Frequently Asked Questions

An express online consult is a convenient way to request a prescription for common medical issues, Australia wide, 7 days a week.

You can have a script sent to your phone by SMS or to your nominated email address. These are electronic prescriptions in the form of secure QR Code. Once you receive your online prescription you can walk into any pharmacy and have it scanned and dispensed.

Even easier, upload your online prescription on the Medmate website choose your local pharmacy and have your medication express delivered.

Get a fast online consult with Medmate.

Choose the appropriate symptom category above. Choose the symptom that best fits your current medical issue.

Then simply answer some important questions about your medical problem.

The doctor uses this information to understand the issue and formulate a diagnosis. Expect a call from the doctor. You’ll receive an SMS prior to the call.

Following this assessment the doctor will issue the most appropriate medication for your problem. The doctor will also SMS or email important health management information to help. Remember, getting better is not just about medication, our doctor’s think about your problem holistically and have your overall best health in mind.

Any scripts will be issued electronically via SMS. Usually, you will have your script within minutes (for orders placed 8am to 8pm AEST, 7 days) or they will be issued when Medmate Telehealth opens the next morning.

The doctor will review all the information in your online consult and call you to gather further information. The doctor uses this assessment to formulate the best treatment plan.

If medications are clinically indicated, the doctor will prescribe the most appropriate medication for that problem.

Our doctors use evidence based Australian Therapeutic Guidelines to guide their medication choice. It’s important to remember, that medications are not always the answer. The doctor will provide home care advice that may not involve the use of medications such as antibiotics.

Medmate doctors may not prescribe controlled substances, narcotics or opioids or any controlled and monitored drugs and medications requiring close monitoring by a doctor. Our doctors reserve the right to decline prescribing any medication or refusing to provide Medical Certificates, based on their professional medical advice.

Yes absolutely, this is strongly advised and encouraged.

You will receive an email following the express consult. This will include our doctor’s advice about the management of your current problem. You can discuss this plan with your GP when you see them.

We are also able to forward a copy of the doctor’s treatment notes to your regular GP if you consent and provide us their details. When you complete the online request form, please fill in the details of your regular medical clinic. Notes will be forwarded to your GP usually within 48 hours.

If your GP has any questions for our doctor, they are very welcome to call 1300 858 909 or email reception@medmate.com.au. We will organise for the treating doctor to call them back as soon as possible.

No worries, simply select a ‘General Medical Consult’ and you can chat with a Medmate doctor. Our doctors will take a more detailed consultation via phone or video consult to understand how best to treat your problem.

An online prescription is a safe and convenient way to renew your regular prescription when your local GP is unavailable. After your consult, your prescription will be sent to your phone by SMS or to your nominated email address. These are electronic prescriptions which are a form of secure QR Code. Once you receive your online prescription you can walk into any pharmacy and have it scanned and dispensed. Even easier, upload your online prescription on the Medmate website choose your local pharmacy and have your medication express delivered.

Choose the appropriate medication category, tell the doctor which medication you need (e.g medication name and dosage) and answer a few important safety questions.

Your online prescription request will be reviewed by a Medmate doctor and if approved as clinically appropriate, your script will be issued electronically via SMS and email. Please note that requests are all individually reviewed by an Australian registered doctor who will call for clarifying information. Doctors exercise independent professional judgement on the safety and appropriateness of approving a prescription renewal based on their clinical assessment.

Usually, you will have your script as soon as possible (for orders placed 8am to 8pm AEST, 7 days) or they will be issued when Medmate Telehealth opens the next morning.

Our doctors follow AHPRA guidelines for the safe provision of telehealth services and may require a telephone or video consultation to be able to prescribe safely.

You can order several medication categories online for a script renewal.

Online prescriptions are for script renewals of regular medications only.

The doctor uses the information in your prescription request to understand your medical history. The doctor will call you to clarify or gather further information. So please expect a call, usually within 2-4 hours (8am to 8am Australian Eastern Time).

There are medications that may be unsuitable for a prescription renewal for several reasons. Some of the reasons may be (but not limited to):

• the medication requested is not a script renewal but a medication for a new or acute medical condition.
• the medication requires information for a Medicare authority application.
• the medication can only by prescribed by a specialist medical practitioner (such as a dermatologist or neurologist).
• the medication is a restricted substance with substantial risk of abuse or addiction or is requested for an off label indication.
• based on your answers to the Digital Medical Consultation, the doctor has assessed the risk as unsuitable for without a face to face assessment.

For these types of reasons, following a review of your prescription request, the doctor may request you book in for a followup Telehealth consultation or that your request is cancelled and refunded.

As Australian registered doctors, our doctors are independent practitioners and exercise independent clinical judgement. Doctors exercise independent professional judgement on the safety and appropriateness of approving a prescription renewal based on their clinical assessment.

