Questions to ask
Questions to ask a telehealth clinic before you book.
Before you book any telehealth clinic, including us, it’s worth asking six things. Who will you speak to, what does everything cost, will you keep the same doctor, how is your GP involved, where are your records kept, and how can you leave? At High Ground, an Ahpra registered nurse calls you first, then an Ahpra registered doctor, and the $0 initial consult covers both calls. You keep the same doctor at your follow ups, your records are stored in Australia, and you can stop at any time, with a copy of your records sent to your GP or another provider when you ask.
Who you’ll speak to.
What should I ask a telehealth clinic?
Ask who you’ll speak to, what everything costs, whether you keep the same doctor, how your GP is involved, where your records are kept and how you can leave. The questions below take each of those in turn.
Who will I speak to on the call?
Knowing who is on each call, and how to check their registration, tells you who is making decisions about your care.
At High Ground, an Ahpra registered nurse calls you first, then you speak with an Ahpra registered doctor. You can look up both on the Ahpra register.
Is the consult a phone call, a video call or a form?
How the consult happens shapes how you plan for it, and whether you can ask questions as you go.
At High Ground, every consult is a phone call with a person, at a time that suits you.
How soon can I speak with someone?
Knowing the wait helps you plan around work and other commitments.
At High Ground, same-day nurse calls are usually available, and your doctor consult is usually within 24 hours of your nurse call.
What you’ll pay.
What does the first consult cost, and what does it include?
What the first fee covers tells you who you’ll speak with on that first booking, and what you’ll pay for it.
At High Ground, the $0 initial consult covers your nurse call and your first doctor consult, and you can book it without a credit card.
What do follow ups cost, and when do I pay?
Follow ups are where most consult costs sit over time, so the price and when it’s charged both matter.
At High Ground, follow up consults are $28 each. You choose a time in the patient portal, then pay to confirm.
What else might I pay for besides the consult?
Knowing every fee lets you work out the real cost over a year.
At High Ground, consultation fees are the only fees we charge. Any pharmacy confirms its own costs with you before dispensing. Our pricing page sets out each fee.
Can I choose my pharmacy?
It helps to know whether you can choose where a prescription goes before you need to.
At High Ground, you choose. We can suggest a licensed Australian pharmacy, or you can name your own. See how it works.
Your ongoing care.
Will I see the same doctor each time?
A doctor who already knows your history can pick up where you left off.
At High Ground, you see the same doctor at your follow ups, and they review your history before each consult.
Do I need a referral from my GP?
It’s worth knowing before you book, so you don’t wait on a GP appointment you may not need.
At High Ground, you don’t need a referral.
Will my GP be told?
It’s good to know how your GP is involved, and whether that’s your choice.
At High Ground, it’s your choice. If you’d like us to keep your GP in the loop, we will.
Does the fee depend on what the doctor decides?
Knowing how clinical decisions are made, and what you pay either way, tells you what to expect from the first consult.
At High Ground, your doctor makes a clinical decision and records the reasoning behind it. The $0 initial consult costs the same whatever your doctor decides.
How do I reach someone between consults?
Questions often come up after the call has ended, so it helps to know how to get in touch and who replies.
At High Ground, 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.
Your rights and records.
What are the cancellation rules?
Knowing the notice period, and what happens if you miss a call, means a busy week costs you as little as possible.
At High Ground, you can cancel or reschedule a follow up consult at no cost up to 24 hours before the booked time. The full rules are on our pricing page.
How do I make a complaint?
A clear process, with a timeframe, tells you a concern will be taken seriously.
At High Ground, email hello@highgroundclinic.com. We acknowledge complaints within 2 business days and aim to resolve them within 30 days. Most are resolved sooner.
How do I leave, and what happens to my records?
Records are easier to move when you already know the process.
At High Ground, you can stop at any time. 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.
Where are my records kept?
Your health information is personal, so where it’s stored and who can see it matters.
At High Ground, your clinical record and prescriptions are stored in Australia, and our privacy policy explains who can access them.
Can I check the clinic and its clinicians myself?
Public registers let you check for yourself, without taking anyone’s word for it.
At High Ground, every nurse and doctor is on the Ahpra register, and the company, High Ground Healthcare Pty Ltd, ABN 14 695 476 861, is on ABN Lookup.
Where can I read more?
Our how it works page walks through each step, our FAQ answers the questions we hear most, and moving from another clinic is covered in switching clinics.
- How it works Each step, who calls you and when
- Pricing What our fees cover
- FAQ The questions we hear most
- Switching clinics Moving to us from another clinic
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