Frequently Asked Questions | Rosemary Health

About Rosemary
How it works
What we treat
Medications
Pricing
Refunds
Shipping
Repeat prescriptions
NSQHS standards
Information and security
Telehealth services

About Rosemary

What is Rosemary Health?

Rosemary Health is building Australia’s leading online healthcare system, creating a patient-centric primary care platform to deliver a personalised, end-to-end healthcare experience from diagnosis to medication delivery to ongoing care. We believe we’re only years away from a future where more healthcare services are provided remotely rather than in person. At Rosemary, we’re making this future a reality.

Who is Rosemary for?

Rosemary is for anyone over the age of 18 and living in Australia who would prefer to seek treatment from the comfort of their home. Some of the treatments we offer require you to have already seen a doctor in-person and received a diagnosis. A Medicare card is not necessary to receive treatment.

How it works

How is Rosemary different from a regular visit to the GP?

We provide the same level of professional care as a traditional visit to the doctor, but more
convenient because we’re 100% online. Just like a traditional GP visit, our doctors need to understand your symptoms and medical history in order to see if it’s safe and appropriate to give you care. If appropriate, we can write a prescription for a personalised treatment plan with free delivery and convenient
automatic reorders.

Does Rosemary replace my general practitioner?

Rosemary is a complement to—not a replacement for—your general practitioner. So it’s important to keep your GP and any other doctors involved in your care. It is recommended to visit your doctor to review your symptoms and health history once you have finished your rescript with Rosemary.

Is video call required?

No, video chat is not required, but a video consultation is one of the options available to connect with a doctor at Rosemary. After answering the questions in your first online visit, a doctor may contact you via phone or text to ask more questions if necessary.

Do I need an appointment?

No, you do not need to make an appointment to use Rosemary, unless you are booking a video consultation.. Our online, text-based platform makes it easy to access real doctors and treatments anytime, anywhere. Fill out the assessments 24/7, whenever it is convenient for you. Our doctors review within 24 hours, but often turn around times are much quicker.

How long does an online visit take?

The online assessments typically take about 5 minutes to complete. Each questionnaire covers your medical history and symptoms so our doctors can best identify a suitable treatment plan for your needs. Once you have submitted the assessment and paid the doctor’s consultation fee, our doctors review within 24 hours, depending on what time the assessment is submitted.

How long until the doctor responds?

A doctor will typically review your assessment and respond within hours.

What if I am having an emergency?

If you are having a medical emergency, please call 000 immediately.

What we treat

What types of conditions can we treat?

Rosemary treats a range of conditions for a new diagnosis and repeat prescriptions.
Diagnosis:
- Acne
- Cold and Flu
- Erectile dysfunction
- Gastroenteritis
- Hair Loss
- Heartburn
- Hay Fever
- Insomnia
- Premature Ejaculation
- Rashes
- Weight Loss

Repeat prescriptions only:
- Blood Pressure and Heart
- Cholesterol
- Cold Sores
- Contraceptive
- Diabetes
- Gout
- Herpes
- Incontinence
- Lungs and Asthma
- Menopause
- Mental Health
- Migraine
- Osteoporosis
- Thyroid

Medications

Do I need a prescription to use Rosemary?

No, you do not need a prescription to use Rosemary. Our doctors will write a prescription if they deem it safe and appropriate to do so after reviewing your online assessment.

Am I guaranteed a prescription?

No, if the doctor reviews your assessment and deems it not medically appropriate to prescribe you a prescription treatment plan, you will not receive one. Your doctor will send you a message with details and next steps. Your health and safety is our top priority, and our doctors adhere to the most stringent clinical practices.

What treatments are available?

We offer most medications that are available in pharmacies around Australia. If you have been prescribed before, you can search for your prescription medication at the beginning of your online assessment.

Can I choose specific brand name medications?

Yes, we carry a broad range of prescription medications, including both branded and generic medication.

For rescripts of previously prescribed medication, you can select the brand name medications that you’ve been taking or choose to purchase generic medication.

Can I request a different treatment than what was prescribed?

Yes. If your doctor has recommended a treatment that doesn’t work for you or if you’re interested in exploring other options, you can request to swap treatments within your account page. Your health and safety is our doctors’ top priority and changing treatments is up to their discretion.

Pricing

How much does it cost?

Our doctor’s consultation fee for most services is only $20, our online video consultation cost $50 per call at a duration of 15 minutes.

The cost of the medication will vary depending on what the doctor decides is best suited for you. You will always have the opportunity to review each treatment’s cost and details before paying, and even choose between branded medication you may be familiar with or generic medication that is equally effective but significantly cheaper in price.

If you would like to check the availability and pricing of the medication we stock, please search for your medication on our homepage. All of our services come with free ongoing nationwide shipping and free ongoing follow ups with our doctors online.

Can I bulk bill through Medicare?

No, unfortunately Rosemary services cannot be claimed through Medicare at this time.

