It now takes 400 per cent longer for Prescription Shopping claims to be processed by Services Australia under the Albanese Labor Government than it did under the Coalition – up from 9 days in 2021-22 to 45 days on the most recent figures.
For aged care claims the blow out is 345 per cent, while Medicare eligibility claims are taking 242 per cent longer; and PBS Patient Refunds are taking 215 per cent longer.
The Opposition obtained the data following responses to the February round of Senate Estimates.
Shadow Minister for Government Services Paul Fletcher said the figures are a further reminder that Services Australia is in disarray.
“These figures are shocking, especially following a global pandemic in which you would expect the government to prioritise health claims,” Mr Fletcher said.
“Government Services Minister Bill Shorten needs to lift his game and improve the customer service experience at Services Australia. Australians deserve better.
“I reiterate my calls for there to be a root and branch review of Services Australia’s operations, to improve the agency’s performance.”
Shadow Minister for Health and Aged Care, Senator Anne Ruston said that these figures come on top of Labor overseeing wait time and cost blow outs across the entire healthcare system.
“Right now, we know that it has never been harder or more expensive for patients to see a doctor and this is having serious consequences, with 1.2 million Australians avoiding seeing their GP last year due to cost concerns,” Senator Ruston said.
“The last thing our healthcare system needs is for Australians’ access to affordable healthcare to be further hindered with these serious wait time blow outs for health claims.”
The below table provides the average days to process a range of health work claims.
| Claim | FY 2021-22 | FY 2022-23 | 1 January 2024 to 29 February 2024 | % deterioration |
| Aged Care | 11 | 24 | 49 | 345% |
| Prescription Shopping | 9 | 18 | 45 | 400% |
| PBS Pharmacy Claims | 12 | 17 | 34 | 183% |
| PBS Patient Refunds | 40 | 43 | 126 | 215% |
| Medicare Eligibility | 19 | 22 | 65 | 242% |
| Medicare Entitlement Statement | 38 | 15 | 119 | 213% |
| Adjustments | 116 | 122 | 309 | 166% |