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Frequently asked questions

Read all our answers to the most commonly asked questions regarding online prescriptions, telehealth appointment, and online medical certificate services.

FAQ'S

General Questions

What are your opening hours?

Consulting hours: 8 am till 8 pm AEST (Brisbane)—Monday to Sunday.

Online appointment: Available 24/7.

How do I see an online doctor?

Please select the type of appointment and follow the steps. It’s effortless and easy. For some consults, we offer just questionnaire-based assessments; for others, it’s a combination of a phone call or video consult.

Is it safe to use your service?

Yes, we only offer consultations for conditions that can be assessed and treated online. That’s why our services are limited. We don’t offer any miracle cures or results. Panraa Clinics is created and run by Australian Doctors. We have no corporate or pharmacy affiliations. We only follow evidence-based medicine, and your safety is our priority.

What if I need to change my appointment?

Please email us at admin@panraaclinics.com.au, and we will try to accommodate your request as best we can.

What if I'm running late?

The doctor will call you at your appointment, and you can always explain that you are late. Alternately, just email us at admin@panraaclinics.com.au, and we will try to accommodate you as best we can.

What if I miss my appointment time?

Our doctors will call you on your mobile to either have a phone consultation or rearrange the consultation time. If you wish to cancel the appointment, our doctors will simply cancel the appointment, but please note that the consultations are non-refundable once booked.

Do you provide opioids, pain relievers, and sleeping aids?

We don’t provide any S8 or S4 drugs. In addition, we don’t prescribe any nerve pain medications, testosterone injections, hair loss treatments, sleeping aids, ADHD medications, antipsychotics, weight loss treatments, Sex change hormonal treatments, or fertility treatments. We don’t provide any regular medications for children. These are for safety reasons.

Many telehealth platforms offer similar services, so why should I use Panraa Clinics?

Panraa Clinics offers affordable telehealth consultations without compromising the quality of service provided. We provide consultations at affordable rates to make telehealth accessible for all. At Panraa Clinics, we have set guidelines and specific criteria for how we practice. We understand the limitations of telemedicine, and if anything is out of our scope of practice, we will inform you clearly without compromising your health and safety.

What makes Panraa Clinics different than other telehealth companies?

Panraa Clinics is owned and operated by Australian registered experienced doctors. No marketing gurus or tech giants can guide our policies. We are simple, hard-working GPs you have always seen working in various practices. We will only practice following Australian health guidelines and will never change our decisions based on corporate targets and pharmacy benefits. Our goal is to provide affordable, high-quality care for our patients when it's safe. Panraa Clinics brings doctors closer to patients through technology without any compromise. To put it simply, there is no middleman.

Why do you have few Google reviews?

We only ask patients once to provide honest reviews post-consult, and we never offer fake rewards or prizes to gain reviews. Our reviews are genuine patient experiences. Our main aim is to provide exceptional, reliable service. If you want to share your experience, we will be honored and thankful, but we will not push you for a review.

Where are your doctors based?

We are based in Brisbane and the Gold Coast region. We offer consultations all over Australia.

Why won't you offer services to children?

All children must be properly examined before receiving any treatment or advice. We don’t think children can be treated safely through telehealth and should always be examined face-to-face. This is purely our own decision after practicing as clinicians for several years. We think acute infections in children require proper examinations and decision-making, no matter how minor they may be.

What is Panraa Clinics?

Panraa Clinics is an Australian-based online digital health platform. Our doctors are Australian-trained and registered. We provide telehealth consultations. We bridge the gap between the patient and the doctor. We believe health should be accessible to anyone, anywhere, anytime. We aim to expand and evolve rapidly, and more services will be introduced as we grow. We uphold patient safety to the highest Australian standards without compromise.

FAQs for Medical Certificate

Can I get a medical certificate online?

Yes, you can get the medical certificate online, which will be issued by our doctors, who are fully registered with AHPRA, trained in Australia, and currently working. The medical certificate will be delivered directly to your email address, so please make sure you put the right email address when booking a consultation.

Can I get a medical certificate without seeing a doctor?

In most cases, you must complete an extensive questionnaire, allowing our doctors to issue a medical certificate safely. Sometimes, the doctor might give you a quick phone call to ask further questions. This ensures that we have everything and is a safe practice.

Is an online medical certificate legal?

Absolutely. Your medical certificate is a legal document. This certificate is the same as the one you would get from your local GP. You will find the questionnaire to be quite extensive, and this is to ensure we have all the information to provide a safe medical certificate.

Can I get a backdated medical certificate?

Yes, you can. However, we only provide backdated certificates for the previous day only. This ensures that our online platform is used only for legitimate reasons. We want to help patients with time constraints who need help seeing their regular GP. Your regular GP will still carry out your usual care

How many days can I get the certificate for?

