FAQs

FAQs2017-05-01T01:22:45+10:00

Below are a list of frequently asked questions and our answers.

Why would I need the services of The Medical Concierge®?2017-08-06T16:26:47+10:00

Healthcare works best when patients are familiar with the medical system, are well informed about the nature of their illness and are comfortable advocating for their needs. However illness and injury is daunting for most people.

Navigating the healthcare system can be confronting, confusing and time-consuming especially when you or your loved ones are facing serious illness. Delays are common and precious time can be lost.

The Medial Concierge

The Medical Concierge® can help you access the most accurate diagnosis and treatment via priority access to top specialists and allied health providers. We can also coordinate medical and support services and advocate for you to receive the best care. The Medical Concierge® can make a difficult time in your life just that much easier.

“When my wife was diagnosed with breast cancer I wanted to be the best support person she could possibly have. I went to every appointment and took her to as many treatments as I could manage between work and kids. Looking back though, I realise there were so many times when I was totally lost. We’d go to appointments and forget to ask questions, or ask the questions and forget the answers. It was so hard staying on top of all the decisions around treatment options, not to mention keeping my business running and caring for our children. I wish we’d had someone in our corner running the medical side of things as well as helping me find people who could help at home when my wife was so sick. I think I could have then been more of an emotional support to my wife, who needed me more than ever.”
What is a patient advocate?2017-08-06T16:27:41+10:00

The Medical Concierge® can provide independent advocacy for patients to achieve the best healthcare outcomes possible.  We can assist by:

  • attending medical appointments,
  • listening and asking questions,
  • helping patients better understand their diagnosis and treatment options,
  • arranging second opinions with skilled specialists,
  • facilitating better communication between patients, specialists, GPs and allied health professionals,
  • mediating where doctor/hospital/patient relations have become strained or have broken down, and
  • following up with health professionals to ensure continuity of care.
“Every time I walk out of a specialist appointment I suddenly remember the questions I meant to ask. There’s no much information to process and decisions to make that it can get quite confusing. I wish there was someone who could come with me to help ask all the questions and write down the doctor’s answers so I don’t forget.”
“It’s so frustrating trying to get the doctors talking to each other. I’m sure there are things that are being missed because they’re not collaborating in Sonia’s treatment. She could have been discharged from hospital so much sooner if only the teams had talked to one another. There needs to be someone coordinating information flow between the doctors and making sure no stone is left unturned to get Sonia the best possible care.”
Who is the client?2017-08-06T16:28:09+10:00

Generally The Medical Concierge® is engaged by a client who is also the patient. However there may be instances where the client may be a family member involved in the patient’s care, for example where a patient’s needs become complex and expert guidance is required. We are also engaged by family members who are unable to manage a patient’s needs due to distance, lack of time or expertise.

The client can also be a corporate who engages The Medical Concierge® to navigate and advocate for key personnel faced with serious illness or injury to ensure the best outcomes possible with minimal downtime.

“I wish I could go with Mum to all of her appointments as I’m not 100% confident she’s getting the best medical care. I’m not even sure she’s really managing at home anymore even though it’s where she wants to be. But with a busy corporate job and children of my own, I just can’t manage it. I wish there was someone I could rely on to make sure she’s getting the best possible medical care as well as what she needs so she can keep living at home.”
“I value my independence but I’m increasingly having to rely on my children to do things for me. I wish there was someone who could help me sort out my medical appointments and home care needs as I don’t want to have to call on them all the time.”
Does The Medical Concierge® provide referrals to specialists or allied health professionals?2017-08-06T16:29:04+10:00

No. Patients are required to obtain a referral from a General Practitioner (GP) to be eligible for Medicare and/or private health fund reimbursements. Generally GPs are willing to refer patients to requested specialists and indeed most GPs welcome the opportunity to update their referral database with details of leading specialists provided by The Medical Concierge®. The Medical Concierge® works together with your GP to optimise your healthcare outcomes.

Overseas patients who are ineligible for Medicare may not require a GP referral to specialists or allied health professionals. It is important to check the terms of your international insurance policy to ensure you follow the required procedures to be eligible for reimbursement from these insurers.

The Medial Concierge
“The orthopaedic surgeon I saw in Singapore for my Grade 3 MCL tear recommended surgery. But everything I’ve read suggests surgery is usually not ideal for this sort of injury. I’ll be down in Sydney next week on business and wish I could get in to see an expert for a second opinion. Given how sports-mad Australians are I’m sure there are doctors who only operate on knees!”
Can The Medical Concierge® provide medical advice, nursing services or legal advice?2017-08-06T16:29:27+10:00

No. The Medical Concierge® does not provide medical, nursing or legal advice. We can however assist by arranging such services with trusted providers for you.

What services can The Medical Concierge® provide for people who are new to Australia’s healthcare system?2017-08-06T16:30:24+10:00

Moving to a new country can be stressful enough for families without also having to deal with an unfamiliar healthcare system. The Medical Concierge® can provide an orientation on how Australia’s healthcare system works, as well as assisting individuals and families in finding leading General Practitioners (GPs) in their local area. If required, this service can extend to finding leading specialists for known medical conditions as well as guidance and support should a family member become unwell.

“Having just arrived in Sydney I didn’t know where to start, how to find a good GP or specialists, or how much things were going to cost. It was wonderful to have someone who knew good doctors and to have the medical system explained. It was very reassuring to know we had the best care as well as what, if anything, we would have to pay.”
Does The Medical Concierge® receive any sort of payment from recommended GPs, specialists or allied health care providers?2017-08-06T16:24:55+10:00

No. Our service is funded entirely by our clients. This means our patients receive unbiased recommendations that are based wholly on the quality of the doctors and allied health professionals.

Can The Medical Concierge® provide temporary assistance in managing the medical needs of patients when a primary carer is absent, for example due to work or vacation requirements?2017-08-06T16:30:57+10:00

Yes. The Medical Concierge® can assist by handling known as well as new medical issues that arise in your absence, including taking patients to medical appointments and following up and arranging additional services such as nursing care if required.

“Since Dad went into kidney failure almost 3 years ago I haven’t been able to be away for more than a weekend. It’s not just the three-times-per-week dialysis, which I could probably organise someone else to help with, it’s that there always seems to be a complication that needs another appointment, tests to be run and decisions to be made. He’s not really up to doing that on his own and really needs me there to help. I wish there was someone I could turn to who could shoulder the load even for just a couple of weeks so I could take a family holiday without feeling worried about leaving him.”
Does The Medical Concierge®’s service include the needs of rural or overseas patients that wish to have treatment in Sydney?2017-08-06T16:25:12+10:00

Yes. We can arrange everything from priority access to leading specialists as well as accommodation and travel arrangements. We can accompany patients to medical appointments and advocate for their needs as well as follow up to ensure continuity of care.

“When Tina was diagnosed with breast cancer it was such a shock. She was only 34 and we had two young children. Our regional hospital did have some services for breast cancer treatment but that was almost 3 hours away and I hadn’t heard the best about it. Our GP looked up a cancer specialist in Sydney to refer us to but how were we to know if they were any good? We did go and see them but didn’t come away terribly impressed. It wasn’t our GPs fault – they only see a few breast cancer patients each year and most went to the nearest regional hospital for treatment. While we were in Sydney we asked around and lucked upon a cancer specialist at one of Sydney’s leading hospitals who specialised in Tina’s type of breast cancer. This doctor had the highest cure rates and worked together with other specialists at the hospital to make sure Tina had world-leading treatment. We were so relieved! It would have been so much better if we’d have known which specialist to see in the first place and had some help arranging Tina’s trips to Sydney for treatment as I often had to stay at home to run the farm and take care of our kids.”
Can The Medical Concierge® assist with making claims on Medicare and private heath funds?2017-08-06T16:31:42+10:00

The administrative burden of lodging claims with Medicare and with private health insurers deters many patients from claiming all they are entitled to. The Medical Concierge® can assist with making claims on your behalf and following up with insurers and with Medicare if claims are disputed.

We can also assist patients in finding the most cost-effective way of receiving the treatment they need, including enquiries with insurers and with Medicare regarding what they do and don’t cover.

“A friend had a pile of unclaimed medical bills. They just weren’t feeling well enough to do the paperwork and found it confusing knowing whether to claim from health funds or Medicare. It was reassuring having someone to organise refunds for us and have our rebates back quickly.”
Can The Medical Concierge® assist with more than just medically-related services?2017-08-06T16:25:38+10:00

We can help with a range of services to help patients and their families cope with the burden that health issues bring. For example we can arrange transport to medical appointments for patients, healthy meals to be delivered to your home, nannies for your children, temporary or longer term home nursing and even pamper packages for patients. We recognize that serious illness throws families into chaos and often much more than medical care is required to keep your lives on track.

