MEDICAL POLICY Last Updated: February 2025

Welcome to the Medication Policy of Concierge Doctors Pty Ltd ("Concierge Doctors," "we," "us," "our"). This policy outlines our procedures and requirements related to medication prescriptions, repeats, dispensing, and compliance with our medical treatment plans.

 

1. MEDICATION PRESCRIPTIONS & DISPENSING

1.1 Prescription Issuance and Medications

  • All prescriptions are issued at the discretion of the treating doctor based on the patient’s medical needs.
  • Some medications may require an in-person consultation prior to issuance.
  • Medication quality, safety, and formulation are the responsibility of the compounding pharmacies that dispense them. Concierge Doctors does not manufacture or alter medications.
  • Concierge Doctors has no financial or operational affiliation with any compounding pharmacy and does not receive commissions or incentives from them.
  • Some prescriptions are issued for off-label use of medications, as determined by the prescribing doctor.
  • Some prescribed medications may lack extensive human research; however, they have been approved for prescription by the Therapeutic Goods Administration (TGA).
  • Patients must agree to the use of AI-powered transcription tools (Heidi – HIPAA compliant), which assist in taking notes and generating consultation summaries. This information is securely stored and used strictly for medical documentation purposes. If you have concerns about this process, please contact us before using our services.

1.2 Dispensing Options

Patients have two options for medication dispensing:

  1. Partnering Pharmacies: Concierge Doctors manages the entire process, including medication fulfillment and delivery.
  2. Self-Dispensing: Patients can request their script to be sent to their phone, allowing them to organize dispensing at their preferred pharmacy.
  • If using our partnering pharmacies, we coordinate all prescription logistics, including liaising with pharmacists and ensuring timely delivery.
  • Patients opting for self-dispensing must ensure they comply with state and federal medication laws and regulations.
  • Patients must comply with all instructions from the dispensing pharmacy, including storage conditions, expiry dates, and proper usage guidelines.

1.3 Delivery & Logistics

  • Medication delivery is included in our pricing, and we guarantee all shipments against courier issues that are not the patient’s fault.
  • Patients are responsible for providing accurate delivery details, including address and contact information. Additionally, some medications may take up to three weeks to be delivered. Patients must ensure they provide sufficient time for processing and delivery when ordering their medications.
  • Concierge Doctors may need to pause operations periodically, including but not limited to holiday periods (e.g., Christmas). During these times, no services will be provided except for emergency consults in cases of undesirable side effects.
  • Deadlines for placing orders prior to these closures will be communicated in advance, and patients are responsible for ensuring they comply with these deadlines to avoid interruptions in their treatment.
  • Any issues with delivery must be reported to wellness@conciergedoctors.com.au as soon as possible.

 

2. MEDICATION COURSES & FOLLOW-UP CARE

2.1 All-Inclusive Treatment Plans

  • When medications are prescribed as part of an all-inclusive treatment course, patients receive complimentary medical follow-ups with both doctors and nurses under the condition they purchased the all-inclusive package from Concierge Doctors.
  • The cost of these follow-up consultations is included in the treatment plan.
  • Patients are responsible for following the prescribed dosage as directed by their healthcare provider. Concierge Doctors takes no responsibility for adverse outcomes resulting from patients altering or misusing their prescribed dosages.
  • Patients who choose to source their own medications while participating in a Concierge Doctors wellness course must be aware that:
    • Dosage Consults (mandatory for new medications).
    • Medical follow-ups with doctors and nurses.
    • They will not receive complimentary consultations as part of the wellness course.
    • They will be charged for all consults, including but not limited to:
    • Concierge Doctors considers certains consults compulsory as part of the patient's course(s). Patients sourcing their own medications do so understanding they will be required to schedule consults with Concierge Doctors. This is to ensure all patients are adequately supported in their journeys. 
  • Concierge Doctors takes no responsibility for the quality, safety, or efficacy of medications obtained outside of our partnered compounding pharmacies.
  • Patients must ensure that any medications they source comply with Australian regulations and are legally prescribed.

2.2 Mandatory Dosage Consults

  • Patients starting a new medication course must attend a Dosage Consult with a nurse.
  • This consult must be booked via the Patient Portal. Please note, this consult is only complimentary for patients having purchased the Concierge Doctors package, however patients having sourced their own medication will be charged for this compulsory consult.
  • The Dosage Consult ensures patients understand proper usage, potential side effects, and dosage adjustments.
  • Failure to attend this consult may result in delays or restrictions on further medication supply.

2.3 Mandatory Follow-Up Appointments

  • Patients must attend all required follow-up appointments as part of their treatment plan. Required Follow-Up Appointment include as a minimum:
    • Initial Dosage Consult (required for each new medication)
    • End of Course Doctor Consult
    • Any follow-up consult our practitioners deem necessary on a case-by-case basis
  • Patients having sourced their own medications will be required to schedule these appointments at a cost via the Patient Portal or by contacting our team.
  • These appointments help track progress, adjust dosages, and assess treatment efficacy
  • Emergency follow-ups for undesirable side-effects not due to the patient's wrongful use of the medication are complimentary for all patients. 

 

3. REPEAT PRESCRIPTIONS & EXPIRY

3.1 Accessing Repeat Prescriptions

  • Patients receiving prescriptions with repeat refills must meet the following conditions:
    • They must still have available repeats on their prescription.
    • The prescription must still be valid.
    • They must not request repeats too frequently (fixed frequency per medication).
    • They must have had a doctor consultation within the last six months to maintain access to their repeats, even if they still have remaining refills.
    • If they do not meet this requirement, they must schedule a Repeat Consult to regain access.

3.2 Prescription Expiry & Refills

  • Prescriptions are valid for 6 or 12 months from the date of issuance depending on the type of medication
  • Repeats are allocated at our doctor's discretion. Some prescriptions might be issued without repeats attached to them. 
  • Concierge Doctors reserves the right to decline facilitating dispensing through our partnered compounding pharmacies if the conditions in 3.1 are not met, regardless of the prescription's expiry date. 
  • Patients who choose to dispense repeat-carrying scripts with a different pharmacy should be aware that their repeats will be retained by that pharmacy. Concierge Doctors will not have access to these repeats and is not responsible for recovering them on behalf of the patient.

 

4. LIABILITY & PATIENT RESPONSIBILITY

  • While Concierge Doctors is happy to consult with patients who have sourced their own medication, we do not take any responsibility for the quality, safety, or efficacy of externally sourced medications, particularly if obtained outside legal Australian regulations.
  • Patients are responsible for following the prescribed dosage as directed by their healthcare provider. Concierge Doctors takes no responsibility for adverse outcomes resulting from patients altering or misusing their prescribed dosages.
  • Patients must comply with all expiry dates and safe usage instructions provided by the dispensing pharmacy. Medication beyond its expiry date should not be used.
  • Patients must not share their prescribed medications with anyone else. Medications are prescribed based on individual medical needs, and improper use by others can lead to serious health risks or legal implications.
  • Patients must make sure to communicate any change in their health and wellness status as soon as possible. Patients must discontinue their course until Concierge Doctors confirms it is safe to continue with the course in the case a patient’s health and wellness status changes.

 

5. CONTACT INFORMATION

For any questions, concerns, or support related to medication prescriptions, deliveries, or follow-up appointments, you can reach us through the following channels:

Email: concierge@conciergedoctors.com.au
Phone: 02 9053 9444
Office Address: Level 1, 183 Oxford Street, Bondi Junction NSW 2022
Postal Address: Level 1, 183 Oxford Street, Bondi Junction NSW 2022