My Health & Me Group Pty Ltd

T/A Menopause & Me | Weight & Me | My Health & Me

Terms and Conditions of Service

Effective from 1 July 2026

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By booking, attending, paying for, or otherwise receiving a service from My Health & Me Group Pty Ltd, you acknowledge that you have read, understood and agree to these Terms and Conditions of Service.

For My Health & Me acute/minor illness or pharmacy-based services made available before 1 July 2026, these Terms and Conditions apply from the date of booking or service availability for those services. For Menopause & Me and Weight & Me services, these Terms and Conditions apply from 1 July 2026 unless otherwise notified.

My Health & Me Group Pty Ltd provides nurse practitioner-led health services under the trading names My Health & Me, Menopause & Me and Weight & Me. Services may include telehealth care, partner pharmacy-based consultations, acute/minor illness care, rescripting, medical certificates, menopause and hormonal health care, and medical weight management where clinically appropriate.

 

Important summary

We collect your personal and health information so we can provide safe and effective care.

We may use secure software platforms, including clinical software, telehealth platforms, Medicare claiming systems, My Health Record where clinically appropriate, payment systems and AI-assisted clinical documentation tools.

Some software providers may process or temporarily access information outside Australia under privacy and security arrangements.

Clinical care is provided at the clinician’s professional discretion and within scope. Prescriptions, referrals, certificates, investigations and treatments are not guaranteed.

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My Health & Me Group Pty Ltd does not provide emergency care. If you have a medical emergency, call 000 or attend your nearest emergency department.

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Patients may be required to enter valid card details when booking. A 50% booking deposit is generally required for specialty services, including Menopause & Me and Weight & Me. Acute/minor illness and general episodic services do not routinely require a deposit unless stated at booking or otherwise advised.

For questions, please contact: hello@myhealthandme.com.au

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1. Privacy, Confidentiality and Information Handling

1.1 Your personal and health information is protected under the Privacy Act 1988 (Cth), the Australian Privacy Principles, the My Health Records Act 2012 (Cth), and applicable State and Territory health records legislation.

1.2 You consent to the collection, use, storage and disclosure of your personal and health information for providing healthcare, billing and Medicare claiming, referrals and communication with other treating practitioners, diagnostic investigations, clinical follow-up, appointment reminders, clinical correspondence, quality assurance, clinical audit, practitioner education, legal and regulatory compliance, and other purposes permitted or required by law.

1.3 You consent to being contacted by telephone, SMS, email, secure message or other approved communication method for clinical, administrative, appointment-related, billing, recall, results, referral, service-update or practice-update purposes.

1.4 We use secure Australian-based or approved platforms, including Halaxy health software, telehealth platforms, Medicare claiming systems, payment systems and My Health Record where clinically appropriate.

1.5 Some software providers, including telehealth platforms, clinical software, payment systems and AI-assisted documentation tools, may process or temporarily access information outside Australia under privacy and security arrangements.

1.6 You may access or request correction of your health information in accordance with Australian privacy law.

1.7 Health records are retained in accordance with applicable legal and professional obligations. Records are generally retained for at least 7 years, or until age 25 if you were under 18 when last seen, and are then securely destroyed or de-identified.

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2. Use of Artificial Intelligence Tools

2.1 We may use AI-assisted real-time transcription or scribing tools, such as Heidi Health, Nabla or similar platforms, to assist with accurate clinical documentation.

2.2 Audio may be temporarily processed by the third-party provider, transmitted securely and deleted after transcription in accordance with the provider’s privacy and data handling processes.

2.3 These tools do not make clinical decisions. Your clinician remains fully responsible for documentation, diagnosis, treatment decisions and clinical care.

2.4 By proceeding with your consultation, you consent to the use of AI-assisted documentation tools for this purpose unless you advise otherwise.

2.5 You may decline or withdraw consent to AI-assisted documentation at any time by notifying us before or during your consultation. If AI documentation is declined, your consultation may still proceed, but documentation may take longer.

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3. Consultation Modes and Telehealth

3.1 Services may be provided online, by telehealth, phone, video, or face-to-face at approved partner pharmacy or other approved locations.

3.2 For telehealth consultations, you must be located in Australia at the time of your consultation.

3.3 You are responsible for ensuring you are in a private, quiet and safe location with reliable internet or phone reception.

3.4 You are responsible for providing complete and accurate information, including your medical history, medications, allergies, symptoms, previous investigations, relevant risk factors and any changes to your health.

3.5 The clinician may determine that telehealth is not clinically appropriate for your concern. You may be advised to seek in-person care, urgent care, emergency care, review with your GP or another suitable practitioner.

3.6 The clinician may end, pause, redirect, reschedule or decline a consultation if it is clinically unsafe or inappropriate to continue.

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4. Fees, Billing, Payment and Medicare

4.1 The fee structure below applies from 1 July 2026 for all service streams, and may apply earlier for My Health & Me acute/minor illness, pharmacy-based, medical certificate, rescripting or episodic care services where those services are made available for booking before that date. Fees may vary depending on service type, consultation duration, clinical complexity, consultation mode, Medicare eligibility and information provided at the time of booking.

4.2 Patients may be required to enter valid card details at the time of booking. For specialty services, including Menopause & Me and Weight & Me consultations, a 50% booking deposit is generally required at the time of booking. If required card details or deposit payment are not provided, the booking may not proceed.

For My Health & Me acute/minor illness, medical certificate, rescripting and general episodic services, a booking deposit is not routinely required at this stage unless stated at the time of booking or otherwise advised. A deposit, prepayment or card requirement may be introduced or required where clinically and operationally appropriate, including for repeat non-attendance, repeat non-payment, prior failed payments, outstanding accounts, or other billing risk.

4.3 Payment is generally required at the time of booking, at the time of consultation, or before the patient leaves an approved face-to-face consultation location, depending on the approved My Health & Me Group billing workflow.

4.4 Cash may only be accepted at approved My Health & Me Group or partner pharmacy locations where an approved lock box, cash receipt log, reconciliation process and banking/removal process are in place. Cash is not accepted for external, remote or non-approved contractor locations unless a site-specific process has been approved in writing.

4.5 Medicare rebates may apply where eligible. Rebates are applied according to the relevant Medicare item number, consultation type, eligibility requirements and actual consultation duration. Medicare eligibility and rebates can vary and are not guaranteed until processed and accepted by Medicare.

4.6 Your out-of-pocket cost is calculated as: clinic fee + any applicable payment processing fee - Medicare rebate = out-of-pocket cost.

4.7 Some consultations may require additional time due to clinical complexity, new concerns, medication changes, investigation review, risk discussion or shared decision-making. Where a consultation extends into a longer Medicare time bracket or higher complexity category, the relevant extended consultation fee may apply.

4.8 We will aim to provide clear information about likely fees before or at the start of your consultation. If your consultation becomes longer or more complex than expected, a higher consultation fee may apply.

4.9 Medicare claiming and bulk billing Assignment of Benefit

Where eligible, you authorise My Health & Me Group Pty Ltd to submit Medicare claims on your behalf.

Where a service is eligible to be bulk billed, you will need to assign your Medicare benefit to the treating clinician, My Health & Me Group Pty Ltd or the relevant billing entity as full payment for the Medicare-rebatable component of the service.

From 1 July 2026, Medicare bulk billed claims require a completed Assignment of Medicare Benefit agreement before the claim can be submitted. This may be completed electronically or in hard copy, before or after the consultation, depending on the service type, consultation details and billing workflow.

For post-consultation bulk billing, you may receive an electronic Assignment of Benefit request through our practice software after your consultation. You must review and complete the request before the Medicare bulk billed claim can be lodged.

Completed Assignment of Benefit records may be securely retained electronically or in hard copy for the legally required period and may be provided to you on request or to Medicare, Services Australia, auditors, regulators or other authorised bodies where required or permitted by law.

If you do not complete the required Assignment of Benefit, or if a valid Assignment of Benefit cannot be obtained, the service may need to be privately billed. In that case, you will be responsible for payment of the applicable fee and may claim any eligible Medicare rebate directly from Medicare.

4.10 No Medicare rebate is payable for non-attendance or late cancellation. Cancellation and non-attendance fees are not Medicare-rebatable.

