PATIENTS
TELEHEALTH CONSULTATION
WITH A GP
PATIENTS
TELEHEALTH CONSULTATION WITH A PSYCHOLOGIST
FACILITIES
ARRANGE A GP VISIT TO YOUR AGED CARE FACILITY

FREQUENTLY ASKED QUESTIONS

RESIDENTIAL AGED CARE FAQS

WHAT IS 24-7MEDCARE AGED CARE?

24-7MedCare Aged Care is a company supporting GPs to provide quality patient care to patients in Aged Care Facilities.

24-7MedCare started in 2014 and is part of the 24-7Healthcare group. 24-7MedCare is dedicated to engaging more doctors in aged care by supporting them to provide the highest quality care to residents. At the same time making the work enjoyable and more efficient for the doctor, aged care facility and the residents being cared for.

WHAT DOES 24-7MEDCARE AGED CARE DO?

24-7MedCare provides a support framework that removes barriers for doctors working in Aged Care Facilities. We provide clinical, administrative and educational support to GPs enabling them to provide the highest levels of quality patient care to elderly Australians.

HOW IS CARE DELIVERED TO RESIDENTS?

24-7MedCare uses the Patient Care Pathway, which is tailored to a residents needs and provides a 12-month cycle of care catering for all of the residents pro-active care. In addition, facilities can contact 24-7MedCare when a resident needs to see a GP for more acute care requirements.

HOW OFTEN DOES THE DOCTOR VISIT A FACILITY?

24-7MedCare doctors have prearranged rostered days that they visit an aged care facility making it easy for the facility to plan the ongoing care of residents. The frequency of scheduled visits to a facility depends on the number of residents that the 24-7MedCare GP is listed as the regular doctor.

HOW ARE PATIENTS BOOKED?

Patients can be booked in 3 ways:

  1. The 24-7MedCare team will pre-book appointments for proactive care and management of chronic disease
  2. The 24-7MedCare team will contact the facility to see who needs to be booked in for a general consult or immediate care
  3. The facility can reach out directly to 24-7MedCare to book an appointment for a resident. Our reception team is available 24 hours a day 7 days a week

DOES 24-7MEDCARE HAVE NURSES?

Yes, 24-7MedCare has a team of Registered Nurses providing support to the GPs for the proactive, Chronic Disease Management of residents.

WHAT HAPPENS AFTER HOURS?

Yes, 24-7MedCare has a team of Registered Nurses providing support to the GPs for the proactive, Chronic Disease Management of residents.If a resident needs support afterhours the facility can contact the 24-7MedCare reception team. We will contact the regular GP to see if they’re available. Otherwise, our sister company 13SICK will provide a locum GP to their areas of cover.

GP TELEHEALTH FAQS

WHAT IS A TELEHEALTH CONSULTATION?

A telehealth consultation is a consultation that uses either telephone or video between a patient at one location and a medical practitioner located at another location.

ADVANTAGES OF TELEHEALTH CONSULTATION?

Every patient’s situation is different but in general, the benefits of this service include:

  • Improved access to a medical practitioner
  • Reduced waiting time for a medical practitioner
  • Reduced travel time and costs
  • Reduced absence from work

WHO CAN USE A TELEHEALTH SERVICE?

In Australia, anyone 17 years and over can use telehealth consultation service. If you are under the age of 17 years, you can only use our service with the consent of and in the presence of, a parent or a guardian.

WHAT CAN I USE A TELEHEALTH SERVICE FOR?

Telehealth service our doctors can provide are for:

  • Requests for medical certificates or issuing repeat prescriptions for medicines
  • Support for residents in aged care facilities
  • Mental health consultations, counselling and similar services
  • Routine chronic disease check-ups, especially if the patient is stable
  • Any consultation where the trade-off between attending in person and staying at home favours the latter
  • General medical advice
  • Common coughs and colds

Just like any consultation with a doctor, including a visit to your local medical centre, we cannot guarantee what medical documents the doctor will issue you. You will have to have a consultation where the doctor will ask about your health history, symptoms and any other details required, so they can make an informed decision as to whether or not the consult will result in a medical document being supplied.

CAN I USE A TELEHEALTH SERVICE IN CASE OF AN EMERGENCY?

