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COVID-19 (Coronavirus) Update
From Health Partners

29 June 2020

The most up-to-date information about COVID-19 (Coronavirus) and your cover will be available on this page. We’ll be updating this page frequently to provide you with our latest information.

Health Partners are closely monitoring the latest information and advice from health authorities regarding COVID-19 (Coronavirus) and are adopting all recommended measures to slow the spread of the virus.

This means we are likely to continue to change how we operate to ensure we can continue to provide support to our members.

Our Member Care face-to-face centres are temporarily closed. For information about your cover (like checking your cover or making a claim), login to Members Online Centre, Health Partners My Health App or call 1300 113 113.

Health Partners Optical update

Good news! All stores are now open for everyday eye care from Monday 18 May 2020.

26 June update: extended opening hours available in all locations. Call to book an appointment on 1300 115 115, or see our location opening hours.

We will be operating with your safety in mind, and implementing practices to protect your health and the health of our team members. We do ask that all customers are in good health prior to visiting us. Your appointment may feel a little different to what you’re used to as the team continue to practice social distancing and strict infection control procedures in store.

If you have any questions or concerns, before or during your appointment, please speak to the team who are on hand to help.

We look forward to seeing you in store soon.

Frequently asked questions

Yes, all stores are now open for everyday, routine eye care.

26 June update: extended opening hours available in all locations. Call to book an appointment on 1300 115 115, or see our location opening hours.

We will be operating with your safety in mind, and implementing practices to protect your health and the health of our team members. We ask that all customers are in good health prior to visiting us.

Your appointment may feel a little different to what you’re used to as the team continue to practice social distancing and strict infection control procedures in store.

If you have any questions or concerns, before or during your appointment, please speak to the team who are on hand to help.

We ask for your patience and understanding as we operate in this unusual environment.

In addition to urgent and emergency care, we are now open for regular and ongoing eye check ups and for your usual prescription eye wear, contact lens and sunglass needs.

Yes, provided you are well, and not displaying any cold or COVID-like symptoms.

You may be asked to wait outside the store due to capacity limit to maintain social distancing.

One of our team members will be at the front of the store to assist customers and a staff member will be happy to assist you as you browse for your new glasses.

Yes, provided you are well and not displaying any cold or COVID like symptoms.

You may be asked to wait outside the store due to capacity limit to maintain social distancing.

One of our team members will be at the front of the store to assist customers as they arrive.

The best way to organise an appointment is to call us first on 1300 115 115.

For the safety of everyone concerned, we continue to adhere to all current health authority advice.

Strict infection control protocols including social distancing and measures are in place and according to current government and health department direction.

We ask that all customers ensure they are in good health prior to visiting us.

When you attend one of our stores for your appointment, you may be asked to wait outside the store due to capacity limit to maintain social distancing. Once inside you will be asked to use hand sanitiser, and will be given a face mask to be worn during your consultation. Our optometrists, and store staff will all be wearing masks as appropriate.

The optometrist room and testing equipment is disinfected thoroughly between consultations for your and our team members’ protection. All counters and surfaces are cleaned regularly. Glasses and product are disinfected after handling each time .

If you have any questions or concerns, before or during your appointment, please speak to the team who are on hand to help.

It is important that you continue to receive ongoing managed eye care for your condition (like diabetes), and this remains an absolute priority for us. We will be in touch with you to arrange an appointment in line with your managed care program.

If you notice any changes to your vision, please contact us immediately to arrange an appointment.

Not necessarily.

We will give you the option to have them mailed to your home, with some information to guide you through your first days of wearing them. We will follow up with a phone call just to make sure everything is okay.

Alternatively you may make an appointment to come into store to pick them up and have them fitted.

We will contact you to discuss your options when your order is ready for collection.

Our team will be in touch with you about any prescription glasses or contacts you have on order.

  • If they are ready to be collected, we will schedule a time for you to come in, or alternatively we will speak to you about home delivery.
  • For contact lens orders, we are also able to arrange delivery of your contact lenses to your door if required.

If you are experiencing issues with your new glasses which is affecting your vision, please contact us:

1300 115 115 or email on optical@healthpartners.com.au

We can then determine the best option to resolve your situation.

Yes, provided you have a valid script. Simply call us to place your order, pay up front and for your convenience, we will arrange to have these delivered directly to your home.

Alternatively, you may pick these up in store. If you don’t have a valid script, simply call us to make an time for an appointment.

We welcome everyone at Health Partners Optical. Simply contact us on 1300 115 115.

Health Partners Dental update

In line with the most recent Directive under the state Emergency Act, Health Partners Dental is now able to provide treatment under Level 1 restrictions.

