FAQs 2020-10-14T21:26:59+00:00

FAQs

We know online healthcare can feel daunting, so we’ve put together a list of the commonest questions we get asked

Pick the service you have questions about

Can you get medical certificates online? 2019-10-29T14:40:20+00:00

Yes, it is possible to get medical certificates online in Australia, if the doctor is appropriately trained and fully registered with AHPRA. These days it is quite common for Australian GPs and specialists to assess their patients via video consultation, for all sorts of health issues. You should expect the doctor to ask you some questions about your medical history and your symptoms, just as you would in a regular clinic. Sometimes the doctor may advise that you need to see a doctor in person, if they feel a physical examination is needed. A medical certificate issued via an appropriately conducted online assessment is a legal document, just the same as one you’d receive in a clinic. For more information on your rights as an employee go to www.fairwork.gov.au

How does delivery work? What’s the difference between standard and express delivery options? 2020-10-13T23:16:03+00:00
  • For most people, our Pharmacy Concierge Service, at $8.99, is the cheapest and quickest delivery option- it means we will send your prescription by fax/email to your local pharmacy immediately, and you can have your medication in your hand within a few hours (Monday to Friday).
  • If you choose mail delivery instead your order will be delivered via Australia Post, and you will receive a tracking number so you can follow it.
  • Delivery times may be affected by factors such as covid-19, weekends and public holidays.
  • Standard Delivery costs $11.99 and normally takes 5 to 7 business days
  • Express Delivery costs $14.99- if you place your order before 1pm AEST, your order will arrive the next business day. If you place your order after 1pm AEST, your order will arrive within 1-2 business days. **Please note covid-19 restrictions may impact Australia Post timelines**
  • If you have queries about your order at any point, email us at info@qoctor.com.au.
  • Our customer service team is also available via live chat from 8:30am to 9pm  Monday to Friday and Saturday 8:30am to 12:30pm.
What does it mean if my tracking still says “pending”? 2020-09-08T15:00:53+00:00
  • This depends on whether you have chosen standard post or express delivery.
  • If you paid for express post to be delivered to QLD, WA or NT, your order will be “pending” until it arrives in your state (Australia Post terms & Conditions). If your order has exceeded the expected delivery time frame provided please email info@qoctor.com.au
  • If you ordered by standard post, your order will be “pending” until it is due to be delivered. Often this is closer to the 5th-7th business day. If your order has exceeded the expected delivery time frame of 5-7 business days provided please email info@qoctor.com.au
  • Please note that covid-19 may impact Australia Post timelines.
  • To avoid postal delays, we recommend you select our pharmacy concierge service as your preferred delivery option instead- then we can send your prescription electronically to your local pharmacy, so you can have your medication in your hands within a few hours (Monday to Friday)
I paid for express delivery but my order has not arrived when expected. What should I do next? 2020-09-08T15:03:26+00:00
**Please note Australia Post timelines have been impacted by Covid-19**
-If your order was placed before 1 PM AEST Monday-Friday, and your order has not arrived as expected, please check your tracking code and email info@qoctor.com.au if there is a problem
-If your order was placed on a weekend, please allow an additional business day for delivery as there is no postal service available on Saturday & Sunday
-If your order was placed after 1 PM AEST, your order will take 1-2 business days to arrive (as per Australia Post terms and conditions)
-If your order is via standard shipping, please allow 5-7 business days for it to arrive. If 7 business days have already passed, please email info@qoctor.com.au
To avoid postal delays in future, we recommend you select our pharmacy concierge service as your preferred delivery option instead- then we can send your prescription electronically to your local pharmacy, so you can have your medication in your hands within a few hours (Monday to Friday)
What if my order hasn’t arrived when I expected? 2020-09-08T15:05:18+00:00
If you have chosen mail delivery of your prescription or medication, first ensure you have checked your tracking code. An email has been sent to you with this information- if you can’t find it, check your spam or junk folder.
If you can’t locate your tracking number, or if Auspost says your tracking code is invalid, we can rectify this quickly. Simply email us at info@qoctor.com.au
Is an online medical certificate the same as a regular medical certificate? 2020-06-23T21:36:35+00:00

Yes, an online medical certificate from one of our doctors is a legal document and contains all the appropriate information you’d expect- including relevant dates, full professional details of the doctor, and their signature. Qoctor has issued over 50,000 online medical certificates to date. Our service is supported by employees and employers alike.