No. In case of an emergency, dial 000 for help.

DO I HAVE TO PARTICIPATE?

No. You are able to attend a face-to-face consultation with your GP if you prefer. A telephone or video consultation will only happen if it is considered safe and suitable and you are happy to participate.

WHO WILL ARRANGE IT?

We have a telehealth consultation coordinator who arranges a telephone or video consultation between you and our medical practitioner.

WHAT IF I NEED TO CANCEL MY APPOINTMENT?

Telehealth consultations require a lot of coordination at our end, so please try to keep your appointment.

If you need to cancel, please let us know immediately by calling 139247, because rescheduling telehealth consultations can be more complicated than rescheduling a face-to-face appointment.

Please note that if cancelling your GP appointment within 60 minutes of the scheduled time, you may still be charged the full fee.

For Psychology Telehealth, cancellations within 24 hours of the scheduled appointment will result in forfeiting the full fee.

HOW SHOULD I PREPARE FOR A VIDEO CONSULTATION?

You can help get the best from a telehealth video consultation by following these simple steps:

  • Ensure 15 minutes prior to the consult start time your video enabled device is prepared and ready for use
  • Avoid wearing brightly patterned or reflective clothing as this may not show up well on camera
  • Switch your mobile off or to silent mode
  • Speak clearly so your voice can be picked up by the microphone
  • Look at the camera so you can achieve good eye contact with the doctor
  • If you have a question or need help during the telehealth video consultation, just ask.

What happens at the beginning of a Telephone or Video Telehealth Consultation appointment?

At the start, the doctor will introduce themselves and you will be asked some identifying questions such as your name, address, and date of birth to make sure the right patient and right health records are present. The doctor will speak with you and ask you questions in the same way as they would at a face-to-face consultation.

WHO WILL BE PRESENT?

You and the doctor.

As with a face-to-face appointment, your spouse, partner, family or friend may accompany you if you wish. If you are under the age of 17 years, a parent or a guardian will have to present at all times.

How private is a Telephone or Video Consultation?

The same privacy and confidentiality requirements that apply to face-to-face consultations apply to telephone and video consultations.

What if I need to be examined?

The doctor will be unable to examine you during a telehealth consultation. Sometimes, safe care can only be provided if an examination is conducted. Under these circumstances the doctor will inform you of this and discuss the next steps for you to receive safe care.

What if I have special needs?

If you have special needs such as an interpreter or a wheelchair, please let our telehealth consultation coordinator know and they will make a note of this when your consultation with the doctor is confirmed.

Will the Telephone or Video Consultation be recorded?

No. We do not record telehealth consultations and we do not give patients permission to make their own recordings of a telehealth consultation. If the doctor thinks it would be helpful for your treatment to record particular images during your telehealth video consultation, they would first seek your consent to do so.

What if I feel I can't continue?

Most patients feel a little nervous at the beginning of their first telephone or video consultation because it’s a new way of seeing a doctor. However, most patients soon feel very comfortable with this kind of consultation. It’s very unlikely you’ll feel unable to continue with a telephone or video consultation. If this does happen, you can leave, although consultation fees may still apply.

how much will it cost?

24-7MedCare GP telehealth is a private billing services. Consultations start at $45 for up to a 15 minute appointment. The cost of appointments is as follows:

  • Up to 15mins - $45
  • 15 to 30mins - $90
  • 30 to 50mins - $120

am I eligible for a Medicare rebate?

24-7MedCare GP telehealth is a private billing service. Under the MBS guidelines for telehealth services in General Practice, 24-7MedCare practitioners cannot access MBS items. This means that patients are not eligible for a Medicare rebate for GP services, the patient will be out of pocket the full amount.

how can i provide feedback?

We are keen to get your feedback so we can continue to improve our telehealth consultation services.

Please email our team at: reception@24-7medcare.com.au

You can ask to remain anonymous and for your feedback to remain confidential.

PSYCHOLOGY TELEHEALTH FAQS

HOW CAN 24-7MEDCARE PSYCHOLOGY HELP?

