Telehealth FAQs

How do you do telehealth?

We consult with you online. On whatever device suits you best: phone, tablet, laptop or computer.

It’s a simple set up. Click the link emailed to you and click "Join the call" button. You won’t need to download anything, no need to install apps, or login.

We’ll set you up on a secure, private connection on a system used widely in the health industry.

Who uses telehealth?

Our rural and interstate clients have used it years. It's now more readily available across many clinics and services.

Who is eligible for telehealth?

Everyone is welcome to use telehealth to keep healthy and manage ailments during this difficult time.

What do I need to have my telehealth appointment online?

All you need is an internet connection, an active email address, and any of the following: phone, computer, laptop, or tablet. Ideally with a camera.

Do I really need a camera?

Your device may ask if it can access your camera. This is not to take pictures of you. We can help you better with a camera so we can chat to you and assess you visually during your video appointment.

Once you hang up the call, the camera will turn off automatically.

I'm worried about my private information. How secure are online appointments?

We take security very seriously. That’s why we use highly secure (end-to-end encrypted) software commonly used in healthcare. It’s been specially designed to ensure your security and privacy are protected at all times.

To keep the appointments secure, each appointment has it's own unique link. You'll be emailed a new link for each appointment.

Our online payment system is also a highly reputable and widely used system - it's known for its strong cyber security. 

How do I pay?

You have 3 options to pay:

1. Card Payment when Booking through our secure and safe online payment portal (Stripe) when you book online

2. Bank Transfers: a week prior to your appointment, we'll email you your invoice with all the details to electronically transfer the money

3. Card Payment: a week prior to your appointment, we'll email you your invoice with a Stripe link to pay via card

Note: Payment needs to be completed 24 hours before your appointment.

Can I still claim with my private health insurance?

Private health insurance extras will cover telehealth appointments in most instances.

How can I claim for Private Health Insurance with Telehealth?

1. You'll need to pay for your consultation upfront.

2. Once payment is received, we'll send you the receipt.

3. Submit the receipt to your insurance company. Most have an App or you can do online.

Does Medicare pay for telehealth services?

Medicare rebates are now available for telehealth and telephone consultations with your Dietitian and Psychologist.

We process Medicare rebates so you don't have to do a thing.

1. You pay prior to the appointment.

2. We process your Medicare rebate for you after your appointment.

3. Medicare will deposit into your registered bank account typically within a few working days.

What about DVA, Worksafe, TAC and NDIS?

We accept claims for:

What happens if I need to cancel or reschedule my appointment? Will I get a refund?

If you need to change your appointment, please let us know with as much notice as possible.

If you've already paid, there's two options for refunds:

1. Ask us to credit your account for your next appointment or product purchase. This is all tracked so your money won't be "lost".
   OR

2. Get a refund

Please note cancellation / rescheduling, refund and other policies apply as found in our Terms & Conditions.

What happens if I need to buy a product after my appointment?

Three options depending on the product and your preferences:

1. You can pick up from the clinic during reception hours

2. We can post it out to you. Express post generally takes 1-2 days to arrive.

3. Link sent to purchase online.

Troubleshooting

I'm trying to test my link and it's not working. What now?

Your link will only become active 10 minutes before your appointment.

If your appointment is in less than 10 minutes and the link isn't working, then

1. Check your reminder email. Is it for today's appointment?

2. Give us a call or email your practitioner & admin to re-send through the link.

We take your privacy and security very seriously. That's why the link is specific to your appointment date and time and only opens up just before your appointment. If you reschedule your appointment, you'll receive a new link in your confirmation email.

How can I get my practitioner's email address?

Easy. Check out their profile.

I can't find the link for the appointment.

If you've lost your link, search your emails for the appointment confirmation email and a reminder sent in the days prior to the appointment from admin@bodybraincentre.com.au.

If you still can't find it, give us a call or email your practitioner and admin. We suggest emailing both your practitioner and admin as this increases the chances of someone seeing your email urgently.

The video is blocked. How can I fix this?

There can be a number of reasons why the video gets blocked from a telehealth consultation. Here's some simple steps to try find a solution:

1. Make sure you are using the right link. Each appointment will have a unique link - this keeps it extra secure.

2. Try a different browser. Chrome and Firefox are the recommended browsers, but all should theoretically work. Only Safari will work on iPhones.

3. Try a different device. If you are on your computer, try on your mobile instead.

4. Check your anti-virus software. Mark Cliniko as a 'safe' site. Each software will have a different way to action this so google your particular ad-blocker or anti-virus software.

Telemedicine benefits

1. Consult with caring, experienced professionals

2. Save travel time and costs

3. Enjoy the convenience of consultation in your own home, work or anywhere

4. Feel empowered by taking a more involved role in your health

5. Prescribed products can be delivered or picked up

6. Easy, fast set up: No downloads necessary. No apps to install. No logins. No fancy equipment needed.

7. A simple, proven way to maintain strong health

8. Easy 4 step booking process

Areas serviced with telehealth

The good thing about telehealth is our physical location doesn’t matter. We offer telehealth across Victoria, including the wider Melbourne area, Gippsland, and of course, the surrounding suburbs of Moonee Ponds (where our physical clinic is based), and Australia as a whole.

Note: Your appointment will be booked based on our diary which is Australian Eastern Daylight Time (AEDT). Your confirmation email will 'translate' this into your own timezone.