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Our commitment to your safety and quality of care

Telehealth Code of Practice

At InstantScripts, your safety, wellbeing, and trust are at the heart of everything we do. That’s why we’ve developed a Telehealth Code of Practice - a voluntarily adopted set of principles that guide how we deliver safe, respectful, and high-quality healthcare through telehealth.

This Code is based on national healthcare standards, clinical best practice, and our own experience delivering care to hundreds of thousands of Australians. It reflects how we protect your privacy, make safe clinical decisions, communicate clearly, and work with other healthcare providers when needed.

We want you to know what you can expect when you choose us - and how we’re committed to getting your care right, every time.

What you can expect from us

Here are the key areas of care and safety we focus on:

✅ Safe and appropriate care

We only offer telehealth when it’s clinically suitable and safe for you. If we think you need in-person care, we’ll always let you know and guide you to the right support.

✅ Protecting your privacy

Your health information is stored securely and treated with the highest confidentiality — in line with Australian privacy laws. You’re in control of how your information is shared.

✅ Respectful and clear communication

We communicate in a way that is respectful, culturally aware, and easy to understand. We’ll always explain your options, listen to your preferences, and support your decisions.

✅ Safe prescribing

We follow strict protocols for all prescriptions. We don’t prescribe high-risk medications, and we always ask for your full medication history to ensure safe treatment.

✅ Responsible use of antibiotics

We only prescribe antibiotics when they’re clinically needed — to protect your health and reduce the risk of antibiotic resistance in the community.

✅ Emergency and urgent care support

If something serious arises during a consultation, our doctors are trained to respond quickly and help you access the right care without delay.

✅ Coordinated care with your GP

With your permission, we can share important health updates with your regular GP or other providers. We also use My Health Record to help keep your care connected and seamless.

✅ Clear information about fees and costs

We’ll always be upfront about any fees — including consultations, tests, or cancellations — before you receive care. You’ll never be caught off guard.

✅ Safe care for specific conditions

We use tailored protocols for certain services, like skin, mental health, or weight management — to ensure safe, effective care for your specific health needs.

✅ Ongoing training and clinical oversight

Our doctors are supported by ongoing training and robust governance. We continuously review the care we deliver and act quickly if improvements are needed.

✅ Listening and improving

We value your feedback. If you have a concern or suggestion, we have clear processes to listen, learn, and improve our services.

✅ Honest and transparent information

We follow strict rules to make sure everything you see on our website or in ads is accurate, easy to understand, and never misleading.

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