24-7MedCare Psychology is a quick and convenient way to connect with a professional online and in the comfort of your own home. Our practitioners deal with areas such as Anxiety, Depression, Stress, Prenatal and Postnatal Depression, Relationships, Drugs and Alcohol, Bullying, Self-image and Eating Disorders, Learning Disabilities, Quitting smoking, Parenting, Self-esteem, and Post Traumatic Stress Disorder (PTSD).

WHAT IS A TELEHEALTH CONSULTATION?

A telehealth consultation is a consultation that uses either telephone or video between a patient at one location and a psychologist located at another location.

ADVANTAGES OF TELEHEALTH CONSULTATIONS

Every patient’s situation is different but in general, the benefits of this service include:

  • Improved access to a psychologist
  • Reduced waiting time for a psychologist
  • Reduced travel time and costs
  • Reduced absence from work

WHO CAN USE A TELEHEALTH SERVICE?

In Australia, anyone 17 years and over can use a telehealth consultation service. If you are under the age of 17 years, you can only use our service with the consent of and in the presence of, a parent or guardian.

HOW MUCH WILL IT COST?

An appointment fee of $180 will be charged per appointment. Appointments are up to1 hour in length.

Patients with a valid GP Mental Health Treatment plan may be eligible for a Medicare rebate of $87.45 per consult.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments by VISA and MasterCard and keep your information is safe, secure and private.

AM I ELIGIBLE FOR A MEDICARE REBATE?

If you hold a valid Medicare card and have a valid GP Mental Health Treatment plan, you are eligible for Medicare rebate of $87.45.

CANCELLATION FEES

Cancellations within 24 hours of your appointment will result in you forfeiting the full amount of the consultation. If you need to reschedule an appointment, please conact our reception staff as soon as possible on 139 247 or reception@24-7MedCare.com.au

WHEN I BOOK AN APPOINTMENT, AM I SIGNING UP TO A CONTRACT OR SUBSCRIPTION?

No, not at all, you choose your level of engagement and the number of sessions you want. This service is a per session engagement; you are in control.

WHAT IF I AM UNHAPPY WITH THE PSYCHOLOGIST?

We aim to ensure the highest quality of therapeutic services. However, we are not perfect ! If you are unhappy with the quality of your service, please contact reception@24-7medcare.com.au and one of our team will be in contact to help you out.

HOW CAN I PROVIDE FEEDBACK?

We are keen to get your feedback so we can continue to improve our telehealth consultation services. You can ask to remain anonymous and for your feedback to remain confidential. Please email our team at: reception@24-7medcare.com.au

HOW SHOULD I PREPARE FOR A VIDEO CONSULTATION?

You can help get the best from a telehealth video consultation by following these simple steps:

  • Ensure 15 minutes prior to the consult start time your video enabled device is prepared and ready for use
  • Avoid wearing brightly patterned or reflective clothing as this may not show up well on camera
  • Switch your mobile off or to silent mode
  • Speak clearly so your voice can be picked up by the microphone
  • Look at the camera so you can achieve good eye contact with the doctor
  • If you have a question or need help during the telehealth video consultation, just ask.

WHAT HAPPENS AT THE BEGINNING OF A TELEPHONE OR VIDEO TELEHEALTH CONSULTATION APPOINTMENT?

At the start, the doctor will introduce themselves and you will be asked some identifying questions such as your name, address, and date of birth to make sure the right patient and right health records are present. The doctor will speak with you and ask you questions in the same way as they would at a face-to-face consultation.

WHO WILL BE PRESENT?

You and the psychologist. As with a face-to-face appointment, your spouse, partner, family or friend may accompany you if you wish. If you are under the age of 17 years, a parent or a guardian will have to present at all times.

HOW PRIVATE IS A TELEPHONE OR VIDEO CONSULTATION?

The same privacy and confidentiality requirements that apply to face-to-face consultations apply to telephone and video consultations.

WILL THE TELEPHONE OR VIDEO CONSULTATION BE RECORDED?

No. We do not record telehealth consultations and we do not give patients permission to make their own recordings of a telehealth consultation. If the doctor thinks it would be helpful for your treatment to record particular images during your telehealth video consultation, they would first seek your consent to do so.

BOOK AN APPOINTMENT WITH A GP

BOOK AN APPOINTMENT WITH A PSYCHOLOGIST

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