Frequently Asked Questions

We are open on all public holidays.

Please note that after-hours pricing will apply on national public holidays only.

National Public Holiday Dates

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An IHI (Individual Healthcare Identifier) is a number that identifies you for health care purposes in Australia. If you have a Medicare card, are registered for Medicare, or have a DVA card, you will already have an IHI.

If you’re a visitor to Australia and you don’t have an IHI, you can apply for one with Services Australia here.

Benefits of an IHI

Having an IHI improves the security and efficiency of managing personal health information, allows for better communication between healthcare providers, and enables access to eScripts. 

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.

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.

Login or Sign Up by entering your personal details, choose your preferred appointment time and complete your booking by entering payment details online.

Doctors on Demand is available 24 hours a day, seven (7) days a week Australia-wide. Get Started and see a doctor from the convenience of your home or office right now.

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.

Doctors on Demand consultations are private fee services, except where Medicare rebates are indicated. You can view our full pricing schedule via the table below.

Business hours and after hours are determined based on the patient’s local time zone.

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.

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.}

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.

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.

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.

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.

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.

The pathology clinic where you go to have your test will provide your results to your consulting doctor who will advise if a follow up appointment is required.

A follow up appointment to review pathology results may be required because a doctor is best equipped to interpret the test results in the context of your medical history, symptoms, and overall health, providing a comprehensive understanding and appropriate next steps based on the findings. Essentially, your doctor can explain what the results mean for you personally, and make informed decisions about your care.

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.

International tourists can use our service as long as they have an Australian mobile number and are in Australia at the time of their appointment.

No. Due to medico-legal reasons we are unable to offer Doctors on Demand video consultations to patients outside Australia.

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.

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.

For general appointments, you can choose between an e-script or a paper prescription. If you select a paper prescription, you are welcome to choose any pharmacy that suits you. For all home delivery QuickScript orders, prescriptions are dispensed with TerryWhite Chemmart Hawthorn for convenience and efficiency. 
 
TerryWhite Chemmart Hawthorn
736 Glenferrie Rd, Hawthorn VIC 3122
03 9818 1313

It’s a simple 4-step process:

1. Choose a service: You’ll need a standard appointment for a new prescription, or you can use our QuickScript service for eligible repeat prescriptions.
2. Sign up or login: Enter or confirm your personal details so we know who you are, and the doctor knows your current medical history.
3. Speak with your doctor about a prescription: Discuss your prescription with a doctor via video for a new prescription, or phone for a repeat prescription.
4. Access your medications: If prescribed, you’ll get an eScript by email or SMS. With QuickScript, medications can be delivered to your door.

Need an online prescription? Get started here.

Please contact us at info@doctorsondemand.com.au and we will follow up directly for you.

The QuickScript service is an effective and economical way for you to speak with a doctor about repeat prescriptions for medications you take commonly. You are not eligible for this service if your request is for a new medication that you haven’t taken before or a medication that is not available through our QuickScript service – instead, you’ll need to book a standard consult.

Importantly, our QuickScript service is eScript only. We need a healthcare identifier to enable creation of an e-Scripts. Please provide your healthcare identifiers before you can access this service. This will be:

• a Medicare card number, if you’re an Australian citizen or permanent resident; or
• an Individual Healthcare Identifier (IHI number) if you’re an overseas visitor, international student or temporary resident.

Not sure or need to check? Visit Services Australia.

Otherwise, request a repeat prescription online now.

A signature is required on delivery of your medications, so we cannot deliver to a PO Box or Parcel Locker at this stage.

Postage of your medications to your home is available via our QuickScript and Quit Smoking services. It costs $12.95.

We don’t offer a same day delivery option at this stage, however our next day delivery service means you should still receive your medications quickly. Orders received before 2.30pm will be delivered to metro areas (including interstate) by the next day. If you’re in a regional area, it will normally take 1-2 days, and 2-3 days for rural areas.

Yes. Updates will be sent via email as soon as your package is scanned for shipping, and you will received regular updates as it progresses.

If prescribed, you can opt to get an eScript as an SMS to your phone or email for pickup at your preferred pharmacy, or get your medications delivered to your door.

Delivery orders received before 2.30pm will be delivered to metro areas (including interstate) by the next day. If you’re in a regional area, it will normally take 1-2 days, and 2-3 days for rural areas.

Please note: The delivery timeframes listed are estimates only, not guarantees and do not include delays from our couriers.

An IHI (Individual Healthcare Identifier) is a number that identifies you for health care purposes in Australia. If you have a Medicare card, are registered for Medicare, or have a DVA card, you will already have an IHI.

If you’re a visitor to Australia and you don’t have an IHI, you can apply for one with Services Australia here.

Benefits of an IHI

Having an IHI improves the security and efficiency of managing personal health information, allows for better communication between healthcare providers, and enables access to eScripts. 

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.

It’s a simple 4-step process:

1. Request a call-back: Choose the ‘repeat prescription’ option in the menu to get started with your script request.
2. Sign up or login: Enter or confirm your personal details so we know who you are, and the doctor knows your current medical history.
3. Speak with your doctor about a prescription: To ensure we reach you keep your phone close by & ensure that it is switched off silent mode, and be prepared to answer a call from an unrecognised number. If you missed the call, keep an eye out for a message with instructions on how to reconnect with your doctor.
4. Access your medications: If prescribed, you can opt to get an eScript for pickup at your preferred pharmacy, or get your medications delivered to your door.

Need a repeat prescription? Get started here.

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.

You may be able to claim your consult cost or medication on your private health insurance cover. Please make inquiries directly with your insurer. Please contact us if you require a detailed invoice for your insurance claim.

When you sign up or login on our platform, you’ll need to enter or confirm your personal details so we know who you are, and the doctor knows your current medical history prior to your consult. You may also have to answer some specific questions related to the medication you’ve requested.

We need a healthcare identifier to enable creation of e-Scripts, so please provide either:

• a Medicare card number, if you’re an Australian citizen or permanent resident; or
• an Individual Healthcare Identifier (IHI number) if you’re an overseas visitor, international student or temporary resident.

Health professionals use your IHI to make sure they are accessing the right record when uploading information so it’s a good idea to get one now, as you’ll likely need it again in the future. Not sure or need to check? Visit Services Australia.

You chose our online doctor service for convenience & efficiency, and we want you to get your medications as soon as possible; make sure you’re set up for eScripts prior to your consult!

Need an online prescription? Get started here.

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. You can speak to a doctor and request an online prescription, or eScript, for any of the following:

• Acne
• Asthma
• COVID-19
• Diabetes
• Erectile Dysfunction
• Gout
• Hay fever & allergies
• High blood pressure
• High cholesterol
• Hair loss
• Migraines
• Osteoporosis
• Pain and more

Need an online prescription? Get started here.

Requesting a new or repeat prescription online is a safe and convenient way to access many types of medical prescriptions. See our separate FAQ: “What types of prescriptions can be managed via telehealth?” for more information.

If your prescription request is approved, your doctor will issue you with an eScript which is transmitted from the doctor’s prescribing system to the prescription exchange service in an encrypted format (a private and secure way of sending information). The electronic prescription will not be able to be altered between the time of generation and dispensing, and your script can only be ‘unlocked’ by your pharmacist. The digital format can also help to reduce medication mistakes caused by poorly handwritten scripts.

If you ever need to buy your medicine online, always stick to trusted suppliers.

Need an online prescription? Get started here.

Speaking to a telehealth doctor to obtain an online prescription is legal in Australia. The Australian Government changed legislation in 2019 to make electronic prescribing of PBS medicines legal nationwide. States and territories have also made changes to their legal frameworks to allow for electronic prescriptions. Electronic prescriptions, also known as eScripts, are now a highly common and convenient option that removes the need for a physical paper prescription. The same regulations for prescribing and supplying medicines exist for both paper and electronic prescriptions. Clinicians are required to adhere to the National Health Act 1953 and relevant State or Territory regulations when prescribing and supplying medicines using an electronic prescription.

