FAQs about 13SICK
Please see below answers to a number of frequently asked questions about 13SICK, National Home Doctor Service.
We bulk bill all Medicare and GOLD DVA card holders. 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), and overseas visitors health cover (OVHC) with Allianz, NIB, Medibank Private or Bupa, will not be charged a fee for the doctor home visit. For any other types of membership, payment is required to be made upon booking. We can provide a receipt for the doctor home visit, which you can lodge with your insurer for a refund.
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).
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.
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.
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.
Monday - Friday: From 6pm
Saturdays: From 12noon
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
- 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 6pm on weekdays (Mon-Fri), 12pm noon 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.
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.
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.
All 13SICK, 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.
13SICK is available to anyone (in our coverage area), regardless if their GP subscribes to our service.
13SICK, National Home Doctor Service welcomes feedback as it helps us to continually improve our service delivery to our patients.
There are various ways to send your feedback to us:
Via email: firstname.lastname@example.org. Please remember to include your suburb and state.
Attention: The National Quality Manager
13SICK, 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:
Office of the Health Ombudsman
Phone: 133 646
Postal: Office of the health Ombudsman
PO Box 13281
Brisbane QLD 4003
New South Wales:
Health Care Complaints Commission
Commission Inquiry Service
Phone 02 9219 7444
Freecall 1800 043 159
Postal: Health Care Complaints Commission
Locked Mail Bag 18
Office of the Health Services Commissioner
Complaints and Information
Phone 1300 582 113
Postal: Health Services Commissioner
Melbourne Victoria 3000
Health and Community Services Complaints Commissioner South Australia
Phone 08 8226 8666
Freecall 1800 232 007
Postal: Health and Community Services Complaints Commissioner South Australia
PO Box 199
Adelaide SA 5000
The Health and Disability Services Complaints Office
Phone 08 6551 7600
Freecall 1800 813 583
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
Health Complaints Commissioner
Phone: 1800 001 170
Postal: Health Complaints Commissioner Tasmania
GPO Box 960
Hobart TAS 7001