Question 1

What happens if the doctor is not running on time?

Accepted Answer

All efforts will be made to run on time but sometimes delays will occur. If a delay does occur, we will still do our utmost to see you as soon as possible. Please read the Terms of Service for further information.

Question 2

How long are the appointments?

Accepted Answer

Presently appointments are 10 minutes long but this may change in the future.

Question 3

How is my data stored and kept private and confidential?

Accepted Answer

Your medical notes are confidential and are stored in accordance with data protection legislation. As a patient of SwiftDoc, we have a duty to you to maintain strict confidentiality in respect of your affairs. In handling personal information, we are subject to the Privacy Act 1998 (Cth), and are required to comply with the National Privacy Principles in the Act. You can read SwiftDoc’s full Privacy Policy and SwiftDoc’s Terms of Service.

Question 4

Which areas of Australia do you cover?

Accepted Answer

We cover all of Australia.

Question 5

How experienced are your doctors?

Accepted Answer

Very. Our doctors are highly qualified in many different fields of medicine with postgraduate qualifications and many years experience in General Practice and some specialties.

Question 6

Can I get a nicotine script ?

Accepted Answer

Yes. In line with RACGP guidelines, our doctors prescribe TGO-110 complaint liquid nicotine to be dispensed by an Australian domestic pharmacy, not for the personal importation scheme. If you would like to discuss this with a doctor, please book a bulk-billed Smoke Free appointment at www.swiftdoc.com

Question 7

Can I use a computer to connect to SwiftDoc?

Accepted Answer

Yes you can have a video call with the doctor on our website (as long as your desktop/laptop has a camera)

Question 8

Is everything confidential?

Accepted Answer

Yes all patient records are confidential. We use the same software used in many surgeries across Australia and all data is dealt with according to our privacy policy.

Question 9

Can you manage workers compensation claims and certificates?

Accepted Answer

Yes. Simply make an appointment, choosing the WorkCover option (there is no charge). We will deal with all your certificates, referrals, imaging and investigations.

Question 10

How much does the service cost?

Accepted Answer

Standard appointments are $59.00. These last 10 minutes.

Question 11

Why should I use SwiftDoc?

Accepted Answer

SwiftDoc is safe, convenient and cost-effective. You save time and effort by avoiding time off work, travelling to a doctor’s surgery and waiting in a noisy waiting room with lots of sick patients.

Question 12

Do you cover mental health?

Accepted Answer

Yes. Mental health problems can easily be treated using the SwiftDoc service. Patients feel very comfortable because they can be at home for their consultations. We can prescribe medications if clinically appropriate. We offer on-going follow up and monitoring. We can refer to psychologists and other mental health professionals if needed.

Question 13

What are the opening hours and appointment times?

Accepted Answer

Our opening hours are subject to change and will be updated regularly. Presently we are available out-of-hours, evenings, weekends, public holidays and during the day. Some of our doctors choose to offer appointments between certain hours. Appointment times depend on when the doctor you have chosen has made themselves available.

Question 14

Can I get a medical certificate for work absence?

Accepted Answer

Yes if it is clinically appropriate.

Question 15

Can I get a PDF copy of my nicotine script?

Accepted Answer

No. In line with RACGP guidelines, our doctors only prescribe TGO-110 compliant liquid nicotine to be dispensed by an Australian domestic pharmacy. We therefore do not provide PDF versions of prescriptions for the personal importation scheme. Our prescriptions are eScripts (QR codes) that can only be scanned and dispensed by an Australian Pharmacy.

Question 16

Can the doctor complete forms for me?

Accepted Answer

Yes. You can email your form to admin@swiftdoc.com. We will convert it to a PDF, complete the form and return it to you after your appointment.

Question 17

How are results followed up?

Accepted Answer

If results are normal we will not call you unless further tests are needed. We will send you results if you request this. If abnormalities are found that require a more in depth discussion, we will email you and request that you make another appointment.

Question 18

Can I discuss several problems in one appointment?

Accepted Answer

Within reason. It is very important that we keep to time so that you do not experience a delay for your appointment. Dealing with multiple medical problems in one appointment is at the discretion of your doctor. It is better to spend time on 1 important issue rather than less time on 2 or 3 issues. We will do our best to satisfy you as a customer as well as treat you safely as a patient.

Question 19

How do I change my appointment?

Accepted Answer

Please call us on 1800 794 383.

Question 20

Which video service do I need?

Accepted Answer

You only need to use SwiftDoc. You can have your video call on an iphone, android phone, laptop or desktop. You do not need to download our app to have a video call, you simply need a device with a camera and internet connection and you can have the video call on our webpage. We have basically built our own version of skype/zoom/facetime - but SwiftDoc is much better! We've tried to make things really easy.

Question 21

How do I contact SwiftDoc for admin or non-clinical issues?

Accepted Answer

Please use the Contact Us page on our website.

Question 22

Do you do specialist referrals?

Accepted Answer

Yes. We can refer you to any specialist anywhere in Australia. Our doctors will write the referral and email it to you as a secure PDF (these letters are uneditable- content cannot be changed but letters are printable so you can take a copy to the Specialist). We can also email the referral letter to your specialist if you do not have a printer. We will receive replies electronically (which makes us paperless). You can also see a specialist using SwifDoc.

Question 23

Is my Payment secure?

Accepted Answer

Yes. Your card payments are encrypted and secured by Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

Question 24

What happens if there is poor phone reception or a slow internet speed and the call does not work?

Accepted Answer

We will always endeavour to reschedule when you are in a better service area.

Question 25

Can I collect my SwiftDoc prescription from my local pharmacy?

Accepted Answer

Yes. You can collect your prescription from any Pharmacy. From March 2021, we can SMS your prescription to your phone as an e-script. You then simply take your phone to an e-script enabled pharmacy and they will scan the QR code and dispense your prescription.

Question 26

Which conditions cannot be treated by SwiftDoc?

Accepted Answer

18 out of 20 of the most common problems seen in General Practice can be managed safely through video conferencing. There are some obvious examples of conditions that SwiftDoc cannot treat e.g. emergencies.

Question 27

Can I claim a Medicare rebate?

Accepted Answer

Unfortunately not. The Government changed the rules on this recently.

Question 28

What type of phone do I need?

Accepted Answer

You can use any iOS or Android smartphone that can connect to the internet and play video. You can also use a desktop or laptop for your video call from our website.

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