Prime Medic Review

Bottom Line:

Affordable or free premium online GP telehealth services delivered consistently. Highly rated 24/7 provider. 

Available 24/7, Prime Medic’s comprehensive services are centred around its online GP consultations and include access to free bulkbilled services, though not at all times. Ranging from medical certificates over referrals and scripts to mental health care, this provider aims to provide high-quality at a low cost across Australia.  

Pros:

1. 24/ 7 consultations and customer service, like DoctorsOnDemand but with more contact options. 

2. Comprehensive telehealth services built around GP consultations, more options than GP telehealth provider Instant Consult. 

3. Low pricing for a premium provider just a little above competitor Medmate’s general pricing. But bulkbilling after hours. 

Cons: 

1. No priority service/ guarantee of quick appointments, unlike given by competitors such as Hola Health. 

2. No medication delivery, like at Instant Scripts. 

3. No clearly defined bulkbilling availability on website, have to contact customer service to check, whereas some providers, including Abby Health offer it at fixed times. 

Comprehensive 24/7 Wraparound Online GP Care

Prime Medic’s comprehensive service is based around 24/7 telehealth consultations with General Practitioners (GPs), similar to Instant Consult. But Prime Medic offers bulkbilling for some appointments after hours or for eligible patients. 

This is one of the most comprehensive telehealth services available in Australia, including men’s and women’s health and mental health care appointments and counselling, similar to other premium services such as DoctorsOnDemand. 

Online Prescriptions: eScripts can be sent to you or directly to your preferred pharmacy or delivered through a partner pharmacy.  

Blood Test Referrals: Pathology referrals on Prime Medic can cover a wide range of conditions, from vegan blood tests over Why Am I Tired to antenatal blood tests. You preselect when booking, then discuss your specific needs with your online GP. 

Online Health Library: The online health library covers everything from acid reflux to vitamin deficiency, which is a service not available on most telehealth sites I covered. 

Imaging Referral: Radiology referrals for Dexa, ultrasound, mammograms, Ct scans, Xrays and more can be selected on the Prime Medic website to discuss with the online GP.  

Medical Certificate: Medical certificates, including for carers and medical clearance, similar to Midoc, are available with same day service. Clearance certificates are less common with most other telehealth providers. 

Telehealth Consultation: GP telehealth consultations can be booked by filling in a questionnaire and selecting your preferred timeslot.  They are the cornerstone of all services at Prime Medic. 

Specialist Referral: Specialist referrals for new, change or repeat requests can be issued by your online GP under Medicare. Your own GP’s information can be shared with the specialist to ensure continuity of care. 

 Low Cost for Premium GP Service and Average Wait Times 

Prime Medic’s pricing is in the mid-range of telehealth services, though low for its comprehensive offering and GP consultations, compared to services such as Instant Consult.  

Wait times can be very short, according to reviewers on TrustPilot [1], and you can schedule appointments for a convenient time, although some patients state their doctors were running behind schedule somewhat. Bulk-billing services aren’t always available, but wait times seem to be shorter than on fully bulkbilled 13SICK, for example.  

Medication delivery can be organised by sending your script straight to your local pharmacy for you to pick up or have delivered. This is the quickest way to obtain your medication, according to Prime Medic. 

Here's a detailed breakdown of Prime Medic’s cost: 

• Doctors’ consultations cost $37.49 and can include a medical certificate and prescription if appropriate. 
• Medical certificates cost $21.99 and clearance certificates $39.99. 
• eScripts cost $21.99. 
• Specialist referrals (new/ change/ repeat) cost $21.99 

• Radiology referral costs $29.99 
• Pathology referral costs $31.99 

Modern and Informative Website 

• Navigating Prime Medic’s website is intuitive. Most information is clearly presented and easy to find, although there are some exceptions, for example, on the pages of radiology and pathology referral requests. Despite being very informative and including a comprehensive online health library for common health conditions, Prime Medic has clearly grouped and ordered the services. Menus are available at the top and bottom. Notably, the top menu has doubled up on Services and What We Offer, but these present the services in slightly different ways, divided into men’s and women’s health and types of services.  
• While the booking process involves a few steps, these are clearly outlined on each service page before booking.  
• Prime Medic’s site also offers a family hub, which means you can create one account for your family, something that users of other sites commented as a desirable option. 
• There are some minor typos as well as inconsistencies. One of these includes the way Prime Medic’s doctors are referenced. Some pages refer to them as GPs and even explain the term, while others refer to AHPRA-registered doctors. While GPs can be registered with the AHPRA, other telehealth sites normally refer to AHPRA-registered doctors or GPs. Also, on the GP service page, the site references a Northern Beaches GP clinic, which is not referenced anywhere else on the site. 

Summary: The site feels and looks modern and clean. Its functionality and booking process are clear and easy to follow.

 Easy-to-Understand Privacy Policy and Directions to Query 

Prime Medic’s Privacy Policy is set out in clear language and formatted in such a way that it is very user-friendly. The service complies with The Privacy Act 1988, the Australian Privacy Principles, and other relevant laws.  

Prime Medic uses multiple layers of security to keep your data safe, such as encryption, regular security audits, servers with access controls, two-factor authentication for system access, and privacy and security training for employees. 

Your data is neither shared nor used for marketing purposes. All purposes are clearly outlined.  

The policy includes advice on how to access your data, request changes, and complain as well as escalate to the relevant authorities if necessary.  

Prime Medic informs all clients of any privacy breaches. 

You can read up on the privacy policy in depth on Prime Medic’s site.  

Speedy and Valuable Customer Service Response  

Customer support contact options on Prime Medic outperform all other services I have looked at. The support team is available 24/7 and can be reached immediately via live chat, email, 1300 number, fax, Head office address and local addresses in Australian states.  
 
Based on 4+-star user reviews and rankings across multiple sites, including the App Store [2], TrustPilot [1], and ProductReview [3], the team are helpful in the vast majority of cases, although about 10% of customers leave 1-star ratings and have very bad experiences, in line with other high-ranking telehealth services such as Updoc. 
 
When I contacted them, they responded within seconds and fully, which was much faster than other providers’ live chat options that I tried, for example Burst Health. 

Comprehensive, Partially Bulkbilled, Responsive 

Prime Medic bills itself as a GP Super Clinic with Specialized Services and it is easy to see why. The 24/7 provider shows great care and professionalism in its informative and high-quality approach from the website over the set-up of its customer service contact options to the delivery of consultations. 4+ star ratings on TrustPilot  [1] and in the App Store [2] show that a majority of patients agree. While Prime Medic is not as cheap as some of the cheapest providers like Updoc, it’s one-off costs come close. And with consultations delivered by GPs, you get a higher quality doctors’ consultation at a fraction more. 

All content is independently researched and verified. While information is up to date at time of posting, please verify pricing and ask any questions you may have before booking. 

 Telehealth services should be used to complement your GP’s regular care. Telehealth consults cannot replace regular in-person assessments. Please contact your GP with any medical questions you may have. 

[1] https://au.trustpilot.com/review/primemedic.com.au?
[2] https://apps.apple.com/au/app/prime-medic-online-clinic/id1503906417
[3] https://www.productreview.com.au/listings/prime-medic