What are my rights as an employee with regard to medical certificates & sick leave? 2019-05-01T12:32:01+00:00

An employee must inform their employer if intending to take sick leave or carer’s leave. This has to be done as soon as possible, but can be after the leave has started. It should be specified how long the absence from work will be, or is expected to be.

An employer can ask an employee to give evidence that confirms they took leave because they were unable  to work because of an illness or injury, or needed to care for an immediate family or household member who was experiencing illness, injury, or unexpected emergency.

Employers are entitled to ask employees for evidence for as little as 1 day or less off work.

An employee who does not provide their employer with evidence when asked may not be entitled to be paid for sick leave or carer’s leave.

An award or registered agreement can specify the circumstances in which an employee must give evidence to their employer and what type of evidence is required. The type of evidence requested must be reasonable in the circumstances.

Medical certificates and statutory declarations (stat decs) are  considered acceptable forms of evidence.  Although there are no strict rules on what type of evidence should be provided by an employee, the evidence has to convince a reasonable person that the employee was genuinely entitled to the leave.

What about medical appointments and planned surgery?

Medical appointments and elective surgeries that are pre-arranged can only be covered by sick leave if an employee is unable to work because of an illness or injury. It will depend on each individual circumstance. An employer can ask for evidence from an employee to confirm that they were unfit for work. This can help decide whether an employee should be paid sick leave or a different type of leave/entitlement.

Employers attending medical appointments

It is not considered reasonable for an employer to attend a medical appointment with an employee, unless the employee requests it. It is also not considered reasonable for an employer to contact the employee’s doctor to obtain information.

Further information about Australian law relating to sick leave and your rights as an employee can be found at www.fairwork.gov.au

Is it secure? 2018-10-09T10:39:36+00:00

Qoctor takes data security very seriously. Our website has 256 bit SSL data encryption and authentication. And we do not share your information with third parties.

What details are legally required on a medical certificate? 2019-11-20T23:35:10+00:00

As per Australian guidelines, the standard requirements for a medical certificate are:

  • Name and address of the doctor issuing the certificate
  • Name of the patient
  • Date on which the examination took place
  • Date on which the certificate was issued
  • Date(s) on which the patient is or was unfit for attendance
  • A diagnosis is not usually required. If it is a requirement for a diagnosis to be provided, the doctor should inform the patient and only proceed to include the diagnosis following the express consent of the patient.

 