The Medial Concierge
“I’m so busy juggling Mum’s medical care that I don’t have time left to spend time with her anymore. I wish there was someone who could take care of all the medical and service coordination so I can take care of Mum.”
Can The Medical Concierge® step in to assist a patient requiring medical treatment in Australia where the client is overseas?2017-08-06T16:32:36+10:00

There are many instances where The Medical Concierge® is able to assist when you are overseas and a loved one requires medical assistance in Australia. For example you may have a parent who has escalating or critical medical needs but being based abroad makes it difficult to ensure they are receiving the best care possible. The Medical Concierge® is able to help by liaising with doctors involved in your parent’s care, ensuring that they see the most appropriate and leading specialists required, and attending appointments to ensure all relevant questions are addressed. We can ensure all relevant medical records are available at appointments so the most accurate diagnosis and treatment options are found, and arrange additional services such as home nursing and home aids, meals and transport. In short, we can be there for your loved when you can’t be.

“I feel bad living in Hong Kong when Dad is so sick back home. Mum is really struggling with it all on her own. I fly down whenever I can but seem to spend all my time organising Dad’s medical appointments and home care that I don’t actually get to spend any time with him.”
Where can I find links to other useful websites?2017-05-01T01:22:47+10:00

Australasian Society of Clinical Immunology and Allergy (ASCIA)
The Australasian Society of Clinical Immunology and Allergy (ASCIA) is the peak professional body of clinical immunology and allergy in Australia and New Zealand. ASCIA promotes and advances the study and knowledge of immune and allergic diseases, including asthma.
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Beyond Blue
beyondblue is working to reduce the impact of anxiety, depression and suicide in the community by raising awareness and understanding, empowering people to seek help, and supporting recovery, management and resilience.
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The Butterfly Foundation
Support for Australians experiencing eating disorders.
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Cancer Council Australia
Find evidence based cancer information on prevention, research, treatment and support provided by Australia’s peak independent cancer authority.
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Coeliac Australia
Coeliac Australia is a national not-for-profit association, comprising five state organisations supporting people with coeliac disease.
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Crohn’s Colitis Cure
Crohn’s Colitis Cure (CCC) is an Australian registered charity that has been established to support the ANZ Consortium, a collaborative research initiative explicitly targeting IBD. The ANZ Consortium is a team of clinicians and scientists based at 12 IBD centres located at major hospital sites. It is the largest and most important research project of its type ever undertaken in Australia and New Zealand.
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Diagnostic Endoscopy Centre
We have a dedicated & highly skilled team. Providing excellence in diagnostic & therapeutic endoscopy in Sydney since 1990. At the Diagnostic Endoscopy Centre we are devoted entirely to the diagnosis and treatment of diseases and disorders of the gastrointestinal tract.
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Garvan Institute
The Garvan Institute of Medical Research is one of Australia’s leading biomedical research institutes, pioneering study into the most widespread diseases affecting our community today, including cancer, neurodegenerative and mental diseases, disorders of the immune system, diabetes and obesity, osteoporosis and other skeletal disorders.
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Health Direct Australia
Healthdirect provides a range of free health services on behalf of the governments of Australia.
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Irritable Bowel Information & Support Association of Australia Inc. (IBIS)
IBIS, the Irritable Bowel Information and Support Association, is a non-profit mutual support organisation. All members either suffer or are family members of a sufferer of Irritable Bowel Syndrome (IBS). People with IBS experience chronic or recurrent gastro-intestinal problems.
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Mayo Clinic
More than 3,300 physicians, scientists and researchers from Mayo Clinic share their expertise to empower you. Find out why Mayo Clinic is the right place for your health care.
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McGrath Foundation
The McGrath Foundation raises money to place McGrath Breast Care Nurses in communities right across Australia and to increase breast awareness in young Australian women.
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Murdoch Children’s Research Institute
Children experience disease differently to adults and the treatments that are needed for children are different too. That’s why our research is crucial, so we can find the best way to prevent disease and treat children to give them the healthiest possible start to life.
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National Asthma Council Australia
Leading the attack against asthma.
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Oestoporosis Australia
Osteoporosis Australia aims to improve awareness about the disease
in the Australian community and reduce bone fractures.
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Prostate Cancer Foundation
The Prostate Cancer Foundation (PCF) is the leading philanthropic organization funding and accelerating prostate cancer research globally.
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Royal Institute for Deaf and Blind Children
By providing quality and innovative education and other services, RIDBC will achieve the best outcomes for current and future generations with hearing or vision loss throughout Australia.
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The Shepherd Centre
Since 1970, The Shepherd Centre has been changing the face of services for children’s hearing loss in Sydney and wider NSW, as well as the ACT; providing children with hearing loss with the tools they need to learn to listen and speak.
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Sydney Children’s Hospital Network: Fact Sheets
A range of factsheets on health and safety topics have been developed by Sydney Children’s Hospital, The Children’s Hospital at Westmead and Kaleidoscope Hunter Children’s Health Network. They aim to help you learn about your child’s illness and ways you can help improve their overall health and well being.
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