Question 1

Why was I charged by St John of God Murdoch Hospital after my visit had already finished?

Accepted Answer

Hospital charges are often processed after your discharge, once all accommodation, theatre, pharmacy and other items are finalised. If you paid an estimate or deposit up front, the final amount may be adjusted after Medicare, your private health insurer, DVA, or Workers’ Compensation has processed their portion. Any remaining excess, co‑payment, or self‑funded balance is then charged to the card you authorised on admission. You can request a detailed itemised account from Patient Accounts to see exactly what was billed.

Question 2

What types of services commonly result in a charge from St John of God Murdoch Hospital?

Accepted Answer

Common charges include hospital accommodation for overnight or day admissions, theatre and recovery fees for surgery, maternity stay costs, rehabilitation programs, and chemotherapy or infusion treatments. The private emergency department also attracts a facility fee that is charged directly to you, even if you have a Medicare card, and may not be fully covered by private health insurance. In addition, you might see charges for in‑hospital pharmacy items and some allied health services. Doctors, pathology and radiology providers may bill you separately and appear as different merchants on your statement.

Question 3

Why do I see a small or duplicate ‘pending’ amount from SJOG Murdoch on my card?

Accepted Answer

The hospital may place a temporary pre‑authorisation hold on your credit or debit card at admission, particularly for self‑funding patients or when an excess is payable. This appears as a pending transaction and is used to secure payment, but is not the final charge. Once your account is finalised, the actual amount owing is processed and any unused portion of the hold is automatically released by your bank, typically within 3–10 business days. If a hold has not cleared after this time, contact your bank and then the hospital’s Patient Accounts team with your admission details.

Question 4

How are fees and out‑of‑pocket costs calculated at St John of God Murdoch Hospital?

Accepted Answer

If you have private health insurance, your out‑of‑pocket costs usually include any policy excess, co‑payment, and services not covered by your fund or Medicare. Self‑funding patients are given an estimate for hospital fees before admission wherever possible, and may be asked to pay this estimate in full at or before admission. Final charges can differ from the estimate if your stay is longer, your procedure changes, or additional services (such as intensive care or extra imaging) are required. For the most accurate information, contact the Pre‑admission or Patient Accounts team with your health fund details and planned procedure.

Question 5

How can I query, correct, or get a copy of my bill from St John of God Murdoch Hospital?

Accepted Answer

To query a charge or request an itemised account, visit sjog.org.au, navigate to the Murdoch Hospital page, and use the listed Patient Accounts or Billing contact details (phone and/or email). Provide your full name, date of birth, approximate admission date, and any invoice or reference numbers from your bank statement. The billing team can explain what each charge relates to, email or post a copy of your invoice or receipt, and investigate possible errors. If a mistake is confirmed, they will arrange an adjustment or refund to your card or bank account.

Question 6

How do I arrange a refund if I’ve been overcharged or paid twice?

Accepted Answer

If you believe you’ve overpaid—such as paying an estimate up front and then being charged again once your insurer processed the claim—contact the Patient Accounts team with evidence of both payments (bank or card statements and any hospital receipts). The hospital will reconcile your account and confirm whether a credit balance exists. Approved refunds are generally processed back to the original payment method, though bank transfer may be used in some cases, and can take several business days to appear. Keep in mind that separate providers (like your surgeon, anaesthetist, or pathology) must be contacted individually for their own invoices.

Question 7

I don’t remember going to St John of God Murdoch Hospital—how can I verify if this charge is mine?

Accepted Answer

Start by checking whether a family member on your card or policy (such as a spouse or dependent) recently attended Murdoch Hospital for emergency care, day surgery, maternity, or outpatient treatment. Then compare the transaction date with any hospital visits, specialist appointments held at the Murdoch campus, or admissions arranged by your doctor. If you still can’t identify the visit, contact Patient Accounts with the date and amount of the charge; they can confirm whether it matches an account in your name and what services were provided. If the hospital cannot find a matching record, contact your bank to investigate possible card misuse or fraud.

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