Need an online prescription? Get started here.

If the Doctor has provided you with an eScript, paper prescriptions are not created and cannot be issued to a patient or pharmacy. If your pharmacy has any concerns, they are welcome to contact us.

Medications of that nature are not prescribed through our virtual care service and should be sourced from your regular GP for your own safety and wellbeing. We apologise that we are unable to assist you in this circumstance.

No. Schedule 8 Controlled Drug medications and drugs of addiction will not regularly be prescribed via our service. It may not be appropriate to prescribe any such medication in this manner due to the potential for addiction and misuse. Our doctors believe this medication should be carefully monitored by your regular healthcare provider. Please do not proceed to book a video consultation if you are seeking such medication, as your appointment fee will not be refunded.

Our QuickScript service costs $29.90 to speak with a doctor about your prescription. QuickScript is for eligible repeat prescriptions only. A Medicare card or IHI number is required to access this service. Please note, there may be additional out-of-pocket costs for things associated with your appointment, like medications and delivery fees where applicable.

View our full pricing schedule here.

All medications requested through our QuickScript or Smoking Cessation service can be ordered through our home delivery partner. Approval of a medication request, and any repeat prescriptions, are at the doctor’s discretion. See our separate FAQ ‘What types of prescriptions can be managed via telehealth?’ for more information

All medication orders must be signed for when delivered. We recommend providing a work address for delivery if no one is home during business hours. If nobody is available to receive the order and there is no safe area to leave it, a card will be left which provides details of how to arrange collection or delivery at a more convenient time. 

Yes. An alternative delivery address can be provided when you order your medication through our QuickScript repeat medication service. Please ensure that your delivery address is complete and accurate. If you have any special requirements, please do not hesitate to contact us.

To request an eScript please add a healthcare identifier to your account; this will be:

• a Medicare card number, if you’re an Australian citizen or permanent resident; or
• an Individual Healthcare Identifier (IHI number) if you’re an overseas visitor, international student or temporary resident.

If prescribed, you will receive a digital ‘token’ sent by SMS or email which you can present to your preferred pharmacy for immediate collection of your medication.

Unfortunately, our partner pharmacies cannot provide refunds on prescription medicines as legislation prohibits their return once they have been dispensed. This is due to State health regulations stipulating general medicines and prescriptions, including any preparation that is taken orally cannot be returned or refunded. Once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed, and it is possible the product could be tampered with.

Repeats are always at the discretion of the reviewing doctor. It is possible to request repeats during your appointment—however, Doctors on Demand has no influence over the approval of your prescription request, or the number of repeats issued. The consulting doctor will decide, and is given the discretion to act according to their professional judgement considering each patient’s best interests and the limitations of an online consultation. If you would like to discuss your request for repeats, you can always book online at any time.

If you receive an electronic prescription with repeats, a new SMS or email will be sent to you when you get your medicine from the pharmacy.

Private

Selecting the Private price allows you to choose to have multiple quantities of your prescription supplied up to a maximum of three (3) times. No repeats will be issued, and you will not receive Prescription Record Form stickers to count towards your Safety Net entitlement. Prescriptions not subsidised under the Pharmaceutical Benefits Scheme (PBS) will only be available at the Private price. Receipts are issued by the dispensing pharmacy to enable you to claim a rebate through your Private Health Fund (if applicable).

PBS (Pharmaceutical Benefits Scheme)

By selecting this price option, you will receive a PBS prescription with repeats at the doctor’s discretion. These prices are only available to customers with a current Medicare card for medication subsidised under the PBS. Prescription Record Form stickers will be supplied to enable you to count towards your Safety Net entitlement.