| We're gradually rolling Health Wallet out to patients to ensure we fix and improve based on ongoing feedback. Health Wallet is expected to be available to all patients by the end of September 2026, exclusively to patients through the HotDoc mobile app. |
Health Wallet is an upcoming secure feature inside the patient-facing HotDoc app that gives patients a single place to see their prescriptions, track remaining repeats, and take action when a script needs renewing.
It's designed to relieve administrative burden on practices by reducing patient-initiated contact for:
- Lost or misplaced scripts
- Last-minute requests due to running out unexpectedly
- Confusion about remaining repeats
- When a new prescription is needed
Patients can move directly from Health Wallet to booking an appointment, or to submitting a Routine Request if clinics have enabled it. Practices remain in control of all prescribing decisions – Health Wallet only manages visibility and administrative tracking on the patient side.
How we protect your patients' information
Health Wallet is built to keep patient health information secure and private, in line with the Australian Privacy Principles (APPs) and HotDoc's Privacy Policy.
- Encryption: data is encrypted in transit and at rest, so information is protected both when it's being sent and when it's stored.
- Access controls: only the patient and people they've explicitly authorised can view or manage information in their Health Wallet. Practice staff cannot access a patient's Health Wallet without that authorisation.
- Data hosting: all Health Wallet data is hosted on Australian-based servers.
- Authentication: patients access Health Wallet through their own secure, authenticated account, reducing the risk of unauthorised access.
- Compliance: HotDoc's handling of health information complies with the Privacy Act 1988 (Cth) and applicable state health records legislation.
| If you or your patients have questions about how their information is stored or used, refer them to HotDoc's Privacy Policy and Health Wallet Terms of Use. |
Supporting patients with Health Wallet queries
Please direct patients to the support articles below.
- Getting started with Health Wallet
- Adding and viewing your prescriptions
- Managing your Health Wallet settings
If they are experiencing any issues, please have them submit a patient support request so we can assist them directly.
FAQs
What is Health Wallet?
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Health Wallet is a patient-facing feature in the HotDoc app where patients store their prescriptions. Patients import an eScript or paper script once; it then reports status (active, expiring soon, expired) and repeats remaining.
Is there a cost to using Health Wallet?
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No. Health Wallet is a HotDoc feature exclusive to patients on the HotDoc app. Patients choose whether to use it, and practices can't control or drive individual uptake.
How do patients book in to refill their scripts?
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When a script is due, patients can book in with their care team – clinics they've previously booked with or manually added to their list – to submit a Routine Request or book an appointment.
Does Health Wallet change anything in my clinical software or workflow?
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No. Health Wallet operates on the patient's side of the HotDoc app. Your workflow for writing and sending scripts stays the same in Routine Requests.
Who is responsible for getting patient consent to forward scripts to someone else (e.g. a partner or carer)?
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The patient. Health Wallet is entirely patient-led: the patient chooses in their own HotDoc app where their scripts are forwarded. The GP and practice are not required to collect, manage, update, or verify that consent. When patients set up Health Wallet, they're shown – and must agree to – the Health Wallet Privacy Policy and Health Wallet Terms of Use before completing setup.
Do I need to check a patient's forwarding preferences before issuing a script?
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No. Continue sending scripts to the patient's usual contact details as normal – any redirection the patient has set up happens on HotDoc's side, not in your clinical workflow.
Am I liable if a script goes to the wrong person because of a forwarding preference?
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Because forwarding preferences are set and controlled by the patient within HotDoc, the practice is not responsible for managing or verifying that consent.
Does Health Wallet add extra administrative burden to the practice?
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Health Wallet is designed to relieve administrative burden from the practice, not add to it. By giving patients a clear, always-available view of their scripts and remaining repeats, it's designed to significantly reduce the number of calls practices receive about lost scripts, last-minute script requests, and confusion over how many repeats are left.
For practices that want to reduce admin load even further, enabling Routine Requests alongside Health Wallet removes even more of this burden by letting patients request routine scripts directly, cutting down on phone and front-desk interruptions.
Where do I send a patient who has a concern about Health Wallet or a forwarded script?
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Please direct them to our patient support portal – we will be able to assist them directly.
Who do I contact if my practice has a Health Wallet-related question or concern?
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Please contact HotDoc Support for assistance.