Telehealth On Demand gives patients quick access to a GP for simple, one-off medical needs. There are a few different steps in the journey, depending on the type of consultation and how the patient engages with the service.

This includes: 

• Booking and pre-screening through the HotDoc app or website
• Matching with a GP who has availability
• Completing the consult via the HotDoc Sidebar Dialler
• Payment processing and post-consult feedback

This article will outline the patient's journey for a Telehealth On Demand consultation.

Booking a Consultation

1. The patient starts their booking from the homepage of their HotDoc account on the HotDoc website or app by selecting the Telehealth option. 
   
   The patient will always be shown options within their care team first. This includes a prompt to call the practice if they do not have any telehealth availability online.
   
   

   ⓘ Important info

   We will never show patients Telehealth On Demand options on your HotDoc practice or practitioner profiles.

2. The patient will then select a consult type.
   
   On this page, we clearly show the patient what the service is suitable for and not suitable for.
   
   

   Shown if the patient selects General Consultation

   
   
3. The patient will then answer a short series of screening questions to confirm their suitability and to help the participating Doctor provide a safe and high-quality Telehealth On Demand consultation.
   
   
   
   
   
4. The patient is required to accept the booking Terms and Conditions to proceed.
   
   
   
5. The patient enters their Medicare details so we can verify their ID.
   
   

   ⓘ Important info

   Telehealth On Demand is only available to patients who have a valid Medicare card.

   
   
   
   
6. The patient enters their contact details, including email, mobile number and address.
   
   
7. The patient is asked if they would like to share their consult notes with a nominated practitioner from their Care Team. 
   
   The patient can also choose to receive a copy of their own consult notes via email.
   
   

   To learn how we ensure that all patient notes are kept secure and private, please see:  How HotDoc protects patient notes

   
   
   

   Shown if the patient's GP was listed in the previous section

   Allows patients to access their own notes as well as, or instead of, their GP

   
   
8. The patient enters their payment details, which are captured securely. 
   
   They will then confirm their booking details and click Yes, pay now to proceed with the booking.
   
   
9. HotDoc matches the patient with a participating GP who has availability.
   
   

The Consultation

1. The patient receives an SMS with a confirmation of their appointment. This will also let them know which phone number the Doctor will call from. 
   
   
   
2. GP calls the patient using the Dialler, which comes through to the patient like a regular phone call.
   
   
   
   
3. An automated message plays, informing the patient that this is the call for their Telehealth On Demand appointment. 
   
   
4. The patient is connected to the GP.
   

After the Consultation

1. Payment is processed automatically after the consultation is complete.
   
   
2. The patient receives a payment receipt and is invited to provide feedback on their consultation.
   
   
3. If the patient opted to receive a copy of their appointment notes, these are emailed through to them.
   
   The follow-up email always recommends that the patient books a follow-up appointment with their regular GP to promote continuity of care.
   
   
   
   
   If the doctor was unable to complete consultation notes, the patient will be notified via email: