Frequently asked questions
Select a topic below
hubPass for Employers
hubPass provides comprehensive healthcare services to your employees such as unlimited access to telehealth consults, prescriptions, medical certificates and more. It is designed to support employees’ health and well-being through convenient, comprehensive, and proactive health management.
Employees will receive an invitation email with a sign-up link from you. They simply need to follow the link and complete the registration process. If any issues arise during the sign-up process, our support team is available at [email protected]. Please do not share this email address with your employees.
hubPass for Business is provided at no cost to your employees. As an employer, you have fully funded this program to ensure your employees have access to essential healthcare services.
hubPass for Business is billed on a monthly cycle, with the invoiced amount dependent on the number of employees on your access list each month.
hubPass includes unlimited telehealth consults, medical certificates, discounted medications, access to health insights, and priority healthcare services. Your employees will also get access to a Digital Health Check for insights and preventative recommendations from our Australian-based medical team.
These services are designed to make healthcare more accessible and convenient for your employees.
Currently, hubPass is available for employees only. We are exploring options to extend this service to family members in the future. We will keep you updated on any developments regarding this feature.
Employees can simply complete a questionnaire in their patient portal. Once any pre-consultation actions are completed, employees will be prompted to book an appointment to speak with a clinician.
If employees encounter any technical issues or need support, they can contact our support team via their patient portal.
As an employer, please contact [email protected] for any enquiries regarding billing or your hubPass access list (e.g. adding or revoking employee access).
Our team is here to assist with any issues that may arise. Please do not share the employer support email with employees.
Employee personal information is protected under strict privacy policies and regulations. All data is securely stored and used only for providing healthcare services. For more details, please review our privacy policy on the hub.health website.
Yes, hubPass is accessible on both desktop and mobile devices, providing employees with the flexibility to manage their health needs anytime, anywhere.
Employees can update their details by logging into their Patient Portal and navigating to their Profile page. If they encounter any issues, please ask them to contact our Patient Support team for assistance. As this is their personal data, you cannot request changes on their behalf.
If you need to add or revoke access to hubPass for employees during the month, please email [email protected] with the email address(s) of the employees, and we’ll update your access list.
No, employers will not have access to any of their employees’ medical information. The hubPass service ensures complete discretion and confidentiality. All medical information remains private, just as it would with any other doctor or GP visit. Our priority is to protect employee privacy and maintain trust in our services.
Please note that the data available in your Health InSight dashboard is de-identified. In addition, there are data constraints applied for various metrics to ensure employee utilisation is private.
hubPass for Employees
HubPass provides comprehensive healthcare services such as unlimited access to telehealth consults, prescriptions, medical certificates and more. It is designed to support your health and well-being through convenient, comprehensive, and proactive health management.
You will receive an invitation email with a sign-up link from your employer. Simply follow the link and complete the registration process. If you encounter any issues during the sign-up process, please contact your HR representative.
HubPass is provided to you at no cost as part of our commitment to employee health and well-being. Your employer has fully funded this program to ensure you have access to essential healthcare services.
No, medication costs are not covered by our program. These costs are your responsibility.
HubPass includes:
- Unlimited Telehealth Consultations
- Annual Digital Health Check
- Exclusive Discounts on medications and pharmacy products
- Free Shipping on all orders
- Priority Access to telehealth consultations
Our goal is to make healthcare more accessible and convenient for you.
The Digital Health Check includes a comprehensive assessment of your mental health, general risk factors (BMI, fitness, sleep, nutrition, stress, smoking, and alcohol consumption), and overall wellness. It provides you with an action plan to address any health issues.
Currently, hubPass is available for employees only. However, we are exploring options to extend this service to family members in the future. Stay tuned for updates on this feature.
You can schedule a telehealth consultation through the hubPass patient portal. Once you have completed a questionnaire and verified your ID, you will be prompted to book a consultation at a time that suits you. Consultations can be done via phone call, providing flexibility to suit your needs.
