Your Rights as a Medmate Patient

At Medmate, we are committed to providing safe, high-quality, person-centred healthcare. Our approach is guided by the Australian Charter of Healthcare Rights, which outlines what every patient can expect when receiving healthcare in Australia—whether in person or via telehealth.

Your Rights

When using Medmate, you have the right to:

1. Access
Receive timely and appropriate care, including telehealth consultations, prescriptions, pathology and radiology referrals, and follow-up support.

2. Safety
Expect safe, evidence-based care delivered by qualified Australian-registered clinicians operating under robust clinical governance.

3. Respect
Be treated with dignity, courtesy and without discrimination, regardless of your background, gender, age, identity, or beliefs.

4. Partnership
Be involved in decisions about your health. You can ask questions, seek second opinions, and participate in developing your care plan.

5. Information
Receive clear, understandable information about your condition, treatment options, risks and benefits, costs, and follow-up steps.

6. Privacy
Have your personal information protected in line with the Australian Privacy Principles and Medmate’s strict security and confidentiality standards.

7. Feedback
Provide feedback, make a complaint, or raise concerns without it affecting your care. We are committed to transparent, fair, and timely resolution.

Your Responsibilities

To help us deliver safe and effective care, we ask all patients to:

1. Provide accurate information
Share complete and honest details about your symptoms, medical history, medications, and allergies.

2. Use the service appropriately
Engage with telehealth in a safe, private environment and follow the clinician’s instructions for investigations, medication use, and follow-up care.

3. Respect clinicians and staff
Interact respectfully with our doctors, nurses, pharmacists, and support team.

4. Follow up when required
Seek in-person care when advised, attend pathology or imaging as recommended, and notify us if your condition changes or worsens.

5. Understand the limitations of telehealth
Recognise that some conditions cannot be safely managed remotely and may require physical examination or emergency care.

Our Commitment

Medmate is dedicated to upholding the rights defined in the Australian Charter of Healthcare Rights, ensuring every patient experience—digital or in-clinic—is safe, respectful, and centred on your wellbeing.

For any questions and notices, please contact us at:

Email: admin@medmate.com.au

Last update: 16 November 2025