Clinical governance

Scope of telehealth

Telehealth is suitable for conditions that can be safely assessed without a physical examination, such as many everyday illnesses, certificate requests, repeat prescriptions and referrals. It is not suitable for emergencies, conditions needing a physical examination, or presentations with red-flag symptoms — these require in-person or emergency care.

Escalation and red flags

If a patient reports symptoms that could indicate a medical emergency, doctors direct them to call 000 immediately, or to healthdirect on 1800 022 222 (24 hours) for urgent but non-emergency advice, or to attend an emergency department in person. Doccio doctors will decline a request that isn't suitable for telehealth, and the patient is not charged for a declined request.

Prescribing

Doccio doctors do not prescribe Schedule 8 medicines or other drugs of dependence online. Repeat prescriptions are issued only for medication a patient is already stable on, following a clinical assessment of ongoing suitability.

Medical certificates

Certificates are issued only after a doctor has completed a clinical assessment. The duration of a certificate reflects what is clinically justified, and certificates are not backdated beyond that. Every certificate carries a unique, verifiable ID that confirms authenticity without exposing clinical details.

Privacy

Certificate verification confirms authenticity only — it never reveals a diagnosis or clinical notes. Patient records are encrypted, and Doccio's handling of personal information is governed by the Australian Privacy Principles.

Complaints

Patients can raise a concern directly with Doccio, and may also contact AHPRA or their state or territory health complaints body if a concern relates to a doctor's clinical conduct.

Document review

This document is reviewed at least every 12 months, or sooner if clinical guidance or regulation changes.