We only provide a medical certificate that covers a maximum of 3 days in a row for most common medical conditions like gastroenteritis, migraines, period pain, back pain, etc., as we believe that a GP should assess any illness that lasts longer than this time period in a face-to-face consultation. This is a safe practice for both patients and doctors.

Would you write my diagnosis on a medical certificate?

We are not required to provide a diagnosis to your employer. Your Diagnosis is confidential. However, we can do so if you request and consent to this.

Can my employer verify the medical certificate?

Yes. Your employer can email us at admin@panraaclinics.com.au with your and their details, and we can verify the certificate within 24 hours with written confirmation of the certificate's validity.

I missed the court date / Parole attendance. Can I use this medical certificate?

No. We do not provide medical certificates for missing court dates /parole attendance. This requires more evidence and investigations, which can only be achieved through face-to-face consultation with a GP.

Is it 100% guaranteed that I will get the certificate?

We cannot guarantee 100%, depending on on doctor’s assessment. Our doctors will thoroughly review the questionnaire and treat it as appropriate. For audio consultation, the doctor will assess the situation during the call and immediately advise you of the outcome. Please kindly note that our doctors are well-trained and are on your side. They have no reason to be obstructive; it’s only in your best interest if they refuse a particular treatment. Your health and safety are our priorities, so we only follow evidence-based medicine and Australian guidelines. We aim to make this process simple, easy, and safe. Any consultation outside this platform's scope will be respectfully refused.

Do you provide work cover / Centrelink TAC certificates?

Sorry, no, we don’t. All these certificates require a prior history or extensive physical examination, which can only be done in a face-to-face consultation with a GP who has detailed access to your medical history.

Do you provide mask exemptions, vaccine exemptions, and COVID-19 clearance certificates?

Sorry, we don’t provide any exemptions, and we don’t provide any clearance certificates. The reason is that for exemptions, there are strict criteria that can only be assessed with access to detailed past medical histories, which only your regular GP can do. We believe you need a face-to-face consult and proper examination for clearance, which cannot be achieved in a telehealth platform. We hope you understand our position.

What details would you provide on the certificate?

We adhere to the Australian guidelines for writing a medical certificate. These are clearly explained in the RACGP guidelines as well. These include;

Patient demographics: Name and DOB
Doctor details include name, address, AHPRA registration number, and qualifications.
Dates on which the patient was unable to attend work/study
Diagnosis (only if the patient requests and consents this to be written; otherwise, it is not required)
The date on which the certificate is issued.
Doctor’s electronic signature

The certificate will be issued on our company's letterhead pad, containing our contact details for the employers if they need to verify the certificate's validity. We support our patients and stand by our decisions

What is the cost of medical certificates?

At Panraa Clinics, medical certificates are charged at an affordable cost of $25.99.

Is my information secure?

Panraa Clinics takes this matter very seriously. All your information is secured as per Australian standards. Your information is not shared with third parties. We use industry-leading software and encryption, just like your regular GP practice. All information is encrypted using 256-bit SSL/HTTPS enterprise-grade technology. To keep your data secure, robust user permissions enable us to control which staff see which data.

What is your refund policy?

Unfortunately, we don’t offer refunds. If the doctor has already issued a certificate but would like the dates changed, or you entered the wrong dates, we won’t amend the certificate. We won’t provide a refund, so please ensure that you select the dates correctly, as once the certificate is issued, it cannot be changed.

What if my appointment is canceled? Will I get a refund?

Please note that we don’t offer any refunds for changes of mind. Once a consultation is booked, a doctor is already assigned to it. We will provide a refund minus a $2 admin fee if the consultation is canceled at least 8 hours before the appointment time by proper email notification. After this point, no refunds will be issued.

For medical certificates, no refunds will be issued under any circumstances.

FAQs for Online Prescriptions

What are the steps for acquiring an online prescription?

Initiate the process by requesting an online prescription from Panraa Clinics and booking an appointment with an Australian doctor. These prescriptions are typically delivered to you instantly via email or text. Furthermore, Ensuring that you provide truthful responses to your conditions is essential for us to manage your medications effectively.

You can read our blog on how to get an how to get an online prescription.

In what form will I get my prescriptions?

We will send e-scripts directly to your email. This will open as a QR code. Simply present this QR code to any pharmacist in Australia, and your medications will be dispensed. No paper scripts, no postage fee, no waiting for Auspost deliveries. This is almost instant; once the doctor has done the assessment, scripts will be generated and emailed to the mobile. Please ensure your mobile number and email is correct. Please make sure your email address is valid.

Is it legal to get e-scripts?

Yes 100%. All over Australia, in all states and territories, e-scripts are used daily by regular GPs to send e-scripts to patients. This is safer than paper scripts, as these cannot be forged or overwritten. Pharmacists all over Australia prefer this way of scripts over paper scripts. It makes their job easy, and they don’t ask unnecessary questions regarding the validity of scripts. The process becomes extremely easy and streamlined.

