FAQ: Telehealth (phone and video consults) Follow



What is telehealth?

Telehealth provides you with the ability to book a phone or video consultation with a practice in the comfort of your own home. Depending on what the practice is offering, you’ll be able to speak to your practitioner over a regular phone, via HealthEngine or by using Facetime, WhatsApp, or Skype.


What equipment do I need to do telehealth?

At minimum, access to a telephone. Preferably a web-cam and internet enabled computer or mobile device/tablet. Read more about the Video consult requirements here.


What can be done via telehealth?

Many issues can be resolved by using telehealth, including but not restricted to basic medical advice, requesting repeat prescriptions, medical certificates or specialist referrals you may need. Occasionally, the practitioner will need to see you in person but will direct you accordingly to attend the practice or seek care elsewhere as appropriate.


Can I still get prescriptions for medication over telehealth?

Absolutely. There may be some restrictions based on the type of medication being prescribed and the process by which you receive your prescription and medications may vary depending on the practitioner's preference.


How much does a telehealth appointment cost?

At the time of your telehealth appointment, the practice will determine if you are eligible to be Bulk Billed or not. 

Where a practice chooses to privately bill, the practice will set their own fees. This will be clearly displayed when making a booking.

Any out of pocket expenses for your appointment may be payable directly online via credit card or during your consultation if the practice prefers.


How do I pay for a privately billed telehealth appointment?

Payment using a credit card will be securely collected by HealthEngine at the time of booking, or your practice may choose to take payment during your consultation if they prefer.


What do I do if I need to cancel and get a refund?

The practice will be responsible for enquiries regarding refund requests and will have their own telehealth appointment refund policy. You should make your request directly to the practice. Telehealth Refunds - For Patients

Should the practice approve your refund, you will receive payment within 5 to 10 business days.

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