What is Financial Hardship?

Financial Hardship refers to a situation where individuals or families struggle to meet their financial commitments due to a variety of challenging circumstances. For patients experiencing financial hardship, this means they are unable to fulfill their current financial obligations without compromising their ability to meet essential living needs, such as food, rent, and utilities.

Financial hardship is subjective and can affect people in different ways. Factors contributing to financial hardship can include:

• Employment situation;
• Illness or injury;
• Family circumstances;
• Addiction in all its forms;
• Natural disasters;
• Indebtedness;

For individuals experiencing financial hardship, it often becomes difficult to balance their day-to-day expenses while meeting the essential needs for survival and well-being.

Patients or Authorised Representatives have the right to request hardship orally (informally) or in writing (formal AusHealth Hardship Application).

AusHealth Financial Hardship Application

The AusHealth Financial Hardship Application involves a series of questions and steps designed to support Patients facing financial hardship. The application ensures that Patients or Authorised Representatives are treated fairly, receive appropriate assistance, and are given options to help them manage their financial obligations. A summary of the core objectives of the application follows:

• Assist Patients in identifying their financial circumstances and options;
• Deliver consistent, fair options, delivered with integrity and respect;
• Respond to individual Patient needs;
• Assist Patients to proactively manage their accounts;
• Provide incentives to encourage Patients to establish and maintain agreed payment plans;
• Identify that some Patients may require additional assistance;
• Fulfill and exceed statutory requirements;
• Effectively manage debt on behalf of Patients and stakeholders.

Basic Standards

When a Patient or Authorised Representative notifies AusHealth that they are facing payment difficulties, we will engage in a respectful and understanding conversation to assess the Patient’s ability to manage their debt. AusHealth will be mindful of the following key factors:

• The Patient’s present debt position;
• Information provided to reach a payment agreement;
• Number of children and/or dependants Patient is financially responsible for;
• Contributing factors to current financial position;
• Information useful to the Patient including potential government assistance;
• Recommendations from financial counsellors or relevant organisations;
• Additional considerations including previous dealings with AusHealth, family circumstances, and domestic violence.

Rights of Patients

Patients experiencing financial hardship are entitled to the following rights and protections that ensure they are treated fairly and with sensitivity:

• Receive information on AusHealth’s Hardship Policy;
• Be informed of the various payment options and methods available;
• The ability to renegotiate the amount of their payment plan if their circumstances change;
• Be provided with information regarding independent financial and other counselling services;
• Make an offer to pay by recurring payment arrangements based on current financial position and obligations.