Terms & Conditions.

The High Ground Clinic website, patient portal and services are operated by High Ground Healthcare Pty Ltd (ABN 14 695 476 861), trading as High Ground Clinic (“High Ground Clinic”, “High Ground”, “we”, “us”).

• Website visitors: by using our website, you agree to these Terms as they apply to the website.
• Patients: when you create an account, we ask you to confirm that you have read and accept these Terms in full, including “Our clinical services”. We keep a record of the version you accepted.

The information on our website is general information only and should not be relied on as medical advice. For advice about your own health, speak to a qualified healthcare practitioner.

We make reasonable efforts to keep website content accurate, but we do not guarantee it will always be complete, current or error-free. We may update website content without notice.

Suitability

Our services are available to people aged 18 and over who are located in Australia.

How our service works

You start with an anonymous online suitability check. If you are suitable, you book an initial consultation, made up of a phone call with one of our nurses followed by a phone consultation with one of our doctors. Follow-up consultations are booked through your patient portal.

Fees

• Initial consultation: $0 for new patients. This covers the nurse call and the first doctor consultation, and no payment or card details are needed to book it. There is no obligation to continue with our service, and the initial consultation is $0 whether or not a prescription is issued.
• Follow-up consultations: $28 each, booked and paid for through your patient portal at the time of booking.
• Medicines: any medicine prescribed is supplied and charged for separately by the dispensing pharmacy, including any delivery fee the pharmacy charges.

We will tell you about any change to our fees before you book. A fee change does not affect a consultation you have already paid for.

Cancellations and missed appointments

• You can cancel or reschedule a follow-up consultation at no cost up to 24 hours before the booked time.
• If you cancel less than 24 hours before the booked time, or miss the consultation, the fee is not refundable. A consultation is missed if our clinician calls at the booked time and cannot reach you after three attempts over 10 minutes.
• If we need to cancel or reschedule your consultation, or it does not go ahead for a reason within our control, we will offer you another time or a full refund.

Our fee is for the consultation. A clinical decision not to prescribe is not, by itself, a reason for a refund. Nothing in these Terms limits your rights under the Australian Consumer Law.

No guarantee of treatment

Whether a prescription is appropriate is a clinical decision made by your doctor. Booking a consultation does not mean you will receive a prescription.

Choice of pharmacy

You can have your prescription dispensed at any pharmacy that is able to dispense it. We also offer an optional arrangement with a partner pharmacy to make dispensing easier. Using it is your choice, and choosing another pharmacy does not affect your care or our fees.

Telehealth and emergencies

Our consultations take place by phone and are not suitable for emergencies. If you need urgent care, call 000 or go to your nearest emergency department.

Your responsibilities

• Give us accurate and complete information, including all medicines you take and any other doctor who prescribes for you.
• Verify your identity when we ask you to.
• Tell us promptly about changes to your health, medicines or contact details.
• Use any medicine only as prescribed for you, and do not share it with anyone else.
• Keep your patient portal login details secure.
• Treat our staff with courtesy and respect.

Declining or ending care

We may decline to provide care, or stop providing it, if:

• our clinicians decide our service is not clinically suitable or safe for you;
• you give us false or misleading information; or
• you are abusive or threatening towards our staff.

If this happens, we will tell you and, where appropriate, recommend other options for your care. You can stop using our services at any time.

Continuity of care and your records

If you stop using our services, or we stop providing care to you, we will, at your request, give you a copy or summary of your health records, or send it to your GP or another healthcare provider you nominate. You can also request access to your health information at any time, as set out in our Privacy Policy.

All text, images, logos and other content on our website and patient portal belong to High Ground Clinic unless otherwise stated. You may not reproduce, distribute or use any of this material without our prior written permission.

To the extent permitted by law, we are not responsible for loss arising from reliance on general information on our website in place of individual advice from a healthcare practitioner. This does not limit our responsibility for the clinical services we provide to you.

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

Our website may include links to third-party websites. We have no control over, and are not responsible for, the content or privacy practices of those websites.

Our Privacy Policy explains how we collect, use, store and share your personal information.

These Terms are governed by the laws of Queensland, Australia. You and we agree to the non-exclusive jurisdiction of the courts of Queensland.

We may update these Terms from time to time, for example to reflect changes to our services, fees or the law. If a change affects your fees or your rights as a patient, we will notify you at least 14 days before it takes effect. If you do not agree with a change, you can stop using our services at any time without penalty. A follow-up consultation you have already paid for will go ahead on the terms that applied when you booked it, or be refunded if you cancel it.

High Ground Healthcare Pty Ltd, trading as High Ground Clinic
Level 19, 10 Eagle Street, Brisbane QLD 4000, Australia
hello@highgroundclinic.com

High Ground Clinic does not advertise any specific medicine, product, brand, or therapeutic indication.