What is Instant Consult?

Instant Consult provides you with the ability to have a health consultation with an Australian registered, fully qualified and experienced Doctor via video call, anywhere in Australia.

We provide a platform for affordable and effective health consultations supplementing the traditional health care system. The ultimate benefit of Instant Consult is the convenience to patients. No need to book an appointment – simply “Request a Consult” and the first available Doctor will connect with you instantly.

If you are not eligible for a bulk-billed consult, consultation costs are extremely competitive and lower than any private practice for a standard consultation.

All our Doctors are fully qualified and are registered with the Australian Health Practitioner Regulation Agency (AHPRA), as required by the Medical Board of Australia. Instant Consult practices to the standards developed by the Royal Australian College of General Practitioners (RACGP) and the Australian College of Rural & Remote Medicine (ACRRM) for medical services.

All Doctors on Instant Consult are General Practitioners – fellows of the RACGP and ACRRM; the highest qualification obtained as a GP in Australia.

What can I use Instant Consult for?

When clinically appropriate, our Doctors can issue Medical Certificates, Prescriptions (including Repeats), Specialist Referrals, Pathology Requests and Radiology Requests, as well as offer general medical advice, while on consult with you. Suitable medical consultations can be effectively managed online via video call.

The consults are charged according to the duration of the consult – not what medical documents are issued to you. Just like any consultation if you were to visit a local medical clinic, 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 anyone use the Instant Consult Service?

You must be within Australia and be 17 years old or over to use the Instant Consult Service. If you are under the age of 17, you can only access and use the service in the presence of at all times, and with the consent of, a parent or guardian.

If you have an underage child who you are the parent/guardian of, who needs to speak to a doctor, you need to sign up an account for your child and request the consult through your child’s profile. Our doctors cannot offer a consultation for your child if you are signed in as yourself.

Need more information? Talk to a member of our support team by emailing support@instantconsult.com.au or calling 1300 003 310.

Can I obtain a Medical Certificate using the Instant Consult Service?

Yes, a doctor can issue you with a Medical Certificate when clinically appropriate. These Medical Certificates are predominately used for workplace or university personal leave. The certificate will be available in your Instant Consult Inbox immediately following your consultation, which can be saved to your device or forwarded to an email address, which is where you can forward this onto relevant personnel (place of work, school etc.). The Medical Certificate will remain in your Instant Consult Inbox until you choose to delete it.

Doctors do not backdate Medical Certificates and will rarely issue a Medical Certificate covering more than 3 days. The details issued on the Medical Certificate is up to the doctor and what they deem suitable during consultation.

If you require a ‘Fit for Work’ Certificate, Centrelink Certificate, University Form completed, Work Cover or Gym Cancellation Certificate – you will need to present to a GP in-person to undergo a physical examination and will not be able to use the Instant Consult service for these types of medical documents.

Can I obtain a Prescription or Repeat Prescription using the Instant Consult Service?

Yes, our doctors can issue Prescriptions and Repeat Prescriptions through Instant Consult when clinically appropriate. The prescription can be sent directly to your local pharmacy for immediate collection – to use this service you must select one of the approved pharmacies from Instant Consult’s Pharmacy Directory. Alternatively, if you do not choose to have your prescription collected from any of our approved pharmacies, then the prescription can be posted to you.

You can also order your prescription medication online at chemistwarehouse.com.au and have it delivered direct to your door. Just let your Doctor know during consult and they will have the prescription sent direct to Chemist Warehouse Online for fast delivery. If you opt for this, you will receive step-by-step instructions on how to order your medication online in your Instant Consult Inbox immediately following your consultation.

The consults are charged according to the duration of the consult – not what prescriptions are issued to you. Just like any consultation if you were to visit a local medical clinic, we cannot guarantee what medication the doctor will prescribe you. You will have to have a consultation where the doctor will ask about your health history and any current medications you are taking, so they can make an informed prescribing decision.

