FAQ’s

Doctors on Demand is an online virtual care service that provides patients with access to doctors via video appointments. We provide a convenient and secure service for you to see a doctor via video consultation at a time that suits you, from the comfort of your own home, or on the go with your mobile device. Our model gives GP’s a platform to deliver care in a more efficient and patient-centric way. It is the perfect solution for time-poor patients and those unable to readily access health services. We are a patient-driven service. As a patient, you are in control of the timing of your consultation. You simply need to register or log in and choose: “Speak to a Doctor” and you can book your appointment with one of our Medicare eligible doctors. There is no need for you to phone our reception to arrange your appointment – so you can arrange your appointment online whenever and wherever suits you.
The ultimate benefit is the convenience to you. Doctors on Demand provides patients with convenient access to doctors online. This is exceptionally useful for time poor patients who can now avoid driving, parking and sitting in a waiting room with sick people, and can be speaking with a doctor at a time that suits them. This is of particular benefit to rural patients or those where access to local General Practitioner’s is limited. Prescriptions for TGA approved products can be sent as an ePrescription via SMS to your mobile phone or delivered via fax and email to your local pharmacy for immediate collection of your medication. An Express Post delivery service for home delivery through our Partner Pharmacy is also available where your prescribed medication is sent directly to you.
Doctors on Demand can provide a bulk-billed telehealth consultation for nicotine and smoking cessation counselling. Please ensure you have your Medicare card details ready in order to be eligible for this. If you do not have a Medicare card, then private fees will apply. Fees during Business Hours (8.00am-6.00pm Australia-wide) is $60 per consultation and After Hours (6.00pm - 8.00am Australia wide) is $90.
No. Due to medico-legal reasons we are unable to offer Doctors on Demand video consultations to patients outside Australia.
The standard practice of our doctors for NRT is to prescribe low dose, closed pod nicotine vaping products as a second line treatment to quit smoking cigarettes. Our partner pharmacy has selected an established local supplier of nicotine e-cigarettes which are available to order online with a valid prescription. Patients wishing to pursue a personal importation scheme will be considered on an individual basis and the availability of this depends on the scope of practice of the individual doctor conducting the appointment.
Simply choose “Speak to a Doctor” on the homepage. You can choose to see a doctor “Now” i.e. no waiting or choose an appointment time that suits you. If you are a new patient, you will need to register on our platform. Registering is free and requires you to answer some general medical questions, just like any other medical centre. You will need to know your Medicare card details in order to be eligible for a bulk billed consultation. Enter the reason for your appointment, your preferred pharmacy and your payment details (if required), then sit back, relax and wait for your Doctor on Demand to join the session at the designated time. Doctors on Demand uses the OpenTok software platform for video conferencing. Doctors on Demand support the following web platforms only: Android: Chrome (83+) and Firefox (78+) iOS: Safari (12.1+) MacOS: Chrome (83+) and Safari (12.1+) Windows: Chrome (83+) and Firefox (78+) Doctors on Demand does not support any other browsers. Please download one of the browsers listed above prior to using our service. It is recommended a ‘Precall Test’ is also performed on the supported platform of choice to ensure the bandwidth requirements are suitable and any potential issues are identified. The URL for this is: https://tokbox.com/developer/tools/precall/results Connection issues can occur if the Browser cannot access the camera or microphone. When prompted on a Browser allow access to camera and microphone, please ‘Allow’ when entering the consult waiting room. If you are using a personal computer, in addition to good internet connection you will need access to a web camera and in some cases external speakers.
Bulk billed appointments are available during the hours of 8 a.m. and 6 p.m. in all time zones only. However, Doctors on Demand is available 24 hours a day, seven (7) days a week. Between the hours of 8 a.m. and 6 p.m. in all time zones, you can book an appointment on demand, that is, 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.
There are several reasons why your video consultation may not connect or connects and then drops out. Poor internet connection can cause drop outs. Our minimum requirement is 3G capability, however, if the service drops below that then the video consultation may be lost. If your connection with the doctor is lost: The doctor will attempt to reconnect to the video consultation – you will be asked to re-join the session; OR The doctor will attempt to call you on the mobile number you have provided in your Doctors on Demand profile – please ensure that your phone number is correct. The doctor’s call will be from a “no caller ID” number. Please be available to answer the call. In most instances, the consultation can be conducted via telephone, but if not appropriate, the doctor may request you re-book another appointment. If the doctor is unable to contact you, he may cancel your appointment and ask you to re-book another appointment.