Doctors at this clinic do not prescribe any restricted or monitored medications. 

The clinic supports RACGP guidelines that patients should only receive these medications from their regular General Practitioner.

Medmate doctors will not prescribe controlled substances, narcotics or any controlled drugs and medications requiring close monitoring by a doctor. Our doctors reserve the right to decline prescribing any medication or refusing to provide Medical Certificates, based on their professional medical advice.

Doctors at this clinic do not prescribe any restricted or monitored medications. 

It depends on the medication selected. If available, you can add maximum repeats at checkout.

Doctors exercise independent professional judgement on the safety and appropriateness of approving a prescription renewal based on their clinical assessment.

Yes absolutely, this is strongly encouraged.

We are also able to forward a copy of the doctor’s treatment notes to your regular GP if you consent and provide us their details. When you complete the online request form, please fill in the details of your regular medical clinic. Notes will be forwarded to your GP usually within 48 hours.

If your GP has any questions for our doctor, they are very welcome to call 1300 858 909 or email reception@medmate.com.au. We will organise for the treating doctor to call them back as soon as possible.

No worries, simply book a General Medical consult with a Medmate doctor. Once our doctors understand your medical history and have set you up in our system, you will be able to discuss your clinical request with the doctor.

Doctors exercise independent professional judgement on the safety and appropriateness of approving a prescription renewal based on their clinical assessment.

A medical certificate, also known as a doctor’s certificate or a sick note, is an official document issued by a licensed medical practitioner that confirms a patient’s medical illness. It may provide details such as the patient’s diagnosis, the severity of their illness or injury, and the expected duration of their recovery. Medical certificates are typically used to support requests for sick leave, disability benefits, or insurance claims. They can also be required by employers, schools, or other organizations as proof of a legitimate absence due to illness.

If you work for an Australian employer, you may be required to produce a valid medical certificate if you are unfit for work due to medical reasons. An employee has to let their employer know that they are unfit to work and need sick or carer’s leave. This has to be done as soon as possible, and can be after the leave has started. Employees need to specify how long they expect to be unable to work.

An employee who doesn’t give their employer evidence when asked may not be entitled to be paid for their sick or carer’s leave.

An employer may request evidence from an employee to confirm that their leave was taken due to:

Inability to work as a result of illness or injury, or the need to care for or support an immediate family or household member affected by illness, injury, or an unforeseen emergency.

Employers can request evidence even for a single day or less of absence.

If an employee fails to provide the requested evidence, they may not be eligible for paid sick or carer’s leave.

Awards or registered agreements can outline when an employee must submit evidence and the type of evidence required. The requested evidence should always be reasonable given the situation.

The completion of a medical certificate is subject to the doctor’s assessment of the presented issue and its clinical reasonability. This evaluation relies on the information provided in the online clinical declaration and the subsequent telephone or video consultation with the doctor.

Please note that not all medical certificate requests will be approved. If deemed necessary, you might receive advice to visit a local General Practitioner for an in-person clinical assessment.

When you are applying for a medical certificate online, it is important to understand that these certificates are legal in Australia as acceptable evidence of sick or carer’s leave.  Online medical certificates can be accepted by employers, insurance companies and other organizations that require evidence of illness or injury.

The doctor must complete an assessment of the issue and it’s whether it is clinically reasonable to issue a medical certificate. Not all medical certificates are approved. You may be advised to see a local GP if a face to face clinical assessment is required.

Yes.  An online medical certificate is valid if it has been issued by an Australian registered doctor. This serves as a valid proof for your employer.

Fill in a simple questionnaire to make it easy for the doctor to assess your current illness. The doctor will call you to get some more information or provide some helpful advice.

This is a clinical request only and doctors may decline a request if the assessment is not clinically safe or appropriate.

Certificates are sent quickly and securely to your email address if approved by our doctors.

With Medmate you can get an online medical certificate for:

• Work
• School
• University
• Carer’s Certificates

Medmate online medical certificates are $19.90 Same day or $29.90 multi-day.

Medmate abides by strict privacy principles.

Your medical details are completely confidential between you and the doctor.

It is not reasonable, and not supported by the Fair Work Act, for employers to ask details about your illness.

Medmate will reasonably confirm the validity of medical certificates as required. No details about your medical issues will ever be provided to an employer.

We are unable to list this class of treatments by name.

You will have to proceed to a free health practitioner consult stage with Medmate to learn about your options.

Your clinician may advise these treatments as part of your weight loss program.

Our clinical team will conduct a thorough health assessment and eligibility review. The choice of treatment will be contingent upon their safety in your specific circumstances.

For individuals with a personal or family history that may slightly elevate the risk of extremely rare side effects, your health practitioner will prioritise caution and suggest alternative options in such cases.

