Helpie FAQ2021-09-17T12:35:02+10:00

Appointment Queries

  • How can I book an appointment with my Alevia doctor?

    Our user-friendly system meets that you can book your own appointments online or through the AMS app! To make an appointment through our website, simply click here. Alternatively, you can download the AMS Connect app, enter your details and book a time to speak with your Alevia doctor that way. If you need a hand, our reception team will always be available to assist you further.

    If you’d prefer, get in touch with our reception team here and we will give you a call.

  • What if I can’t get in to see my normal Alevia doctor?

    Our team will always do our best to find you an appointment time with your doctor that will best suit your schedule and your treatment. However, if you are struggling to find a time with your doctor, you can always check in with one of our other Alevia doctors as we share a centralised database that all doctors can access equally (such as for your medical history and notes). Alternatively, you can give our team a call and we can put you on a waiting list in case any times become available last-minute.

    If you have a query that you want to relay to your doctor now, click here to send your message to our team and we will endeavour to get back to you within 24 hours.

    For all other urgent medical problems, visit your local GP or dial 000 in an emergency.

  • How do e-scripts work?

    We’ve put together a FAQs page for electronic prescriptions. Check it out here!

  • Can I claim private health insurance for my appointments?

    Whilst our weight program is extremely efficacious, currently there is no private health insurance rebate for programs already funded by Medicare. Please speak to your health insurer if you have any questions or concerns.

  • How can I pay for my appointment?

    When you make an appointment with us (either online or on the phone with our team), we will collect your credit/debit card details in advance in order to be able to secure the appointment in our system. Your details become ‘tokenised’ for each individual appointment and will allow for an automatic payment to be deducted from your account AFTER your consultation has completed. We will also send off the Medicare claim for you too, which will generally take 1-2 days to be returned to whichever bank account is linked with Medicare. If the automatic payment fails, we will be in touch to discuss with you further.

  • Why do I have to give my credit card details every time I want to book an appointment?

    If you would like, the booking system our clinic uses (AutoMed) now allows us to store your card details in a secure encrypted format so that you do not have to provide these details every time you book an appointment. If this is something you would like us to do, please let our reception staff know that you consent to this, and they will store them securely on the system. Alternately, you can still provide these details for each particular appointment that you make (either online or over the phone) if this is your preference.

  • How can I change or cancel my appointment? Is there a cancellation fee?
    If you need to reschedule or cancel your appointment, please ring our team on 03 9344 1322 with as much notice as possible, so that we can offer the time slot to someone else on the waiting list. Late notice cancellations or FTAs (‘failed to attend’) may incur a $50 for a short, $100 for a long or the full fee for a new patient appointment. Chat to our team if you have any further questions or concerns.
  • How do I get my Medicare rebate back for my Alevia consultations?

    The Medicare rebate will go back into the account that you have nominated with Medicare within 24 and 48 hours. Please note: this may be different to the account that the payment for your consultation came out of, you can check which account you have nominated with Medicare through logging into ‘MyGov’ or give Medicare a call on 132 150.

  • How do Telehealth Medicare claims work?

    In order to be eligible for a Medicare rebate for your Telehealth consultation, you will need to have had a face-to face (FTF) interaction with us in the last 12 months. Click here for more info on this.

    If you are eligible, we will send off the claim on your behalf once we have received your payment for your consultation. The rebate should be returned to your account within 1-2 days. If there are any concerns regarding Medicare eligibility or receiving your claim, get in touch with our team by sending us a message here.

  • I’m having issues with the Valita App, what can I do?
    If you are having trouble logging into the Valita app, check to see if you received an email from us to set up your password (it may have gone to your junk folder). Use that link to create your password, which can then be used along with your email address to access the app. If you cannot see any resources or recipes within the app, no stress, just send us a quick message here and we will get that updated for you. For all other app issues, get in touch with us to troubleshoot further.
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