Document

Frequently Asked Questions

If you need help, please contact us at support@hola.health available 24 hours a day or by phone on (08) 6365 5190 available from 9am-6pm (AEDT).

frequently asked questions

General

Hola health is an Australian owned and operated health-tech business, working with Australian accredited health practitioners and pharmacies creating the future of patient centered healthcare.

Any prescriptions, certificates or referrals are required to include all patient details.

Hola health has taken all measures to align with the Australian Cyber Security Centre requirement.

All consultations are safe and secure and are performed by Australian accredited health professionals.

Payment is made via credit card via a secure payment gateway. We accept Visa, Mastercard & American Express.

Telehealth Consults

Before your consult

All consults are conducted from the convenience of your mobile phone or desktop computer using either Safari or Chrome browsers.

You’ll need a working mobile phone or desktop computer with a stable internet connection and a front facing camera.

No. Any telehealth consult performed by a doctor who is not the patients regular doctor is not Medicare rebateable.

You aren’t required to provide a Medicare number for our consultation service. However, if you wish to receive an e-script you will need to provide a Medicare number. The Australian Government rules regarding telehealth requires the collection of either a valid Medicare or IHI number.

You can use our consultation service without a Medicare number. However, if you wish to receive an e-script, then you will need to have at least an IHI number. If you do not have a valid Medicare card, you will be required to obtain an Individual Health Identifier (IHI) via https://www.servicesaustralia.gov.au/individual-healthcare-identifiers.

If you do not have a valid Medicare card, you will be required to obtain a Individual Health Identifier (IHI) via https://www.servicesaustralia.gov.au/individual-healthcare-identifiers
Any detailed invoice required for private health insurance claims cannot be provided as no Medicare item number is recorded. As a result the full amount is payable by the patient prior to the consult.
We recommend somewhere quiet and private but the consult can be conducted anywhere. From your phone – Use the free video call app on iOS or Android. From your PC/Mac – Use Chrome or Mozilla Firefox browser on most types of Windows PC and macOS.

No. Backdated certificates cannot be provided, and any certificates provided cannot list any patient conditions due to privacy policy restrictions.

Hola health cannot provide results directly to patients, however patients should provide the details of their nominated GP to the attending clinics to ensure that results are sent to their GP for a follow up consultation.

During your consult

Please check the junk folder in your email inbox or reach out to our support team to receive a new email & SMS link.

You can try refreshing the page and if that doesn’t work, close that screen, go back to the email or SMS, and click the link again.

Simply go to the consult notification email or SMS and click the link again.,

That’s ok, it shouldn’t impact the consult.

You can go back to the consult notification email or SMS and click the link again. If that doesn’t return you to the consult, please reach out to our Support team.

If the doctor does not join the consultation for any reason, please contact the Support team and we will issue you a new link.

Providing customers with a great experience is important to us but we understand we don’t always get it right. Please reach out to our support team so we can investigate this further.

After your consult

Prescriptions can take up to 3 hours to be issued and are sent to your mobile as an e-script. If you don’t receive it by this time. Please note, the script may be further delayed if correct Medicare or IHI aren’t provided.

The provision of any prescriptions are at the discretion of the doctor who what determines the best course of action. Doctors are unable to prescribe schedule 8 medicines and schedule 4D medicines via a telehealth consultation.

Examples of s8 and s4d medicines include but not exclusively:

  • Schedule 8: alprazolam, buprenorphine, dexamphetamine, fentanyl, hydromorphone, lis-dexamphetamine, methadone, methylphenidate, morphine, oxycodone, tapentadol, and pethidine
  • Schedule 4D: benzodiazepines (clonazepam, diazepam, oxazepam, temazepam, etc), phentermine, pregabalin, testosterone, modafinil, zolpidem, zopiclone

Referral letters can take up to 3 hours to be issued and are sent to your nominated email address. If you don’t receive it by this time, please contact our Support team.

Medical certificates can take up to 3 hours to be issued and are sent to your nominated email address. If you don’t receive it by this time, please contact our Support team.

The doctor can issue a medical certificate within 24 hours of your consultation. Please contact the Support team to have the certificate issued. If it has been more than 24 hours since the consult, you will need to book and pay for another consultation.

Unfortunately, we are unable to provide any additional information to the medical certificate than what is currently provided.

Medical Certificates

Fill out a short questionnaire online for one of our GPs to review – once approved, we will email your certificate to your nominated email address.

You must be at least 18 years old to request a medical certificate

Medical certificates can take up to 3 hours to be issued and are sent to your nominated email address. If you don’t receive it by this time, please contact our Support team.

The provision of multi-day certificates is at the discretion of the consulting doctor but can’t be provided via online form. A telehealth consult is required.

Due to Australian government telehealth regulations, these services are not eligible for a Medicare rebate.

We cannot provide COVID exemption medical certificates. (e.g. vaccination, for workers compensation or face mask exemptions)

Medical certificate requests are reviewed by AHPRA accredited medical practitioners.

No. The provision of a certificate is at the discretion of the consulting doctor.

To join the call from the SMS
Click the link in the SMS. Click the green button to enable camera & microphone access and enter the waiting room. You will see a red box advising that you are in the waiting room. Once the doctor is ready your consult will begin. Please keep the page open. If you close the page by accident, simply go back to the SMS and start again.
To join the call from the email
Open the email with the subject line ‘Appointment Confirmation’. If you can’t find the email, make sure to check your junk folders. Click the green button to enable camera & microphone access and enter the waiting room. You will see a red box advising that you are in the waiting room. Once the doctor is ready your consult will begin. Please keep the page open. If you close the page by accident, simply go back to the email and start again.
Having trouble?
Please email support@hola.health

If you need help, please contact us at support@hola.health available 24 hours a day or by phone on (08) 6365 5190 available from 9am-6pm (AEDT).

Privacy policy Terms of use © Hola health, a brand of Packapill Pty Ltd.