Frequently Asked Questions
The most commonly asked questions about our telehealth platform.
Appointments
Can I obtain a referral for Pathology or Radiology?
You can obtain a referral for pathology or radiology (imaging) through our service if the doctor deems it appropriate. Your request form will be emailed to you following your appointment. You can take this referral form to your local imaging or pathology clinic. Once you have had the test(s) completed, please notify us via phone or email where you have had these tests completed so that we can follow this up to obtain your results. Once we receive your results, we will advise the referring doctor and if any further action is required, we will contact you to arrange.
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Are Doctors on Demand available for video appointments on public holidays?
We are open on all public holidays.
Please note after hours pricing will apply on national public holidays, only.
National Public Holiday Dates
| New Year’s Day | Observed annually on 1st January |
| Australia Day | Observed annually on 26 January |
| Good Friday | Observed annually the Friday before Easter Sunday |
| Easter Monday | Observed annually the Monday after Easter Sunday |
| ANZAC Day | Observed annually on 25th April |
| Christmas Day | Observed annually on 25th December |
| Boxing Day | Observed annually on 26th December |
What types of prescriptions can be managed via telehealth?
Telehealth is a good option for managing many types of medical prescriptions. Our patients see us for a variety of online prescriptions, from contraception through to erectile dysfunction, and for conditions ranging from high blood pressure to asthma & allergies. Approval of a medication request, and any repeat prescriptions, are at the doctor’s discretion. Some medications should be prescribed by one prescriber who has overall management of your condition. Schedule 4 drugs which have the potential to cause harm or be misused such as benzodiazepines, duromine, zolpidem, zopiclone, quetiapine and high strength codeine are not routinely prescribed and should be sourced from your regular GP. No schedule 8 controlled drug medication or drugs of addiction will be prescribed via our telehealth services.
Need an online prescription? Get started here.
Should I consult with my regular GP before my online prescription appointment?
Regular visits to your GP are recommended to manage chronic conditions. We recommend a physical examination with your face-to-face GP once every 12 months. It is important that your blood pressure is checked regularly, and we recommend that you provide a printout or report showing a recent blood pressure reading to ensure that your online doctor can safely prescribe.
How do I book a doctor’s appointment?
When can I book my video consultation?
Doctors on Demand is available 24 hours a day, seven (7) days a week Australia-wide. Between the hours of 8 a.m. and 6 p.m. in all time zones, you can book an appointment on demand, that’s right…no waiting! Outside of these hours (from 6 p.m. to 8 a.m.) you can book an appointment in advance at a time that is convenient to you. Get Started and see a doctor from the convenience of your home or office right now.
Can I book by the telephone?
There is no need to contact us on the telephone to make a booking. Simply Get Started here and select your service and preferred appointment time. Confirm your booking and pay via credit card online.
How much will my appointment cost and how do I pay?
You can view our full pricing schedule via the table below.
| Appointment Type | Service Fee | Booking Fee* | GST | Medicare Rebate^ | Total Cost |
|---|---|---|---|---|---|
| Business Hours Available from 8am to 6pm Monday to Friday |
$60.00 | $2.95 | – | – | $62.95 |
| After Hours Available from 6pm to 8am Monday to Friday & all day Saturday, Sunday and National Public Holidays |
$90.00 | $2.95 | – | – | $92.95 |
| Mental Health Care Plan Assessment (Medicare Card Required) A Medicare card is required to access rebates for this consult, and to obtain a Medicare subsidised Mental Health Treatment Plan (MHTP). We will lodge the claim for your consult immediately after your video consultation, however your out-of-pocket costs may depend on the outcome of your appointment, and your eligibility as assessed by Medicare. Medicare rebates on this service range from $100.20 rebate ($19.80 out of pocket) where a MHTP is provided and $78.95 rebate ($41.05 out of pocket) where a MHTP is not provided. |
$120.00 | – | – | $78.95 to $100.20 | $19.80 to $41.05 |
| Mental Health Care Plan Review (Medicare Card Required) A Medicare card is required to access rebates for this consult. We will lodge the claim for your consult immediately after your video consultation, however your eligibility will be assessed by Medicare. The applicable rebate is $78.95 rebate ($41.05 out of pocket). |
$120.00 | – | – | $78.95 | $41.05 |
| Private Fee Mental Health Consultation If you don’t nave a Medicare card, you Will not be eligible for a bulk billed assessment or a Medicare subsidised Mental Health Treatment Plan (MHTP). A private fee per appointment will apply to speak with a mental health trained Doctor about any other mental health concerns. |
$120.00 | – | – | – | $120.00 |
| Smoking Cessation Available from 8am to 6pm Monday to Friday |
$19.90 | – | – | – | $19.90 |
| Preparation of Medical Reports Medical reports regarding a patient’s treatment and/or condition requested by patients, and/or third parties with a patient’s consent. |
$120.00 | – | $12.00 | – | $132.00 |
| Provision of Medical Records Access to full medical records maintained by Doctors on Demand requested by patients, and/or third parties with a patient’s consent |
$25.00 | – | $2.50 | – | $27.50 |
Doctors on Demand consultations are private fee services, except where Medicare rebates are indicated above.