Can I use my private health insurance?

You may be able to claim some or all of your medication cost through your private health insurance. If you need a receipt to file a claim, please sign into your account and download a receipt in your Order history.

Refunds

What if the medication doesn't work? Do I get a refund?

If you have received and tried the medication prescribed and are unhappy with the results, you can message your doctor and request to try a different treatment.
If the doctor decides it is not medically appropriate to prescribe you a treatment plan, you will receive a refund for your doctor’s consultation fee. This applies for all our service except our video call service.

Shipping

How do I pause or cancel medicine deliveries?

Log into your account and click “Pause” underneath the treatment you’d like to pause or cancel. From there you can cancel the automatic reorders.

How long does shipping take?

We offer free medication delivery anywhere in Australia for all treatments. Depending on your location, it may take up to 5 business days to arrive.

Can I return my shipment?

Unfortunately, prescription products cannot be returned once they have been dispatched from a pharmacy. However, if you feel there may have been an error dispensing your prescription, please contact us at hello@rosemaryhealth.com.au.

What packaging will my treatment be delivered in?

All medications are shipped in discreet, plain boxes. It will not reveal the name of the medication.

Repeat prescriptions

Am I guaranteed a prescription?

How do I pause or cancel medicine deliveries?

Log into your account and click “Pause” underneath the treatment you’d like to pause or cancel. From there you can cancel the automatic reorders.

When do I pay for the repeat medication?

After you have paid for your personalised treatment plan, log into your account to review details like dosage instructions and shipping frequency. For your convenience, repeat medications will be automatically charged to the credit card saved to your account. You will receive an email a few days before the reorder date to remind you of the upcoming delivery. This can be paused or cancelled at anytime.

NSQHS standards

Is it legal to prescribe medications online?

Yes, prescribing medications and buying medicine online is legal and safe in Australia.
Rosemary is an Australian company that connects you with licensed doctors and pharmacists in Australia, all online for your convenience. Every doctor you interact with is licensed to prescribe medications and treat patients in Australia and complies with all governing medical laws.

Who are the doctors on the platform?

Rosemary is for your own personal and private use. Unfortunately, it is not legal for you to access healthcare services on behalf of another person.

In order for our doctors to legally provide you with medical advice and for you to consent to the consultation, we need to make sure that you are who you say you are.
‍
It takes about 2 minutes to complete and only needs to be done once. Make sure you have a valid document with you:
- Australian drivers license
- Australian passport
- Foreign passport with an Australian visa
- Australian birth certificate
- Australian citizen certificate
- ImmiCard

Who is the partner pharmacy on the platform?

Rosemary passes your prescription to our partner pharmacy to dispense and deliver your treatment. We only work with licensed Australian pharmacists who have gone through a thorough verification check before joining the platform.

Our partner pharmacy is:
Poet's Corner Pharmacy
4/45 Morehead St, Redfern NSW 2016
(02) 9698 1348

Why do I need to verify my identity?

Information and security

Is my information safe?

We take your privacy and the security of your information very seriously. Rosemary complies with all relevant privacy laws and has implemented strict security protocols to protect your information.

Telehealth services

What is telehealth?

Telehealth provides the ability to book a phone or video consultation with a doctor from the comfort of your own home. Rosemary offers the ability for you to speak to a practitioner via video or phone call.

What equipment do I need to do telehealth on Rosemary?

You can use a web-cam and internet enabled computer, tablet or mobile device.

What can be done via telehealth?

Many issues can be resolved using Telehealth, including but not restricted to- certain medical advice, requesting repeat prescriptions, medical certificates or specialist referrals. Occasionally, a doctor will need to see you in person, but will direct you accordingly to attend the practice or seek care elsewhere as appropriate.

Can I still get prescriptions for medication over Telehealth?

Absolutely. There may be some restrictions based on the type of medication being prescribed and the process by which you receive your prescription and medications may vary depending on the practitioner’s recommendations.

Can I get controlled medications over Telehealth?

Note that Schedule 8 and Schedule 4D Controlled Drug medications and drugs of addiction cannot be prescribed via telehealth. This includes codeine, S8 drugs, S4D drugs, opioids and habit forming or addictive sleeping tablets. It is inappropriate to prescribe any such medication in this manner due to the potential for addiction and misuse. It is not possible for our GPs to provide any restricted medications. Please do not proceed to book a video consultation if you are seeking such medication as your consultation fee with the GP will not be refunded.

How much does a telehealth appointment cost on Rosemary?

Our online video consultation cost $50 per call at a duration of 15 minutes. Any out of pocket expense for your appointment may be payable directly online via credit card.

How do I pay for a private telehealth consult?

Payment using a credit card will be securely collected by Rosemary at the time of booking.

What do I do if I need to cancel the appointment before it starts?

You can cancel bookings in the calendar link. Or contact us at hello@rosemaryhealth.com.au for further assistance. You will receive a full refund.