What are the new telehealth options?
Our Telehealth solution ensures you only ever pay for what you use. We are currently offering a secure video and integrated telehealth solution with an optional add on available for private and mixed payment options. For more information click here.
What are the new telehealth features?
Phone Consults: Included Free with your Online Booking System or Practice Efficiency Suite subscription.
Secure Video: Secure HD video hosted within Australia. Easy setup, seamless integration with your practice management software.
Waiting Room: A virtual wait room for your patient. When the practitioner is ready, simply click and the appointment will start.
New Patient form: Online new patient form, allowing patients to register their medical history prior to their first appointment.
Communicate: Email and app notifications for your patients; important practice updates and preventative health reminders to drive continuity of care.
PMS Integration: Integrated telehealth workflows into 20+ practice management systems across GP, Dental, Allied Health, and Medical Specialists.
COVID-19 Triage flows: Added triaging to the online booking flows to comply with COVID-19 screening and MBS item eligibility criteria.
Online MBS Claiming: We will give you the ability to submit claims for MBS items codes within Practice Admin, reducing the admin time for your front desk.
Can you tell me more about the MBS Telehealth for Practices option?
MBS Telehealth for Practices allows patients to book a bulk billed telehealth appointment. We have updated our booking form adding in MBS criteria and collecting the patient's Medicare number, making this available to you in Practice Admin and your PMS.
How does pricing work for Secure Video and Integrated Telehealth?
You will only pay a usage fee of $0.58 + GST per MBS telehealth appointment and usage fees will be capped at $65 per enabled practitioner. So even if you are a 100% telehealth practice with full books, the maximum you will pay is $65 per practitioner.
Why are you charging a usage fee?
The more appointments made through telehealth, the higher our operational costs are as a business due to the video functionality. To facilitate more appointments, we incur an increase in server and software costs as the product is used by more patients.
How does Paid Telehealth for Practices (privately billed telehealth appointments) work?
There may be instances whereby practices prefer to bill privately or set up mixed billing appointments. Paid Telehealth for Practices is an added feature to your telehealth offer, enabling the patient to book, attend, and pay for the appointment completely online. This feature protects your practices from DNAs and guarantees payment at the time of booking.
Prepayment is processed through our secure payment platform, Stripe.
What are the costs for the Paid Telehealth for Practices (private and mixed billing telehealth appointments)?
There is a fixed monthly fee to activate the Paid Telehealth for Practices product and a usage fee based on your usage of the product.
- The fixed monthly subscription fee is $5 per month
- The usage fee is 3.97% of the total cost of the privately billed telehealth appointment charged to the patient on behalf of the practice plus GST.
The fixed monthly subscription fee is re-invested into covering our costs, such as secure payment systems, fraud protection, insurance and support services. The usage fee helps with the costs of maintaining and developing the telehealth product. These include secure video that is hosted in Australia, server costs, practice management software integration and other operational costs. We charge a fee to improve the product and keep it running smoothly.
What does the booking flow look like for a bulk billed telehealth appointment?
What does the booking flow look like for a private billed telehealth appointment?
How can we activate these telehealth solutions?
- Self serve activation can be processed within Practice Admin
- You can find the activation under Bookings -> Telehealth
- Read the product information and terms and conditions
- Click on the “Receive Payments via Stripe button” and you will be redirected to Stripe to set up your Stripe Connected Account.
- Select which of the four appointment types you would like to activate (Video Consult, Phone Call, FaceTime, Skype, WhatsApp). You can select if you want them to be privately billed or bulk billed appointments.
- If you want to privately bill your telehealth appointment types, select a price that will apply to all telehealth appointment types, this will then be uniform across all appointment types
- Consent to the telehealth terms and conditions
How do telehealth bookings appear in Practice Admin?
Patient booking details can be found in Practice Admin by going to bookings > online bookings. You will be able to identify telehealth bookings by the blue mark in the table. Clicking into an individual record will show their answers to the COVID-19 triage questions, their Medicare number if bulk billed and a link to their invoice if privately billed as shown below.
How do telehealth bookings appear in my Practice Management System?
From Appointment Connector version 126.96.36.199 onwards, for certain Practice Management Systems we will change the way that a HealthEngine booked Telehealth appointment reflects in your PMS and add the appointment URL to the appointment notes or comments section. See below for screenshots from supported systems
Best Practice appointment book view:
Best Practice appointment URL in the Notes section:
Best Practice appointment URL in the change status section:
Best Practice appointment URL in the Patient file:
Pracsoft (Medical Director) appointment book view:
Pracsoft (Medical Director) appointment URL view:
Pracsoft (Medical Director) appointment URL in the Patient file:
Zedmed appointment book view:
Zedmed appointment URL view:
Zedmed appointment URL patient file view:
Can you choose which Practitioners take part in the new telehealth appointment types?
Yes, telehealth appointment types can be set up at practice or practitioner level, for individual practitioner settings please see the detailed instructions here.
What is Stripe?
Stripe is a secure payment platform that will allow us to facilitate Pre-payment of telehealth appointments on your behalf. To facilitate payment, you will be required to create a Stripe Connected Account. Payment processing proceeds are payable by HealthEngine to your practice weekly in arrears.
Why is pre-payment the only payment option for private billed telehealth appointments?
This protects your practices from DNAs and guarantees payment at the time of booking. We understand call volumes are at an all-time high so are looking for effective tech solutions for your practice and pre-payment reduces administration time for your team.
What does the credit card page look like for a patient booking a pre-paid telehealth appointment?
What happens if you need to provide a patient with a refund?
Your practice will be responsible for any patient enquiries regarding refund requests and for setting your practice’s telehealth appointment refund policy.
Please note with transaction refunds, the HealthEngine Service Fee charged to your practice is non-refundable unless the reason for the refund request can be attributed to the HealthEngine service.
If your practice has deemed a patient eligible for a refund and you would like to submit a patient refund request, please follow the steps outlined here.
Is the telehealth solution available for all patients?
Yes, telehealth is available for both existing and new patients. With the evolving COVID-19 situation there may be situations where a patient is not registered with a practice, we want to ensure that all patients have access to care during this important time.
I have GP’s and Allied practitioners, will the Allied practitioners have access?
Yes, we are continuing to iterate on our offering and intend to give practitioners from other verticals the option of offering telehealth appointments for their patients. We will update you as soon as this is available.