Terms & Conditions
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Under these Terms and Conditions, “Customer” refers to anyone booking a health consultation online through the nPower Health website.
“Telehealth” is digital systems and communication technologies used by a healthcare provider to deliver consultative services to an individual, over a digital connection, at their location, which may be different to the physical location of the healthcare provider. Customers who book a consultation with nPower Health are consenting to the delivery of health care consultation services by nPower Health via Telehealth.
Telehealth consultations are used to improve access to medical services, where customers may be unable to attend an in-person consultation, or as an alternative to face-to-face consultations. Telehealth consultations use digital technology and can include video, electronic mail, instant messaging, or telephone consultations, digital photography/imaging and online prescribing of medications. (1)
Due to provider statutory and professional qualifications, as of this time, Customers must be physically located in Australia.
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Australian privacy laws which apply to the privacy and confidentiality of medical information also apply to Telehealth consultations.
Customers have the right to withhold or withdraw consent to the use of Telehealth at any time either verbally or in writing, without affecting their rights to future care or treatment.
nPower Health does not record Telehealth consultations and does not authorize customers to make their own recordings of Telehealth consultations. If either party has a reason for wishing to do so, this must be verbally agreed beforehand and recorded in the medical notes by the clinician. nPower Health expects Customers to treat all communications with their provider, electronic and otherwise, as Confidential.
Customers medical and personal information that is shared with nPower Health and that needs to be retained for the purposes of delivering care, will be stored on secure, cloud-based software based in Australia and will be encrypted at rest as well as in transit using robust cybersecurity standards. nPower Health does not sell customer data to third parties. Some data used for website hosting and billing may be stored on secure, cloud-based software based in the United States.
For details of how nPower Health's main clinical software (Best Practice) collects and handles patient data, please refer to Best Practice Privacy Statement. For details of how nPower Health's scheduling software (HotDoc) collects and handles patient data, please refer to HotDoc Privacy Policy and HotDoc Security Policy
Email addresses and phone numbers are required for nPower Health to contact customers regarding their appointments, consultations and ongoing care. Customers booking with nPower Health agree to receive SMS and email reminders. To withdraw this consent please contact nPower Health support. Customer email addresses will also be added to the nPower Health customer mailing list to receive information updates and newsletters, but customers can opt out from this at any time by contacting support.
nPower Health uses secure email and document exchange systems to convey and deliver information to customers. The receipt and secure handling of that information is the customers’ own responsibility. nPower Health may suspend electronic communication with a customer, and/or request additional identify verification, if communications security is breached or compromised.
nPower Health will take all reasonable steps to mitigate cybersecurity risks and protect any information sent and received, but the security and confidentiality of all electronic communications cannot be guaranteed.
nPower Health may share information with customers’ designated health care provider and/or the Australian e-Health record system with the customers’ consent, but customers can withhold or withdraw that consent and/or choose which information is shared. Please indicate preferences for information sharing with provider so they may be noted.
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There are some potential challenges with Telehealth consultations of which Customers should be aware:
1. Digital video connections may not always work or may stop working during the consultation, or
2. The quality or fidelity of the image or audio stream transmitted may not be clear enough to enable the consultation.
In either case, customers have the option to complete the consultation by telephone, reschedule to a different time or cancel with full refund.
3. Telehealth limits a provider’s ability to perform physical examinations, so customers may be directed to see another medical provider in person if the nPower Health provider believes it necessary.
4. Telehealth requires both Customer and Provider to be able to participate fully during the entire length of the consultation appointment time and to be free from distractions. Provider will make all reasonable efforts to begin and end appointments on time and give patients their full focus. Whilst Customer is expected to book appointment times that allow them to be fully present for the duration of the consultation and to situate themselves physically in a location suitable (and sufficiently private) to discussing their health care needs.
Booking a consultation does not guarantee that you will be provided with any particular treatment or medication. Treatment options will be discussed and agreed with the patient, but prescribing of medication is at the discretion of the treating provider after a thorough assessment based on medical history (from pre-submitted intake forms) and direct questioning (during your consultation). nPower Health providers will not prescribe any treatment that they consider inappropriate or unacceptably risky for the patient, as per their terms of professional registration and indemnity insurance.
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Customer is responsible for payment of all fees incurred as a result of their Telehealth consultation. Consultation bookings made online through Hot Doc will require payment details entered at the time of booking. Payment is not processed until after the appointment.
If you prefer to book and pay the full fee in advance without your credit card number being retained in the system, please send a message via the Contact us page and a representative will contact you to book your appointment over the phone with your credit card.
Online credit card bookings through HotDoc attract a charge imposed by the payment processor of 1.75% and 30¢; this fee is added to the consultation fee to be paid by the Customer. Customers who wish to avoid paying this processing fee should send a message via the Contact us page and a representative will contact you to book your appointment using other payment options, such as direct bank deposit. Bookings using direct bank deposit must be paid fully in advance.
If the Customer chooses an online credit card booking, such payments are processed securely through Stripe e-Commerce cloud-based website platform. Any personal or identifying information needed to process your payment will be stored securely in your own secure payment profile. For bookings made over the phone with a credit card or direct bank deposit, no payment information is retained by nPower Health.
For financially disadvantaged customers: if we agree to delay prepayment and/or accept a reduced deposit we may still require some payment details to be provided in advance of your consultation to assess fees in case of non-attendance or late changes/ cancellations. But please contact nPower Health at payments@nPower.Health to discuss your situation and how we might best help.
Customers who hold a valid Australian Medicare card are usually eligible for a Medicare rebate. nPower Health may collect Medicare card details to facilitate the processing of rebates on customers’ behalf. However, it remains the Customer’s responsibility to claim their rebate directly from Medicare if processing by nPower Health fails for some reason.
Medicare details are stored securely and not shared with any other entity except Medicare. In cases where bulk-billing is offered and accepted, the Customer understands that they assign their bulk-billing benefit directly to the practitioner who has rendered the service (as per Department of Human Services form DB4E- Bulk Bill voucher).
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Customers may make changes to or cancel their bookings up to 2 full business days before the start of their consultation time at no charge by contacting us at hello@nPower.Health. Changes or cancellation fees inside the 48-hour period before consultation start time will be assessed as follows:
24-48 hours prior: $15
12-23 hours prior: $40
2-11 hours prior: 50% of the total consultation fee
Cancellations inside of 2 hours before consultation start time or failure to attend: 100% of the total consultation fee
Hours are counted only on full business days, excluding weekends and public holidays.
Bookings paid in full in advance will have the residual balance, after assessment of change or cancellation fees, returned to their original form of payment.
Consultation time overrun is a significant challenge to the orderly operation of nPower Health so Customer is expected to be able to participate fully in the consultation and be free from distractions. Time spent in session cannot be prorated or credited due to interruptions outside of technical difficulties or bona-fide emergency situations.
Consultations interrupted by technical difficulties will be rescheduled at no charge, based on normal rescheduling availability (i.e. they are not given any additional priority in scheduling over any other bookings).
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