You said: Make it easy for me

Please note: From 1 July 2011, any new information will be published on the Human Services website.

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 2010 Medicare Australia annual satisfaction survey, 97 per cent of the public were overall satisfied with Medicare Australia’s service delivery over the last 12 months.

Agreement that “I am happy to deal with Medicare when I need to” rated highly with the general public with 100 per cent satisfied with the statement.

Measure

New developments in online access to information and services.

Performance

Changes to our website, including improvements to both the public and Health Professional Online Services areas, assists both health professionals and the public to find, use and access online information easier. This also includes an additional tab to Medicare Australia’s internet for non health-related programs and initiatives. Medicare Australia is continuing to work on enhancements, which will make it easier for the Australian public to do business online.

The Department of Human Services is also developing a single portfolio website www.humanservices.gov.au. This website provides information on services and payments provided across the Human Services Portfolio (including Medicare Australia) grouped by life situations into subject or topic-based themes.

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

In addition to normal business hours, of the 242 Medicare offices:

• 117 open 9:00 am to 12:30 pm Saturdays
• 18 are open until 6.00 pm and 31 to 7.00 pm one evening

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 2010 to 30 June 2011, 89.3 per cent of the public waited less than 10 minutes in Medicare offices to be served, with an average waiting time of three minutes and 47 seconds.

We will: Answer the phone quickly

Measure

Medicare Australia answers calls within 30 seconds.

Performance

For the period 1 July 2010 to 30 June 2011, 90.6 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 2010, 278,097 Australians were identified as Indigenous with Medicare. As at 30 June 2011, 311,779 Indigenous Australians had identified with Medicare. This means that in the period 1 July 2010 to 30 June 2011, 33,682 Australians voluntarily identified themselves as Indigenous when enrolling for Medicare.  This represents an increase of 12.1 per cent.

Measure

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

Performance

From 1 July 2010 to 30 June 2011, 58,817 calls were received to the 1800 ATSIA & E line. This represents a decrease of  8,269 calls or 12.3 per cent over the same period last year.

Measure

Medicare Australia will become an employer of choice to Indigenous Australians and in line with COAG’s expectations, aims to reach a target of 2.7% by 2015.

Performance

As at 30 June 2011, Medicare Australia employed 106 Indigenous employees (1.8 per cent). 

The Australian Government has committed to a target of 2.7 per cent for Indigenous representation across the Australian Public Service by 2015 through the National Partnership Agreement on Indigenous Economic Participation. 

Medicare Australia, as a part of the Portfolio of Human Services, has committed to a more ambitious target of 5 per cent within this timeframe. 

Medicare Australia's Indigenous Employment and Retention Strategy provides the basis for ensuring Medicare Australia will meet its employment targets. This strategy will be updated during 2011 as a portfolio of Human Services Indigenous Employment Plan to build upon successful Indigenous employment strategies currently operating across the portfolio.

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.

As at 30 June 2011, Medicare Australia and Centrelink have co-located in 47 sites across Australia. Of the 47 co-locations, 18 of the Centrelink and Medicare co-located offices are in the one location in an open plan office providing a range of portfolio services to customers. 

The other 29 co-located offices extend face to face services, where an existing office now hosts services from another agency.

The Government also enhanced customer access to Medicare services in 60 Centrelink offices in regional Australia.  These offices offer Medicare telephone claiming to the community. Customers can call Medicare Australia to claim their rebate over the phone with ease.  As part of this service, customers no longer need to post receipts to Medicare as Centrelink staff assist with this.

Last updated: 28 July, 2011

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