FAQs

If you’ve got any questions about your bill, this is the place to find answers! We’ve put together this list to help to clarify anything you need to know about your account. If you can’t find what you’re looking for, please feel free to give our accounts team a call. 

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I have private health insurance, so why did I receive an invoice?

The pharmacy provides medicines during your hospital stay as determined by your prescribing doctor, while payment responsibility is determined by your private health fund. Please contact your doctor if you have questions about an item prescribed to you and contact your health fund about why you are personally being charged.  Discharge medicines are commonly not covered by health funds but there may be other medicines that aren't covered.

I’ve reached my safety net, so why am I still being charged for my prescriptions?

Prescriptions for some medicines are not eligible for Safety Net benefits, such as private prescriptions and premium brands. This is also the case if a prescription is presented to a pharmacy within 20 days of a previous prescription for the same medicines even if you’ve already reached the Safety Net threshold. You’ll be required to pay the higher level for these medicines. 

What are private scripts?

If there is a ‘no’ under the Pharmaceutical Benefits Scheme (PBS) column of your invoice it means the item is not funded under the PBS scheme and is dispensed as a private prescription. As private prescriptions are not covered by the PBS, you may not use your concession card or Safety Net.

Why do some PBS prescriptions have an additional cost?

Sometimes the government adds a special charge to certain brands of medicines, the most common being ‘Brand Price Premium.’ For more information about these charges, please contact your doctor who may be able to give you a different brand which does not attract the charge.

Why are there two or more charges for the same medicines?

When the quantity of tablets from a single prescription is less than you’ll use in a month, you may need more than one prescription dispensed to provide the sufficient amount. Some common medicines where this occurs include paracetamol, prochlorperazine and tramadol.

If you’re an aged care resident, in addition to your regular (packed) medicines, you may require extra doses (unpacked) of a medication from time-to-time. The doctor/staff at your facility will have ordered this for you.

Why is the name of the medicine different to the name I know?

Each medicine has two names, the generic and brand name. The generic is the actual name of the medicine while the brand name is given by the company who produces it. For example; paracetamol is a generic name while Panadol, Panamax and Herron are all brand names for paracetamol. The generic name is always used on your pharmacy account because it doesn’t change.

Why do some medicines cost more than others?

The cost of some medications may not be subsidised by the government through the Pharmaceutical Benefits Scheme (PBS), so the full cost will appear on your invoice. You can easily tell which medications these are by looking at the PBS column.

Why have I been charged the same amount for different quantities of the same medicines?

In some situations your doctor is able to request a special prescription from the government, which is known as an Authority Prescription, so we can provide increased quantities of medicines for the same cost.

What is Hospital Discharge Medicine?

Your treating doctor has prescribed medicine for your continued treatment after you leave hospital. In many cases these costs aren’t covered by your private health fund and you’ll receive a separate account for them.

Depending on your health fund, you may receive an account for medicines provided in hospital or on discharge.

What if I am a Hospital DVA Patient?

  • Gold Card:  DVA covers you for all medicines relating to your hospital treatment. You should only receive a separate pharmacy account if you have purchased personal items during your stay
  • White Card:  DVA covers you for only certain medical conditions; you’ll receive a separate pharmacy account for all others
  • Orange Card:  DVA subsidises the cost of your medicine, therefore you will receive an account for the co-payment portion of any medications used during admission or supplied on discharge

Please note that discharge medicines may not be covered.

Why didn’t I receive a receipt for my medicines?

Receipts are not issued automatically but if you would like one, please complete the Contact Us form or call us on (07) 3347 9500.