Verifying a provider’s legitimacy may seem a bit tricky, but there are some key points to consider. This guide shows you how to check whether a provider is registered, has been investigated for unethical practices or even fined, follows best practice as per the Australian Medical Board’s guidelines [1], and provides a genuinely helpful service. Often, I see reviews warning others that a provider is running a scam based on the service failing to address the patients’ needs or being uncontactable. These can be red flags for determining whether you can trust a provider to handle your health concerns ethically and with care. Of course, you can also check MediCompare’s in-depth reviews if you are unsure about a provider’s legitimacy.
How to Check If a Telehealth Service Is Legit
How to Check If a Telehealth Service Is Legit
Checking Australian Telehealth Providers’ Legitimacy
Key Factors and How to Check
Practitioner Registration
- Check on the provider’s website whether they mention that they employ only Australian Health Practitioner Regulation Agency (AHPRA) -registered health professionals [2] or Royal Australian College of General Practitioners (RACGP) -registered doctors [3]. At the same time, pay attention to the wording. If they use the term GP consultation but state health professionals registered with the AHPRA deliver the service, they may be misleading. Also, check whether they use the term “doctors” or “health professionals”. The latter doesn’t necessarily indicate a scam, but it often means the service utilizes nurses for at least some of its services.
- Pay attention to your doctor’s name. Please write it down. If a professional you have a consult with does not give you their provider number on a prescription, medical certificate, or referral letter, check that they are listed as registered on the AHPRA website [2].
Questionnaires Vs Consults
- Every telehealth service should be delivered via a consultation, ideally by video, but phone is also acceptable [4]. Perhaps you enjoy the ease of just filling in a questionnaire and receiving your medication or script without a consult. However, this is against best practice and may lead to the script or certificate coming under scrutiny. (Your employer or the pharmacy may reject them.) While repeats or single-day certificates are available at a cheaper rate and with just a “review” by a healthcare professional at a few providers, this is very clearly against guidelines. It may save money and time, but it does not represent good telehealth in any way.
Telehealth Provider’s Platform
- If the provider’s website fails to state pricing clearly, it’s a fair sign that they have hidden surcharges. Watch out for turns of phrase like “costs from” or an asterisk next to a price. It often means the provider charges more for longer consultations, after-hours, or surge pricing. While this is, of course, not illegal, it is best practice to clearly state prices. Sites that do not show the pricing for a service are best avoided.
- Similarly, if a service does not have a clear privacy policy on its site, they are in violation of best practice guidelines. Some services offer privacy policies that don’t allow you to opt out of marketing communications, share your information with third parties outside of Australia, or even store your information on servers outside of Australia. All of these are against best practice. You should know your data is safely stored and not shared – or you can opt out at the very least. Health data is highly sensitive, and legitimate providers following good business practice should not treat it without care.
- If you cannot easily get in touch with the provider’s customer service team promptly, the provider is definitely not following best practice. Similar to how your GP clinic has a practice team to support patients and answer questions, a telehealth provider should have a team to assist. This is even more important in some ways for remote consultations, as there may be technological challenges, urgent follow-ups if there are any mix-ups with your script, certificate, or referral letter, or additional questions you may have. While not having 24/7 support doesn’t necessarily mean the provider is running a scam, there should be prompt support during consultation hours – ideally, via multiple contact methods.
User Reviews
- If there is a problem with a provider, it often shows up in reviews before there are any other repercussions. Of course, a few disgruntled customers leaving comments should not bias you against a service; after all, only the most satisfied and dissatisfied customers are often bothered to review a service. However, if there are a substantial number of reviews on different sites for a client and they all have more than about 10-15% of one-star reviews or even less than about 4 out of 5 stars in total, the provider is likely not hitting all the right notes in how to deal with patients. Similarly, if there are hardly any reviews for a provider, especially with a recent name change, it’s a sign that something may not be going well. Good sites to check are Google, TrustPilot, Product Review, as well as the App and Play Stores.
Investigations, Conditions, or Fines
- For an in-depth check of a provider, I also check news sites and the Australian Medical Board’s site. If a provider has been under investigation, has had conditions placed on their licence, or has even been fined or restricted, this is a significant red flag. It must be seen in context, as the provider may have been, for example, in breach of advertising laws or may have since implemented more rigorous rules or oversight. However, if you see repeated official enquiries into a provider – followed sometimes by a rebrand -, well, that’s a bit like being under new management.
Summary
Finding a provider that’s right for you can be tricky. Taking the guesswork out of it is what MediCompare is here for. If you are unsure about a provider or follow my checklist and find information we should be aware of, please get in touch with us! Telehealth providers follow clear guidelines to ensure you receive the best care possible without an in-person assessment at your GP’s clinic or the emergency room. Take care when choosing and make sure you check pricing and the doctor’s name at the very least.
Disclaimer
The information provided does not represent medical advice. It is general guidance only. We encourage you to do your own research before booking with a telehealth provider. Please get in touch with your primary doctor for any medical advice or with any health concerns you may have.