How does My Home Doctor work?
How long will it take for a doctor to arrive?
- Call My Home Doctor on 13-SICK (7425) to request medical attention for yourself,
or a family member on your policy.
- Inform the operator you are an HCF member. You will then be asked to provide patient
- Contact phone number
- Date of birth
- Regular GP or Medical Centre
- Medicare number
- Medical symptoms
- The patient must hold a current Medicare number to use the service. Members on Overseas
Visitor Health Cover may use their HCF membership number.
- If the service can be delivered, the operator will arrange for a doctor to visit
your home as quickly as possible. The majority of patients are seen within 2-3 hours.
The doctor will be accompanied by another person to ensure their security and your
peace of mind.
- If the medical condition is an emergency, the operator will recommend you call an
ambulance or visit the nearest hospital.
- A report will be sent electronically to your regular doctor the following day.
Can the Call Centre Operator give medical advice?
80% of patients are seen within 2-3 hours.
If the service is extremely busy, it may take longer than this. You will be advised
if this is the case.
Can doctors give medical advice over the phone?
No, operators are not medically trained.
Under what circumstances is the My Home Doctor service
No, for legal reasons the doctor must visit the patient in person.
Will doctors dispense medications and pain relief?
- Medical emergencies.
- Patients threatening suicide, or appearing psychologically unstable.
- Intoxicated patients or those under the influence of drugs (intoxicated minors may
be seen in the presence of sober parents).
- Where there is evidence of threatening or abusive behaviour.
- If a patient has been assaulted and wants a police report. In this situation, they
will be referred to hospital for a police report.
- Female patients requiring an internal vaginal examination.
Usually these patients are referred back to their regular doctor, or to emergency
services if urgent.
Will doctors write prescriptions?
The doctors carry a range of medication starter packs and injections such as:
- anti-vomiting medications;
- eye ointments;
- medications for light pain relief.
Pain relief medications are only dispensed at the doctor’s discretion.
Will doctors write scripts for narcotics?
Yes, doctors are able to write some prescriptions for antibiotics and urgently needed
Doctors will not generally write prescriptions for:
- blood pressure medications;
- cardiac medications;
- anti-anxiety medications;
- contraceptive pill; or
- other regular medications.
Can doctors do stitches?
No, My Home Doctor has a strict no-narcotics policy.
Doctors do not carry narcotic medications, nor will they write scripts for narcotics.
Who will have access to information disclosed during doctor’s
Yes, doctors carry both suture (stitches) packs and glue for lacerations and injuries.
Please be aware that doctors cannot administer tetanus injections.
How do I receive follow up care
The information provided to Home Doctor Service,
and the doctor attending, will only be communicated to your regular doctor.
HCF will just be aware you have used the service, which is used to determine the value of My Home Doctor to our
members. None of your medical information obtained during use of the service is sent to HCF.
Continuity of Care: It is important to note that Home Doctor Service provides medical care to
patients in their own home when their regular doctor is not available. Patients seen in the
after-hours are then returned to the care of their regular general practitioner. The services
are provided in a manner that facilitates continuity of care with the patient’s regular doctor
including the provision of appropriate medical notes for the patient’s regular doctor to take
This service is run by Family Care Medical Services (Australia) Pty Ltd, Melbourne Medical
Deputising Service Pty Ltd operating as Home Doctor Service (Home Doctor Service)
for and on behalf of HCF. You may access this service by calling 13 74 25, in which case Home Doctor
Service will check the validity of your HCF membership with us. The personal information (including
health and other sensitive information) that you provide to Home Doctor Service is used and disclosed
only for the purpose of delivering and evaluating the service. If you do not provide this information,
Home Doctor Service may not be able to provide you with the service. Home Doctor Service will not disclose
personal information to HCF other than your name, address, postcode, date of birth, gender, date of
participation with My Home Doctor, member number and customer number in order to allow HCF
to evaluate the service.
With your permission Home Doctor Service may disclose your health information and
other personal information to your regular doctor or other health care provider.
For more information about how HCF and Home Doctor Service handle your personal
information, including how to access and correct your personal information or make
a complaint and how HCF and Home Doctor Service will deal with such a complaint,
see their respective privacy policies: