Information for Medicare-ineligible patients

As a Medicare-ineligible patient, it is your responsibility to ensure that you have health insurance or adequate funding to cover the cost of your healthcare.

A Medicare-ineligible patient is someone who:

• does not hold a valid Medicare card
• is not an asylum seeker
• is not a visitor from a country that has a Reciprocal Health Care Agreement with Australia (subject to RHCA criteria).

If you are not eligible for Medicare, you will need to pay for all hospital services. Before you receive care, please speak with a Patient Liaison Officer to arrange payment. 

Charges vary depending on the treatment provided and whether you have an Australian private health insurance policy.

If you don’t have private health insurance, you will need to pay for the full cost of your care and treatment at Western Health. 

Full upfront payment applies to all hospital presentations, admissions and services. 

Your costs include all hospital services provided to you, including:

• outpatient services (including face-to-face and telehealth consultations)
• inpatient care
• emergency treatment
• allied health services (such as physiotherapy)
• theatre and anaesthetic fees
• medical imaging services (such as X-rays and scans)
• prosthetics
• pathology services
• medications supplied by the hospital pharmacy.

For more information about costs, please speak with our Patient Liaison Officers or refer to the ‘Guide to costs’ table below.

You will still need to pay a deposit before receiving care at Western Health. This deposit contributes to any costs not covered by your health fund. 

You must pay for any gap between what your care costs and what your health fund covers. Any balance remaining will be refunded to you.

Please note: All outpatient services must be paid in full before your visit. You can then use the receipts to make a claim with your health fund. The amount you get back will depend on your individual policy.

Information you’ll be asked for

When you come to hospital you will need to provide us with:

• your passport and visa information
• proof of asylum seeker status (if relevant)
• upfront payment for services (if relevant)
• details of your private health insurance policy (if you have one)
• your home address and phone number overseas
• your residential address in Australia and the contact details of your sponsor.

See below for a breakdown of our costs per service. Additionally, you can download a brochure for Medicare-ineligible patients.

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*Western Health requires the upfront payment for the cost of your care. This payment contributes to any costs not covered by an Australian health insurance policy or an overseas health fund. You must pay for any gap between the amount charged and the amount covered by your health fund. Any balance remaining will be refunded to you. Fees current as of May 2025 and subject to change.

Unpaid accounts or breach of payment arrangements will result in your account being referred to a debt collection agency.

How do I pay my account?

Payment options are listed on the bottom on your invoice. These include paying by phone, BPAY and Australia Post. You may also be able to pay in person, depending on the hospital location.

Paying by phone

Contact Patient Accounts for payment options for all hospital services. 

Phone: (03) 9057 8241

Paying in person

Payments can be accepted as cash, credit card or EFTPOS. Please speak with your Patient Liaison Officer.

AusHealth

If you have an outstanding account with Western Health, it may be referred to AusHealth, our authorised partner for managing unpaid accounts.

AusHealth manages this process on our behalf, including any queries, payment plans, or settlement discussions. Once your account has been referred to AusHealth, all further communication and payment arrangements must be made directly with them. Western Health is unable to negotiate payment terms or resolve account matters after the referral.

How AusHealth May Contact You

To help you recognise legitimate communication and protect yourself from scams, please refer to the verification details below.

Emails:

Emails will come from: [email protected]

Replies may come from AusHealth staff, such as Team Leaders, using direct email addresses, such as [email protected].

Phone Calls:

Calls may come from these numbers:

• 03 9468 6200 (Melbourne)
• 08 8132 7420 or 08 8132 7400 (South Australia)

Occasionally, calls may come from private numbers or mobile phones if contact can’t be made via landline.

Text Messages (SMS):

Texts will only be sent from:

• 0428 743 057
• 0456 664 325

You can reply directly to these numbers.

Letters:

Letters will display both the Western Health and AusHealth logos for easy identification.

If you are contacted through these methods, please know it is a legitimate attempt to resolve your unpaid Western Health account.

How to Stay Safe:

If you're ever unsure whether a message or call is legitimate:

• Visit Western Health’s website for official information
• Contact us directly on 03 9057 8241 between 8.00am – 4.30pm, Monday to Friday. 

More Information

• Learn more at: AusHealth Website
• Make a payment at: Payments – AusHealth

Western Health interpreting services: 03 8345 7147

We’re here to help you understand what to expect and how to plan for your care. Please contact our Patient Liaison Officers who can answer any questions you have about costs, payments and claims.

Footscray Hospital

Phone: (03) 8345 7151

Email: [email protected]

Sunshine, Sunbury and Williamstown Hospitals

Phone: (03) 8345 0184 or (03) 8345 1083

Email: [email protected]