Initial consultations are free. If you are eligible for the Clinician Led Weight Loss Program, the commencement cost of this program (including the treatment, home care pack, delivery and regular health practitioner support) is $399 a month.

A high protein and nutritious diet is paramount to successful weight management. Your doctor will guide you through calorie tracking and set your daily calorie target. You must achieve a sustainable daily calorie deficit (at least by 500 calories). Medications may assist in acheiving this goal. Referral to a dietitian may also be recommended to formulate a meal plan aligned with your goals. It’s important to retain lean muscle mass and will involve tracking your macro nutrients to ensure you hit your protein targets for each day. We recommend a tracker such as My Fitness Pal to track daily calories and macros.

Calculate your basal metabolic rate and subtract 500 to get your daily target. For example if your basal metabolic rate was 2000 calories, subtract 500 to get a daily target of 1500 calories.

Calculate your basal metabolic rate here.

Gradually integrating regular physical activity into your routine can contribute to the attainment and maintenance of a calorie deficit and a healthy weight. The objective is to increase daily movement while adhering to your calorie target, eventually creating a calorie deficit conducive to weight reduction. Increasing lean muscle mass over time means your body burns more energy at rest allowing you to maintain a healthy weight and a leaner and more muscular physique. It’s a learning curve, the first step is to kick start the calorie deficit, measure results regularly and learn about how to incorporate both aerobic and resistance activity into your daily life. This is about lifestyle change. In time, your new habits will involve a healthier diet and regular activity that will keep you lean for the long term.

Integrating clinical weight loss treatments with MyFitnessPal’s nutrition tracking leads to more sustainable results. By logging your food intake, you can ensure you’re meeting essential nutritional needs, particularly tracking protein to prevent muscle loss and maintain lean muscle mass.

Medmate members can enhance their success through a holistic approach with MyFitnessPal’s in-app Nutrition Plan and Recipe Collection. Beyond tracking weight, food intake, and medications, members gain access to a library of exercise videos to support muscle maintenance and easy methods for logging nutrient-dense foods within their plan.

As part of your program, you will receive a free premium subscription to MyFitnessPal to track both nutrition and exercise. You can choose to share your progress with your online clinician during each check-in.

It all starts with a free first meeting with a clinical nurse to get things going.

This is a no obligation chat to understand things like your Body Mass Index (BMI), any health issues you already have, and whether your past efforts to lose weight have worked.

Our team will talk to you about whether you meet eligibility for the program.

Sign Up

Mental health is important for several reasons, both on an individual and social level. Here are some of the reasons why mental health is important:

• Overall well-being: Good mental health is essential for your overall well-being and quality of life. It includes the ability to cope with stress, maintain positive relationships, and contribute to your relationships and society.
• Physical health: There is a strong link between mental and physical health. Poor mental health can lead to physical health problems such as chronic disease – heart disease, stroke, pain, diabetes and dementia.
• Productivity: Mental health affects your ability to function effectively in your personal and professional life.
• Relationships: Mental health impacts your ability to form and maintain positive relationships with others. It can also affect the quality of those relationships.
• Economic impact: Poor mental health has significant economic consequences for individuals, businesses, and society as a whole. It can lead to increased healthcare costs, lost productivity, and decreased economic growth.
• Stigma reduction: Improving mental health awareness and reducing stigma can encourage individuals to seek help when needed and improve overall mental health.

In summary, good mental health is important for individuals to lead fulfilling lives and contribute to society. It is also crucial for the economic and social well-being of communities and society at large. By prioritizing mental health, individuals and society as a whole can benefit from improved well-being, better relationships, productivity, and quality of life.

Mental health professionals are here to assist and talk through your emotions and thoughts. Mental health challenges are common but very treatable.

During your appointment, share your feelings openly with the doctor. It’s okay to feel nervous, which is a common response. Doctors regularly assist individuals with mental health care plans, and they are trained to listen.

The doctor will inquire about your recent feelings and experiences.

You may be asked to return for another appointment before the doctor determines if a mental health care plan is suitable for you. During the mental health care plan session, the doctor will create a personalized treatment plan, which may include medications and referrals to psychologists and psychiatrists as necessary. With a mental health care plan, you can benefit from subsidized psychology consultations through Medicare.

Feeling apprehensive or uncertain about reaching out for help is completely normal.

You might be hesitant to share your thoughts and emotions or believe that your situation isn’t severe enough to warrant support. You could also be worried about becoming a burden to others.

The mental health care community consists of compassionate, non-judgmental professionals helping individuals, like yourself, who are at various points in their path to recovery.

We are here to stand by you and provide the support you need.