How do I get my prescription/medication online? 2020-10-13T23:12:08+00:00
    • Complete our online questionnaire- for most repeat prescriptions, start here. For contraception, erectile dysfunction, hair loss, jet lag, premature ejaculation, delaying a period and chlamydia treatment, start here.
    • You may need a brief video consultation with one of our experienced doctors
    • The quickest delivery option for your prescription is via our Pharmacy Concierge Service- we will coordinate getting your script to your local pharmacy immediately via fax/email, we’ll check their stock and we’ll contact you once it’s ready to be filled. 
    • Alternatively you can have a paper prescription sent by Australia Post to an address or pharmacy of your choice.
    • We can also deliver certain medications directly to you via post from our Australian partner pharmacies- including the contraceptive pill, medication for erectile dysfunction, hair loss, jet lag, delaying a period, premature ejaculation, genital herpes, bacterial vaginosis and chlamydia treatment.
Do I need to speak to a doctor to get my prescription online? 2020-09-08T15:20:44+00:00
    • Our questionnaires are carefully designed to ask the questions a GP would ask you in person, and will help us streamline your assessment.
    • In most cases you will also be required to have a video consultation.
    • This is due to safety and to ensure the medication is right for you. 
How much does it cost to deliver my prescription? 2020-10-13T23:08:02+00:00
    • Standard shipping (5-7 business days) costs $11.99
    • Express post (1-2 business days) costs $14.99
    • Our Pharmacy Concierge Service fee is less than standard delivery, at $8.99, and means we will immediately send your prescription electronically to your local pharmacy, so you can have your medication in your hands within a few hours (Monday to Friday). As postal delivery has been impacted by Covid-19, we recommend this delivery option.
How much does it cost to deliver my medication? 2020-12-01T12:38:31+00:00
    • If you have chosen to have medication delivered by post, the total cost will include the doctor’s consultation fee, the price of the medication, plus postage.
    • The medication price depends of the type and quantity of medication, and may vary from time to time, subject to market forces which Qoctor can’t control- but we’ll always be competitive.
    • Standard Post is $11.99 and Express Post is $14.99
    • Instead of having medication delivered, you may prefer to try our Pharmacy Concierge Service as a faster delivery option. For $8.99 (less than standard delivery) we will send a prescription electronically to your local pharmacy, so you can have your prescription in your hands within a few hours (Monday to Friday). This is usually the fasted and cheapest delivery option.
Can I track my delivery? 2017-08-09T14:02:21+00:00
    • We use Australia Post and you will receive an email with a link to track your parcel’s location
Do you deliver medications as well as prescriptions? 2020-10-13T23:10:54+00:00
    • You can choose to have a paper prescription posted to you
    • For some treatments you can choose to get the actual medication (tablets) posted to you- this includes the contraceptive pill, treatment for erectile dysfunction, premature ejaculation, genital herpes, chlamydia, bacterial vaginosis, jet lag, hair loss or to delay a period.
    • Instead of having medication delivered, you may prefer to try our Pharmacy Concierge Service as a faster and cheaper delivery option. For less than standard delivery ($8.99) we will send a prescription electronically to your local pharmacy, so you can have your prescription in your hands within a few hours (Monday to Friday)
Do you offer repeats for the prescriptions/medications? 2020-09-08T15:43:46+00:00
    • Yes, in many cases this is possible.
    • The number of repeats issued depends on the particular treatment and is subject to the doctor’s assessment and safety.
How do I order my repeat prescription/medication? 2020-09-08T16:13:28+00:00
    • For a certain number of conditions (including the contraceptive pill, treatment for erectile dysfunction, premature ejaculation and hair loss), there may be some repeats available to you via your Qoctor account.
    • To access these, log in and select ‘My profile then select ‘my prescriptions & repeats’. You may then see an option to order your desired repeat, if available.
    • There is no additional doctor fee to access this repeat, however there will be a small fee to cover postage.
    • Once payment has been completed the prescription/medication will be sent by Australia Post.
    • The price of medication may vary from time to time, subject to market forces which Qoctor can’t control- but we’ll always be competitive.
    • Please note that if you got your original prescription posted to you, or to a local pharmacy for a condition not listed above, the repeats will usually NOT be available via your Qoctor account- instead they’ll be included on the original prescription that we sent you/your pharmacy, so check your prescription/ ask your pharmacist if you’re not sure.
Where does my medication come from? 2020-09-08T16:14:56+00:00
    • If you have ordered medication delivery via Qoctor, this will come from an Australian Pharmacy working in partnership with us.
    • Our pharmacists must adhere to very strict guidelines to ensure all medications are genuine, safe and issued with appropriate instructions on use
Are your medications genuine? 2017-08-09T15:18:09+00:00
    • Yes! All our medications are issued by a fully registered Australian Pharmacist and meet all Australian regulatory standards
    • You will have the option of a choosing between a branded medication and the cheaper generic equivalent
What is the difference between generic and branded medication? 2017-08-09T21:52:23+00:00
    • Medications can be bought as either generic or branded medications
    • Both contain identical medications and are equally effective. However branded medication generally cost more
Can I get PBS prescriptions online? 2020-09-08T16:17:47+00:00
    • Yes, for many medications we can now provide PBS prescriptions.
    • For the moment, we are unable to offer “authority” or “stream-lined authority” prescriptions- if your medication falls into these particular categories, we may still be able to offer you a private prescription, if you wish. 
Why does my prescription look different from the one issued by my other GP? 2017-08-09T14:04:47+00:00
    • Qoctor prescriptions are legal documents. They contain all the information required for a pharmacist to dispense your medication
    • Your pharmacist can easily verify the authenticity of the prescription via our website
I’ve never used an online doctor before- how do I know they are genuine? 2020-06-23T21:37:48+00:00
    • Seeing an online doctor may be a new experience for many.
    • You can rest assured that every doctor on the Qoctor team is a licensed, registered & fully insured doctor based in Australia.
    • Qoctor adheres to the highest clinical standards.
    • Every document you receive from Qoctor will quote the AHPRA registration number and Medicare provider number of the relevant doctor- you can easily view the doctor’s registration details on the AHPRA website.
Will my employer accept my certificate? 2019-11-20T23:37:01+00:00
    • The short answer is yes- all our certificates are provided after an online consultation with a registered doctor based in Australia. Our certificates are valid legal documents and meet the appropriate legal requirements.
    • Online health services are commonplace in the United Kingdom and America and relatively new to Australia. Your employer may want to know more about us and our services. They can use the ‘contact us’ section or live chat on the bottom right, for more information about how our service works- we’ll be happy to help. Of course doctor-patient confidentiality is paramount- we’ll never share any of your personal information or health details with an employer or any third parties without your express permission.

 

What do I have to do once I’ve given my information and paid? 2020-06-23T21:40:46+00:00
    • Just follow the website instructions – you can choose a timeslot for a video consultation with the online doctor. 
    • Simply ensure you’re online on the video platform when your appointment is scheduled (don’t forget there may be a time difference, depending where you live. Our time slots are AEST)
    • You should receive an SMS and email 30 minutes prior to your appointment with a link to the video platform. Once your time slot begins, click on this link and you should find yourself in the video waiting room.
    • After your appointment, your medical certificate will be immediately uploaded to your account and emailed to you as a PDF.
    • If the doctor assesses you and feels you need to see a doctor in person, they may refund you and advise you what you need to do next.
How do I change my consultation time? 2020-09-08T16:19:37+00:00
  • Click on the link ‘change consult time’ within the confirmation email and then select a time slot of your choice
  • Alternatively you can access your profile on the website, and click on ‘change consult time’ 
  • This can be done up to 15 minutes before your scheduled appointment slot.
When will I receive my certificate? 2018-10-09T10:00:36+00:00
    • You will receive your downloadable certificate within moments of your video consultation- it’ll be uploaded to your Qoctor account, and it will be emailed to you as a PDF attachment.
What if I miss my consultation with the online doctor? 2020-11-17T15:17:49+00:00
    • We will try to contact you firstly on the video platform and then on your mobile number if there is no answer. 
    • If we are still unable to get hold of you, we will send you a link via email which will allow you to book another later appointment for free, if you wish. You will have 48 hours to rebook, after which time the link will expire.
What if the online doctor decides it’s not appropriate to give me a certificate? 2018-10-09T10:09:29+00:00
  • Occasionally, following your video consultation, the online doctor may feel you need to be assessed in person. They may advise you that your symptoms require a physical examination, for safety reasons.
  • In that case, you will be refunded and advised what to do next.
Can you backdate a medical certificate? 2019-11-20T23:40:27+00:00
    • Following assessment, if the doctor deems it appropriate, they can certify that a period of illness occurred
      prior to the date of examination.
    • This means the medical certificate can state that you were unwell on recent dates in question, though the date of your video consultation must also appear on your medical certificate (that’s a legal requirement).
    • People are sometimes incorrectly advised by employers or others that getting a medical certificate relating to previous dates is not allowed. However, Australian employment law states that it is allowable for employees to obtain a medical certificate after the dates in question. According to www.fairwork.gov.au : “an employee has to let their employer know that they are going to take sick or carer’s leave. This has to be done as soon as possible, and can be after the leave has started. They should also specify how long they will be off or expect to be off work”.
    • If our online doctor is unable to issue a certificate for any reason, you will be issued a full refund.
Can you give Workcover, Centrelink or TAC Certificates? 2017-02-16T22:39:11+00:00
    • We do not currently offer these services, and recommend you see your regular GP
    • Please register for updates about upcoming new services
Can you supply a paper copy of the certificate? 2020-06-23T13:55:03+00:00
    • Most employers will accept a PDF copy of your certificate- and they can go online to check its validity (though patient confidentiality is always maintained, your personal information is not shared).
    • We have issued over 52,000 certificates across Australia and have never had a certificate rejected.
    • Unfortunately we are unable to supply a paper copy of your online certificate, but you can obviously print out the document yourself if necessary. It will contain all the required information, including the doctor’s credentials, AHPRA registration number and their signature.
    • All certificates are generated electronically- we are a paperless practice as this improves efficiency and is kinder to the environment.
What is a new referral? 2017-01-25T23:34:12+00:00
    • It’s a letter that allows you to attend a specialist you’ve never consulted before
Which specialists can qoctor refer me to? 2017-01-25T23:45:33+00:00
    • qoctor can currently write new referral letters for you to see the following specialists:
      • A surgeon for a vasectomy
      • A dermatologist for acne
      • A gynaecologist for insertion of a contraceptive coil
      • A surgeon for a circumcision (for you or for your child)
      • A respiratory specialist or lab for sleep studies (testing for sleep apnoea)
      • An ophthalmologist for laser eye surgery
      • A plastic surgeon for a variety of cosmetic procedures
How do I get a new referral? 2017-01-25T23:45:22+00:00
    • Simply enter the details our website requests – these are put into the letter that the online doctor will write
What do I have to do once I’ve given my information and paid? 2017-01-25T23:43:53+00:00
    • A referral letter will be written for you which will allow you to see your chosen specialist
Will my referral entitle me to a Medicare rebate for seeing the specialist? 2017-01-25T23:48:36+00:00
    • If the consultation is eligible for a Medicare rebate, then the qoctor referral letter will allow you to claim it
When will I receive my referral letter? 2020-02-21T11:33:40+00:00
    • You will receive your downloadable referral letter typically within a few hours of paying. This will be sent to you in the form of an email & also stored on your profile. If you require it urgently, our customer service team can assist you. Send an email to info@qoctor.com.au
What is a repeat referral? 2017-01-25T23:53:25+00:00
    • It’s a letter that allows you to attend a specialist you’ve seen in the past
    • Most specialists require one every year
How do I get a repeat referral? 2017-01-25T23:55:17+00:00
    • Simply enter the details our website requests – these are put into the letter that qoctor will write
How much does it cost? 2021-03-08T21:03:56+00:00

