GOING TO HOSPITAL WITH YOU ON YOUR JOURNEY

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1 GOING TO HOSPITAL WITH YOU ON YOUR JOURNEY

2 About Bupa Bupa is a healthcare leader, proudly looking after the needs of more than three million Australians. We have been around for over 60 years and we re part of a global group whose care and expertise now stretches across 190 countries. It is our purpose that makes us different. We exist to help our members live longer, healthier, happier lives. Which is why our global family reinvests its profits to provide better services for members and to ensure quality healthcare remains affordable. We are dedicated to helping find a healthier you. Call us first Remember, if you re going to hospital and you d like to discuss the information in this guide, give us a call we re here to help bupa.com.au Visit your local Bupa centre 2

3 About this guide If you haven t been to hospital very often, you may not be familiar with how the hospital system works. This guide aims to help make your hospital experience as simple as possible. From discussing your treatment with your specialist, to making a successful recovery, there are many steps to consider before, during and after your hospital stay. If you feel overwhelmed or need more information, feel free to call us. We re here to help you understand and make the most of your cover. Contents Before hospital 4 Preparing for your stay 5 Bupa Medical Gap Scheme 8 Choosing a hospital 10 What to take with you 14 During hospital 16 What to expect 17 What you re covered for 18 What s not covered 19 After hospital 22 Getting back on track 23 How to claim 23 Glossary 26 3

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5 Before HOSPITAL Preparing for your stay In most cases your admission to hospital arises from a visit to your General Practitioner (GP), who then refers you to a specialist either a surgeon or physician. Here s what we recommend you do before going to hospital: 1. Talk to us To get the most from your cover, like avoiding unexpected out-of-pocket costs and confusion, call us before planning your stay. You may want to ask us the following questions: Am I covered for my treatment? What do I need to know about hospital and medical costs? (See page 18) Are there any waiting periods, exclusions or minimum benefits? (See page 19) Do I need to pay any excess or co-payments? (See page 20) Which hospital should I go to, and what s the difference between a Members First and a Network hospital? (See page 11) 2. Talk to your GP There are several options you can discuss with your GP to ensure you pay minimal out-of-pocket costs for your treatment. Ask your GP questions including: Can you refer me to a specialist who uses the Bupa Medical Gap Scheme (see page 8)? Can you give me an open referral? This means you can choose from a list of relevant specialists. You can then call us to find a specialist who uses our Medical Gap Scheme. Can you refer me to specialists who can treat me in a Members First or Network hospital? 3. Talk to your specialist The next step will be a consultation with your specialist. Before agreeing to your hospital treatment, be sure to ask the following: Can you tell me more about my condition? What are my treatment options including non-surgical options, different types of surgery and the consequences of not having treatment? What are the benefits and risks of each treatment option (eg potential complications)? 5

6 Other questions to ask include: What hospital/s do you recommend and why? How long will I be in hospital for? Do you use the Bupa Medical Gap Scheme, and if not, what will my out-of-pocket cost be? Can you confirm what other specialists will be involved in my treatment (eg anaesthetist, pathologist, radiologist, assistant surgeon) and whether they use the Medical Gap Scheme? Does my treatment involve a prosthesis (eg hip or knee replacement, cardiac stent) and, if so, will I incur an outof-pocket cost? Should I continue taking the medicines I m on? Can you provide me with a medical certificate (for leave from work)? How long will it take me to recover and will I need assistance (eg help at home or in a rehabilitation centre)? Informed Financial Consent If your hospital stay involves any out-of-pocket hospital charges, the hospital (whether private or public) must disclose the cost and obtain your agreement in writing before your admission. If your doctors fees include any out-of-pocket charges, your specialist should disclose the cost and obtain your agreement before your admission to hospital. They should provide advice on fees charged not only by themselves but also by other specialists or surgeons as well as by anaesthetists, assistant surgeons, pathologists and radiologists. 6

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8 Bupa Medical Gap Scheme The Medicare Benefit Schedule (MBS) fee is the amount set by the Federal Government for a medical service. When you receive treatment in hospital as a private patient, Medicare pays 75 percent of the MBS fee and Bupa pays the remaining 25 percent. If your specialist charges more than the MBS fee, there will be an out-of-pocket cost (also known as a gap ), which you ll have to pay. You can reduce or eliminate this gap if you choose a specialist who uses our Medical Gap Scheme an arrangement designed by us for your benefit. Whether or not your specialist uses our Medical Gap Scheme, here s how it works: 8

