- Am I eligible for a Medicare rebate with a Telehealth On Demand appointment?
- I want to request a refund for my Telehealth On Demand appointment.
- How long will it take for a doctor to contact me?
- The doctor didn't call me or join the video link, what should I do?
- What happens if I miss my appointment?
- I had a Telehealth On Demand appointment and I am still waiting for my prescription.
- How much does a Telehealth On Demand appointment cost?
- Why is there a pending payment on my card before my Telehealth On Demand appointment?
- I have been asked to take a survey, how do I submit this?
Am I eligible for a Medicare rebate with a Telehealth On Demand appointment?
Medicare rebates are not available for Telehealth On Demand appointments. As a result, we're unable to provide a tax invoice with Medicare item numbers and you cannot claim your appointment with Medicare. The full cost of the appointment will be payable by the patient. If you do require a tax invoice however, please submit a request to our Support team.
How do I request a refund for my Telehealth On Demand appointment?
Please submit a request to our Support team directly and we can investigate this further for you.
How long will it take for a doctor to contact me?
The doctor will aim to to contact you at the time of your appointment, however if they're running late you should receive a call from the practice to inform you of this.
The doctor didn't call me or join the video link, what should I do?
If it has been more than 10 minutes since your appointment start time and the doctor or practice has still not contacted you, we recommend contacting the practice directly to explain the situation and cancel your appointment. In this case, your card will not be charged. You can find their contact details in your appointment confirmation email or in your HotDoc account under the Appointments current or history tab.
If you were unable to reach the practice, please submit a request to our Support team, and we can investigate this further for you.
What happens if I miss my appointment?
If the doctor has attempted to call you twice for a phone consult and you did not answer, or if you fail to join the video link for a video consultation, this will be considered missed and will not be refundable.
I had a Telehealth On Demand appointment and I am still waiting for my prescription.
If your appointment has finished and you haven’t received your prescription, please contact the practice directly for an update on its progress. You can find their details in your appointment confirmation email or in your HotDoc account under the Appointments current or history tab.
How much does a Telehealth On Demand appointment cost?
A Telehealth On Demand appointment cost can vary depending on the appointment. Please note that these appointments are not rebatable.
- $60 in hours: 8am to 6pm, Monday to Friday (Melb/Syd time)
- $80 after hours: 6pm to 8am, Monday to Friday, all day on weekends and public holidays (Melb/Syd time)
Why is there a pending payment on my card before my Telehealth On Demand appointment?
Upon requesting a Telehealth On Demand appointment, a temporary hold is placed on your card for the full appointment cost. This may appear as a "pending" charge on your account. After your appointment, you will receive a payment confirmation email approximately 1 hour later confirming that your payment has been successfully processed.
I have been asked to take a survey, how do I submit this?
After your consultation you may be asked to take a survey of your recent experience. This helps us to make improvements to these services. For more information, please see: Leaving a review of your Telehealth On Demand experience on HotDoc