During a telehealth consultation, here’s what you can expect:
- Scheduled Call: The clinician will phone you at the scheduled time, so ensure you are available and in a quiet, private space. You may also choose to ‘join the queue’, which means a clinician will call you as soon as they can.
- Discussion: The clinician will discuss your needs, symptoms, and any health concerns you may have. Be prepared to provide detailed information about your health condition.
- Assessment: Based on the information you provide, the clinician will assess your situation and determine the appropriate course of action.
- Prescriptions and Medical Certificates: If deemed appropriate, the clinician can prescribe treatments or issue a medical certificate. These will be sent digitally via your patient portal or delivered to your email address.
- Follow-up: If necessary, the clinician may schedule a follow-up consultation or provide additional instructions for ongoing care.
These consultations are designed to be as effective and convenient as an in-person visit, ensuring you receive the care you need promptly.
Yes, you can cancel or reschedule a telehealth appointment through your patient portal. Simply log in, navigate to your Treatments page, and select ‘Manage my booking’.
During your telehealth consultation, the clinician will provide prescriptions and medical certificates as needed. These documents will be available digitally via your patient portal and sent to you via email following your consultation.
If you need specialist care, the clinician can prescribe a referral for blood tests, imaging, or other specialist services as needed.
If you encounter any technical issues or need support, please contact our Patient Support team via the Contact Us form in your patient portal. Our team is here to assist you with any problems you may face.
Absolutely. Hub.health employs enterprise-grade data security measures and adheres to strict clinical governance frameworks to ensure your information is safe and confidential. For more information, please review our privacy policy on the hub.health website.
No, your medical information will remain completely confidential. Even though this service is offered by your employer, they cannot access any of your medical details – what happens between you and your clinician stays between you and the clinician. Your health and privacy are our top priorities.
Yes, hubPass is accessible on both desktop and mobile devices for your convenience. You can access the platform anytime, anywhere to manage your health needs.
You can update your details by logging into your hubPass Portal and navigating to your Profile page. If you encounter any issues, please contact our Patient Support team for assistance.
General questions
Our clinicians provide the highest standard of healthcare, which means that each patient is assessed on an individual basis. If our clinician or pharmacist determines that it is not safe for you to receive a specific prescription or treatment, it will not be issued. Our clinician or pharmacist will provide you with some recommendations on next steps, including visiting a GP in person for further assessment.
In most cases a clinician or pharmacist (where appropriate) will review your assessment and respond within 24 hours.
Morning after pill treatments will be same day delivery, arriving in standard packaging from the pharmacy.
For all other treatments, once paid for, they will be dispatched within 1-3 days and sent via express delivery. Your product is shipped in an Australia Post package, which means it will be completely discreet.
Yes, as part of joining hub.health, we will handle your repeat deliveries (where required) to ensure that you never miss one.
Yes. As part of our commitment to patient safety, one of our clinicians will call you to discuss your treatment before they issue your treatment plan. Typically, the call is brief; however, you will have time to ask questions and discuss suitable treatment options.
Your consultation will be with one of our Australian-registered and experienced clinicians, either a Doctor or Nurse Practitioner.
During the call, your clinician will start by verifying your identity and asking a couple of questions to clarify your questionnaire responses or follow up on anything that needs further clarification. You will be able to ask any questions and discuss suitable treatment options with your clinician before they issue your treatment plan.
Yes, you can choose a convenient time after you have paid for your consultation and verified your identity. Alternatively, you can join the queue for a call ASAP during business hours (8 am-8 pm AEST).
You can cancel or reschedule your appointment from your portal.
If you miss your call, your clinician will try calling again, so please remain near your phone. If your clinician is unable to contact you after multiple attempts, we’ll invite you to reschedule your consultation for another time.
When your clinician calls, the number will be 07 3911 1430.
