For Patients

To access Medicare rebates for a consultation with a specialist cardiologist, you must have a referral from a GP or specialist.

• GP referrals are valid for 12 months, while specialist referrals are valid for 3 months.
• If you do not have a valid referral to see the specialist, you will not be eligible for a Medicare rebate and will be responsible for the full cost of the service.

You do not need a referral to see our practice GP.

Making Appointments

Attending Clinics

Cancellation Policy

To ensure efficient scheduling and minimize the impact of last-minute cancellations, our practice has established a cancellation policy. This policy outlines when a cancellation fee will be applied for appointments cancelled within 24 hours or for no-shows.

Policy Overview

• Cancellation Window: Patients must cancel appointments at least 24 hours before the scheduled time to avoid a fee.
• Cancellation Fee: A fee will be charged for cancellations made within 24 hours of the appointment or for no-shows.
• Extenuating Circumstances: No fee will be charged if the cancellation is due to extenuating circumstances as defined below.

Extenuating Circumstances

We understand that emergencies and unforeseen events can occur. The following are considered extenuating circumstances and will exempt the patient from the cancellation fee:

• Medical emergencies (patient or immediate family member)
• Death in the family
• Unavoidable transportation issues (e.g. car accident)
• Other significant unforeseen events (to be evaluated on a case-by-case basis)

Cancellation Procedure

1. How to Cancel: Patients can cancel their appointments by:
   • Calling our office directly at (08) 8317 5300
   • Emailing us at admin@integralhealthcare.com.au
2. Notification of Extenuating Circumstances: If cancelling due to extenuating circumstances, please inform us as soon as possible of the reason.

Fee Appeal Process

If you believe you were wrongly charged a cancellation fee, you may appeal by:

• Contacting our office within a reasonable time frame of the fee being charged
• Providing a detailed explanation and any supporting documents
• Our management team will review your appeal and respond with a final decision.

Communication of Policy

• At Booking: This cancellation policy will be communicated at the time of booking your appointment.
• Reminders: Appointment confirmation and reminder communications will include a reminder of this cancellation policy.
• Signage: The policy is displayed in our waiting area and available here on our website

Implementation and Review

This policy is reviewed annually and updated as necessary. Any changes will be communicated through our usual patient communication channels.

We appreciate your understanding and cooperation in helping us provide timely and effective care for all our patients. If you have any questions regarding this policy, please contact us at (08) 8317 5300

Billing Policy

Purpose

The purpose of this billing policy is to provide clear guidelines on the billing procedures and payment expectations for patients receiving care at Integral Healthcare in accordance with Australian healthcare regulations. This policy ensures transparency and compliance with Medicare guidelines.

Scope

This policy applies to all patients receiving services at Integral Healthcare and covers the billing process, payment methods, Medicare and private health insurance claims, and handling of outstanding balances.

Billing Process

1. Service Charges
   • All services provided by Integral Healthcare will be billed accordingly
   • Patients will be informed of the estimated out-of-pocket costs for services at the time of appointment scheduling

2. Payment for Services
   • Patients will be required to pay full amount on the day of the service.
   • Medicare: Patients are required to provide their Medicare details at the time of registration. Not all services provided at Integral Healthcare are eligible for a Medicare rebate.
   • Private Health Insurance: Private Health Insurance will only be used for in-hospital admissions. Gap payments required for services rendered in hospital will be fully disclosed to patients and informed financial consent (IFC) signed prior to admission.
   • Claims Submission: Integral Healthcare will submit claims to Medicare and Private Health Insurance companies on behalf of the patient for eligible services.
   • Bulk Billing: Integral Healthcare is a private practice, and we do not routinely bulk bill.
   • Concession Rates: Valid concession card holders will receive reduced fees. Concession cards accepted at Integral Healthcare are as follows:

3. Patient Statements
   • Invoices will be sent to patients for all outstanding accounts.
   • On request, patients invoices and receipts will be provided by Integral Healthcare for paid accounts.

4. Payment Methods
   • Integral Healthcare accepts the following payment methods:
     • Cash
     • EFTPOS
     • Major credit and debit cards (Visa, MasterCard)
   • Full payment is expected at the time of service.

5. Outstanding Balances
   • Payment Plans: Patients with outstanding balances may contact our billing department discuss the options of a payment plan.
   • Appointment Cancellation: Patients with overdue outstanding invoices may have their future appointments cancelled until the outstanding balance has been paid.

6. Cancellation and No-Show Fees
   • Cancellation Policy: A fee may be charged for appointments cancelled within 24 hours of the scheduled time or for no-shows. Exceptions are made for extenuating circumstances. See Cancellation Policy.

7. Disputes and Appeals
   • Billing Disputes: Patients who believe there is an error on their bill should contact our billing department as soon as possible
   • Medicare Enquiries: Patients can contact Medicare directly through the General Enquiries line – 132 011

Contact Information

• Billing Department: For any billing questions or concerns, patients can contact our billing department at (08) 8317 5300 or email accounts@integralhealthcare.com.au

Patient Confidentiality

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. See our privacy policy for further information. 

Access to personal records

A release of information from your personal record may be provided to you on written request to the clinic. Please include the following information on your request :

• Your name and address
• Health information required
• How you would like to receive this information
• If you authorise a person or organisation to access your records on your behalf

Please be aware that there may be an administrative charge to this.

Please also be aware that legislation may prevent some information being disclosed to you, particularly if it is felt to be detrimental 

to your care. An explanation will be provided to you under these circumstances.

Only you or another person you have authorised, such as a legal guardian or authorised representative can make the request.

Complaints

At Integral Healthcare, our doctors and staff are dedicated to delivering exceptional service and healthcare.

Patient wellbeing is our top priority, and we are committed to continuous learning and improvement to ensure outstanding care.

If you believe there are areas where we can enhance our service, please don't hesitate to share your feedback with your treating doctor or our practice manager. We value and appreciate your input.

For further assistance or to provide feedback, you can reach us via email at admin@integralhealthcare.com.au or by phone at (08) 8317 5300.