Does this service replace calling OOO?
Absolutely not. Our service is not a replacement for the emergency 000 service. If your patient is suffering from a time-critical emergency such as chest pain, uncontrolled bleeding or difficulty breathing, call 000 without delay.
Does this service replace visiting a General Practitioner (GP)?
Our service seeks to work in a complementary manner to GP services in primary care. We recognise that a GP is a patient's primary healthcare provider and the importance of that relationship in maintaining health and wellbeing. My Emergency Doctor complements the existing primary healthcare system by being there immediately at times when a GP can’t be, as our service is available 24 hours a day, 7 days a week. Our consultations with patients are focused on an immediate and dire need and as such, our emergency physicians seek to make rapid decisions and arrange critical care for that specific point in time. Additionally we are able to provide post-consultation summaries which the patient or their family can provide to their usual GP to support any ongoing care the patient requires.
When is the My Emergency Doctor service available?
Lines are staffed 24 hours a day, 7 days a week, every day of the year. We currently have a strong roster of FACEMs working with us on a rotating basis. Calls can come in, and will be answered immediately, at any time of the day or night.
How does the service work?
The key steps are:
- Either ringing our hotline 1800 123 633, or downloading our app ‘My Emergency Dr’ from the Apple App Store or Google Play Store.
- If you choose to download the app, open it and register your name, mobile number & Partner Code. Your Partner Code would have been provided to your facility/hospital during the onboarding and training process. If you need to know your Partner Code, please contact your Nurse Unit Manager or alternatively, contact our Client Support team.
- The app will then place you into a waiting room until a Patient Support Officer will greet you (within seconds) and connect you via built-in video to the emergency specialist doctor.
- The doctor will assess the patient and make a diagnosis, then arrange what is needed, e.g. prescription for medication, referral for an pathology, x-ray or specialist.
- The doctor will make a patient consultation summary together with any prescriptions or referrals that might have been given during the consultation. These documents will be securely sent electronically / emailed to your healthcare institution.
For more info on how the service works see our Healthcare Institutions page and select the type of healthcare institution that best represents where you work.
How do emergency specialist doctors support our patients via the app?
The My Emergency Doctor service is available for all Australians 24 hours a day, 7 days a week; whether for the parent of a sick child at 2am, the mobility-impaired elderly at home or in an aged care facility, or anyone seeking to avoid long hospital waits.
We put the patient at the centre of our service, providing layered support to the facility and patient’s GP, especially in the after-hours; focussing on assessing, diagnosing and treating their condition(s).
Our senior emergency specialist doctors (FACEMs) are experienced in managing busy hospital emergency departments (ED). They specialise in diagnosing and managing acute conditions in patients previously unknown to them, with limited information. Their experience uniquely positions them to advise which patients need to go to an ED and those who can be treated at home/ health institution or by their GP.
Through audio and video technology, our consulting emergency specialists can talk to patients and clinical staff, view injuries or symptoms of illness before diagnosing, prescribing and making treatment plans and other arrangements with patient transfer services or pharmacies.
As a complete solution for acute emergency presentations we issue prescriptions and referrals for pathology and imaging, can work with local care teams to determine a treatment plan, and can share a consultation summary. This allows us to complement existing care pathways as summaries can also be uploaded to My Health Record.
It’s in this way that we have been able to help and manage approximately 85%-90% of all our patients where they are, in situ, without the need for ambulance transfer and/or to an emergency hospital department.
How does the service support my healthcare institution?
Clinical staff who use My Emergency Doctor’s service will have prompt access to an senior emergency specialist doctor (FACEM) in a medical crisis, who will provide timely medical consultation and may minimise potentially avoidable transfers. At the same time the service contributes to patient comfort by supporting patient preferences if they need to be managed in place and reduces the risk of hospital acquired infections by avoiding transfers to Emergency Departments.
Examples of cases successfully managed by our emergency specialist doctors:
- Febrile patients (whether with UTI, pneumonia, cellulitis or other infection)
- Injured patients (including suspected minor head injuries, fractures, burns, wounds)
- Asthma exacerbations
- Abdominal pain
- Palliative care
What services are not provided?
My Emergency Doctor is an emergency telehealth service. We do not provide in-person consultations. We also do not prescribe S8 medications.
What if I have more questions?
We’re here to help you with our service. Please contact us on 1800 123 633 or send an online enquiry.