Managing your account
You will receive an email and sms from us with a link taking back to your profile. Once you log in, just head to the notifications tab and you will see the ability to order.
Of course! If you log into your profile and head to the ‘Products’ tab, you will see a ‘Manage Treatment’ button. Click this and you’ll see the ability to send a message to your clinician. If you’re having any issues, just drop us a line at [email protected]
You can delay your repeats anytime, for as long as you wish. Head to the ‘Products’ tab in your profile and click the ‘Manage Treatment’ button, from here you’ll see the ability to delay. Alternately reach out to [email protected] and we’ll be happy to assist!
Just head to the ‘Products’ tab of your profile and click manage treatment. You will see the ability to order a repeat.
Telehealth consults
Although telehealth offers a convenient solution, some conditions cannot be treated via this service. These conditions include, but are not limited to; acute chest pain, shortness of breath, loss of blood from major injury, septic illnesses, major infections, altered consciousness, head injuries, fractures and dislocations, neurological symptoms, stroke, bowel obstructions, profuse severe vomiting and or diarrhoea, severe dehydration, snake or other envenomations, chemical and environmental exposures, acute ear infections requiring physical inspection, penetrating eye injuries, loss of or abnormal vision, jaundice and infectious diseases.
Triage Category 4 or 5 conditions are often suitable for telehealth consultations. If your condition is deemed to require in-person consultation, you will be referred to your nearest Emergency Department and/or GP. Click here to learn more about Category 4 and 5 conditions.
An online doctor’s appointment, also known as a telehealth consultation or virtual doctor visit, is a modern healthcare service used across Australia. It allows patients to consult with online doctors via phone. Telehealth appointments are especially beneficial for Australians seeking general medical advice without visiting a clinic in person. Online doctor appointments are ideal for non-urgent healthcare needs, including prescription renewals, medical certificates, and referrals for blood tests and medical imaging.
hub.health offers a range of telehealth services, including telehealth appointments, online prescriptions, medical certificates, and referrals for blood tests and medical imaging. hub.health provides convenient and accessible healthcare for adults 18 and over in Australia. This age requirement ensures all users can responsibly manage their health needs online.
Telehealth appointments have several benefits over in-person visits, particularly for people in rural and remote areas. They’re more convenient, allowing you to see a doctor from home. They save time as there’s no travel needed, often have shorter wait times, and can fit easily into your schedule. Plus, telehealth is safer during flu season since it reduces contact with others.
Note that there are situations where seeing a doctor in person is essential, especially for conditions requiring a physical examination.
A standard telehealth GP consultation costs $49 regardless of how long it takes and what prescriptions, medical certificates, or referrals you need. It’s important to note that telehealth consultations are not eligible for Medicare rebates and we cannot bulk bill telehealth. This fixed price ensures transparent and upfront costs for accessing healthcare services from the comfort of your home.
Bulk bill telehealth appointments are typically only available for doctors or practices you have visited in person during the last 12 months. This means the cost of an online doctor’s appointment ($49) is not covered under Medicare’s bulk billing and must be paid directly by the patient.
The wait time for a call can vary depending on whether you choose to schedule an appointment or join the queue. Generally, telehealth appointments are available on the same day, and patients in the queue can expect a call within a few hours (often under 15 minutes). However, wait times depend on specific circumstances and demand at that time.
You will receive an SMS prior to your appointment to alert you. If you still miss the call, your clinician will retry. If they don’t reach you after a second try, we will invite you to rebook or join the queue again (at no extra cost).
During telehealth appointments, prescribing medications is entirely up to the doctor’s judgement based on what’s best for you. However, our online doctors cannot prescribe certain medications, specifically those classified as Schedule 8, restricted, controlled or streamlined authority medications. This limitation ensures patient safety and adherence to medical guidelines.
To receive your blood test results, your clinician will schedule a follow-up telehealth doctor’s appointment for you. When you receive the notification of this appointment, simply book your preferred time, and your clinician will explain your results.
