General Telehealth Consultations FAQs

• When can I expect a call from the Partner Practitioner?

We understand that it is important for you to know when you can expect a call from the Partner Practitioner. However, please note that we do not offer an estimated time for the call as your Partner Practitioner's schedule may change without notice.

Know that the majority of our consultation requests are usually attended to within the hour, but busy times of year may significantly impact these times.

Your Partner Health Practitioner may call from a number such as 0488845431, +61488845431, or their own phone.

• What should I do if I don't receive a call from the Partner Practitioner on the same day? Will I get a refund?

If you do not receive a call from your Partner Practitioner within 6 hours from your request, you will receive an SMS notification that provides you with the option to cancel your consultation and receive a full refund instead. If you respond to the SMS before your Partner Practitioner calls you, a full refund will be issued into your account.

• When will I receive the outcome (i.e. prescription, specialist referral letter, medical certificate, etc.) that I discussed with my Partner Practitioner?

If you have discussed an outcome with your Partner Practitioner and they have agreed to provide you with the outcome, please contact us at [email protected] and we will be happy to investigate the delay of your outcome with your Partner Practitioner.

However, if you have not discussed receiving these outcomes with your Partner Practitioner, you will need to request another consultation with your Partner Practitioner to discuss your needs.

• When will I receive the results of my pathology test?

Once you’ve received your pathology request form, bring it to any pathology lab in your area to complete the testing. Once we receive your results from your pathology lab, we will notify you that they are ready and you can request for a consultation with a Partner Practitioner on the updoc platform. They will then discuss the results with you and advise you on the next steps.

However, if it has been more than 10 business days since you have completed your testing at your pathology lab of choice, please contact us at [email protected] and we will investigate this delay for you.

• Can I request a specific Partner Practitioner for my call?

No, we do not offer the option to request a specific Partner Practitioner for your call. However, please note that all of our Partner Practitioners are highly qualified health professionals and can provide exceptional service. We assure you that any of our Partner Practitioners will be able to assist you to the best of their ability.

• Can I request a specific time slot for my call with the Partner Practitioner?

No, we do not offer the option to request a specific time slot for your call with the Partner Practitioner. The Partner Practitioner's schedule may change without notice and they will contact you as soon as possible, based on their availability.

We understand the importance of your time and the Partner Practitioners are working tirelessly to get to your consultation as soon as possible. Know that the majority of our consultation requests are usually attended to within the hour, but busy times of year may significantly impact these times.