9 Scenario Your specialist uses our Medical Gap Scheme with no out-ofpocket cost Your specialist accepts Bupa s agreed payment and the Medicare benefit as full payment of their services. Your specialist will send your account directly to Bupa and Medicare for payment. You won t receive a bill and won t have to make a claim. Scenario Your specialist uses our Medical Gap Scheme but also charges an out-of-pocket cost Your specialist will tell you the gap amount you need to pay (also called Known Gap ). If not, you should ask. You ll need to sign a form, acknowledging that you ve been told of the gap amount. You ll receive an invoice from your specialist for the gap amount either before or after your treatment. An account for the remainder will go to Bupa and Medicare. Scenario Your specialist doesn t use our Medical Gap Scheme You should be told of the expected cost and sign a form consenting to it. You ll receive an account from your specialist either before or after treatment. You can then claim up to the MBS fee from Medicare and Bupa, and pay the balance to the specialist. Prior to your treatment, ask your specialist if they will use our Medical Gap Scheme. Alternatively, ask us or your GP for the details of specialists who use our Medical Gap Scheme. 9

10 Choosing a hospital As a Bupa member with private hospital cover, you can choose to be treated in either a private or public hospital. Your choice will depend on your level of cover and the type of treatment you re having. Keep in mind that even as a private patient in a public hospital, it s possible you ll be placed on a waiting list. Private or public patient Private patient in a private hospital Private patient in a public hospital Public patient in A public hospital Covered for hospital expenses (ie accommodation, theatre and intensive care fees) SEE MORE INFORMATION BELOW Covered for specialist s fees, up to the MBS fee or our Medical Gap Scheme benefit Not applicable Your choice of specialist Your choice of hospital Ability to access treatment at your convenience PRIVATE PATIENT IN A PUBLIC HOSPITAL If you elect to be treated as a private patient in a public hospital, Bupa will pay shared room minimum benefits. If you choose to stay in a private room for an overnight stay, we ll pay a fixed benefit in addition to the shared room minimum benefit. Note that in public hospitals, private rooms are generally allocated to people who medically need them. If the hospital charges are greater than the Bupa benefit, you ll be required to pay the balance as an out-of-pocket cost. The hospital should let you know what these expenses will be before you elect to be a private patient. 10

11 Choosing a private hospital Get the most from your cover by selecting one of our Members First or Network hospitals and day facilities we ve entered into a special agreement with them to help reduce or eliminate your out-of-pocket hospital costs. Members First At Members First hospitals and day facilities, in most instances you ll be fully covered for your hospital expenses, such as accommodation, theatre and intensive care fees. At Members First day facilities there are also no out-of-pocket medical or hospital costs for same day treatments (eg your specialist s fees)*. At Members First hospitals, you ll also have access to special benefits such as our private room or money back offer ^, a daily newspaper, local phone calls and freeto-air TV at no additional cost. We ve also negotiated maternity care at Members First hospitals that offer obstetric services. At these hospitals you can benefit from: childbirth and parenting education classes prior to and after delivery; postnatal clinics that provide support, advice and education to mothers and families for up to eight weeks after you leave hospital; parenting support services; and breastfeeding classes for new and experienced mothers. Network These are private hospitals and day facilities where, in most instances, you ll be fully covered for your hospital expenses such as accommodation, theatre and intensive care fees. At a Network hospital, you ll also have access to local phone calls and free-to-air TV at no additional cost. To find your nearest Members First or Network hospital, visit bupa.com.au/find-a-provider *Not available in ACT or NT. Any excess or co-payment related to your level of cover will still apply. ^You must book and request a private room in a Members First hospital at least 24 hours before admission. If you don t get a private room you ll receive $50 a day from the hospital for every day you re not in a private room. Applies to overnight admissions only. Excludes nursing home type patients (see page 21), emergency care, same-day stays or where a private room is medically inappropriate. 11

12 Fixed fees This is a daily charge billed by a small number of Network hospitals that you re responsible for paying. The hospital should inform you of any fee when you make a booking. Fixed fees allow us to bring you a greater range of hospitals that provide certainty around your costs. And if you have Ultimate Health cover, you re reimbursed for any fixed fee. Non-agreement hospitals These are private hospitals and day facilities that have not entered into an agreement with Bupa. Because of this, you may incur large out-of-pocket costs when attending one of these hospitals. 12

