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Patient Support

My Emergency Doctor offers a phone and video-based service which connects patients with an Australian qualified Senior Emergency Specialist Doctor at any time of the day or night. Our purpose is to bring the best possible emergency care to patients wherever they are.  Patients can access the service by downloading the ‘My Emergency Dr’ app on a smartphone or calling the hotline on 1800 123 633. (At this time, we are only able to treat people in Australia.)

My Emergency Doctor is staffed 24 hours a day, 365 days per year to offer immediate phone and video access to a team of Australian-qualified senior emergency specialists doctors (also called Fellows of the Australasian College for Emergency Medicine, or FACEMs). 

This allows patients to be remotely accessed, diagnosed by our qualified team of emergency physicians and even have treatment, transport and post-consultation summaries arranged for them.

The focus of My Emergency Doctor is on immediate diagnosis, and treatment of patients with an acute medical condition. Senior emergency specialist doctors have completed specialist training and passed their Fellowship or ‘Consultant’ Exam in Emergency Medicine. They are trained to deal with the full range of emergencies a patient (regardless of age or gender) could possibly suffer.

 For more info on how the service works and associated fees, see our Patients page.

No matter where a patient resides in Australia, with My Emergency Doctor they can access the best possible emergency medical care. The service  relieves patients from going to local emergency departments and spending hours waiting to see a doctor and instead  allows patients to be consulted virtually by a Senior Specialist Emergency Doctor from the comfort of their own home.

 For more info on how the service works and associated fees, see our Patients page.

Frequently Asked Questions

Does this service replace calling OOO?

Absolutely not. Our service is not a replacement for the emergency 000 service. If you or the patient suffer a time-critical emergency such as unconsciousness, chest pain, uncontrollable bleeding or difficulty breathing, call 000 without delay.

Who is this service for?

At this time, we are only able to treat people in Australia.

Does this service replace visiting a General Practitioner (GP)?

We recognise that your GP is your primary healthcare provider. My Emergency Doctor complements the existing system by being there at times when your 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.

You should continue to see your GP as they are your primary healthcare provider and your relationship with them is vital in maintaining health and wellbeing.

If you or someone you know unexpected symptoms or are feeling acutely unwell, it can be difficult to know who to call. This service is specifically for the after hours period or for some people, like the elderly or those with preexisting conditions, times when you might normally attend an Emergency Department but may not be able to in the current environment.


What conditions can I use My Emergency Doctor for?

A consultation with My Emergency Doctor may be appropriate if your or the patient experience any of the following conditions for immediate care:

  • COVID-19
  • Abdominal Pain
  • Fainting
  • Headache/ Head Injury / Concussion
  • Flu
  • Fever
  • Rashes, bites and stings
  • Back pain
  • Sore Throat
  • Diarrhoea and Vomiting
  • Acute Injury
  • Headache
  • Urinary Tract Infections
  • Allergic reactions
  • Sports injuries
  • Work injuries

 

What do I need to use the service?

To access the My Emergency Doctor service patients will need:

  • A smartphone device such as iPhone and Android phone, using the latest operating system.
  • An internet connection.
  • Adequate background lighting (so our doctors can see you).
  • A downloaded copy of the ‘My Emergency Dr’ app.

 

When is the My Emergency Doctor service available?

Lines are staffed 24 hours a day, 7 days a week. We currently have a strong roster of senior emergency specialist doctors working with us on a rotating basis. Calls can come in, and will be answered immediately, at any time of the day or night.

 

What does it cost to use?

$250 between 8:00am – 6:00pm, Mondays – Fridays

$280 all other times, including weekends and public holidays.

Some Primary Health Networks subsidises costs for patients who reside in key catchment postcodes. See our PHN page for more information.

For residents of aged care facilities and for Australians living in a telehealth-eligible area (which Medicare defines as outside of a major city (RA1) as classified by the Australian Standard Geographical Classification), the service can be bulk-billed to Medicare if your GP has provided a referral in advance.

To check if you live in a Medicare approved telehealth area, check the Australian Standard Geographical Classification website.

 

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 the app & register you or the patient’s name, mobile number & credit card details/Partner Code.
  • When an urgent health problem, illness or injury affects you, open the app and connect and it 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 you/the patient and make a diagnosis, then arrange what is needed, e.g. prescription for medication, referral for an pathology, x-ray or specialist, or even urgent admission to hospital.
  • The doctor will make available on our patient portal a copy of the a patients 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 you.

For more info on how the service works see our Patients page.

 

How do emergency specialist doctors support 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 you/the patient at the centre of our service, providing layered support to the facility and you/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, view injuries or symptoms of illness before diagnosing, prescribing and making treatment plans and other arrangements with patient transfer services or pharmacies.

For more info on how the service works see our Patients page.

 

Will you let my GP know that I’ve used this service?

Patients are welcome to download and print a copy of their consultation summary prescription and/or referral and bring or forward to their doctor at their own convenience.

 

What if I need medication or an x-ray?

If medications need to be organised, My Emergency Doctor will issue an electronic prescription. Similarly, we can also issue a referral for an x-ray or blood test. Please also note that for S4 drugs, our policy is to email the prescription directly to the pharmacist. We will not prescribe S8 drugs under any circumstances.

 

Can a child use this service?

A child patient can use this service provided he/she is in the company of a parent or guardian during the entire consultation.

 

What services are not provided?

My Emergency Doctor is an emergency telehealth service. We do not provide home visits or in-person consultations. We also do not prescribe S8 medications.

 

Is personal data secured? Will the call be private?

Patient confidentiality is upheld in our service. All personal information of our patients is stored securely via encryption on our Australian-based data servers. Our doctors may review this information with other healthcare providers such as a GP in accordance with our serivce Privacy Policies.

From time to time a second emergency specialist doctor may access a patient's records for review and quality assurance purposes only. Please also see our serivce Terms and Conditions.

 

What if I have a partner code?

Patients who are in possession of a My Emergency Doctor Partner Code (“Code”), you are deemed to agree to the following in the event that you attempt to use the Code:

  • All codes are issued strictly on the basis that they are to be used only if you satisfy the specified criteria on which the Code was issued;
  • A code will entitle you to either discounted pricing or a special billing arrangement for use of My Emergency Doctor;
  • When you call through to My Emergency Dr using a Code, we reserve the right to ask you certain questions to ensure that you satisfy the relevant criteria. If you do not satisfy the criteria, you will be asked to pay a fee (see Schedule of Fees) before we proceed with the medical consultation;
  • If after a consultation has taken place, it becomes apparent to us that you were not entitled to use the Code because you did not satisfy the relevant criteria at the time the consultation took place , we reserve the right to charge you a fee (see Schedule of Fees) after the consultation;
  • Codes are issued on the basis that they are valid for use only during a certain period after which they will expire.

To access the service with a code download the app ‘My Emergency Dr’ from the App Store or Google Play, open it and follow the instructions.  

Download our user guide for registering with a partner code.

If you have any query relating to using a code or the criteria for using the code, please send an enquiry or contact us on 1800 123 633.

 

Do I need to register and enter my credit card details every time I use the app?

No. You only need to register once and provided you stay logged into the app, all your details will be securely stored for when you need to use the App.

 

What if I have a complaint to make about the medical treatment I received?

Please contact either:

 

Why can’t I continue after entering my Credit Card info?

Some users may not see the Continue button once they have entered their Credit Card details. By pressing enter, your keyboard will minimise and the 'Continue' button will become available.

 

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.

Have another question?

My Emergency Doctor is here to help you with our service.

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