While this means that most dental procedures, including routine dental check-ups can now be provided, we will continue to defer some treatments for a short period of time that have a higher risk in COVID-19. This includes treatments that need nitrous oxide sedation (happy gas) and surgical procedures. Please also keep in mind that due to the large number of patients that had their treatment postponed, there might be a delay on the appointments available by a few weeks.

Members who had a dental appointment cancelled as a result of previous restrictions:

  • If your previously planned treatment can go ahead, we will be contacting you over the next few weeks to organise a new appointment.
  • If your treatment is still not permitted under the new restrictions we will contact you at a later date as soon as restrictions are lifted further.

Health Partners Dental also remains committed to ensuring the highest level of infection control for our members and staff.  We will continue to undertake COVID-19 screening and social distancing measures in our practices, in line with SA Health recommendations.

We appreciate your patience and understanding while we undertake this process.

Our dental practices are open Monday to Friday 8am to 5.30pm.
Extended opening hours from 29 June: at Morphett Vale and Modbury practices on Thursdays (8am to 7.30pm) and Saturdays (8.30am to 12.30pm).
Call 1300 114 114 to book an appointment.

Frequently asked questions

Health Partners will place you on a priority list, and contact you as soon as these treatments are able to be offered again.

We thank you for your assistance in helping us to maintain social distancing in the waiting area:

  • if there is an elevator to the practice, please limit to one person capacity at a time
  • we ask that you attend your appointment alone, unless you are accompanying a child or dependent person
  • sanitise or wash your hands before and after your visit. Sanitisers will be available at the dental practice counter
  • please stay at home if you are feeling unwell, we can reschedule your appointment
  • maintain social distancing – keep 1.5 metres from others

Yes, under level 1 restrictions, we are able to provide a routine dental check- up and clean.

Yes, however we are working with appointment scheduling alterations to ensure that we can safely fulfil additional infection control requirements including social distancing measures. The dentist will treat your issue first and if there is enough time, proceed with the check-up and clean. If not, they will arrange a follow-up appointment for you.

Elective surgery update

Each State in Australia is now making its own determination on elective surgery.

South Australia

In South Australia, the direction by the State Coordinator to limit surgery was removed on 13 May at midnight. This means that all categories of surgery are now able to resume, including elective and cosmetic surgery, in South Australian hospitals.

 

Other States

States other than South Australia will be moving individually on what surgeries will be allowed. If you are based outside of South Australia you should check with your state Health Department to find out the latest advice.

If you have questions about what this means for you, you should contact your specialist, Doctor or Hospital who will be able to provide specific advice on your procedure.

Supporting you with premium relief

Premiums reduced until 31 July 2020

Premiums for all members were reduced by 30% for Extras Cover and 10% for Hospital Cover, for all members for 3 months until 31 July 2020.

Your premium will automatically go back to the standard amount on 1 August 2020.

Postponed premium increase until 1 October 2020

Affordable health cover matters now more than ever. That’s why we postponed the premium increase for 6 months.

Financial Hardship

If you’re facing financial hardship or unemployment, we can provide support and relief. We encourage you to get in touch with us by calling 1300 113 113 or emailing ask@healthpartners.com.au

Here for you

We understand the uncertainty and challenges everyone is facing as a result of the COVID-19 pandemic and are here to support you.

As well as easing the financial pressure, we are also acutely focused on providing you with continued access to high-quality health services, wherever possible.

Just a reminder of the following support measures we already have in place:

  • You’re covered for all COVID-19 related claims on all Health Partners Hospital cover irrespective of the terms of that policy, at no extra cost. This includes lung and chest, kidney and bladder, as well as dialysis for chronic kidney failure, where linked to COVID-19.
  • Telehealth services on extras cover – physiotherapy, psychology, speech therapy, dietetics and exercise physiology via telehealth are covered with included extras until 30 September 2020.
  • Members have priority access to dental and optical services. Opening hours and available services can change in line with current health guidelines. Please call to make an appointment with Dental 1300 114 114 and Optical 1300 115 115.

Frequently asked questions

We automatically applied a 30% premium reduction on the base rate of Extras and a 10% premium reduction on the base rate of Hospital for three months until 31 July.

Absolutely nothing. This applied on your premium automatically and reflected in your account.

The Government announced that it will not be reducing the rebate you receive this year (normally annually indexed to allow for CPI). If you are eligible for a Government rebate, this will apply on top of your policy’s reduced rate.

Yes. Any direct debit discount will apply on top of the reduced premium rate.

We are making this reduced rate available to all our members, including those who have pre-paid in advance. If you have prepaid your premiums, we will credit your membership with additional days to the value of your reduced premium. This means you will be paid up further in advance.

For example, if you have prepaid up until 31 December 2020, your cover will be extended by the number of days the value of the reduced premium would have covered.

No. These reduced rates are a temporary offer during the COVID-19 period and cannot be locked in further than the specified period.

