You said: Make it easy for me

We will: Improve convenience and access for all Australians by improving a range of service options, including online

Measure

Satisfaction with the range of options available to make a Medicare claim.

Performance

In the 2007–08 satisfaction survey, 74 per cent of the public were satisfied with the range of options available.

Measure

New developments in online access to information and services.

Performance

Changes to our website, including an expansion of accessibility information and website tips have provided the public with an easier way to find our online information and access our services. Medicare Australia is continuing to work on enhancements, which will make it easier for the general public to do business online.

We will: Extend opening hours in our busiest Medicare offices to meet public needs

Measure

Number of busy Medicare offices (based on claiming patterns) extending opening hours to meet public needs and demands.

Performance

Of the 239 Medicare offices:

• 117 open 9:00 am to 12:30 pm Saturdays
• 194 have extended their Monday to Friday opening hours
• 49 have opened their doors until 6.00 pm and some to 7.00 pm one evening each week to better meet the needs of the local community

We will: Keep our queue times in Medicare offices to a minimum

Measure

The Australian public is served in less than 10 minutes.

Performance

For the period 1 July to 30 June 2009, 83.7 per cent of the public waited less than 10 minutes in Medicare offices to be served, with an average waiting time of four minutes and 47 seconds.

We will: Answer the phone quickly

Measure

Medicare Australia answers calls within 30 seconds.

Performance

For the period 1 July to 30 June 2009, 85.8 per cent of calls were answered within 30 seconds.

We will: Increase awareness of Medicare Australia’s services, enhance Indigenous access and become an employer of choice to Indigenous Australians.

Measure

Number of Indigenous Australians registered for Medicare.

Performance

As at 1 July 2008, 206,750 Indigenous Australians were registered for Medicare. In comparison, as at 30 June 2009, there were 243,303 Indigenous Australians registered for Medicare. This means that in the period 1 July 2008 to 30 June 2009, 36,553 Australians voluntarily identified themselves as Indigenous when enrolling for Medicare.  This represents an is an increase of 17.68 per cent.

Measure

Number of calls made to the dedicated Aboriginal and Torres Strait Islander Access line.

Performance

From 1 July 2008 to 30 June 2009, 69,091 calls were received to the 1800 ATSIA line. This is an increase of 4,340 calls over the same period last year (1 July 07 to 30 June 2008).

Measure

Medicare Australia will become an employer of choice to Indigenous Australians and reach a target of two per cent Indigenous employees by December 2008.

Performance

An Indigenous Employment and Retention Strategy (IERS) provides the basis for ensuring Medicare Australia reaches its target of Indigenous Australians representing two per cent of the workforce by 2008

In the 12 months to 30 June 2009, there was an increase of 10 percent in Medicare Australia’s Indigenous employee numbers. On 1 July 2008, two per cent (118 people) of Medicare Australia’s total workforce were Indigenous employees; on 30 June 2009 this figure was 2.2 per cent (130 people).

We will: Help you access other agencies in the Department of Human Services

Measure

Access to Family Assistance services.

Performance

Family Assistance services are available from all Medicare offices.

Measure

Access to Medicare services from Centrelink customer service centres.

Performance

Basic Medicare services or information about Medicare Australia’s services are offered through selected Centrelink offices and/or agents across northern Australia.

In partnership with Centrelink, Medicare Australia has a flexible service delivery arrangement for the provision of its services in five Centrelink sites and the provision of Centrelink services in four Medicare offices.

In addition, Medicare Australia, have opened a co-located office with Centrelink in Narooma NSW. This office is the first co-location of its kind, where both agencies will offer a full range of services in an innovative, open plan office environment.

Last updated: 18 March, 2010