Frequently Asked Questions

Please see below answers to a number of commonly asked questions about 13SICK, National Home Doctor Service.

How much will I pay for a home visit?

We bulk bill all Medicare and GOLD DVA card holders, so the home visit won't cost you anything. If the patient does not have a Medicare or GOLD DVA card, you can still book a doctor home visit and pay by credit card (Visa or MasterCard). We will issue you a receipt, which you can take to Medicare for a full refund.

Overseas students who have overseas student health cover (OSHC) with Allianz, Medibank Private or Bupa, will not be charged a fee for the doctor home visit. For other overseas visitors, we can provide a receipt for the doctor home visit, which you can lodge with your insurer for a refund.


How long will it take for a doctor to visit?

Once a booking has been confirmed, the patient will receive a SMS with the Doctor's estimated arrival time. On average, we see most of our patients between two to three hours of the booking confirmation, however this can vary depending on the season and other factors (e.g. weather, public events (i.e. marathons, parades) road conditions etc).


What if it is an emergency and I can't wait?

Our service treats patients who need urgent medical care for non-life threatening conditions. It is not for emergencies. If it is an emergency, call triple zero (000) immediately.


What should I do if the patient's condition changes?

It is important to monitor a patient's symptoms - even after a doctor home visit has been booked. If a patient's condition worsens, you should call us on 13SICK (13 7425) as we may advise the patient to go to hospital or call triple zero for an ambulance.


How do I find out if 13SICK is available in my area?

Simply use our suburb locator (located on the homepage of our website and at the top right hand corner of each website page). Simply enter your suburb or area and we can confirm if we service that area.


When can I request a doctor home visit?

Monday - Friday: From 4pm
Saturdays: From 10am
Sundays and public holidays: All day(Due to government regulations, we are unable to accept bookings for home visits outside of these hours).

Our doctors are on the road:
Monday - Friday: From 6pm
Saturdays: From 12noon
Sundays and public holidays: All day


How do I request a doctor home visit?

  • Use our suburb locator to determine whether the service is available in your area.
  • Call National Home Doctor Service on 13 SICK (that's 13 7425) after 4pm on weekdays (Mon-Fri), 10am on Saturday and all day Sunday and public holidays to request one of our doctors to visit you or a family member at home.
  • Download the App from the Apple Store or Google Play, register your details and make a booking for one of our doctors to  visit you at home. A staff member will contact you to confirm your booking details.

What information do I need when I request a doctor home visit? 

Please have the following information ready when you speak with an operator:

  • the patient’s full name and date of birth
  • the patient’s Medicare or DVA card
  • the patient’s street address
  • the patient's email address
  • a description of the patient's illness
  • the name of the patient's regular doctor or surgery they attend.

Can 13SICK provide comprehensive medical care for my family at home?

Our service does not replace your daytime GP. Our home visiting Doctors provide appropriate medical care when needed after hours when your daytime GP is not available. Our Doctors are also equipped to treat a range of common ailments. 


Are 13SICK Doctors fully qualified?

All National Home Doctor Service Doctors are registered with the Australian Health Practitioner Regulation Agency (AHPRA), as required by the Medical Board of Australia and carry full medical indemnity insurance.


Does my GP have to subscribe to 13SICK in order to access this service?

13SICK is available to anyone (in our coverage area), regardless if their GP subscribes to our service.


Is my personal health information safe?

13SICK, National Home Doctor Service is committed to ensuring that the privacy of our patients' personal information is respected and maintained at all times. We are bound by the Australian Privacy Principles in the Privacy Act 1988 (Commonwealth) and any relevant Health Privacy Principles under State legislation. To read our Privacy Policy in full, please click here.


How can I get some 13SICK magnets?

To request some 13SICK magnets to give to family and friends, send an email to 13sick@homedoctor.com.au. Include your name and address details and we'll mail some out to you!


How can I give feedback?

13SICK welcomes feedback as it helps us to continually improve our service delivery to our patients.

There are various ways to send your feedback to 13SICK:

Via email: feedback@homedoctor.com.au. Please remember to include your suburb and state.

Via mail:
Attention: The National Quality Manager
National Home Doctor Service
Suite 402/29-57 Christie Street
St Leonards NSW 2065

Should a patient wish to take the matter further, there are several options available including:

Queensland:
Office of the Health Ombudsman
Phone: 133 646
Email: info@oho.qld.gov.au
Postal: Office of the health Ombudsman
PO Box 13281
George St
Brisbane QLD 4003

New South Wales:
Health Care Complaints Commission
Commission Inquiry Service
Phone 02 9219 7444
Freecall 1800 043 159
Email: hccc@hccc.nsw.gov.au
Postal: Health Care Complaints Commission
Locked Mail Bag 18
Strawberry Hills
NSW 2012

Victoria:
Office of the Health Services Commissioner
Complaints and Information
Phone 1300 582 113
Email: hsc@health.vic.gov.au
Postal: Health Services Commissioner
Level 26 570
Bourke Street
Melbourne Victoria 3000

South Australia:
Health and Community Services Complaints Commissioner South Australia
Phone 08 8226 8666
Freecall 1800 232 007
Email: info@hcscc.sa.gov.au
Postal: Health and Community Services Complaints Commissioner South Australia
PO Box 199
Rundle Mall
Adelaide SA 5000

Northern Territory:
Health and Community Services Complaints Commission
Phone 08 8999 1969
Freecall 1800 004 474
Postal: GPO Box 4409
Darwin NT 0801

Western Australia:
The Health and Disability Services Complaints Office
Phone 08 6551 7600
Freecall 1800 813 583
Email: mail@hadsco.wa.gov.au
Postal: The Health and Disability Services Complaints Office
GPO Box B61
Perth WA 6838

Australian Capital Territory:
Health Services Commissioner
Phone: 02 6205 2222
Postal: GPO Box 158
Canberra City
ACT 2601

Tasmania:
Health Complaints Commissioner
Phone: 1800 001 170
Email: health.complaints@ombudsman.tas.gov.au
Postal: Health Complaints Commissioner Tasmania
GPO Box 960
Hobart TAS 7001