Your clinic and doctor look after your day-to-day care, including appointments, prescriptions, referrals, test results and billing. HotDoc is the platform that connects you to your clinic, but we don't have visibility over your medical care or records, so questions about these should go directly to your clinic. This article explains how to find your clinic's contact details and what to reach out to them about.
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Find your clinic's phone number
Your clinic's number can be found in multiple places.
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In the HotDoc app or website: find the clinic in your Care Team or search for the clinic by name, then view its profile for the phone number.
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In your appointment history: In the HotDoc app or website, go to your Appointments section and view the details of a recent appointment
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On a booking confirmation: your appointment confirmation email will show the clinic's details
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Online: search the clinic's name to find their website or Google listing.
What to contact your clinic about
Your clinic manages your medical care, so the following should always go to them directly rather than HotDoc:
- Appointments – rescheduling, cancelling, or asking about availability with a specific practitioner.
- Prescriptions – repeat scripts, changes to medication, or questions about a prescription you've received.
- Referrals – requesting a new referral or asking about the status of one already sent.
- Test results – discussing results or following up on results you haven't received.
- Billing – invoices, Medicare rebates, or payment queries for a specific appointment.
- Any other care-related question – your clinic knows your medical history; HotDoc doesn't.
What HotDoc Support can help with instead
HotDoc Support looks after issues with the HotDoc app and website itself — for example, trouble logging in, a booking that won't go through, payment errors on the HotDoc platform, or account and privacy questions. If your question is about your care rather than the app, please contact your clinic using the steps above.
FAQs
Can HotDoc pass a message on to my clinic for me?
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No – HotDoc doesn't have access to your medical records or care details, so we're not able to relay clinical messages. Contacting the clinic directly is the fastest way to get an answer.
What if my clinic doesn't answer the phone?
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Try calling during their opening hours, listed on their HotDoc profile, or check if they offer online booking or a routine request form for non-urgent queries.
If it's urgent and you can't reach them, contact your closest urgent care service or, for emergencies, call 000.
I'm not sure if this is a HotDoc issue or a clinic issue – what should I do?
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If it's about the app not working – for example, you can't log in or a booking won't submit – contact HotDoc Support.
If it's about your care, an appointment, a prescription, or anything your clinic would need to answer, contact your clinic directly.