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Our Frequently Asked Questions (FAQ) section answers most of the commonly asked questions.

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A representative will respond to your query as soon possible during business hours.

About us

What exactly is Concierge Doctors?

For a better experience while using our Service, we may require you to provide us with certain personally identifiable information, including but not limited to your name, phone number, and postal address. The information that we collect will be used to contact or identify you.

About Telehealth

Is Telehealth as effective as face-to-face consultations?

Research has shown that Telehealth can be just as good as in person consultations.Telehealth reduces the time and cost associated with travelling that you would normally need for a face-to-face consult.

Being accessible in the privacy and comfort of your own home or when you’re on the go, means that it’s also easier to manage your ongoing care with more frequent checkins.

Telehealth isn’t for every situation – for any emergencies it is still recommended to call 000 or visit your nearest emergency room.

How are Privacy and Confidentiality Maintained?

All video calls are secured with end-to-end encryption and meet the same strict privacy and security standards as other Cliniko features. Your records are also safe, your patient data is stored to meet the data protection regulations of Australian Privacy Principles

Do I need a Medicare Card?

An IHI is required to utilise our prescription services either for collection at your local pharmacy or when having your prescription delivered to your door. You will automatically have an IHI if you have a Medicare card which we can locate for you from your Medicare card details.

What if I don’t have a Medicare Card?
You can still obtain an IHI so that you may use our prescription services.Please click here to find out more on obtaining an IHI

What IT requirements do I need?

Our video consultations links are sent out via text and email to you. Any browser and smart device can run our video link with no additional service required for download.You may request a phone call for your consultation instead. However, services may be limited if our practitioners are unable to see you via video chat.

Can I use Concierge Doctors if I am overseas?

No. Only patients currently located in Australia are able to access our services.

Can I use Concierge Doctors if I'm an International Tourist?

Yes. You can still use our services as long as you are in Australia at the time of your consultation. You will need to obtain an IHI so that you may use our prescription services.Please click here to find out more on obtaining an IHI

Electronic Prescriptions

How do Electronic Prescriptions work?

There have been some new updates to how your prescriptions are processed to ensure transmission of your prescriptions are now faster and more secure.
Your electronic prescription is attached to your IHI (Individual Healthcare Identifier). You will already have an IHI if you have a Medicare Card. By providing your Medicare Card details to Concierge Doctors, we will be able to locate your IHI instantly.

To simplify things:

  1. An electronic prescription is generated by one of our doctors using your IHI and instantly uploaded to the eRx Script Exhange.
  2. Pickup or Delivered Prescriptions-For a Pickup Prescription, you will be provided a token either via email or SMS to take into the pharmacy of your choice.-For Delivered Prescriptions, we will send your token to our preferred pharmacy to organise delivery.
  3. The pharmacy will enter this encrypted token into their dispensing software to obtain your prescription for dispensing.

Are Electronic Prescriptions more secure?

Only Concierge Doctors and the pharmacist can see your information. Nobody else, including the government, or any other third party can see your information. All patient and script information is locked with three levels of encryption before it leaves the doctor’s computer and can only be opened when it arrives at the pharmacy using an authorised Prescription Dispensing System.