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Qualified Australian practitioners, Australia-wide · Consultations 7 am to 10 pm AEST, every day.

Communication Policy

Last updated: 14 August 2026

This policy explains how NexaHealth handles calls, emails and messages. It covers when you can reach us, how long a reply usually takes, and what to do when we are closed.

How to reach us

Please do not send detailed medical information through the contact form or by email. Clinical questions are handled inside a consultation, where your practitioner can ask you the right questions and record the answers in your file.

Consultation hours

Consultation hours are published on our pricing page and on the contact page. Appointment availability changes from day to day. The booking page shows the times that are actually open when you book.

After hours

We are not an after-hours or emergency service. When we are closed, no practitioner is monitoring email, the contact form or voicemail.

If you need care outside our hours:

  • For a medical emergency, call 000 or go to your nearest hospital emergency department.
  • For urgent health advice, call healthdirect on 1800 022 222. It is staffed by registered nurses, around the clock.
  • For crisis support, call Lifeline on 13 11 14.
  • For anything that can wait, book a consultation with us on the next available day.

How long a reply takes

We aim to respond to enquiries within one business day. Enquiries that arrive over a weekend or a public holiday are answered on the next business day. If your matter is urgent, please use the options above rather than waiting for a reply.

Test results

Where your practitioner requests pathology or imaging, they will tell you during the consultation who reviews the result, how you will be contacted, and what happens if the result needs attention sooner. A result is discussed with you, not sent without explanation.

Do not assume a result is normal because you have not heard from us. If you have not been contacted in the timeframe your practitioner gave you, please get in touch.

Your usual GP

With your consent, we can share a summary of your consultation with your usual GP, so your care stays joined up. You can ask us not to.

Privacy

Email and web forms are not completely secure. We handle your personal and health information in line with our Privacy Policy. Consultations take place over an encrypted video connection.

If something goes wrong

If you are unhappy with how we have communicated with you, please tell us. Our feedback and complaints policy explains how to raise it and what happens next.