How Australians Prefer to Make Payment for a GP

When They're Not at the Practice

Three in five Australians prefer to pay online for a GP appointment if not at their practice. This was one of the findings from our annual Patient Survey 2020 for Australian general practice.

Sixty-one percent of Australians prefer to make payment online if not at the practice, compared to 25% who prefer to make payment over the phone and 14% who prefer to make payment by an invoice sent by mail.

Download our Patient Survey 2020

We surveyed 503 Australians to get a better understanding of patient expectations in general practice.

Age

In 18-29 year olds, 61% prefer paying online, 30% prefer paying over the phone and 9% prefer paying via an invoice sent by mail.

In 30-44 year olds, 71% prefer paying online, 19% prefer paying over the phone and 10% via invoice sent by mail.

In 45-59 year olds, 60% prefer paying online, 25% over the phone and 15% via an invoice sent by mail.

In 60+ year olds, 52% prefer paying online, 27% over the phone and 21% via an invoice sent by mail.

Location

In metropolitan clinics, 66% of patients prefer to pay online if they are not at the clinic, compared to 23% who prefer to pay over the phone and 11% who prefer to pay via an invoice sent by letter.

In suburban clinics, 62% of patients prefer to pay online, 24% prefer to pay over the phone and 14% prefer to pay via invoice.

In regional clinics, 54% of patients prefer to pay online, compared to 34% who prefer to pay over the phone and 12% who prefer to pay via invoice.

In rural clinics, 46% of patients prefer to pay online, compared to 27% who prefer to pay over the phone and 27% who prefer to pay via invoice.

Billing

In private billed clinics, 57% of patients prefer to pay online if they are not at the clinic, compared to 33% who prefer to pay over the phone and 10% who prefer to pay via invoice.

In private billed clinics, 57% of patients prefer to pay online, 33% prefer to pay over the phone and 10% prefer to pay via invoice.

In mixed billed clinics, 63% of patients prefer to pay online, 29% prefer to pay over the phone and 8% prefer to pay via invoice.

Telehealth

Australians who have had a telehealth appointment with a GP before are 6% more likely to want to pay online.

In patients who have had a telehealth appointment before, 64% prefer to pay online if not at the clinic, compared to 26% who prefer to pay over the phone and 11% who prefer to pay via invoice sent by letter.

In patients who haven’t had a telehealth appointment, 58% prefer to pay online, 25% prefer to pay over the phone and 17% prefer to pay via invoice sent by letter.

Download our Patient Survey 2020

We surveyed 503 Australians to get a better understanding of patient expectations in general practice.

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