Telehealth On Demand FAQs – HotDoc Help

Telehealth On Demand is a service that allows you to book a telehealth consultation directly through our website/app with the first available doctor. Please see our FAQs below to find answers to common queries.

What is Telehealth On Demand?

Telehealth On Demand is a convenient way to speak with a doctor online - when you need it, without waiting days for an appointment or needing to see your regular GP.
Using HotDoc, you can:

Book a Telehealth appointment quickly, often within minutes.
Speak to a qualified Australian doctor via phone or video.
Get help with everyday medical needs like prescriptions, referrals, and general advice.

It’s designed to be simple, fast, and safe, especially when your regular clinic is unavailable or closed.

How do I book a Telehealth On Demand appointment through HotDoc?

You can book a Telehealth On Demand appointment through our website or app by clicking on the Telehealth On Demand option when searching for an appointment.

This may also appear in your Care Team if you have booked this service previously, or when you click the 'Book Now' button to search for a telehealth appointment.

Choosing the Telehealth On Demand option will book you a telehealth consultation with the first available doctor, and not your doctor from your regular practice or within your Care Team.

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 cannot 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.

How do I get an invoice for my Telehealth On Demand appointment?

If you require a tax invoice for insurance purposes, please submit a request to our Support team. This will not include any Medicare item numbers and cannot be used to claim with Medicare.

Can I book a Telehealth On Demand appointment for my pathology results?

No, you'll need to book an appointment with your regular doctor through your practice's booking page or contact them directly. Telehealth On Demand connects you with the first available doctor on the HotDoc platform. Since this doctor is not from your regular practice, they won’t have access to your pathology results.

What requests are not suitable for Telehealth On Demand appointments?

While it’s great for common and low-complexity needs, Telehealth On Demand is not suitable for:

Complex mental health support, or mental healthcare plans.
Physical examination or other services that may require an in-person consultation.
Request for medications that are restricted, high-risk, or require close monitoring, including:
- Schedule 8 medications: These are controlled drugs with a high risk of dependence (e.g. strong painkillers like oxycodone, morphine; stimulant medications like dexamphetamine or Ritalin used for ADHD).
- Schedule 4D medications: A special class of prescription-only drugs that are subject to tighter prescribing rules (e.g. certain benzodiazepines or steroids).
- Medications that typically require an existing relationship with a doctor, ongoing supervision, or state health authority approval (e.g. weight-loss treatments such as Mounjaro or Ozempic).

In most cases, doctors offering Telehealth On Demand cannot prescribe these medications, especially if you are not an existing patient of theirs. If you think you may need one of these medications, we recommend booking with your regular GP, who knows your history and can assess you safely.

If you book a Telehealth On Demand appointment for any of the above, you will not be eligible for a refund as per our refund eligibility criteria. Please book an in-person appointment with a doctor instead.

How do I request a refund for my Telehealth On Demand appointment?

Refunds may be granted if you meet the conditions in our refund eligibility criteria. If you meet this criteria, you can submit a request for our team to review. We aim to review all refund requests within five business days and will notify you of the outcome via email. Please see: How do I request a refund for my Telehealth On Demand appointment?

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?

The cost of a Telehealth of Demand appointment varies based on the appointment type and the time it is booked, with additional fees applying for after-hours consultations. Please note that these appointments are not rebatable.

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

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