Our client, a bulk billing general practice serving a complex and vulnerable patient population, sought our help to ensure the long-term sustainability of the clinic. Their goals were to:
1. Understand current billing patterns and identify opportunities for improvement
2. Receive support to implement changes
3. Review billing processes for long-term efficiency
We approached the project in three phases:
1. Data Analysis:
We reviewed a full year of Medicare claims – over 10,000 invoices across four GPs – to establish a clear picture of existing billing practices.
2. Quantitative Survey:
A short survey of the GPs revealed areas of agreement as well as inconsistencies between perceived and actual billing behaviours.
3. Qualitative Interviews:
We conducted in-depth interviews to explore billing confidence, time utilisation, and potential barriers. This helped surface practical solutions for improvement.
Findings:
We found the clinic was performing well overall, with strong billing practices in place. However, there were missed opportunities. Our recommendations focused on targeted billing education, better use of technology, and workflow improvements to support financial sustainability without compromising patient care.