How a Perth GP clinic streamlined billing and boosted patient satisfaction through HICAPS integration

When Dani Galus joined Bassendean Total Health Care as Practice Manager, she inherited a busy front desk that ran on determination, and a lot of manual work. On any given day, the team managed bookings, phones, billing, and Medicare claims for more than 150 patients. It was fast-paced, hands-on work.

“We were constantly juggling priorities,” Dani says. ““We had to manually enter payment details from Best Practice into the HICAPS terminal – which left room for error, especially when things got busy.”

Taking a new approach to an old problem

For years, billing inefficiencies were accepted as part of running a general practice. But with rising patient volumes and a shift toward private billing, Dani knew the clinic needed a smarter solution.

Dani was already familiar with HICAPS, so when she was asked to trial a new integration between HICAPS and Best Practice—Australia’s leading clinical software for GPs—she saw an opportunity to rethink how her front desk operated.

“Previously, we had issues with the wrong providers being paid or incorrect amounts being entered due to the complexity of processing,” she says. “That’s no longer a problem. The integration ensures accuracy and speed.”

Small change, big impact

The clinic adopted the HICAPS-Best Practice integration earlier this year. The result? A significant shift in workflow efficiency and patient satisfaction. Information now flows directly from the clinical software to the payment terminal—no re-entry needed.

“It’s streamlined the billing process, eliminated manual data entry, and significantly reduced human error,” Dani says. “It’s made life so much easier for our team.”

What used to be a multi-step task that absorbed valuable front desk time is now handled automatically in a matter of seconds. With fewer administrative distractions, staff can focus on what really matters: patients.

A solution that fits the business

The HICAPS and Best Practice integration is designed to remove friction from healthcare claiming, EFTPOS transactions, and reconciliation. Through HICAPS, NAB is the first major bank to launch this type of integration with GP software as part of a broader effort to modernise practice operations for GPs nationwide.

For Dani, the implementation of the software was seamless with little error, and HICAPS’ customer-support was top-tier.

“The setup was quick—the entire process didn’t even take an hour,” she says. “It was one of the smoothest system changes we’ve ever done. And HICAPS support was excellent.”

Bringing technology to the front line of care 

According to HICAPS CEO Mark Raymer, the integration marks a step-change in how general practices can manage their claims.

“This is about simplifying EFTPOS transactions, claiming and reconciliation for GPs so they can focus on their patients and their business,” Raymer says. “We’re giving GPs and their staff the tools to operate more efficiently and effectively.”

The new functionality enables faster Medicare Easyclaim rebates, real-time updates, and more accurate reconciliation—all from within the existing practice management workflow.

For staff and patients, a win-win

The impact has been clear, both behind the desk and in the waiting room.

“Patients are receiving their Medicare rebates almost instantly, which is particularly reassuring for our older patients,” Dani says. “And our reception team now has more time to engage with people instead of being tied up with admin.”

She adds that the new system has helped ease the transition to private billing—a change that many clinics across the country are navigating.

Looking ahead

With the success of the integration, Dani sees a strong future for further automation in healthcare administration.

“I would 100% recommend the HICAPS and Best Practice integration to other clinics,” she says. “It’s efficient, reduces errors, and makes the billing process seamless—for staff and patients alike.”

For Bassendean Total Health Care, one small change has led to better operations, happier patients, and a more empowered front desk—just what the doctor ordered.

Important note:   

HICAPS healthcare claiming services are subject to the HICAPS Provider Agreement, NAB Merchant Agreement and other relevant terms and conditions, which can be accessed on HICAPS website at: https://www.hicaps.com.au/support/hicaps-agreements. HICAPS Pty Ltd ABN 11 080 688 866 is a wholly owned but non-guaranteed subsidiary of National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686