13 Bringing you greater value and certainty Members First and Network hospitals we ve entered into a special agreement to help reduce or eliminate your out-of-pocket hospital costs. Private room offer * at Members First hospitals. Daily newspaper, local phone calls and free-to-air TV at Members First hospitals. Maternity care at Members First hospitals that offer obstetric services. The Bupa Medical Gap Scheme is designed to reduce or eliminate your out-of-pocket medical costs. Members First day facilities extend the no-gap arrangement to medical treatments (eg specialist s fees). Family in-hospital benefit A benefit to help cover meals and accommodation (provided by and in the hospital) for a relative or carer when they need to stay in hospital with you. Available on selected hospital covers. Medical gap bonus A $200 bonus available on Ultimate Health Cover and Ultimate Corporate Health Cover that we give you each year, accumulating to help pay for any in-hospital medical gaps. * You must book and request a private room in a Members First hospital at least 24 hours before admission. If you don t get a private room you ll receive $50 a day from the hospital for every day you re not in a private room. Applies to overnight admissions only. Excludes nursing home type patients (see page 21), emergency care, same-day stays or where a private room is medically inappropriate. 13

14 What to take with you We suggest you pack: your Bupa membership card your Medicare card medicines you re taking, including prescription and non-prescription medicines such as complementary medicines, vitamins and over-the-counter painkillers X-rays or medical images specialist s letters or referrals information about your blood type your hospital bag for labour (if pregnant) your hospital s pre-admission pack (if you received one). If you re staying in hospital overnight, don t forget the following items (and remember to keep valuable personal items at home): Clothing Sleepwear underwear Slippers (non-slip) Day clothes Toiletries Hairbrush Toothbrush and toothpaste Antiseptic soap Shampoo and conditioner Deodorant other Books Magazines Personal music player Baby clothes and supplies, if pregnant 14

15 Before hospital checklist Call us first to discuss your cover including any waiting periods, exclusions, minimum benefits, excess or co-payments. Talk to your GP about selecting an appropriate specialist. Talk to your specialist about your condition, treatment options and any out-of-pocket costs. learn about our Medical Gap Scheme, designed to reduce or eliminate your out-of-pocket medical expenses. Choose your hospital select one of our Members First or Network hospitals or day facilities to reduce your out-of-pocket hospital expenses. Request a private room when planning a hospital stay at a Members First Hospital (see page 11). Prepare for your stay by deciding what to take. 15

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17 during HOSPITAL What to expect While every hospital works a little differently, the following may assist you during your stay. Visitors Ask your hospital about their visiting hours and arrangements for your family and friends. Find out who is considered family, arrangements for parents or guardians (if the patient is a child), and when your friends can visit. Meals Ask your nurse about meal times and how to order, and let the nurses know if you have any dietary restrictions. Television Some hospitals charge for television use and some have their own information channel explaining their services. Note that you re covered for free-to-air TV at our Members First and Network hospitals. Telephone Some hospitals will charge you to make local, interstate and international calls. Others restrict the use of mobile phones within the hospital. Note that you ll be able to make local telephone calls for no additional cost at our Members First and Network hospitals. Internet Most hospitals offer wireless internet (Wi-Fi) though some may charge you to use it. 17

18 What you re covered for HOSPITAL AND MEDICAL When you re admitted to hospital, the services you receive are separated into two different categories hospital and medical. It s important to understand the difference between the two, as they are charged differently. Hospital costs If you re admitted to hospital as a private patient you re covered for the hospital s service charges, which typically include: accommodation for overnight or same-day stays operating theatre, intensive care and labour ward fees supplied pharmaceuticals approved by the Pharmaceutical Benefits Scheme (PBS) allied services including physiotherapy, occupational therapy and dietetics dressings and other consumables pathology and radiology diagnostic tests (recognised by Medicare) performed in hospital by Bupa contracted providers surgically implanted prostheses (eg a cardiac stent) up to the approved benefit in the Government s Prostheses List. To avoid any out-of-pocket cost, we suggest discussing prosthesis choices with your specialist before going to hospital. Medical costs These are the fees charged by specialists involved in your hospital treatment (eg surgeon or anaesthetist). As a private patient, you re covered for the cost of medical treatment up to the MBS fee. Medicare pays 75 percent of the MBS fee and Bupa pays the remaining 25 percent. If your specialist charges more than the MBS fee, there will be a gap for you to pay. However, if your specialist uses it, our Medical Gap Scheme can help eliminate or reduce the gap for you (see page 8). Emergency ambulance In most circumstances, we ll cover you for emergency ambulance transport and on-the-spot treatment. Usually, these services are capped per calendar year at one service a year for single memberships and two services a year for family and single parent memberships. There are different state ambulance arrangements across Australia learn more about these by contacting your state s ambulance service. 18

