FAQ
Questions we hear most.
Most people want to know the same few things before they book with High Ground. You don’t need a GP referral, and you start with a 2 minute anonymous questionnaire. A registered nurse calls you, then a doctor, and those two calls make up your $0 initial consult. Follow up consults are $28 each, booked in the patient portal. You choose your own pharmacy, your GP is only told if you’d like, and a person reads every message you send.
Getting started.
Do I need a referral from my GP?
No. You can book directly online. See how it works.
How does a High Ground consult work?
You complete a 2 minute anonymous questionnaire, book a nurse call and fill in a short intake form. A registered nurse calls you at the time you chose, then books your doctor consult with you at the end of the call. See how it works.
How soon can I speak with someone?
Same-day nurse calls are usually available. Your doctor consult is usually within 24 hours of your nurse call, and sometimes the same day.
What days do nurses call?
Weekdays, between 9am and 5pm AEST (Queensland time). See how it works.
What if I miss my nurse call?
You can rebook your nurse call in your patient portal. If you miss your first doctor consult, contact our team to rebook it. See how it works.
What do I need to have ready before my first call?
Nothing. If your nurse needs extra information, they’ll explain what’s needed and how to get it.
Can a carer join my call?
Yes, if it’s arranged before the call with your written consent. See how it works.
Who can use High Ground?
Adults aged 18 and over who are in Australia, in every state and territory.
Do I have to give my name to start?
No. The questionnaire is anonymous. You give your name and contact details when you set up your secure record and book.
Cost.
How much is a consult?
The $0 initial consult covers your nurse call and your first doctor consult. Follow up consults are $28 each. See pricing.
Are there any other fees?
No. High Ground doesn’t charge anything besides its consult fees, including for copies of your records or letters.
Do I need a card to book my first consult?
No. A card is only needed for follow up consults. You choose a time in your patient portal, then pay to confirm.
Can I claim my consult on Medicare?
No. Our consults aren’t covered by Medicare.
Is there a concession price?
No. The same prices apply to everyone.
What about pharmacy costs?
Any pharmacy sets its own prices and confirms the cost with you before dispensing. See pricing.
Can I cancel or reschedule?
You can reschedule any appointment in your patient portal. Follow ups can be cancelled or rescheduled at no cost up to 24 hours before the booked time. Within 24 hours, or if you miss the call after three attempts over 10 minutes, the fee is non-refundable. See pricing for the full rules.
Your consults.
Is it a phone call or a video call?
Every High Ground consult is a phone call with a person.
How long does a consult take?
Each call with High Ground usually takes 15 to 20 minutes, and runs as long as your care needs.
Will I see the same doctor at my follow ups?
Yes. Your doctor reviews your history before each consult. If your doctor leaves High Ground, we’ll move your care to another doctor and let you know.
Does the fee depend on what my doctor decides?
No. Your doctor makes a clinical decision about your care and records the reasoning behind it. The fee is the same whatever they decide.
How do I book a follow up?
In your patient portal, at any time. Your doctor will suggest how soon they’d like to see you.
Will you check in after my consult?
Yes. After your doctor consult, High Ground sends you a text message so you can ask for a call back if you need one.
Can I choose my pharmacy?
Yes. You choose the licensed Australian pharmacy for any prescription. High Ground can suggest one, or you can name your own. See how it works.
Is there a fee for the pharmacy I choose?
There’s no fee from us, whichever pharmacy you choose.
Your GP and your records.
Will my GP be told?
Only if you’d like us to. It’s your choice.
Who can see my records?
Your clinical record is held by High Ground and stored in Australia, and only authorised staff who need it for their role can access it. Electronic prescriptions are recorded in your My Health Record by default. Our privacy policy sets out who can access your information and how.
Are my consults recorded?
With your consent, an AI transcription tool writes up your consult for your clinical notes, and no audio is kept. A member of our team reviews the write-up before it’s used, and clinical decisions are always made by your doctor. See our privacy policy.
Switching and leaving.
Can I switch to High Ground from another clinic?
Yes. Book as a new patient. You don’t need a discharge letter. See switching clinics.
Can I leave whenever I want?
Yes. When you ask, we’ll give you a copy or summary of your health records, or send it to your GP or another provider you nominate, at no cost.
How do I reach a person?
Send a message through our contact page or email hello@highgroundclinic.com, and a person from our team aims to reply within 2 business days. For anything urgent, call 000.
How do I make a complaint?
Email hello@highgroundclinic.com. High Ground will acknowledge your complaint within 2 business days and aim to resolve it within 30 days, keeping you updated along the way. Most complaints are resolved sooner. If you’re not satisfied with our response, our privacy policy lists the health complaints body in each state and territory.
Choosing a clinic?
Our checklist of questions to ask a telehealth clinic works for any clinic, including us.