Telehealth questions, answered

NexaHealth is an Australian telehealth service. You speak with a qualified Australian practitioner by secure video about everyday health, mental wellbeing and healthy ageing. Your consultations, results and care plan sit together in one record, so your history carries forward to your next appointment. Consultations are available Australia-wide.

Booking a NexaHealth appointment takes three steps. Choose the service you need, pick a time that suits you, then connect with a qualified Australian practitioner by secure video at that time. There is no lock-in contract, so you can book a single consultation or join a membership for ongoing care.

Cancellation and rescheduling conditions for a NexaHealth appointment are shown at the time of booking, and are also set out in our Terms. If you need to change an appointment, let us know as early as you can. You can reach us through the details on our Contact page.

For a NexaHealth video consultation you need a device with a camera and microphone, a stable internet connection, photo identification, and a quiet, private space where you feel comfortable talking. It also helps to have a list of your current medicines and any recent results nearby.

Every NexaHealth consultation is a live video conversation with a qualified Australian practitioner. Your practitioner reads your history before the call, asks about what is going on, and talks through your options with you. Any clinical decision is made by that practitioner during the call, and what you discuss stays on file.

Not in every case. A Mental Health Treatment Plan is a Medicare item with its own rules, including requirements about your usual practice and your recent appointments there. Your NexaHealth practitioner will explain whether those rules are met for you. Where they are not, they can still offer private mental health support.

A consultation can end in several ways. Your practitioner may give advice, suggest monitoring, arrange a follow-up, request a test, agree a care plan, refer you to another doctor, or recommend an in-person assessment. A prescription is one possible outcome, if deemed medically appropriate. Sometimes the right outcome is no treatment.

Telehealth is not suitable for all health concerns. Depending on your circumstances, your practitioner may recommend in-person assessment, urgent care, a GP review, a referral to another doctor, further investigation or no treatment. If your situation is urgent, call 000. For crisis support, call Lifeline on 13 11 14.

A prescription is one possible outcome of a NexaHealth consultation, and only where your practitioner considers it clinically appropriate. Your practitioner may instead recommend advice, monitoring, a test, a care plan or no treatment. Some medicines are also not suitable to prescribe by telehealth, and your practitioner will explain why if that applies to you.

You can request a repeat prescription review online with NexaHealth. The review itself is a live video consultation with a qualified Australian practitioner. Whether a prescription is issued is subject to that assessment, medication safety checks and clinical appropriateness. A prescription may be issued if it is clinically appropriate for you.

A medical certificate may be issued after a NexaHealth consultation, where your practitioner assesses one as clinically appropriate. Every certificate follows a live video consultation with a qualified Australian practitioner, and a certificate is never automatic. The dates a certificate covers are part of that same clinical assessment.

Where clinically appropriate, your NexaHealth practitioner may provide a referral to another doctor or a pathology request during your consultation. Both are clinical decisions your practitioner makes after talking with you. A referral does not guarantee that Medicare will cover the cost, or that the other doctor will accept it. Results are added to your record.

NexaHealth works alongside your usual care. With your consent, your practitioner can help keep your care coordinated with your regular GP, so the people involved in your care are working from the same information. You can keep seeing your own GP and use NexaHealth as well.

Yes. NexaHealth consultations are held by secure video, and your personal and health information is handled in line with our Privacy Policy and the Australian Privacy Principles. Your practitioner confirms who you are at the start of the call, and will ask whether anyone else is in the room with you.

Your health information is used to provide your care. It is seen by the practitioners involved in your care and by the staff who need it to run the service. NexaHealth handles your information under the Australian Privacy Principles. Our Privacy Policy sets out how it is stored, used and disclosed.

Yes. You can ask NexaHealth for a copy of your health record, or ask for it to be sent to your regular GP or another provider. Requests are made in writing and handled under our Privacy Policy. We may ask you to confirm your identity, and an administrative fee may apply.

NexaHealth memberships are $29 a month for Essential and $79 a month for Continuity. Both prices are indicative and exclude any prescribed medication, which is billed separately. You can also book a one-off consultation without a membership. Full details sit on our Pricing page.

No. You can book a one-off NexaHealth consultation with a qualified Australian practitioner without joining anything. A membership is there if you want ongoing, coordinated care with reviews and follow-up built in. There is no lock-in contract, and you can cancel your membership at any time.

NexaHealth fees are shown before you confirm a booking. Whether a private health fund pays a benefit towards a telehealth consultation depends on the fund and your level of cover. Check with your fund directly before you book, as NexaHealth cannot confirm what any fund will pay.