Pharmacy Telehealth Terms Of Use

This platform (Platform) is operated by Medmate Australia ABN 88628471509, or its successors and assignees (we, our or us).  The Platform is available through our pharmacy webportal, and may be available through other online addresses or channels, including on our website, medmate.com.au.

Medmate Telehealth

Medmate is a nationwide telehealth platform, delivering a range of affordable and convenient telehealth services at your patients’ fingertips. These services encompass on demand online prescriptions, medical certificates, and virtual doctor consultations, every day of the year.

Registered as an ePrescribing provider with the Australian Digital Health Agency, Medmate strives to deliver prompt and comprehensive healthcare solutions for patients seeking quick and convenient access when local GP appointments are unavailable.

Pharmacy Telehealth Summary – Shared Consultation Model

A patient arrives at the pharmacy, and the pharmacist recognises that the patient may benefit from a telehealth consultation.

  • The pharmacist undertakes in-store counselling and the patient is briefed on the telehealth service.
  • The patient is informed of the professional services fees required to be paid to the pharmacy. You are recommended to dispense the consult in your dispense software and the patient pays for the consult at your retail POS.
  • Price listed in the consult form is the Medmate price and will be billed to the pharmacy at the end of the month.
  • Consult RRP determined by pharmacy at an individual store level.
  • The fees collected acknowledge the collaborative consultation process, starting with the pharmacist and concluding with an online doctor.
  • The patient provides their information for scheduling the appointment and receives an SMS confirming that their booking has been sent to Medmate.
  • A Medmate doctor completes the telehealth consult via telephone or video consultation within 60 minutes.
    • Consultation times may vary dependent on accuracy of information in the referral form and contactability of the patient.
    • If the patient is uncontactable the pharmacy will be notified.
    • Medmate clinicians are independent practitioners and use their expert judgement to provide patients safe and personalised care. Clinicians are under no obligation to prescribe medication of any kind and will provide a management plan that is best suited to the needs of each individual after a comprehensive assessment of the medical needs.
  • Patients and referring pharmacies receive any electronic prescriptions generated during the consultation. These will appear in “Scripts Issued” in your Medmate portal and emailed to your pharmacy.

Acceptance

  • Terms of Use: Participating pharmacies need to agree to these terms with each referral to the online doctor.

Patient engagement and process

  • Eligible Patients: The program is available to anyone in need of telehealth.
  • Cost to Patient: Determined by your pharmacy. The patient is made aware of the fee that is required to be paid to the pharmacy prior to the consultation.
  • Dispense the Consult: You are recommended to dispense the consult fee in your dispense software and the patient to pay for the consult at your retail POS.
  • Medmate Fee: For every patient that is referred to Medmate and completes the telehealth consultation, the participating pharmacy will be invoiced at the end of the billing cycle (monthly).
  • Support: Patients and pharmacies have access to Medmate support team, available 9am-9pm AEST, 7 days.
  • Clinic operating hours: online clinical services are available 7am-11pm 7 days a week.
  • Receiving Prescriptions and Medical Certificates: If deemed clinically appropriate, prescriptions will be delivered via SMS and medical certificates via “Scripts issued” in your Medmate pharmacy portal.

General Terms

  • Pharmacy Details: It is the responsibility of the pharmacy to ensure that Medmate is notified of any changes to pharmacy details, such as email address or banking information.
  • Records and Audit: Medmate reserve the right to access, and the network pharmacy agrees to provide Medmate with access to all program information for audit purposes at any time during or after the program.
  • Program Changes: From time to time, Medmate may need to make changes to the Network pharmacies will be notified of such changes via email with 30 days notice.
  • General Terms and Conditions: the above program and conditions are applicable in conjunction with Medmate Terms and Conditions.

For any questions and notices, please contact us at:

Email: clinic@medmate.au

Last update: 27 August 2024