Please note that some medications cannot be prescribed using Instant Consult, including Panadeine Forte, Mersyndol Forte, Benzodiazepines (Valium), Phentermine (Duromine), Gabapentin, Quetiapine, Pregabalin (Lyrica), Tramadol (Tramal), Zolpidem (Stilnox), Zopiclone (Imovane), controlled substances, narcotics or opioids, any Schedule 8 (S8) controlled drugs and medications requiring close monitoring by a doctor.

Pharmacy Finder www.instantconsult.com.au/pharmacyfinder

If you are a Pharmacy and would like to be added to our Pharmacy Directory, please email support@instantconsult.com.au for a registration pack.

Can I obtain a Compound Prescription using the Instant Consult Service?

Yes, our doctors can issue Compound Prescriptions through Instant Consult when clinically appropriate. The prescription can be sent directly to your local compounding pharmacy for immediate collection – to use this service you must select one of the approved compounding pharmacies from Instant Consult’s Pharmacy Directory. Alternatively, if you do not choose to have your compound prescription collected from any of our approved compounding pharmacies, then the prescription can be posted to you.

The consults are charged according to the duration of the consult – not what prescriptions are issued to you. Just like any consultation if you were to visit a local medical clinic, we cannot guarantee what medication the doctor will prescribe you. You will have to have a consultation where the doctor will ask about your health history and any current medications you are taking, so they can make an informed prescribing decision.

Please note that some medications cannot be prescribed using Instant Consult, including Panadeine Forte, Mersyndol Forte, Benzodiazepines (Valium), Phentermine (Duromine), Gabapentin, Quetiapine, Pregabalin (Lyrica), Tramadol (Tramal), Zolpidem (Stilnox), Zopiclone (Imovane), controlled substances, narcotics or opioids, any Schedule 8 (S8) controlled drugs and medications requiring close monitoring by a doctor.

Pharmacy Finder www.instantconsult.com.au/pharmacyfinder

If you are a Compounding Pharmacy and would like to be added to our Pharmacy Directory, please email support@instantconsult.com.au for a registration pack.

Can I obtain a Specialist Referral, Pathology/Blood Test Request or Imaging/X-Ray Request using the Instant Consult Service?

Yes, a doctor can issue you with a Specialist Referral, Pathology/Blood Test Request or Radiology/X-Ray Request, when clinically appropriate.

Specialist Referrals enables you to receive a Medicare rebate on your specialist appointment*. Pathology and Radiology Requests entitles you to tests which may be bulk-billed by Medicare*.

*you must have a valid Medicare Card

The Referral will be available in your Instant Consult Inbox immediately following your consultation, which can be saved to your device or forwarded to an email address. You can print the Referral and take it to your preferred Specialist, Pathology or Imaging Centre, or you can email direct to their administrator. The Referral/Request will remain in your Instant Consult Inbox until you choose to delete it.

Results for pathology and imaging are sent directly back to our clinic, where we will notify you when to request a consult to discuss the results with the requesting doctor. If you have not been notified that your results have been received within 3 business days from your test date, please contact our support team.

Alternatively, during your initial consult you can request for your results to be sent to your usual family practice where you can discuss your results with your regular GP.

How much will the consultation cost and how do I pay?

Consults are covered by Medicare and are bulk-billed* until 30 September 2020 for patients under 12 months of age, homeless or living in a COVID-19 hot spot.

*with a valid Medicare card

If you do not have a valid Medicare card, or are not eligible for a bulk-billed consult, the following private fees applicable and not rebatable by Medicare:

ConsultationCost
Brief Consult (less than 10 minutes)

$35.00

Standard Consult (more than 10 minutes)

$45.00

Long Consult (more than 20 minutes)$65.00
Prolonged Consult (more than 40 minutes)

$105.00

 

The consultations are automatically timed and billed. Your nominated credit or debit card will be automatically charged upon conclusion of your online consultation. You can edit your payment details 24/7 through the Instant Consult App and Website.

