What people ask
before they book.

You'll meet a registered Australian practitioner on a live video call. Your first appointment is always by video, so they can confirm it's you. They'll go through your health history and your intake form with you. Before you finish, they'll write your plan into your record.

Look them up on the national public register of health practitioners. Your practitioner gives you their full name and registration number at the start, so you don't need to ask. It's free, and anyone can search it.

No. The form gives your practitioner some background before you meet. All decisions about your care happen in your live appointment, where they can ask you follow-up questions. A form on its own never leads to a prescription.

No, you can book with us directly. Got a referral, or letters and results from another health professional? Bring them along. They make the first ten minutes more useful, and you won't have to repeat your history.

Your practitioner will tell you at the start how the time is likely to be used, so you know what fits. Need more time? They'll book a follow-up rather than rush the end.

Have a list of the medicines and supplements you take, plus any recent pathology or imaging results. You'll also need a private space and a phone or laptop with a working camera.

Yes, if they're available. Ask for them by name when you book and we'll try to arrange it. It helps to see someone who already knows your history.

Only if it's right for you. Treatment, if deemed medically appropriate, is one of six ways an appointment can end. The other five are general advice, further investigation, a referral to your GP or another health professional, scheduled monitoring, and no treatment at all. Your practitioner notes which one it was on the day.

Your practitioner will tell you why, and you'll still leave with a next step. That might be a referral to your GP or another health professional, further investigation, or care you need to have in person. Ending without treatment is a normal outcome.

No. It depends on what your assessment finds, and working that out is what the appointment is for. Your practitioner only recommends something after they've heard your history.

Your practitioner sets the timing at your appointment, because it depends on what's being reviewed. Every plan comes with that review already booked. Nothing continues until it happens, and nothing renews on its own. You decide again each time.

No one can promise a medical result. What your practitioner can do is write it all down for you: what your assessment found, what they recommend and what they expect to see next. Your review then checks against that.

Yes, your results belong to you. Ask any time and we'll send them in full, exactly as the laboratory reported them. You don't need to give a reason.

You can stop any time, with no lock-in and no penalty. Just tell your practitioner so it goes in your record. They'll also let you know if anything you take should be reduced slowly rather than stopped all at once.

No. Aurem is privately billed, so our fees can't be claimed on Medicare. Health funds don't usually cover them either, so check with your fund before you count on a benefit.

You can message our Australian care team through your account. We aim to reply within one business day, but messages aren't read around the clock. For anything urgent, contact your GP, an after-hours service or 000.

When something needs to be seen in person. That includes a physical examination, moles and suspicious skin lesions, and any sudden or severe injury. Anything urgent needs care somewhere else too. Each care area page lists what a video appointment can't cover, so you can check before you book.

In an emergency, call 000. For crisis support, call Lifeline on 13 11 14, any time of day or night. If it's urgent but not an emergency, contact your GP or an after-hours service.

No, we work alongside your GP. Your regular practice stays in charge of your ongoing primary care and any examinations in person. Your practitioner will tell you when something is better handled there.

Only if you want them to be. Say yes, and your practitioner will write to your usual GP so your care stays joined up. Say no, and the care you get from us stays the same.

No, but it helps to tell us early. Let your practitioner know who else is involved and what they've advised, so both plans line up. Problems can start when two clinicians work on the same thing without knowing about each other.

Yes. You need to be physically in Australia at the time of your appointment, and you need to be 18 or older. Your practitioner will check both at the start.

Your treating practitioner, plus the staff who need access to look after your care or meet a legal obligation. Access is limited, and every entry is logged. Our privacy policy explains how we store your information and when we can share it.

Only when there's a clinical reason, and we'll always ask you first. Your answer goes in your record. Either way, your practitioner writes clinical notes at every appointment, and you can ask to see them.

For as long as the health records law in your state or territory requires. That period starts from the last entry in your file. Our privacy policy lists the period that applies where you live.

Yes. The Privacy Act 1988 gives you the right to access your own health information. Just ask us in writing. We'll explain the process, what we need to confirm it's you, and how long it takes.

Yes, the Privacy Act 1988 gives you that right. Your clinical notes record what was said and decided on the day. So we add the correction beside the original rather than writing over it.

You'll see the fee for your appointment before you confirm your booking. You don't need to buy anything before you're seen.

Medicines, if prescribed, are always charged separately. So is any pathology or imaging your practitioner orders. Those charges come from the provider you choose.

Cancel or move with at least 24 hours' notice and there's no charge. With less notice, or if you don't attend, a fee may apply. You'll see it before you confirm your booking.

Fees for appointments that have already happened aren't refundable, unless the Australian Consumer Law requires it. You'll find the full details in our terms of service.

Your practitioner will try to reconnect the video call. If the appointment can't be finished safely, we'll reschedule it and explain why.

Yes. A support person, carer or interpreter is welcome in any appointment. Just tell your practitioner at the start, so they know who's with you and can note it in your record.

Tell us and we'll look into it. Our complaints page explains the process, the timeframes we work to, and the outside bodies you can contact. You can go to them at any time, without coming to us first.