Doctors on Demand GP video conference consultations for nicotine and smoking cessation counselling are bulk billed if you have a valid Medicare card. Services are also available for a private fee of $60 during Business Hours (8am - 6pm Australia Wide) or $90 After Hours (6pm - 8am Australia Wide). If you choose to have any prescription sent to our partner pharmacy for dispensing, you will be charged separately by the pharmacy for the cost of the medication and a $9.95 postage fee. Payment can be made to our partner pharmacy via our payment portal at the end of your consultation. We will then remit the funds to our partner pharmacy so they can dispense your medication. As your medicines have strict delivery guidelines, we use Australia Post’s Express Post Next Day* receipted delivery service. *Guaranteed next business day delivery of prescription and/or medicine(s) for appointments booked before 10 am AEST within the Express Post delivery network only, with dispatch from Brisbane. The Express Post network covers 80% of Australian business addresses, private addresses and post office boxes. If you are in an address outside this network it won’t be covered by our Next Day Guarantee. If you do not complete your consultation before 10am AEST we will still do our best to dispatch your parcel that day and it should still get to you in 1-3 business days (depending on where you live in Australia). The delivery standards for Australia Post varies depending on your exact location. For delivery times between specific points, or to track your parcel online please check here.
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.
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 that your appointment is not suitable for a video conference, then at their discretion they can cancel the appointment and you will not be charged. Research shows that 70% of GP presentations can be handled via telehealth*. However, video consultation appointments are not suitable for all conditions. For emergencies and serious medical conditions, your local hospital or GP are better suited to care for your needs. 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
Your Doctor may recommend Nicotine Replacement Therapy such as a nicotine e-cigarette. From 1 October 2021, consumers require a prescription for all purchases of nicotine vaping products, such as nicotine e-cigarettes, nicotine pods and liquid nicotine. This includes products purchased both in Australia and from overseas. Due to the variability of nicotine dosage in open pod systems, only closed pod e-cigarettes that are available in Australia and comply with TGA guidelines will be prescribed by our doctors.
If you have a valid Medicare card, you can speak to one of our doctors at no cost to you, who can discuss your options to quit smoking, which may include prescribing nicotine e-cigarettes. The provision of a prescription is within the professional discretion of the consulting doctor. Due to the variability of nicotine dosage in open pod systems, only closed pod e-cigarettes that are available in Australia and comply with TGA guidelines will be prescribed by our doctors.
Yes – If your consulting doctor provides a prescription for a closed pod system, you can use your prescription to attach to your order when importing through an overseas retailer via the TGA’s Personal Importation Scheme. Doctors on Demand can not provide assistance or advice in relation to importation options.
E-cigarettes contain nicotine and other chemicals and they are not without risk. E-cigarettes do not produce any smoke, where harmful chemicals are generated from the lighting of a cigarette. The long-term health effects of e-cigarettes are not known. You should speak to one of our doctors today about your options on how to quit smoking, including the use of e-cigarettes.
After your consultation, if a prescription is provided, you can choose to be directed to our Partner Pharmacy for online product purchase for home delivery. You can also take your prescription (e-script) for the closed pod system to your own preferred pharmacy as long as they have equivalent stock. Please note that Doctors on Demand receives no income in relation to the sale of any medications or e-cigarettes through this website.
No – each person will need to speak to a Doctor and receive advice specific to their condition.
The best thing to do is to quit smoking entirely. The next best thing is to go through approved treatments, such as patches and gums. But if your doctor sees fit, he/she can prescribe you an unapproved medicine in the form of nicotine e-cigarettes. Due to the variability of nicotine dosage in open pod systems, only closed pod e-cigarettes that are available in Australia and comply with TGA guidelines will be prescribed by our doctors.
No – e-cigarettes are designed for adult smokers looking to quit. Consultations and prescriptions will not be provided for persons under 18 years of age.
You can request to have your prescribed nicotine e-cigarette delivered from our partner pharmacy to anywhere in Australia. A signature will be required for receipt to ensure you are the patient named on the prescription and over 18 years of age. You can also take your prescription (e-script) for the closed pod system to your own preferred pharmacy as long as they have equivalent stock. Please note that Doctors on Demand receives no income in relation to the sale of any medications or e-cigarettes through this website.
No – nicotine e-cigarettes are a smoking cessation therapy for smokers looking to quit smoking, or for current vapers who want to continue to stay off cigarettes.
Yes. You can request a female or male doctor. (Please note this request is subject to availability and is not guaranteed).
All doctors consulting for Doctors on Demand are registered in Australia and certified by Australian regulatory standards. All doctors are fully insured.
Our aim is to have a Doctor available on demand at during the hours of 8 am to 6 pm AEST. Our bulk billed service for smoking cessation counselling is only available during Business Hours (8am-6pm) and is not available after hours. The availability of Doctors may vary, but appointments are usually available within an hour.
Yes, our service can be used from most smartphones and tablets.
Doctors on Demand has undertaken significant cybersecurity initiatives to strengthen its internal and external security protocols. All internet traffic on the Doctors on Demand website is secured using Lets-Encrypt 256 bit SSL certificates and hosted in Microsoft Azure’s Australian secure cloud.
Doctors on Demand does not store any medical information on this site. Your medical records are recorded and kept by your consulting doctor. Our Board members have run Medical Centres for more than 16 years and apply the same principles of privacy for our patients to Doctors on Demand.