19 What s not covered While your hospital cover helps pay for a wide range of services you may receive as a private patient, there are occasions when you won t be fully covered and may experience out-of-pocket costs. For example: At a non-agreement hospital A small number of hospitals in Australia are not part of Bupa s network. If you choose to be treated at a non-agreement hospital (see page 12), you may face large out-of-pocket costs. During a waiting period A waiting period starts from the date you take out your health insurance or upgrade your cover. If a treatment has a waiting period, you won t be covered during that time. 2 months Initial waiting period, palliative care, psychiatric and rehabilitation services. 12 months Pregnancy (including childbrith) and assisted reproductive services (eg IVF) Pre-existing ailments, illnesses or conditions (anything you had signs or symptoms of in the six months before you joined or upgraded your cover is regarded as pre-existing). If you visit hospital during this time, you may need to provide documentation that shows your treatment isn t related to a pre-existing ailment, illness or condition. laser eye surgery covered under Ultimate Health Cover and Ultimate Corporate Health Cover. Anything you had signs or symptoms of in the six months before you joined or upgraded your cover is regarded as pre-existing. You will not be covered for this. Cover for your baby No waiting periods apply to your newborn if they have been added to the appropriate family hospital cover within two months of their birth. Exclusions and MINIMUM benefits Sometimes specific services or treatments are excluded under your level of cover. In these cases, you ll be responsible for all expenses related to your hospital admission for that procedure or service. If minimum benefits apply to your cover, you re covered for shared-room minimum benefits in a public or private hospital, with your choice of specialist. If you attend a private hospital or request a private room in a public hospital you ll incur out-of-pocket costs, and the minimum benefit amount set by the Government won t be enough to cover your costs. 19

20 Excess and co-payments Depending on your level of cover, you may need to pay an excess and/or co-payment for your hospital admission. Some levels of cover are excess and copayment free. And with most hospital covers there s no excess or co-payment for dependent children on your membership. Check with us to see what excess and/or co-payment (if any) will apply to your hospital stay. FIXED FEES This is a daily charge billed by a small number of Network hospitals that you re responsible for paying. The hospital should inform you of any fee when you make a booking. Non-emergency ambulance While in most cases you ll be covered for emergency ambulance services, some ambulance services won t be covered. These include: transport from a hospital to your home, a nursing home or another hospital where you ve been admitted to the transferring (first) hospital; and transport from your home, a nursing home or a hospital for ongoing medical treatment (eg chemotherapy, dialysis). Cosmetic surgery You re not covered for cosmetic surgery which isn t clinically necessary. If you re unsure, ask your doctor. 20

21 When leaving hospital You may need to pay for certain services or products when you are discharged from hospital. Depending on your level of cover and the hospital you attend, these may include: pharmacy items not opened at the point of leaving hospital aids supplied for use at home (eg a raised toilet seat or a splint) pay TV, internet access, movies and non-local phone calls patient-requested non-emergency ambulance transportation. Out-patient services With the exception of a limited range of specific programs, your hospital cover only applies when you re admitted to hospital as an inpatient. Your hospital can tell you if you re covered by a specified out-patient program but if you re unsure, contact us. Sometimes people visit an emergency department in a private hospital but are not admitted after being assessed. If you re not admitted you re considered an outpatient and won t be covered by Bupa. In this case, you may be out-of-pocket. If out-of-pocket, check whether you re eligible for a rebate under the Medicare Safety Net (see page 24). Where you receive benefits from another source Your health insurance doesn t apply where compensation, damages or benefits may be claimed from another source in relation to a condition, injury or ailment (eg workers compensation, travel insurance). As a nursing home type patient If you re assessed during your hospital stay as no longer needing acute care or are in hospital for more than 35 days, you ll be classed as a nursing home type patient. In this case, Bupa will pay benefits that are much lower than normal hospital benefits and you ll be required to make a personal contribution towards the cost of your care. Where Medicare pays no benefit There are certain hospital procedures performed by a dentist, surgical podiatrist or other practitioner that are not eligible for a Medicare rebate and which are not covered by your hospital cover. Contact us for further information. During hospital checklist learn more about your hospital including visiting hours and how to order meals. Take note of what you re covered for in hospital. Be aware of which costs you may not be covered for. 21

