valued Patients,
We write to inform you of important changes to our billing policy at Complete Family Care. After
long, careful consideration we have made the decision to introduce mixed billing to this practice.
These changes will come into effect from 5th December 2022
Information included below:
1. What is mixed-billing?
2. Why are we changing to mixed billing?
3. When will bulk-billing still apply?
4. How will the fee be processed?
5. How will I know the cost of my appointment before I come in?
6. Where can I find the clinic fees?
7. Reasons for the change in policy
1. What is mixed-billing?
Mixed-billing means that most patients will now be required to pay a fee for their consultation. A
gap payment is the out-of-pocket cost that is the difference between our clinic’s fees and your
Medicare rebate.
2. Why are we changing to mixed billing?
While we have endeavored to continue bulk- billing, the increase in cost of running a General
Practice clinic has significantly increased over recent years. As a result, the Medicare rebate no
longer allows for sustainable practice. The Government has only increased the standard
consultation fee by $4 over the last 9 years, it is financially no longer possible to continue to
provide high quality medical services whilst bulk billing all of our patients.
3. When will bulk-billing still apply?
Access to healthcare is very important to us. Therefore, certain patients will continue to be bulk-
billed. Patients who are under 16 years of age, Healthcare card holders, Pension card holders
and DVA card holders will continue to be bulk billed.
Chronic disease care plans, mental health care plans, health assessments and childhood
immunisations will remain bulk billed for eligible patients.
4. How will the fee be processed?
You will be charged the full consultation fee to your credit or debit card at the end of your
appointment.
We can then electronically process your Medicare rebate on your behalf (if you have registered
your bank account details with Medicare). The rebate should appear in your bank account within
1-2 business days. We recommend that you ensure your bank details are up-to-date on
my.gov.au to avoid any delays in receiving your rebate.
5. How will I know the cost of my appointment before I come in?
Our reception staff will always try to give you the most accurate advice possible about the costs
of your appointment ahead of time. However, please keep in mind that the reception staff will
only be able to offer you advice based on the information you provide and that your type of
consultation may vary in your appointment.
Key indicators that will change the cost of your appointment include the length (time) of your
appointment, how many issues you discuss with the doctor, and whether there is a procedure
involved in your appointment. We have tried our best to keep the gap payment as consistent as
possible across all appointment types so that patients do not experience too much variation.
6. Where can I find the clinic fees?
The Clinic fees can be found here
7. Reasons for the change in policy:
The team at Complete Family Care are committed to maintaining and improving the quality of
healthcare we provide and in order to protect the sustainability of this practice, management
feels it is necessary to make this change.
Complete Family Care fees are in line with the Australian Medical Association.
We cannot thank you enough for your ongoing support of our practice, in the past and into the
future, as we make this transition.
Kind regards,
Management and Team at Complete Family Care