You must have an Individual Health Identifier (IHI) to consult with a telehealth doctor and for us to issue eScripts. In some cases, we can retrieve your IHI from the information provided during sign-up. In most other cases, we can obtain it from your Medicare or DVA card.
If you don’t have a Medicare or DVA card or prefer not to share that information, you can verify your identity using our Digital ID process – a secure online service from Australia Post that requires details from your ID documents. Please note that if you opt for Digital ID verification, we won’t be able to issue eScripts.
Whether looking for a telehealth appointment in Queensland (QLD), New South Wales (NSW), Victoria, or Western Australia, our medical team provides telehealth to individuals in all Australian states and territories.
To request an online medical certificate for 1-2 days, simply request one here. For longer durations, schedule a telehealth consultation and inform your online doctor or nurse practitioner about your need for a telehealth medical certificate.
Contraceptive pill
Our clinicians prescribe all major birth control pill brands, and you will be given an option to request your preference throughout the questionnaire.
Absolutely! Head to your profile & select the consultations tab to get back in contact with your clinician, and they’ll respond within 24 hours. If you’re having any issues, just contact us at [email protected]
Morning after pill
The morning after pill will cost $30 + delivery. Delivery cost will be determined at the time of order by our courier company, depending on your distance from our partner pharmacy. Delivery starts at $15.
Our network is expanding weekly to bring this service to even more locations around Australia. Currently we service areas of Brisbane, Sydney, Melbourne, Adelaide, Canberra and the Sunshine Coast.
Delivery speed is dependent on your location and the time which you are requesting the morning after pill. Once a pharmacist has reviewed your questionnaire response, delivery can be as fast as 2 hours, up to a maximum wait time of next day delivery. You will be advised throughout the process.
The morning after pill should be taken as soon as possible, but can be taken up to 3 days or up to 5 days after sex, depending which pill is issued. Our pharmacists will review your requirements as part of your questionnaire response.
Emergency contraception can not prevent all pregnancies, although has a high success rate (80-98% depending on the pill and circumstances). The sooner you take it, the higher chance you have of it being effective. It should never be used as an ongoing contraception method.
The morning after pill is considered safe, with no serious or long-term complications. You may however experience problems soon after taking the pill such as nausea, sore breasts, headache, abdominal pain or dizziness. It may also affect the timing of your periods or cause spotting or irregular bleeding about one week before or after your regularly scheduled period. If you vomit within 2 hours of taking the morning after pill, it may be necessary to take another dose.
Emergency contraception stops or delays your ovary from releasing an egg and it may also stop the sperm from reaching an egg that has already been released. If the sperm has already fertilised the egg, it will not be effective.
No, the morning after pill does not stop Sexually Transmitted Infections. If you believe you may have contracted an STI, you should visit your local GP for testing.
In most cases you will not need any follow-up care after taking an emergency contraceptive pill. If your period is more than one week late after taking emergency contraception, you should take a pregnancy test.
If your period is more than one week late after taking emergency contraception, you should take a pregnancy test. Remember, common pregnancy tests (using urine samples) are not accurate in the first 10 days of pregnancy, which is why we recommend waiting until you are at least a week late.
HSV-2
Unfortunately we can only offer prescriptions and treatments for patients that have already been diagnosed with HSV-2 by another doctor. As we aim to provide the highest level of healthcare, text-based consults do not provide our clinicians with enough information to determine whether you have HSV-2. Our service aims at making things more simple and easy for those that are already on HSV-2 medication. If you believe you have Herpes Simplex Virus, you should visit your local GP for assessment.
If you have not been previously diagnosed as having HSV-2, we recommend you visit your local GP, as we will not be able to correctly assess via an online consult.
Symptoms for genital herpes typically include a group of itchy or painful blisters in your genital area, which break and turn into sores. You may also experience burning when you urinate, trouble urinating, itching, pain around your genitals. With HSV-2 you can also experience flu-like symptoms such as swollen glands, fever, chills, headache or feeling achy and tired.