 

Menopause & Me consultations from 1 July 2026

Consultation type                                            Typical duration                 Clinic fee 

Brief review / short matter                              6 to <20 minutes              $70.00

Standard review                                               20 to <40 minutes            $117.00

Extended review                                              40 to <60 minutes            $170.00

Initial consultation, shorter time bracket      40 to <60 minutes             $190.00

Initial consultation*                                          60 minutes                        $250.00

*Telephone consultations attract a lower Medicare rebate and may result in a higher out-of-pocket cost

 

Initial menopause consultations are booked as 60-minute appointments, usually by video telehealth, to allow time for review of history, symptoms, risk factors, treatment options, shared decision-making, prescribing considerations and care planning. Telephone consultations may be available where clinically appropriate but usually attract a lower Medicare rebate and may result in a higher out-of-pocket cost.

The published initial consultation fee represents the maximum standard fee for a 60-minute initial consultation. Where an initial consultation is completed in a shorter consultation time bracket, My Health & Me Group may charge the lower applicable initial consultation fee based on actual consultation duration and clinical complexity.

Medicare rebates, where available, are determined according to the relevant Medicare item requirements, consultation mode, patient eligibility and actual consultation duration. Medicare rebates are not guaranteed. If a Medicare rebate does not apply, the patient is responsible for the full private fee.

Weight & Me consultations from 1 July 2026

Consultation type                                            Typical duration                 Clinic fee

Brief review / short matter                              ≤20 minutes                      $59.00

Standard consultation                                     20 to <40 minutes            $79.00

Extended consultation                                    40 to <60 minutes             $99.00

Extended initial / complex consultation        60 minutes                         $119.00

 

My Health & Me pharmacy-based / general episodic services

Consultation type                      Typical duration                     Clinic fee

Standard consultation              6 to <20 minutes                    $70.00

Long consultation                     20 to <40 minutes                  $117.00

Extended consultation             40 to <60 minutes                  $170.00

Where a specific fee is shown at booking, onsite, or in written patient communication, that fee applies to the booked service unless varied in accordance with My Health & Me Group billing processes.

Medicare rebate examples

Consultation duration                                  Medicare rebate example

<6 minutes                                                     $12.75

6 to <20 minutes                                           $27.80

20 to <40 minutes                                         $52.55

40 to <60 minutes                                         $77.55

60 minutes or more, where eligible            $117.20

 

Medicare rebate examples are provided as general examples only and may change. The rebate available for an individual consultation depends on Medicare rules, eligibility, item number, consultation type and actual duration.

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5. Cancellations, Late Arrivals and Non-Attendance

5.1 At least 24 hours notice is required to cancel or reschedule an appointment without charge.

5.2 Late cancellation or non-attendance may incur a fee of up to the full consultation cost. This fee is not Medicare-rebatable.

5.3 If you arrive late or are unavailable at the scheduled appointment time, the consultation may need to be shortened, rescheduled or cancelled at the clinician’s discretion.

5.4 Repeated non-attendance or late cancellation may result in discharge from the practice or refusal of future non-urgent appointments.

5.5 Cancellation fees are intended to reflect reserved appointment time, administrative costs and inability to offer the appointment to another patient at short notice.

5.6 Deposits and payments are non-refundable except where required by Australian Consumer Law or where My Health & Me Group Pty Ltd approves an exception.

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6. Clinical Care and Limits of Service

6.1 All care is provided at the clinician’s professional discretion and within their scope of practice.

6.2 My Health & Me Group Pty Ltd does not provide emergency care. If you are experiencing chest pain, severe shortness of breath, symptoms of stroke, severe bleeding, thoughts of self-harm, anaphylaxis, collapse, severe pain, acute deterioration or another urgent medical concern, call 000 or attend your nearest emergency department.

6.3 My Health & Me Group Pty Ltd does not replace your usual GP, specialist team, emergency service, maternity service, mental health crisis service or hospital-based care.

6.4 We reserve the right to refuse, delay, redirect, reschedule, cease or decline care if it is clinically inappropriate or unsafe; required information is withheld; telehealth or the pharmacy setting is not appropriate; behaviour toward staff or clinicians is abusive, discriminatory, threatening or unsafe; attendance is irregular and compromises safe care; the requested service is outside scope; or the requested prescription, referral, certificate, investigation or treatment is not clinically appropriate.

