Online Healthcare or Telehealth FAQs Follow

General Patient FAQs

What is Online Healthcare?

    • Online healthcare, also known as Telehealth, involves the use of telecommunications and virtual technology to deliver health care outside of traditional health care facilities. You can now find and book online healthcare appointments with HealthEngine.

What can I use Online Healthcare for?

    • You can use online healthcare to book an appointment with a GP for advice on general medical issues, including: cold and flu, sexual health, diarrhoea, vomiting, and to request medical certificates, prescriptions (including repeats), specialist referrals, as well as pathology requests and radiology requests.

Can I request a medical certificate?

    • Yes, you can use online healthcare to request a medical certificate.

Can I request prescriptions or repeat prescriptions?

    • Yes, you can use online healthcare to request prescriptions or repeat prescriptions.

Can I request a consult if I am having an emergency?

    • No, the services offered by online healthcare are not suitable for medical emergencies. 
    • If you are experiencing an emergency, please dial 000 or go to the nearest hospital emergency department.

Can I request a consult if I am a hospital-admitted patient?

    • No, you cannot use online healthcare if you are a hospital-admitted patient.

Are the online healthcare consultations (also known as Telehealth consultations) covered by Medicare?

    • Eligibility for bulk billing or rebates for Telehealth consults is now generally limited to when you have an established clinical relationship with a GP or where you have had a face-to-face appointment with the GP within the past 12 months.
      This means that many Telehealth providers who are a private billing practice, cannot access MBS items. Therefore, patients will not be eligible for a Medicare rebate for their GP services, and the patient may be out of pocket for the full amount.

What is the refund policy for the online healthcare service?

    • Whether you are entitled to a refund for any online healthcare service, will be determined by the policy of the online healthcare provider you booked an appointment with. Please reach out to them to request a refund. Telehealth Refunds - For Patients


I am using Doctors on Demand and I have more questions about their service.

I am using 24-7MedCare GP Telehealth and I have more questions about their service.

I am using Packapill GP Consults and I have more questions about their service.

    • More information on Packapill GP consults can be found on their HealthEngine profile page. If you have any questions not addressed or have a customer service related question, you can get into contact with Packapill by emailing 

I am using InstantScripts and I have more questions about their service.

    • To contact InstantScripts, navigate to their website, scroll down to the bottom of the page and click the "Contact Us" link in the page footer.
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