Frequently Asked Questions
We’re here to help you get better and get better medical information, so take a look through the questions that our patients ask us the most.
How much does it cost?
It’s free! A visit from one of our Doctors is completely bulk billed if you have a Medicare or DVA Card.
If you do not have a Medicare card or are from overseas you can pay for a visit with Mastercard or Visa. Speak to a member of our call centre team to confirm the fee you will be charged.
Do Get Better Doctors cover my area?
Our Doctors currently see patients in Rockingham/Kwinana, Mandurah and surrounding suburbs with more areas being added soon!
How long will it take for the Doctor to visit?
Our Doctors will get to you as soon as possible! We aim to see our patients within 3 hours. If you are concerned about your condition and would like to check the approximate time of your Doctor’s arrival, you can call us at anytime on 1800 BETTER.
When are Doctors available?
You can call to request a Doctor from 4pm weeknights, from 10am Saturdays and 24 hours on Sundays and Public Holidays.
Appointments are available from 6pm weeknights, from 12 noon Saturdays and 24 hours on Sundays and Public Holidays.
What if it is an emergency and it cannot wait?
Please dial 000 and request an ambulance. We are not an emergency service.
What should I do if I have requested a Doctor and the patient is getting worse?
If the patient's condition changes or you are concerned about their immediate health or welfare, please call us back on 1800 BETTER.
If you believe their condition has become an emergency, dial 000.
What happens after the visit?
After our Doctor sees you, we will send a letter to your GP about your visit to ensure that you continue to get the best of care (you may request for us not to contact your regular GP if you wish).
If you are referred to the Emergency Department or to an ambulance service, our Doctors will provide a letter explaining your health issue.
What if I no longer require a doctor?
You can call us back any time on 1800 BETTER to cancel or discuss your situation further.
What if I have lost my Medicare card?
If you have lost your Medicare card, we can check your eligibility electronically if you have the number documented. However, if we are unable to confirm your Medicare number you will have to pay for your visit and claim your money back from Medicare later on.
What information will I be asked when booking an appointment?
The Get Better operator will ask you a few questions on the telephone when booking you appointment including;
- the patient’s full name and date of birth
- the patient’s Medicare or DVA card
- the patient’s street address
- the patient's illness
- any known allergies the patient may have
- the patient's email address
- the name of the patient's regular doctor or surgery they attend.
What do I need to do while I am waiting for the doctor to come?
We would very much appreciate it if you could please;
- Lock away any pets.
- Turn on all outside lights.
- Have your Medicare or DVA card ready.
- Have any medical information ready such as medication lists, allergies and your medical history.
- Our Doctors may ask you to turn down any loud music or TV on arrival to the premises.
Do the Doctor’s give out prescriptions?
Our Doctors have full prescribing capabilities for any urgent medication you require. We encourage you to see your usual GP for any repeat or regular prescriptions.
Can the Doctor provide a Medical Certificate?
We are happy to offer you a medical certificate if you are ill enough to require time off work or need time off to care for someone.
My English is not very good can you still see me?
Yes. If you have trouble communicating with our doctors then we can organise a telephone interpreter to help. Please advise us when booking your visit if this will be required as we may need to book a longer appointment with you.
What if I need to clarify something with my Doctor at a later date?
We have an operator managing our phones 24 hours a day 7 days a week, you are welcome to phone us for further advice if required. Our Doctors will also leave written advice during your consultation if required.
Who will come to my house during the visit?
One of our friendly Get Better Doctors will arrive with a driver. Our drivers act as both administration and security for our doctors.
All of our Doctors are registered with the Australian Health Professionals Registration Agency (APHRA) and have the required practicing insurance. All members of our staff have undergone appropriate training and pre employment checks to ensure that you have the best care.
For training purposes you may have more than one Doctor turn up to your visit.
What happens to my information?
Our Doctors, drivers and all of our administration staff adhere to our strict confidentiality policy.
Like to provide us with some positive feedback or have a complaint?
We continually strive to provide you and your GP with the very best after hours care and we value all patient concerns, suggestions and feedback. We constantly review and audit our systems and processes to make sure that we provide the very best service. We would love to hear about your experiences.
For both positive feedback and complaints, please email firstname.lastname@example.org and we will respond to you as soon as possible.
If you have made a complaint and are not satisfied with our response you are entitled to make a formal complaint to the Australian Health Practitioner Regulation Agency (AHPRA) via their website.
We run a ZERO TOLERANCE policy to violence and abuse of any kind to any member of our staff. Police will be called and criminal action taken if there is any threat to a member of staff.