Telehealth involves providing healthcare using telecommunications technology, such as video, telephone, secure messaging and digital platforms. With EDOC Health, telehealth may include:

• Video or telephone consultations with clinicians;
• Electronic prescriptions and eScripts;
• Electronic referrals, pathology and imaging requests;
• Follow-up advice via secure digital tools where appropriate.

Telehealth is recognised in Australia as a legitimate method of healthcare delivery, but it may not be suitable for every clinical situation.

By using EDOC Health services, booking an appointment or continuing with a telehealth consultation, you consent to:

• Receiving healthcare services via telehealth; and
• Use of the technologies and systems described in this consent.

You understand and agree that:

• The standard of care should be equivalent to in-person care where clinically appropriate;
• Not all conditions can be safely managed via telehealth;
• Your clinician may recommend in-person assessment, tests or emergency care;
• You may choose not to proceed with telehealth and request alternatives where available.

You acknowledge that:

• You should be located in Australia at the time of consultation (unless otherwise lawful and agreed);
• Your clinician will usually confirm your identity and location at the beginning of the consult;
• A clinician–patient relationship is formed once a clinician accepts you as a patient and provides care;
• This relationship may be limited to a single episode of care unless continuity is arranged.

You understand that telehealth has potential limitations and risks, including but not limited to:

• Reduced ability to perform physical examinations;
• Technology failures, connectivity issues or interruptions;
• Audio or video that may not fully convey physical signs; and
• Greater reliance on your description of symptoms and history.

If the clinician believes telehealth is not suitable or safe for your situation, they may:

• Decline to prescribe medications or issue certificates;
• Recommend in-person review or specialist referral; or
• Direct you to emergency or urgent care services.

EDOC Health may use AI-based tools such as Heidi AI Scribe to assist with:

• Drafting and structuring clinical notes;
• Summarising consultations;
• Preparing draft letters and clinical communications.

You acknowledge that:

• AI tools are used to support clinicians, not replace clinical judgment;
• Your treating clinician remains responsible for reviewing and approving your record;
• Where possible, information used by AI tools is de-identified or appropriately protected;
• EDOC Health uses technology providers who are required to meet appropriate security and privacy standards.

If you do not wish AI scribe tools to be used in your consultation, please:

• Inform your clinician during the consult; or
• Contact EDOC Health at to discuss your preferences.

EDOC Health may communicate with you and other healthcare providers using:

• Secure messaging platforms;
• Electronic health record messaging (e.g. MediRecords secure channels);
• SMS (for reminders, confirmations and certain notifications);
• Email (for confirmations and some documents where appropriate).

You acknowledge that:

• Electronic communication has residual privacy risks (e.g. misdelivery, compromised inbox or device);
• EDOC Health takes reasonable steps to protect your information but cannot guarantee absolute security;
• You are responsible for keeping your devices and contact details secure and up to date.

By using our services, you consent to receiving SMS and email communications related to your care. If you prefer alternative arrangements, please contact us to discuss options, understanding that it may limit some functions or timeliness.

Telehealth consultations may result in prescriptions, medical certificates, referrals or other clinical documents when clinically appropriate. You understand that:

• Medications and certificates will only be provided if clinically justified by the clinician;
• Clinicians may decline requests that are unsafe or not indicated;
• Some medicines (including drugs of dependence or high-risk medicines) may require in-person review;
• Your usual GP or primary care provider may be informed or involved when appropriate and with your consent.

EDOC Health complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Your personal and health information is handled in accordance with our Privacy Policy.

In summary, we collect and use your information to provide care, maintain records, arrange tests and referrals, and meet legal obligations. We may share your information with other treating providers, pathology and imaging services, pharmacies and technology providers supporting our systems, where appropriate and lawful.

You have rights to access and correct your information, and to raise privacy concerns. For more details, please refer to the full Privacy Policy.

By using EDOC Health telehealth services, you agree that you will:

• Provide complete and accurate information about your health, history and medications;
• Ask questions if you do not understand something during the consultation;
• Follow safety and follow-up instructions, including attending in-person care when recommended;
• Seek urgent medical attention (e.g. 000, emergency department) when advised or if your condition deteriorates;
• Use electronic communication responsibly and keep your contact details current.