6.5 Treatment outcomes cannot be guaranteed. Care decisions are made using clinical judgement, available evidence, your individual circumstances and shared decision-making.

6.6 Optimal outcomes require your active participation, including completing requested forms, attending follow-up, undertaking recommended monitoring, and informing us of relevant changes to your health.

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7. Prescriptions, Referrals, Results and Reports

7.1 Prescriptions, repeat prescriptions, referrals, medical certificates, pathology or imaging requests, letters and reports will only be provided where the clinician considers it clinically safe and appropriate.

7.2 Repeat prescriptions, referrals, certificates or reports may require a consultation.

7.3 Prescriptions may be withheld, delayed or declined if required information, monitoring, consent, follow-up or clinical review has not been completed.

7.4 A booking, payment or request does not guarantee a prescription, referral, certificate, investigation, report or treatment.

7.5 Patients are responsible for completing requested pathology, imaging, screening or follow-up in a timely manner and advising us if results are missing or if symptoms worsen.

7.6 Clinically significant results and follow-up will be managed according to My Health & Me Group clinical governance processes. You should not wait for routine results if symptoms worsen or urgent concerns develop.

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8. My Health Record

8.1 Where clinically beneficial, we may access, view or upload documents to your My Health Record.

8.2 You may opt out or set privacy controls at any time by notifying us in writing or through the My Health Record portal.

8.3 If you do not want My Health & Me Group Pty Ltd to access or upload information to your My Health Record, please advise us before or during your consultation.

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9. Complaints and Feedback

9.1 We welcome feedback and take complaints seriously.

9.2 Please initially raise any concerns with My Health & Me Group Pty Ltd using the contact details provided in your booking information or on the relevant service website.

9.3 You may also contact the relevant Health Complaints Commissioner in your State or Territory, the Office of the Australian Information Commissioner for privacy concerns, or the Australian Health Practitioner Regulation Agency where appropriate.

 

10. Limitation of Liability

10.1 Services are provided with due care and skill.

10.2 Nothing in these Terms and Conditions excludes, restricts or modifies any rights you have under Australian Consumer Law or other applicable laws.

10.3 To the maximum extent permitted by law, My Health & Me Group Pty Ltd excludes liability for indirect or consequential loss.

10.4 Where permitted by law, our liability is limited to re-supplying the service or payment of the cost of having the service re-supplied.

 

11. Governing Law

11.1 These Terms and Conditions are governed by the laws of Tasmania and the Commonwealth of Australia.

 

12. Mandatory Reporting and Legal Obligations

12.1 We may be required or permitted by law to disclose information without your consent in circumstances including imminent risk of serious harm to you or another person; child safety concerns; notifiable diseases; court orders, subpoenas or statutory reporting obligations; and professional, regulatory or mandatory reporting requirements.

 

13. Acceptance of These Terms

13.1 By proceeding with your booking, payment, consultation or attendance, you confirm that you have read and accept these Terms and Conditions; give the consents outlined in these Terms and Conditions; accept responsibility for fees, deposits and cancellation policies; understand that Medicare rebate eligibility depends on Medicare requirements; understand that telehealth and pharmacy-based care may not be appropriate for every concern; and understand that clinical care is provided at the clinician’s professional discretion.

 

14. Changes to These Terms

14.1 These Terms and Conditions may be reviewed and updated from time to time.

14.2 The current version will be made available through the relevant My Health & Me Group website, booking system or patient communication pathway.

14.3 Where there are material changes to fees or booking conditions, My Health & Me Group Pty Ltd will aim to provide reasonable notice through appropriate channels, such as the website, booking system, email or patient communications.

 

15. Further Information

15.1 For questions about these Terms and Conditions, please contact My Health & Me Group Pty Ltd using the contact details provided in your booking information or on the relevant service website.

15.2 Thank you for trusting us with your care.

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My Health & Me Group Pty Ltd
T/A My Health & Me | Menopause & Me | Weight & Me
Email: hello@myhealthandme.com.au