Depression is a mental health condition that is characterized by a persistent feeling of sadness or loss of interest in activities that one once enjoyed. Depression is a common but serious mood disorder that affects how a person feels, thinks, and handles daily activities, such as sleeping, eating, or working. The condition can lead to a variety of emotional and physical problems and can affect all aspects of life, including relationships with family and friends. Depression alters all aspects of life such as motivation, sleep, energy levels, sex drive, appetite, and ability to cope with life stressors. Patients have no conscious control over these symptoms as they are due to an imbalance of a mood regulating neurotransmitter in the brain.

One in seven Australian’s take antidepressants for anxiety and depression daily.

If you are on a regular medication for a mental health condition such as depression or anxiety, you can have your prescription renewed online with a Medmate doctor.

Symptoms of depression may include persistent feelings of sadness, anxiety, or emptiness, feelings of hopelessness or pessimism, feelings of irritability, frustration, or restlessness, loss of interest or pleasure in hobbies and activities, fatigue or decreased energy, difficulty sleeping or oversleeping, appetite changes or weight loss, difficulty concentrating or making decisions, and thoughts of death or suicide.

The exact cause of depression isn’t known, but there are a number of things that can  contribute to its development, from biological risk factors to external circumstantial events. Depression is multifactorial – that means it’s usually due to a combination of biological, psychological and social factors. Learn more about the causes of depression.

Depression is a treatable condition. Research indicates that employing a biopsychosocial approach is most effective in creating a treatment plan. The connection and interdependence between the mind and body play a crucial role in addressing depression.

Anxiety is a medical condition marked by persistent and excessive worry. While stress and concern are natural responses to challenging situations, these feelings typically subside once the situation has passed or the stressor is removed. Anxiety becomes a disorder when these feelings persist or occur without any specific reason.

Various forms of anxiety exist, ranging from mild to severely distressing, and can impact an individual’s ability to engage in and enjoy everyday activities. It is possible for a person to experience more than one type of anxiety. Some individuals may also suffer from depression alongside anxiety, putting them at risk of developing issues such as alcohol or drug abuse.

Social anxiety, also known as social anxiety disorder (SAD) or social phobia, is a mental health condition characterized by an intense, disabling fear of social situations, such as meeting strangers, dating, or public speaking, in which embarrassment or negative judgment by others may occur. People with social anxiety fear being judged and evaluated negatively by others, leading to feelings of inadequacy, inferiority, self-consciousness, embarrassment, humiliation, and depression. This fear can lead to intense discomfort and avoidance of social situations. The good news is that social anxiety disorder is treatable, and people can learn to manage their symptoms and live fulfilling lives.

To determine whether you have anxiety, you can evaluate your symptoms and their frequency. Anxiety issues can be challenging to identify because they often develop gradually and it can be difficult to determine when worry becomes excessive.

Typical anxiety is temporary and linked to specific situations or events, such as job interviews or exams. In contrast, anxiety experienced by those with an anxiety disorder is more constant, frequent, and not always related to an apparent stressor. While each anxiety disorder has unique characteristics, some common symptoms include:

• Physical symptoms: panic attacks, racing heart, hot and cold flashes, chest tightness, rapid breathing, restlessness, or tenseness.
• Psychological symptoms: excessive fear, worry, catastrophizing, or obsessive thinking.
• Behavioral symptoms: avoidance of situations that trigger anxiety, potentially impacting your studies, work, or social life.

Anxiety can manifest in different ways, and a medical professional can provide an accurate diagnosis based on your symptoms and medical history.

To get your mental health medication renewed with Medmate, follow these steps:

Complete the online digital medical consultation questionairre. Make sure you provide all the information the doctor needs about your allergies, current medications and current medical conditions.

Prepare for the phone consultation: The doctor will call you to clarify information. Gather information about your current medication, including the name, dosage, and the regular prescribing doctor. Also, note down any concerns or questions you have related to your medication.

Attend the phone consultation: Attend the virtual appointment with the Medmate doctor. Discuss your mental health condition, your current medication, and any concerns you may have. Be honest and open about your symptoms and experiences.

Request a prescription renewal: During the consultation, ask the doctor if they can renew your mental health medication. If they agree, they will provide a new prescription for you.

Fill your prescription: After receiving the prescription, you can use the Medmate platform to order your medication. It will be delivered to your preferred address or can be picked up from a selected pharmacy.

Follow up: If necessary, schedule follow-up appointments with your Medmate doctor to monitor your progress and ensure proper medication management.

By following these steps, you can conveniently renew your mental health medication through Medmate and ensure that you receive the appropriate care and support for your wellbeing.

During an online consultation, you will discuss your symptoms, concerns, and medical history with the doctor. They may ask questions to better understand your situation and provide a diagnosis. Based on their assessment, the doctor will recommend appropriate treatment options.

Yes, online doctor consultations are confidential and follow strict privacy guidelines. Online doctors are registered Australian medical practitioners. Your personal information and medical records are protected under Australian privacy regulations.