Cold sores
There are usually several stages to a cold sore. Firstly, tingling and itching around the lips for a day or so before a small hard spot appears and blisters erupt. The second stage is small-fluid filled blisters which typically erupt along the border of your lips. Finally these small blisters may merge and then burst, leaving shallow open sores that ooze and crust over.
Thrush
Our treatment offered is specific to vaginal thrush only. Other types of thrush (candidiasis) include the mouth and throat, penis, finger and toenails, skin and an invasive infection.
You will be asked which treatment option you would prefer. Options include 3 Day Cream, 6 Day Cream, 1 Tablet or Combination.
Vaginal ring
Unfortunately due to the nature of telehealth consults and our commitment to providing the best care, our clinicians can only issue Vaginal Ring prescriptions for those patients that have previously had one.
We have many standard questions which will be asked, however it is important that when requesting a prescription for the Vaginal Ring that you do know your blood pressure. If you are unsure of this, we will not be able to issue you a prescription for you. Your local pharmacy can check this for you if needed.
Our clinicians provide the highest standard of healthcare, which means that each patient is assessed on an individual basis. If our clinician determines that it is not safe for you to be prescribed the Vaginal Ring, or believes that you should visit a GP in person to be further assessed, you will not be issued a prescription and they will provide you with some recommendations on next steps.
Sleep
Our clinicians provide the highest standard of healthcare, which means that each patient is assessed on an individual basis. If our clinician determines that it is not safe for you to be prescribed a sleep treatment, or believes that you should visit a GP in person to be further assessed, you will not be issued a prescription and they will provide you with some recommendations on next steps.
We cannot provide sleep treatments such as Benzodiazepines (benzos) as they are potentially habit forming drugs. If this is something you think you need, please speak to your GP.
Asthma
Asthma is a chronic condition which affects a person’s airways. It presents as an array of respiratory symptoms like wheezing, shortness of breath, chest tightness and coughing, which ultimately contribute to a reduction in lung function and the ability to breathe effectively.
The specific cause of asthma remains largely unknown, it is thought genetics is one contributing factor. Some adults are diagnosed with asthma as children and carry it throughout their lives, however others can develop asthma over time and be diagnosed as adults. The reasons are thought to be as a result of continual exposure to certain lifestyle pollutants like breathing in fumes that irritate the lungs, or breathing in dusts and other irritants that act as triggers.
Once a formal diagnosis has been made by your personal doctor or respiratory specialist. It is then where a decision is made as to what treatment options are available and suited to you.
Asthma is largely treated with inhalers, categorised into two treatments either a “preventer” or a “reliever”, in some cases multiple are required to ensure optimal asthma management is achieved. Relievers are used to relax the muscles in the airways that become contracted and tight and cause the airway to become narrow, which reduces the ability to breathe effectively. Preventers are used to reduce the inflammation and swelling within the airways, ultimately allowing for more effective breathing to take place.
Other less common treatment options include oral steroids and the use of a nebuliser. Oral steroids are generally used in conjunction with inhalers and are prescribed for a brief period if asthma symptoms are particularly bad. A nebuliser (a machine that converts liquid medicine into a vapour and inhaled) isn’t commonly used as an at home option, rather utilised heavily within the hospital settings for severe cases.
Reflux
Gastro-oesophageal reflux or reflux as it’s more commonly known, is the process of stomach acid leaking up from the stomach to the oesophagus (food pipe). Reflux is a common condition, with 15-20% of adults experiencing symptoms at least once per week. If you find you are experiencing reflux symptoms more than two times per week or having severe episodes, then you are considered likely to have gastro-oesophageal reflux disease (GORD).