The consultation fee is $22.99 – there are no hidden extras.

 

 

What do I have to do once I’ve given my information and paid? 2017-01-26T00:19:28+00:00
    • A repeat referral letter will be written for you which will allow you to see your specialist again
Will my referral entitle me to a Medicare rebate for seeing the specialist? 2017-01-26T00:04:21+00:00
    • If the consultation is eligible for a Medicare rebate, then the qoctor referral letter will allow you to claim it 
When will I receive my repeat referral letter? 2020-02-21T12:00:26+00:00
    • You will receive your downloadable repeat referral letter typically within a few hours of paying. This will be sent to you in the form of an email & also stored on your profile. If you require it urgently, our customer service team can assist you. Send an email to info@qoctor.com.au
Which specialists can qoctor refer me to? 2017-01-26T00:05:48+00:00
    • Provided you are already known to the specialist and the repeat referral is simply to continue follow-up with that specialist, qoctor can refer you to any specialist in Australia
What is a “change of specialist” referral letter? 2017-01-26T00:06:49+00:00
    • If another doctor or GP has referred you to a specialist within the last year but you now wish to see another specialist within the same specialty, this letter will allow you to do so
    • You may wish to use this service if, for example there is a shorter waiting time
How do I get a “change of specialist” referral? 2017-01-26T00:08:02+00:00
    • In order to use this service, you must already have in your possession a valid referral letter that will be less than 1 year old when you see the specialist
    • Simply enter the details our website requests – these are put into the “change of specialist” covering letter that qoctor will write
    • You must take both letters to the appointment
How much does it cost? 2021-03-08T21:04:59+00:00

The consultation fee is $22.99 – there are no hidden extras.

 

 

Can I change my referral to see a different kind of specialist from my original referral letter? 2017-01-26T00:09:08+00:00
    • No. The specialist you see must work in the same speciality as that specified in your original referral letter
What do I have to do once I’ve given my information and paid? 2017-01-26T00:14:15+00:00
    • A “change of specialist” referral letter will be written for you which will allow you to see your chosen specialist
Will my referral entitle me to a Medicare rebate for seeing the specialist? 2017-01-26T00:15:26+00:00
    • If the consultation is eligible for a Medicare rebate, then the qoctor referral letter will allow you to claim it
When will I receive my “change of specialist” referral letter? 2020-02-21T11:28:42+00:00
    • You will receive your downloadable change of specialist referral letter typically within a few hours of paying. This will be sent to you in the form of an email & also stored on your profile. If you require it urgently, our customer service team can assist you. Send an email to info@qoctor.com.au
Which specialists can qoctor refer me to? 2017-01-26T00:17:20+00:00
    • qoctor can refer you to any specialist in Australia – but they must work in the same specialty as that to which you were first referred
Can I claim a Medicare rebate? 2021-03-08T21:03:09+00:00
    • Currently there is no medicare rebate for our services. This is a privately billed online GP service.
What if my details are wrong on my referral letter? 2017-02-27T21:29:01+00:00
    • If the details you provide on your referral questionnaire or patient profile are incorrect and you later wish to change them, you’ll need to start again and make another payment
    • We advise you to carefully check all information prior to submitting, to prevent any disappointment
How do I see an online doctor? 2017-01-26T00:26:17+00:00
    • It won’t be long until you can access healthcare with GPs and a variety of other online doctors and healthcare workers via qoctor.com.au
    • The future is coming (finally)!
What would you like qoctor to do for you? 2017-02-20T22:19:26+00:00
    • If there’s something that you’re frustrated about and you can’t understand why we’re not offering it online, please contact us and let us know. We’d love to help you get what you want, when you want it, how you want it!
    • Don’t be shy!