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 Individuals
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.
No, consultations with our clinicians are not eligible for Medicare rebates. While there are some exceptions, Medicare rebates for telehealth consultations in Australia are generally only available where a patient has attended the same practice or practitioner in person within the last 12 months. While our fees are comparable with the out-of-pocket costs many patients pay for consultations in person, as an online service our consultations are all privately billed and do not attract Medicare rebates.
We hope this FAQ document helps you navigate the hubPass program.
Additionally, click here to read the complete list of FAQs for hub.health.
For any further questions or concerns, feel free to reach out to our support team.