Reflux is generally thought to be related to your diet. However, aspects such as weight, pregnancy, connective tissue disorders, stress, smoking, certain body movements like laying down after a meal, bending over and even some medications can also contribute to experiencing this condition. Reflux/GORD primarily results from either an issue with or a relaxed lower oesophageal sphincter (LOS). This is a muscle situated around the bottom of the oesophagus (food pipe) that aids in keeping the stomach contents from rising back up the oesophagus. The LOS can develop some weakness and subsequently cause it to not close properly, hence symptoms like heartburn can then develop.
The medications that are commonly prescribed to manage reflux/GORD are antacids and proton pump inhibitors (PPI’s). Antacids are used to neutralise the stomach acid that causes reflux symptoms and can be in liquid, chewable or tablet form. PPI’s or proton pump inhibitors are also commonly used in the management of symptoms related to reflux or other associated conditions. Proton pump inhibitors work on the cells that line the stomach, reducing the amount of acid being produced.
Menopause
At menopause, you stop producing oestrogen (the main sex hormone in women) and this can lead to menopausal symptoms.
Hot flushes, night sweats, vaginal dryness, low sex drive, dry skin and nails, weight gain, and anxiety, these are just some of the symptoms you may be experiencing when transitioning through menopause. While every menopause is different, we are here to help you along your menopause journey and find the right treatment for you
We believe in holistic care, and provide a range of treatments, including Hormone Replacement Therapy (HRT) and non hormonal treatments. Over 34 different symptoms can be caused by menopause, from hot flushes to loss of concentration. A plan built on the expertise of many professionals is an incredibly important part of your care.
We take a holistic approach to menopause. You’ll discuss your symptoms, medical history and treatment preferences with your clinician, to help them understand whether HRT or non-hormonal treatment is most suitable for you.
Our clinicians provide the highest standard of healthcare, which means that each patient is assessed on an individual basis.
If your clinician determines that it is not safe for you to be prescribed your treatment, or believes that you should visit a GP in person to be further assessed, you will not be issued a prescription and they will provide you with some recommendations on next steps.
Weight loss
The weight loss injections we prescribe contain one active ingredient. When injected, this active ingredient mimics the effects of a specific hormone in the body that helps to reduce appetite, increase feelings of fullness, and slow stomach emptying, leading to a reduced calorie intake that ultimately promotes weight loss.
It’s important to note that these medications are prescription-only and should only be taken under the guidance of a healthcare professional in conjunction with a healthy diet and exercise program.
The results of weight loss injection treatments can vary depending on the specific medication, individual factors such as age, gender, and medical history, and personal adherence to a healthy lifestyle. However, some general potential benefits that may be associated with these weight loss treatments include:
- Physical health improvements to important health markers, such as blood pressure, blood sugar levels, cholesterol levels, sleep quality, and joint pain, and a reduced risk of developing obesity-related diseases, such as heart disease, stroke, and type-2 diabetes.
- Mental health improvements, such as improved self-esteem, mood, and confidence, and reduced symptom severity of depression and anxiety.
- Improved quality of life, including increased energy levels, better mobility, and the ability to engage in activities that may have seemed off-limits due to excess weight.
- Weight reduction has been shown in several studies. However, the amount of weight loss can vary depending on the duration of treatment, and personal adherence to a healthy lifestyle.
It’s important to note that weight loss meds are not a magic solution. They must be used in combination with a healthy diet and regular exercise for the best results.
Once you’ve approved and paid for your medication, our pharmacist will organise fast and discreet delivery. Your treatment will be dispatched within 1-3 days and sent via express delivery.
If you are not home when your medication is delivered, Australia Post will leave it in a safe place, if there is one. If they can’t find anywhere safe to leave it, it will be left at the closest collection point.
hub.health offers cold chain delivery anywhere in Australia. This means your medication will remain cold during transit and be delivered to your door in cold packaging.
We hope this FAQ document helps you navigate the hubPass program.
For any additional questions or concerns, feel free to reach out to our support team.