When you request a consult, an amount is automatically pre-authorised from your card. We have not taken the money from your account, it gets held by your bank until the funds are released back to you or captured by us. Funds are only charged and captured on conclusion of a successful consult. Funds are automatically released and refunded back onto your card if your consult request was cancelled or unsuccessful. It may take a few business days for your bank to release the funds back onto your card, but we automatically release and refund the charges when a consult request is not successful. It is up to your bank how long they will take to release the funds back onto your card.

The transaction may appear in your statement as INSTCONSUL* INSTANT CO TOOWONG

Are the consultations covered by Medicare?

The Coronavirus COVID-19 Telehealth MBS Items available through Medicare until 30 September 2020 are claimed on Instant Consult consultations for eligible patients. Consults are covered by Medicare and are bulk-billed* until 30 September 2020 for patients under 12 months of age, homeless or living in a COVID-19 hot spot.

*with a valid Medicare card

If you do not have a valid Medicare card, or are not eligible for a bulk-billed consult, we have kept our pricing as low as possible to ensure we offer an affordable solution for our users. Private fees are not rebatable by Medicare.

Need more information? Talk to a member of our support team by emailing support@instantconsult.com.au or calling 1300 003 310.

Should I use Instant Consult in cases of emergency?

No, if you need emergency medical attention in Australia you can dial 000. Examples of medical emergencies include: chest pain, head or spinal injuries, severe bleeding, loss of movement, breathing difficulties and reduced level of consciousness.

Will there always be doctors available?

Our aim is to have doctors available 6am – midnight, 7 days a week (AEST). Please note the availability of doctors may vary, and we are constantly keeping track of balancing numbers of consult requests vs. number of doctors available for a consultation. If you are not immediately connected to a doctor, you will join a queue until the next available doctor connects to you.

You can view if doctors are online and the current average wait time on the homepage of Instant Consult once you login. If you request a consult when no doctors are online, you will join a queue and wait to be connected with a doctor when one comes online, or be asked to request a consult at another time.

Can I get a GP Mental Health Treatment Plan using the Instant Consult Service?

Doctors are unable to generate a GP Mental Health Treatment Plan via the Instant Consult platform. Please see your local GP. Alternatively, our doctors can refer you to your nominated psychologist who may then prepare a management plan for you.

What technology do I need to use Instant Consult?

Instant Consult can be used with your Google Chrome web browser on any type of Windows PC, macOS and Android Tablet when logging in through the URL patient.instantconsult.com.au

Instant Consult iOS App is compatible on iPhones and iPads. You cannot login to Instant Consult through a web browser on an iOS device, so you must download the Instant Consult App if you want to use it on your iPhone or iPad.

Instant Consult Android App is compatible on Android Phones only. You cannot login to Instant Consult through a web browser on an Android Phone, so you must download the Instant Consult App if you want to use it on your Android Phone. If you want to use Instant Consult on your Android Tablet, please login through a Google Chrome web browser on your tablet.

You will need a camera and speakers connected/installed on your device, and access to either a WiFi connection or a mobile data connection.

What security does Instant Consult use?

All internet traffic on Instant Consult use 256 bit SSL Certificates, which includes digital certificate authentication and 256 bit data encryption. 256 bit SSL Certificates are trusted by over 99.9% of current Internet users. Positive SSL is the solution for new websites and environments where trust has been established and entity verification (for identity assurance) is not needed.

How do I download the Instant Consult App?

Simply visit the Australian App Store for iOS or Google Play Store for Android to download the Instant Consult App for free. Once downloaded, simply register your details, agree to the terms and conditions and login! Don’t have an iPhone, iPad or Android Phone? Visit our website www.instantconsult.com.au where you can sign up and login through your Google Chrome or Mozilla Firefox web browser.

More questions?

More FAQs are available once you login to Instant Consult, which cover more detailed queries.

Contact Instant Consult Support by phone 1300 003 310 or email support@instantconsult.com.au

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