Questions
Things people ask us.
If your question isn't here, ask us directly. We would rather answer it before you book than after.
Before you book.
Do I need a referral?
No. New patients are welcome without a referral.
Who can book?
The patient must be 18 or over, and in Australia at the time of the appointment. Every Book button leads through a few quick checks first, so you know before you pay whether we are the right service.
Do you see patients under 18?
No. All patients must be 18 or over.
Can I book on behalf of someone else?
You can help someone book, but the patient must take the call themselves and give their own consent. If you hold a formal decision-making role for another adult, tell us when you book.
The appointment.
How long is an appointment?
A first consultation is a full 30 minutes with your doctor. Reviews are 15 minutes. That is time set aside for you, not an average.
How does the appointment happen?
By phone. At your appointment time your doctor calls the number you gave when you booked. You need a phone and somewhere private to talk.
How do you know it's me?
At the start of the call your doctor confirms your identity against the details you gave when you booked. It makes sure the person on the call is the patient who booked.
What if the call drops?
If the call drops, we call you back on the number you gave us.
What should I have ready?
A list of your current medications you take, including anything bought over the counter or online.
Any recent test results or specialist letters. If you don't have them to hand, no dramas.
A note of what you want to get out of the appointment.
A phone or tablet and somewhere private to talk.
What if the doctor's advice isn't what I expected?
Your doctor gives you an honest clinical opinion about your circumstances, and what they recommend is their decision alone. Sometimes that is no treatment at all, and if so, we'll tell you honestly.
The fee pays for the doctor's time and assessment and isn't refunded because of the opinion reached. This doesn't change your rights under the Australian Consumer Law.
Can I get a second opinion?
Always. You can ask for a copy of your notes at any time, so another practitioner can review them properly.
Fees and changes.
What does it cost?
A 30-minute first consultation is $75. A 15-minute review is $50. Both are paid when you book. Every fee is set out on our fees page.
How do I cancel or reschedule?
Contact us as early as you can. With at least 24 hours' notice you can reschedule or cancel, and your fee is refunded in full. With less notice, or if you miss the appointment, the fee paid for it is not refunded.
Your records.
Will you tell my regular GP?
Not unless you ask us to. Your pre-consultation form records your usual GP as part of your history, and your notes stay in our clinical system. If you would like a copy of your notes to give to your GP, ask and we'll send it to you.
Who can see my information?
Your doctor and the clinic staff who need it to arrange your care. Your notes are held in our clinical system and shared only with your care team, or where the law requires it. Our privacy policy sets out what we collect and who it may be disclosed to.
If something goes wrong.
What if I'm unhappy with my care?
Tell us first. Most things we can put right quickly. Email us using the address on our contact page and we will respond within 5 business days.
If you would rather raise it externally, or you are not satisfied with our response, you can contact AHPRA or the health complaints body in your state or territory. Raising a concern never changes how we look after you.
Is this an emergency service?
No. If you or someone else is at immediate risk, call 000. For crisis support at any hour, call Lifeline on 13 11 14 or Beyond Blue on 1300 22 4636.
Still have a question?
Ask before you book.
We would rather spend five minutes on an email than have you book the wrong thing.