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23 after HOSPITAL Getting back on track You may not feel 100 percent well when you leave hospital and it s possible you might need further treatment. Most of all, you ll probably need to take time out to rest and recover. We re here to help you get back on your feet and stay well once you ve recovered. Before leaving hospital, ask your specialist the following questions: What medicines will I need during my recovery? When can I resume day-to-day activities? When is my next appointment? What complications might arise and what should I do if this happens? Will I need help at home, and how can I organise it? If you have extras cover, don t forget to use it if you need ongoing treatment (eg physiotherapy). By using our Members First network providers you can save money and claim most services on the spot by swiping your membership card. Take advantage of our range of health and wellness programs at bupa.com.au/health-and-wellness How to claim The following information will help you work through the claims process so you can return home without the worry of extra paperwork and unexpected bills. Your hospital costs All Members First and Network hospitals will ask you to complete claim forms, which they will submit directly to Bupa on your behalf. The hospital would have asked you to pay any excess, co-payment or fixed fee upon your admission. If you re treated at a non-agreement hospital, you ll have out-of-pocket costs and may be asked to pay the whole amount up front. If that s the case, you can submit a claim form to Bupa to be reimbursed for some of these fees. 23

24 Your medical costs If your specialist doesn t use our Medical Gap Scheme, you ll need to complete a two-way claim form for all your medical costs. The form is available at any Medicare or Bupa centre. Medicare will process your claim and pay you the benefit, and liaise with Bupa to pay a portion of the bill. If you can t visit a Medicare office during your recovery, contact either Bupa or Medicare and ask for the relevant forms to be sent to you. Statement of Benefits After your hospital and medical (from doctors and specialists) claims have been processed, we ll send you statements showing what has been paid on your behalf. Please check that these details are correct and contact us straight away if you have any queries. Your medical statement may include costs charged by specialists you may not have seen directly such as pathologists. Medicare and PBS Safety Nets The Government s Medicare Safety Net provides financial assistance to people with high out-of-pocket costs for out-patient services that pay a Medicare benefit. Once you reach a threshold, you may be eligible for additional Medicare benefits for the rest of the calendar year. The PBS Safety Net is also available to those who need a lot of medicines each year. For more information or to register for these schemes visit humanservices.gov.au AFTER hospital checklist Talk to your specialist about how to maximise your recovery. Also call us to find out how you can benefit from your extras cover and our health and wellness programs. If treated at a Members First or Network hospital, you ll be asked to complete a claim form which the hospital will send to us. If your specialist hasn t used our Medical Gap Scheme and you receive a medical bill, complete Medicare s two-way claim form to be reimbursed. When you receive your Statement of Benefits from us, check that the details are correct and contact us if you have any queries. 24

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26 Glossary allied health services Services provided by allied health professionals. Examples include chiropractic, dietetics, exercise physiology, occupational therapy, osteopathy, physiotherapy, podiatry, psychology, social work and speech pathology. BENEFIT The amount you ll get back when you claim for a recognised service. Bupa Medical Gap Scheme An arrangement between Bupa and medical providers giving you certainty of what you will pay. It can help reduce or eliminate your outof-pocket medical costs. The provider bills us directly and if there is a gap, the provider will ask you for payment. co-payment If your cover has a co-payment, this is the amount you agree to pay each day towards the cost of your hospital stay, for up to five days. DAY SURGERY/FACILITY A place you are admitted for treatment (eg private hospital) when you re admitted and discharged on the same day. emergency A serious and unexpected situation requiring immediate action. excess If your cover has an excess, this is the amount you agree to pay for a hospital admission (which reduces your premium). exclusions Things you can t claim for because they re not included in your cover. EXTRAS COVER Also called ancillary cover, it s for non-hospital services that Medicare may not pay a benefit for eg dental, optical, physio. 26

27 fixed fee A daily fee a small number of Network hospitals will charge, which you ll have to pay. It s different (and in addition) to a co-payment or excess. GAP The amount you need to pay when your treatment costs are higher than Medicare and/or your cover allows. HOSPITAL COVER Covering your costs when you re admitted to hospital, including benefits for prosthesis and medical services provided during your hospital stay. Informed Financial Consent The written approval a provider should get from you on any out-ofpocket costs before your treatment. inpatient You re an inpatient when you ve been formally admitted to hospital (does not include treatment in a hospital emergency department). MEDICARE Australia s public healthcare system for all citizens and most permanent residents. It provides free or subsidised cover for certain healthcare services. Medicare Benefits Schedule (MBS) fee Set benefits for specified medical services that the Government will pay for through Medicare. Medicare Safety Net The Medicare Safety Net provides families and individuals with financial assistance for high out-of-pocket costs for out-of-hospital MBS services. Once you meet a Medicare Safety Net threshold, you may be eligible for additional Medicare benefits for out-of-hospital MBS services for the rest of the calendar year. 27

