Patient FAQ

What is Telehealth?

Telehealth uses video conferencing to deliver health care services where doctor and patient are physically separated. Back to the top of the page

Is Telehealth as good as a face to face consult?

For over 2000 years face to face was the only way to conduct a medical consult. Face to face is, and will remain the gold standard, however the idea of virtual care and seeing a doctor by video conference can be effective in certain circumstances.

You will probably know from your own personal experience that not every medical consultation includes a physical examination. These are the sort of things Telhealth is ideal for.Back to the top of the page

How do I get medications?

You can choose for prescriptions to be immediately faxed to your nearest chemist or home delivered. GP2U does not provide access to S8 medications such as narcotics outside the context of palliative care or written advice from a pain specialist.Back to the top of the page

Does Medicare provide a rebate for GP Telehealth?

No, not at this time although both the AMA and the RACGP have suggested that they should. Medicare only provides a rebate for Telehealth to a limited number of patients who live in certain locations, and then only if they are seeing a specialist. Some private health policies provide bonus points that can be applied to non Medicare funded health expenses. Back to the top of the page

Can I use the service when I am overseas?

Yes you can. Back to the top of the page

What security does GP2U use?

GP2U operates over SSL (Secure Sockets Layer) just like Internet Banking. Confidential data is stored behind a Defence Signals Directorate (DSD) certified gateway. DSD gateways are used by the Australian Security and Intelligence Organisation (ASIO), the Department of Defence (DOD) and the Australian Federal Police (AFP). Back to the top of the page

Is there a waiting period?

The GP2U platform allows you to access appointments the moment they become available. Availability depends on supply and demand. Back to the top of the page

How do I know I'm really speaking with a registered Australian doctor?

All our doctors have current Australian registration and are fully insured. When making a booking you can click on the doctor's name to see their picture and a short bio. Back to the top of the page

Can you select a male or female doctor?

Yes, you can filter doctors based on gender, name, geographical location, languages spoken and special interests to help you find the perfect fit for your needs. Back to the top of the page

How much will it cost and how do I pay?

Registration with GP2U is free. Consultation prices are set by individual GPs and are based on the length of appointment. Our average consultation length is 15 minutes and typically costs $50 - $69.

For reference, the Medicare rebate for standard GP consult is $36. The AMAs recommended rates are $71 for a standard consult and $130 if the consult exceeds 20 minutes.

We use industry leader PayPal as our payment gateway and do not store any credit card details on our site. Back to the top of the page

What do I do if I'm running late?

Please do not run late. Just as the airlines will leave you behind so they can get the rest of the passengers to the destination on time, so too your online doctor can't wait for you and be on time for their next patient.

We advise that you be present in our virtual waiting room 15 minutes prior to your scheduled appointment. Back to the top of the page

What if I no longer need the appointment?

If you cancel your appointment with no less than 24 hours' notice you will be eligible for a full refund. Please send an email to refunds@gp2u.com.au. Cancellations with less than 24 hours' notice will not result in a refund. Back to the top of the page

What happens if the video conference suffers from a technological failure?

If the consultation is unable to take place due to technological failure, your doctor has the ability to indicate that to us so we can consider a refund as per our Terms of Service. Back to the top of the page

Can I get prescription medication through GP2U?

Yes, your doctor can prescribe you medication. This appears in your secure account via the "Prescriptions" link. Here you have the option of having the script mailed to your registered address, faxed to your choice of participating pharmacy (where you can collect it at your convenience) or home delivered, courtesy of Terry White Chemists. Back to the top of the page

Can I get narcotic (S8) medication through GP2U?

No, your doctor will not prescribe narcotic medications based on a video conference consultation. Back to the top of the page

Can I get a medical certificate through GP2U?

Yes, if your doctor thinks a medical certificate is warranted. Back to the top of the page

Can I get workers compensation medical certificate through GP2U?

Yes, you can. Telehealth is widely accepted as an efficient way to deliver workers compensation services because it allows us to rapidly deliver the care you need, when you need it, rather than days or weeks later. Back to the top of the page

What details do I need to register?

All you need to register is your Medicare Card, a phone number and an email address. The registration process is very easy and takes less than 3 minutes. Back to the top of the page

Will there always be doctors available?

Yes, during operating hours there will always be doctors seeing patients. However just as with face to face practice, the availability of appointments will depend on the balance between supply and demand. Back to the top of the page

Is this a 24hr 7 days a week service?

GP2U is not open 24 hours but we have available appointments 7 days a week, 12 hours a day 0700-1900 EST service. Doctors have the ability to offer appointments outside these hours. Back to the top of the page

If my doctor requests a blood test from pathology how do I get my results?

A pathology referral will be made available and results from your tests will be sent back to your GP2U doctor. Results are available by making a follow up consultation. Back to the top of the page

How do we manage multiple people online at the same time, does the system queue them?

Like most websites we can handle many simultaneous logins. Back to the top of the page

Is there a minimum IT requirement that my home computer must have for me to see the GP from home?

The primary requirement is broadband Internet. Virtually any computer made in the last 2 years is adequate for video conferencing. The bottom line is if you can conduct a video Skype call to a friend, and find the quality acceptable, then you can use our service. Back to the top of the page

If the internet drops out am I charged for a second session? Or is there a process of reconnecting?

Skype automatically tries to reconnect, if this is not possible you may be eligible for a refund. Please see our Terms of Service for details. Back to the top of the page

Will I be able to use this service from my iPhone or iPad?

Yes, our service can be used from iPhones and iPads using our free app available on Android and iOS. Back to the top of the page

How can I get access to my medical records?

Yes, in line with the guidelines from the Office of the Australian Information Commissioner. Your notes will be collated and sent to your secure account as a PDF where you are free to do whatever you wish with them. Back to the top of the page

Can I see my local doctor?

Yes, provided your doctor is registered with us. Back to the top of the page

Can I select a GP that speaks my language?

Perhaps. Similar to selecting doctors by gender, doctors have the ability to advertise languages they speak and for patients to search for these when booking. Back to the top of the page

Can my doctor write a referral for me to see a specialist?

Yes, your doctor can provide you with a referral letter. This will be found in your secure account, with a paper copy sent to your home address by mail. Back to the top of the page

Will Telehealth encourage doctors to close down their surgeries?

Currently a doctor who, for any reason, needs to be at home is completely lost to the medical workforce. Telehealth offers the opportunity for these doctors to contribute their expertise back to the community, so we believe it will expand the available labour pool to the benefit of all Australians. Back to the top of the page

How can we ensure the reliability, privacy and security of transmitting highly sensitive information via Skype?

GP2U uses state of the art encryption for video conferencing. Back to the top of the page

If I have a slow or sporadic Internet connection make an online consult?

No. Video conferencing requires a fast Internet connection. The bottom line is if you can conduct a Skype video conference call to a friend, and find the quality acceptable, it should work for an online consultation. Back to the top of the page

If the connection drops out during the consultation, and a re-connection is unsuccessful, am I eligible for a refund?

Yes, in the event of technological failure you will generally be eligible for a refund. Back to the top of the page

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