However, you can still lock in last year’s rates up until 30 September this year and avoid the October 2020 rate rise.  This rate increase was initially scheduled for April 1 however we are postponing this until October 1.  You can pre-pay anytime up until 30 September to lock in last year’s rates.

Yes. Just let our staff know and they will arrange for a refund to be credited to your bank account.

Is COVID-19 covered?

 

Yes, rest assured that COVID-19 related claims will be covered on all Health Partners Hospital cover irrespective of the terms of that policy, at no extra cost.

This means, that if you are admitted as a patient to hospital you will be covered for all conditions linked to COVID-19.  For more information about what that could include please see FAQ below  or call our Member Care team on 1300 113 113.

We’re here to help

 

We understand the uncertainty people are feeling in these unprecedented times.  Please don’t hesitate to contact our Member Care team who can discuss your options and work with you to deliver a solution.

We are available by phone, email and webchat during our normal business hours of 8am to 8pm Monday to Friday and 9am to 1pm on Saturdays.

We’ve reopened our Member Care desk at our Adelaide store and will reopen at Morphett Vale from 13 July. We look forward to helping you with your health cover in person.

Our Modbury Member Care face-to-face centre is still closed for now.

 

Contact Member Care

Phone: 1300 113 113

Email: ask@healthpartners.com.au

Webchat: www.healthpartners.com.au

Face-to-face Centres: Pirie St open, see opening hours

Staying healthy

 

The Department of Health recommends getting the flu shot when vaccines become available. Getting the flu and COVID-19 at the same time can make you very ill.
Free flu shots are available for Health Partners members at over 50 Health Partners participating pharmacies.

Click here to find your local pharmacy

Frequently Asked Questions

My health cover

If you are experiencing COVID-19 symptoms, contact the Australian National Coronavirus Health Line for advice on 1800 020 080 or: https://www.health.gov.au/news/coronavirus-update-at-a-glance.

In an emergency, such as having difficulty breathing, call Australia’s primary Emergency Phone Number 000 (Triple Zero).

All Health Partners members with Hospital Cover will be covered for COVID-19 (coronavirus) related admissions in any private hospital under the conditions that you have held hospital cover for at least the last two months and your Health Partners hospital policy is not in arrears.

Australian residents can choose to be treated as a public patient in a public hospital which is covered by Medicare, no matter whether you have private health insurance.

Yes, your cover will be the same as if the procedure was done in the public hospital.

We are here to help all our members in these uncertain times.  Please contact our Member Care team on 1300 113 113 if you are experiencing financial hardship or wish to discuss your level of cover.

You can update your membership or suspend your cover, including for financial hardship. If you are experiencing financial difficulty we encourage you to call us on 1300 113 113 to discuss your options, including suspending your membership in full for up to 12 months while you are experiencing hardship (conditions apply).

Australian Private Health Insurers are unable to cover pathology tests such as the COVID-19 nasal swab tests as these are covered as an outpatient under Medicare.

If you are admitted to hospital as an inpatient and require further tests, and you have served your waiting periods, then your pathology tests will be covered.

We will pay a benefit for PBS listed prescriptions that do not attract a government subsidy. They must be dispensed at a pharmacy which is a Health Partners participating pharmacy. You will only need to contribute the dispensing price, but no more than the maximum amount as detailed on your individual cover – whichever is the lesser. We will pay benefits for selected prescription vaccinations recognised by Health Partners. But only when they are supplied by: a. an approved vaccination provider that meets our recognition criteria; and b. a medical practitioner. The same conditions and rules apply to those detailed for private prescriptions.

Please send us your proof of travel and reactivation request within one month of returning from overseas by email at ask@healthpartners.com.au or via post to: Health Partners Reply Paid 1493, Adelaide SA 5001.

Health Partners will continue to take measures to reduce the risk of spreading COVID-19 by ensuring that:

  • We will continue to follow all Federal Department of Health guidelines in relation to illness, travel, personal hygiene and self-quarantine measures.
  • Anyone who has recently returned from overseas or interstate, or has had contact with a COVID-19 case and needs to self-isolate will have to defer non-urgent dental or optical appointments for a 2-week period on their return to Australia.
  • Anyone attending our dental or optical locations will need to apply hand sanitizer which will be conveniently located on the counter.
  • Additional infection control reinforcement and enhancement in the optometry and dental rooms.
  • Social distancing is being encouraged in all our centres.
  • Increased cleaning of key areas within our stores including all stations that involve member interaction as well as displayed product.
  • We temporarily closed Member Care Front Counters and encouraged members to use other ways to contact us like online, telephone and email. Counters reopened in Adelaide on 6 July and Morphett Vale on 13 July, Modbury still closed.

Additional information

 

For the latest updates and information about Coronavirus, please visit the Federal Health Department website

 

Health Partners is, as always, here for you when you need us and will continue to provide updates as needed through our website and Facebook.