In July 2020 the Government announced changes to Medicare rebates for telehealth; That is, if we have not seen a patient face-to-face within the previous 12 months we will not be able to offer Medicare rebates for most of our services. Being a fully online service, we are wholly unable to meet this criteria.
Please note – the face-to-face requirement does not apply to:
• mental health services
We do offer a Medicare eligible service in this area.
If you have a benefit code provided by your Insurer or Employer, simply enter your code in the ‘Redeem a Benefit’ section when making your appointment to access your services for reduced or no fees.
*We build and maintain our own virtual health platform so we can ensure we have the best tools available for both clinical and patient experience. A booking fee of $2.95 per appointment supports investment in our technology and the development of new healthcare services.
^Your out-of-pocket costs may depend on the outcome of your appointment, and your eligibility as assessed by Medicare.
What if I no longer need the appointment? Can I get a refund?
Video consultations are paid for at the time of booking and are not eligible for a refund if you change your mind. If the doctor feels your appointment is not suitable for a video conference, then they can cancel the appointment at their discretion and you will not be charged.
70% of GP presentations can be handled via telehealth*, however, video consultations are not suitable for all conditions.
For emergencies and serious medical conditions, we recommend you seek care from your local hospital or GP. If you are seeking a prescription for a Schedule 8 controlled drug or any drug of addiction, please do not proceed with a video consultation as our doctors will not prescribe these restricted medications and a refund will not be issued for patients booking appointments for this reason.
*American Medical Association and Wellness Council of America
What if the doctor is running late? What if I need a longer appointment?
It is extremely rare for our doctors to be late. If the doctor is temporarily unavailable for any reason, they will let you know how long they will be. You can then choose to wait or cancel the appointment and book another appointment. Your consultation does not start until both parties have joined the session.
If you need more time with the doctor, the doctor will suggest booking a follow-up appointment.
I am having issues completing my Medicare card details and cannot proceed
Please uncheck the box “I have a Medicare card”. This will allow you to move through the appointment booking process more quickly. Medicare rebates no longer apply to telehealth consultations in the absence of a face-to-face consultation in the previous 12 months. If you would like to receive your prescription as an eScript, your Medicare card will be required. Please contact us if you are having any difficulties.
Can I get a workers compensation medical certificate through Doctors on Demand?
No. Unfortunately due to medico-legal reasons we cannot offer this service and you will need to arrange a face to face appointment with a local GP.
Can I obtain a referral for Pathology or Radiology?
You can obtain a referral for pathology or radiology (imaging) through our service if the doctor deems it appropriate. Your request form will be emailed to you following your appointment. You can take this referral form to your local imaging or pathology clinic. Once you have had the test(s) completed, please notify us via phone or email where you have had these tests completed so that we can follow this up to obtain your results. Once we receive your results, we will advise the referring doctor and if any further action is required, we will contact you to arrange.
Can international tourists use this service?
International tourists can use our service as long as they are in Australia at the time of their appointment.
Can I use this service if I am overseas?
No. Due to medico-legal reasons we are unable to offer Doctors on Demand video consultations to patients outside Australia.
Preparation of Medical Report
Our doctors are often requested to provide medical reports regarding a patient’s treatment and/or condition by patients and/or third parties. The purpose of the requested reports can vary and may include for insurance claims, workers compensation claims or other legal proceedings.
The RACGP has recognized that doctors preparing medical reports should receive appropriate remuneration for this service. At Doctors on Demand, the applicable fee for preparation of a medical report is $120 plus GST and is payable prior to the provision of the medical report.
Provision of Medical Records
Medical records are maintained by Doctors on Demand and form a record of a patient’s consultations and encounters with Doctors on Demand. Doctors on Demand are often requested to provide access to partial or full medical records. In most circumstances, information from, or copies of, a patient’s record will not be released to a third party without the patient’s consent.
The RACGP recognises that a reasonable fee should be established for providing copies of a patient’s record. At Doctors on Demand, if a full medical record is requested, a fee of $25 plus GST will be payable prior to the release of the medical record.