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Frequently Asked Questions

Find below frequently asked questions to help you through our Phenix Health Clinical. 

General

When you sign in to a device you will automatically be signed out of the last device you were logged in. If this occurs without you it is recommended to change your password or contact the Phenix Health staff on 1300 900 863.
Yes absolutely, PhenixHealth services can be use across any state in Australia, in-fact it can be used worldwide!
Whilst we recommend using WiFi for the best experience, it is not required for a consultation. However you do need access to the internet from your mobile/tablet device.
To reset your password:
  1. Select ‘Forgot Password?’ on the Login screen.
  2. Enter the email address you created your account with.
  3. Check your email inbox for an email from us to reset your password.
Please check your email junk folder, if you still have not received an email please contact our support team via our contact form online or by calling 1300 900 863.
Your account on the PhenixHealth app will be activated and ready to use as soon as you login using your temporary password.
To create an account: 1. Download PhenixHealth on your smartphone or tablet. 2. Select ‘Register’ in the bottom right-hand corner of the app. 3. Enter your details and select ‘register’ to confirm. 4. A temporary password will be sent to your preferred email address.
To edit your personal information:
  1. Login to the PhenixHealth app and login to your account.
  2. Under your dashboard select your profile picture.
  3. You will be taken to your profile information where you will be able to edit your details.
No, Currently there is not a desktop version of the app.
The Phenix Health App is available in both the Apple Store and Google Play Store on your smart phone or tablet. app-store android-play-store

Patient

  • It is recommended to leave your phone available while expecting a consultation.
  • Please check your notification settings for your smart phone.
  • For urgent issues please contact PhenixHealth team on 1300 900 863.
By going to your profile -> selecting the treating doctor tab
Yes. Whether it is multiple GP’s, a physio, a dietitian it is possible to select multiple health professionals.
You have the ability to upload documents to your profile. To do so got to Dashboard > My History > Scroll to the bottom > Other Medical Records > You can upload images or pdf files.

Appointments

Yes, PhenixHealth uses SSL 256 Bit encryption. All data is securely stored using the most advanced methods possible.
Yes, your selected GP can issue you with a prescription for repeat medication.
Yes, you can search for your chosen health professional or see who is available for a consultation at your preferred time.
Your GP, Specialist or Allied Health Professional will call you through the PhenixHealth App at your chosen appointment time.
  • When you make a booking – your booking request can be found in ” messages->appointments “, once the doctor confirms the appointment, it will appear in My Appointments.
  • You can view your future consultations in “My Appointments”, underneath your Dashboard. Here you can edit your appointment and also view past consultations.
To book an appointment:
  1. Login to your MyOnlineClinic account.
  2. Select the ‘Book Appointment’ button in your dashboard.
  3. Choose your preferred type of appointment.
  4. Select GP, Specialist or Allied Health Professional.
  5. Enter your preferred appointment details such as date and time or doctors name.
  6. Choose the type of consult you are after and select your chosen health professional.
  7. Select ‘Book’ and ‘Yes’ to confirm
  8. You will then be taken to the payment screen where you will need to make payment for your consultation to finalise the booking.

Payments & Billing

We accept all major credit and debit cards and PayPal.
The PhenixHealth app is free to download from Google Play or the App Store, you will only need to pay for the services you require. *Prices for each service may vary depending on the Health Profession you choose and length of consult.

Troubleshooting

  • It is recommended to leave your phone available while expecting a consultation.
  • PhenixHealth will contact the device that you most recently signed in too.
  • Please check your notification settings for your smart phone.
  • For urgent issues please contact PhenixHealth team on 1300 900 863.
  • You may have deleted it or moved it within your phone.
  • You can ensure you have it downloaded by visiting the Apple Store and Google Play Store on your smart phone or tablet.
app-store android-play-store
Yes! All your information is kept securely within our servers not within the APP itself. Your information is accessible from any device that can download the APP. However we recommend signing out of the APP if it is not your personal device.
A few tips to resolve this might be:
  • Make sure you are connected to the Internet
  • Did you enable PhenixHealth to access your data connection?
  • Turn off your mobile phone/tablet and turn it back on again
  • Is your APP updated?
  • Have you tried uninstalling it? and reinstalling it?

Health Professional

Patient’s can browse services by specialty or health professional name.
You can take an appointment from any private location. Keep in mind that you cannot take an appointment with anyone else in the room with you. To ensure patient privacy, we recommend taking appointments from your home or office with the door closed.
Have you set your availability? Go to main dashboard > My Availability > Select time zone > From date/To date> From Time/To time > Which days to include.
Please call us on 1300 900 863 and have your registered email address ready.
If you do not approve a booking before the appointment time, it will be moved by our admin team to another doctor. It is best practice to accept an appointment ASAP to prevent missing appointment/patients.
You can view pending appointments in My Messages. Go to Main Dashboard > My Messages > Appointments. Here you can choose to Accept or Reject any pending appointments.
As consulting doctor – a patient has booked an appointment with you. My Consults ->Select Patient -> Clinical Dashboard ->Previous Consultation -> Work Assessment As treating doctor – a patient has selected you as a “treating doctor”. My Patients ->Select Patient -> Clinical Dashboard ->Previous Consultation -> Work Assessment
You can view pending appointments in My Messages. Go to Main Dashboard > My Messages > Appointments. Here you can choose to Accept or Reject any pending appointments.

Health Professional Registration

All providers have access to video-based training as well as 1:1 training sessions with a member of our team.
We have 2 Categories: Private Billing – Health Professional Sets Own Rates Directly Into App 1.1 Short, Medium or Long consult rates are inputted into App by Health Professional 1.2 Patient pays for consultation in advance of appointment 1.3 Payment made directly into Health Professional nominated bank account 1.4 PhenixHealth will Invoice Health Professional $28.00 as Booking and Administration Fee 2. PhenixHealth Client Rate 2.1 Rates determined by Client 2.2 Client Invoiced and Pays Directly to PhenixHealth 2.3 PhenixHealth will pay the Health Professional the fee less $28.00 Booking and Administration Fee Noting there may be additional deductions if Clinic Fees included – PoA
No, as long as you have AHPRA General Registration.
One of the benefits of telehealth is that you determine your own schedule. You’ll practice on-demand or open up appointments depending on how you choose to practice.

Technical Requirements

This is more to do with you internet speed and what capacity it has for simultaneous internet usage. We are a software as a service provider with high availability therefore we can handle any amount of telehealth video calls.
All data pertaining to a definition of EHR is stored into PH Australian server, which includes doctor notes, history, device data readings, medications, reports, transaction history, personal preferences (pharmacy details, treating doctor).
All health records are owned by the patient and are only hosted by PH, and are under patient’s control, our servers are based in Australia, so Australian EHR (E Health Records) rules are applicable.
All clinical data is stored on the server, it is based on DYG (download as you go) module. Currently Data in motion is encrypted with a 256bit layer SSL encryption, we will be applying similar encryption on Data at rest, in future releases.   All passwords are currently encrypted in MD5# which is secure one way encryption (password cannot be recovered if lost, only reset).
Phenix Health provides regular updates, patches, downtime is approximately Patches ; 5-10 Minutes , Upgrades : 10-15 Minutes
All inbound and outbound access to the Database as restricted to one Unit Server, which manages all connections to it via a secure SSL 256 Bit encryption Link.
Phenix Health uses Amazons AWS Shield as 1st Line of protection currently one of best the the market for DDoS protection.

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