Is it 100% guaranteed that I will get the prescriptions I want?

We cannot guarantee 100%, depending on our doctor’s assessment. Our doctors will thoroughly review the questionnaire and treat it as appropriate. For an audio consultation, the doctor will assess the situation during the call and immediately advise you of the outcome. Please kindly note that our doctors are well-trained and are on your side. They have no reason to be obstructive; it’s only in your best interest if they refuse a particular treatment. We don’t push our doctors for income targets or goals and only follow strict Australian guidelines. Our doctors aim to make this process simple, easy, and safe. Any consultation outside this platform's scope will be respectfully refused. Your safety is our top priority.

Do you provide antibiotic prescriptions for acute infections?

We only provide antibiotics for UTI, STI, and genital herpes treatments if a doctor approves after assessment and consultation.

What sort of medications are available via online consultation?

We provide refill prescriptions for the medications you are already on. E.g., High blood pressure medications, Asthma inhalers, COPD inhalers, Diabetes medications, Cholesterol medications, Gout meds, Heartburn medications, Steroid creams, and ointments. Acne and rosacea, Antidepressants SSRI, Thyroxine. Blood thinners, and many more.

Are these scripts PBS subsidized?

Yes, if the medication is listed as PBS subsidized on https://www.pbs.gov.au/pbs/home, then the script will be subsidized as long as you meet the PBS criteria and have a valid Medicare card.

We also offer streamlined authority scripts but don’t offer phone authority scripts.

What is the cost of online prescriptions?

At Panraa Clinics, online prescriptions for all treatments are charged at an affordable cost of $28.99.

How do I get treated for UTI, Genital Herpes, and STI?

For UTI, STI, and genital herpes consultations, we offer phone consultations only. After you have completed the questionnaire and booked the consultation at a time that suits you best, one of our doctors will call you and confirm a few details regarding your symptoms to ensure we are not missing anything, and then we will guide you through the treatment plan. Your scripts will be sent directly to your phone via text or email instantly, and you can use them at any pharmacy in Australia.

FAQs for Repeat Prescriptions

Do you supply paper prescriptions at all?

Sorry, we don’t use any form of paper prescription. We are entirely electronic, and all prescriptions are eScripts only.

How do repeat prescriptions work in Australia?

If you need medications regularly, you'll have a repeat prescription. You can order a repeat prescription by phone consultation with the GP.

How long are Australian prescriptions valid for?

According to servicesaustralia, prescriptions are valid for up to 12 months. However, in some instances, under state or territory laws, that are valid only up to 6 months.

Do I get repeat prescriptions of medications?

Depending upon the medication, we do offer online repeat prescriptions.

What is the cost of repeat prescriptions?

At Panraa Clinics, repeat prescriptions for all treatments are charged at an affordable cost of $28.99.

FAQs for Medicare Card

Why do you need my Medicare card and personal details?

E-scripts can only be issued to Medicare cardholders. E-script is an Australian government initiative, and without Medicare card details, an E-script cannot be issued. For further information, please visit here.

Can I use my Medicare card for a consultation?

No Sorry. We are an exclusively private practice. We don’t use your Medicare card for billing. We do not require Medicare card details to generate medical certificates. We only need Medicare card details for consultations that require e-prescriptions.

What if my Medicare card is expired or I don't have a Medicare card? Can I still apply for a medical certificate?

That’s fine. We do not require a Medicare card for medical certificate consultations. You are welcome to book without providing any Medicare card details. But please make sure your email and mobile number are correct, as we will email the medical certificate in PDF format. The doctor might call you on your mobile if anything needs clarification.

FAQs for Telehealth Consultation

What do I need to have in order to use your service?

For script-based consults, we require Medicare card details to issue e-scripts.

For medical certificates, we do not require a Medicare card.

Both types of consultations are privately billed via credit card. We don’t use your Medicare card for billing purposes.

What should I do if I have a technical issue?

If the doctor cannot do a video consult, we will always call you on mobile and proceed with the consult via mobile phone, so please make sure your mobile phone and email address are correct.

Are Telehealth consultations safe, private, and confidential?

Yes, 100%, Patient confidentiality is of utmost importance, and we have spent a lot of resources making sure that patient information is safe and secure and that all information is kept onshore in Australia.

Can a family member or caregiver join me in my Telehealth appointment?

Yes, of course. If you consent to the presence of a family member or caregiver during the consult, then the doctor is happy to proceed with your permission.

What is the cost of online telehealth consultations?

At Panraa Clinics, our online telehealth consultations for all treatments are charged at $28.99..

Frequently asked questions

General Questions

FAQs for Medical Certificate

FAQs for Online Prescriptions

FAQs for Repeat Prescriptions

FAQs for Medicare Card

FAQs for Telehealth Consultation

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