Use this troubleshooting guide to help request an 13SICK After Hours Doctor for your residents. If you have questions for the Aged Care team please contact us here.
| What times does 13SICK provide consultations? | 13SICK operates at the following times: Weekdays (Monday to Friday): 6:00 PM to 8:00 AM the next day Saturdays: Before 8:00 AM and after 12:00 PM Sundays and Public Holidays: 24 hours |
| When can I make a booking request? | You can request a booking any time of day for your resident. We cannot provide a consultation until the After Hours period |
| Are consultations Bulk Billed? | All consultations with 13SICK are Bulk Billed if the patient has a Medicare card |
| What type of consultation does 13SICK provide? | 13SICK provides both home visits and telehealth consultations for Aged Care residents. We always want to provide a home visit if a Doctor is available. If a Doctor isn’t available for a home visit we will call you to let you know and that the consultation will be provided by telehealth instead |
| Which geographic areas can 13SICK cover? | 13SICK After Hours service can provide Telehealth consultations for Aged Care facilities across Australia |
Making a Booking with 13SICK
| How do I book in a resident? | There are 3 ways to request a consultation for a resident: 1. Book on the 13SICK homepage. Click on the orange ‘Aged Care’ button and fill in the patient details to request a booking: https://13sick.com.au/ 2. Book on your own customised nursing home booking portal: nh.13sick.com.au. This is the quickest way to place a booking request as resident details are already in the portal. If you don’t have your nursing portal set up yet click here to reach out to our Aged Care team and we can set you up. 3. Call us on 137425. Use this as a last resort because online booking is quicker and easier |
| Can I upload documents to a booking? | When you request a booking for a resident it can be really helpful for the 13SICK Doctor if you can upload relevant documents. You can upload images (e.g wounds), discharge summaries or advanced care directives |
The Consultation
| How will the Telehealth consultation start? | One of our Doctors will call your facility on the phone number provided to start the consultation. If a video consultation is required we will send a one-time link to a mobile phone for the nurse to click on and start the video consultation |
| Can facilities use an Ipad to do the consultation? | We need either a landline phone to call or a mobile phone (with a phone number) to do the video consultation |
| Will the consultation be video or a phonecall? | The type of consultation depends on the clinical need. Our Doctors can provide both video and phone consultations |
| Can I upload documents to a booking? | When you request a booking for a resident it can be really helpful for the 13SICK Doctor if you can upload relevant documents. You can upload images (e.g wounds), discharge summaries or advanced care directives |
E-Prescribing
| Can 13SICK Doctors access e-prescribing for facilities? | 13SICK Doctors have access to Medimap, BestMed and other e-prescribing platforms |
| Can 13SICK Doctors prescribe for facilities that use paper charts? | We can generate a temporary drug chart on our software for facilities to use until the regular GP can visit |
Consultation Notes and Summaries
| How do I get a summary of the notes after the consultation? | After the consultation our Doctors can fax or email notes to your facility. If the Doctor visits they may be able to upload their notes directly onto the patients progress notes if they have access If you have your nursing portal set up you can login and see progress notes as soon as the Doctor has written them |
| Does the GP receive a copy of the consultation summary? | The regular GP Practice is provided a summary of each consultation |
About 13SICK
| What are the commonest reasons for Telehealth bookings? | The commonest reasons for Aged Care bookings are as follows: 1. Falls or Injury Review 2. Medication Request 3. ‘General Review’ 4. Pain Management 5. Respiratory 6. Urinary Issue 7. Dermatological 8. Palliative Care |
Feedback and Complaints
| How do I contact the 13SICK Aged Team? | To contact the 13SICK team you can either call us on 137425 or message us here |
| How do I provide feedback or complaints? | To give feedback for the 13SICK Aged Care team please click on this link to message us |
Request a Booking
Click on the button below to request a consultation for an aged care resident