We aim to deliver superior customer service across our entire organisation.

Frequently Asked Questions

I have already paid this account. Why have I received another invoice for the same amount?

If you mailed a cheque to HPS within 2 to 3 days prior to the statement issued date, we may not have received your payment before our data was processed. In this case, please disregard the statement you received. Please contact our customer service team on 1300 669 510 if you would like to confirm your payment arrived.

I took my own regular medication into hospital with me. Why has more of the same medication been dispensed to me, which I now have to pay for?

Patients are always advised to bring any regular medication into hospital with them in order for the nursing staff to see exactly which medications are being taken, however in most circumstances, it will not be administered to the patient as its integrity cannot be guaranteed. This medication will be returned to the patient upon discharge. It is standard procedure that new medication is requested from the pharmacy by hospital staff and given to the patient to take while they are in hospital. Unfortunately, private health insurance will only cover the cost of inpatient medication if it directly relates to the condition under which they were admitted, hence why you will have received an invoice from HPS Pharmacies.

I have been given an invoice with my discharge medication. How can I make a payment for this?

Payment can be made on the day of discharge at the pharmacy by cash, credit card or cheque. We also offer BPAY and BPOINT payment options. Details for these will be printed on your statement. Should you wish to use one of these methods of payments before you receive your statement, please contact our customer service team on 1300 669 510 and they will be able to provide you with the relevant information required to make your payment.

I have not used the discharge medication that I was prescribed and the packets are still sealed and have not been opened. Am I able to return these to the pharmacy to be credited?

Unfortunately, due to government regulations, once medication has left the hospital premises, the pharmacy is unable to accept it back into their stock as it cannot be re-issued to another patient.

You may of course return any unused medication to one of our pharmacies to be disposed of safely, but you will still need to pay HPS Pharmacies for this medication.

I gave the hospital my concession card / safety net card details. Why has this not been taken into consideration on my bill?

On occasions, we may not receive this information from the hospital. Please contact our customer service team on 1300 669 510 and provide them with your concession /safety net details. We will pass this information on to our pharmacy staff and ask them if it is possible to amend your account. If so, we will send you a revised invoice.

It may not always be possible for us to amend an account. In these instances, you will need to pay the account in full to HPS and request us to send you a receipt which you will need to take to Medicare. They will calculate your rebate, taking into account your concession or safety net card, and will reimburse you with the difference.

I have a DVA gold card and thought this covered the cost of all my medications?

A patient has to be admitted into hospital under their DVA gold card in order for the charges to be covered by DVA. If a patient is admitted under their private health insurance, DVA will not cover any costs. The DVA gold card gives veterans and war widow’s access to pharmaceuticals listed on the Repatriation Pharmaceutical Benefits Scheme according to clinical need, for all their conditions. Some restrictions apply to some pharmaceuticals, which require accepted condition status. For further information, please contact DVA directly on 133 254 (or 1800 555 254 for country callers).

Who can I contact to receive a prescription record form (PRF)?

Once your account has been paid in full, please contact our customer service team on 1300 669 510 or customerservice@hps.com.au. They will contact the appropriate pharmacy and arrange for a PRF to be sent to you, or it can be faxed to your local pharmacy for your convenience if requested.

I want to pay my account online using my credit card. How do I know your system is secure?

Our online credit card payment system is operated by the Commonwealth Bank and provides you with a secure site on which to make online payments. Make sure that a padlock symbol appears in the bottom right hand corner of your Windows Explorer, as this indicates it is a secure operating environment.

Why do I have to provide my CVN number when entering my credit card payment details online?

The Card Verification Number (CVN) is the 3 digit number printed on the back of your credit card. By entering this number, it ensures the customer has physical possession of the card at the time of payment, adding extra security.

I have just paid my account online or over the phone. Will I automatically receive a receipt?

You will receive a credit card receipt number for any payment made using your credit card, whether it is made using our automated phone system or with one of our customer service team members. Please write this receipt number on a piece of paper and keep it for future reference. If you have paid your HPS account via your financial institution’s online banking, you will also receive a receipt or transaction number from your bank.

If you require a receipt to make a claim with Medicare, private health insurance or for taxation purposes, please contact our customer service team on 1300 669510 or customerservice@hps.com.au, who will be happy to assist.

I have received an account from HPS Pharmacies but I have never been into this hospital?

HPS Pharmacies work in partnership with other healthcare professionals in both the public and private sectors, providing clinical services to hospitals from our pharmacies. Most of our pharmacies are located in the hospitals themselves, however, there are some facilities that do not have on-site pharmacies. Medication is usually provided to them from the nearest HPS pharmacy.

I didn’t ask for this medication, why have I been charged for it?

The doctor whose care you were under while in hospital has prescribed this medication for you, taking into account the circumstances under which you were admitted to hospital. As a duty of care to the patient, HPS Pharmacies has fulfilled your doctor’s request and provided this medication to you. All discharge or non-related medication is payable by the patient.

What is my medication for?

If you would like to find out more information about your medication, you can call HPS’ customer service team on 1300 669 510. They will then forward you to one of our qualified pharmacists who will be able to explain what your medication is commonly used for and provide guidance on its use.


If you didn’t find what you’re looking for, please contact your local HPS Pharmacies to speak with one of our friendly pharmacists.