28 Members First There are both Members First Hospital providers and Members First Extras providers. Members First Extras Our network of dental, optical, physiotherapy and chiropractic practitioners who provide most services at a set price to members (sometimes with no out-of-pocket costs). Members First Hospitals & Day Facilities Private hospitals that Bupa has arrangements with to provide treatment for members with some additional benefits like the private room offer and maternity care package (where applicable). Members First day facilities are private hospitals that guarantee you will have no hospital or medical out of pocket costs (apart from any co-payment or excess). MINIMUM BENEFIT A low benefit payable on some hospital services that is likely to result in you having large out-of-pocket costs. Network hospitals Private hospitals that Bupa has arrangements with, to make sure in most cases you re covered for hospital costs. nursing home type patient You may be classed as a nursing home type patient if you re assessed during your hospital stay as no longer needing acute care. open referral Where you can choose from a list (provided by your GP) of relevant specialists. 28

29 out-of-pocket The difference you have to pay between the Bupa benefit and what is charged by a provider. out-patient Treatment when you re not admitted to hospital (eg emergency room treatment, specialist or GP consults). Pharmaceutical Benefits Scheme (PBS) The PBS gives Australians access to prescription medicines by subsidising their cost as part of the Australian Government s broader National Medicines Policy. PBS Safety Net If you or your family need a lot of medicines in a year, the PBS Safety Net helps you with the cost of your medicines. Once you or your family reach a Safety Net threshold, you can apply for a PBS Safety Net card then your PBS medicine will be less expensive or free* for the rest of the calendar year. Pre-existing conditions Any ailment, illness or condition that you had signs or symptoms of during the six months before you took out or upgraded health cover with us. Prostheses Prostheses are designed to replace a part of the body or to make a part of the body work more efficiently. Prostheses include pacemakers, defibrillators, cardiac stents, hip and knee replacements, intraocular lenses and other devices implanted surgically to replace or augment a part of the body. * If you choose a more expensive brand of medicine, or your doctor prescribes one, you may need to pay more. 29

30 Prostheses List A list of prostheses with applicable private health insurance benefits, published by the Department of Health and Ageing under the Private Health Insurance Act. Provider A doctor, hospital, healthcare professional or healthcare facility that provides a service to you (the patient). Service Any treatment given to you by a provider who is recognised by Bupa (this is a provider who has met Bupa s recognition criteria). Statement of Benefits These are statements you receive after your treatment that detail the benefit paid and, for hospital expenses, any excess or co-payment deducted. You ll receive separate statements for your hospital and medical treatments. two-way claim form Medicare s two-way claim form aims to make lodging health claims easier, saving you from making separate trips to both Medicare and Bupa. If your specialist doesn t use our Medical Gap Scheme (where your doctor bills us directly) you ll need to complete this form for your medical costs. waiting periods A period of time where you won t receive any benefits from us for treatment received. 30

31 We re listening We hope this guide has helped you to better understand how your private health cover works in the event that you have to go to hospital. Other resources you may find useful when visiting hospital include: Australian Government s Private Patients Hospital Charter health.gov.au Private Health Insurance Ombudsman website phio.org.au Medicare humanservices.gov.au If you have any feedback about your hospital experience (good or bad), let us know. We welcome your thoughts so we can keep you happy, healthy and enjoying life. Simply call us we re here to help bupa.com.au Visit your local Bupa centre Effective June The information in this booklet is intended to be a guide only and is not intended to be, nor should be, relied on as a substitute for professional medical advice. Bupa makes no warranties or representations regarding the quality, accuracy or completeness of the information. Bupa is not liable to readers for any loss or damage suffered arising out of the use or reliance on the information, except that which cannot be excluded by law. 31

32 FOR MORE INFORMATION: bupa.com.au Visit your local Bupa centre Bupa PO Box MELBOURNE VIC 8001 Bupa Australia Pty Ltd ABN Effective June S The World of Bupa 32 Health Cover Health Coaching & Programs International Health Cover Corporate Health Solutions Optical Products & Services Dental Services Aged Care Medical services Travel, Home & Car Insurance Life Insurance

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