Do I need to have a video consult or can I just chat to a doctor by text or email?

At Qr8, we believe in providing you with the highest quality and safest care possible. That’s why we only offer prescriptions after a video telehealth appointment, where you can meet your chosen doctor face-to-face in real-time. This means that you’ll have the opportunity to ask any questions you may have, and receive answers and advice in real-time. You can also continue to see the same doctor for subsequent appointments, ensuring that you receive continuity of care.

We operate in accordance with the Medical Board of Australia’s principles of Good Medical Practice, and Telehealth Safety Guidelines (and always have!). So you can be sure that you’re receiving the best possible care from a real, qualified doctor. Read more about our doctors, HERE.

We are not an ‘uber’ style of prescribing service where you add your chosen product to a shopping cart and check out. Nor are we a ‘roboscripting’ service. Prescribing safely for you, AND supporting you properly so you can actually use your treatment as prescribed is our number 1 priority, and it’s non-negotiable here at Qr8.

How soon can I see a doctor?

We provide personalised care to each patient, so there can be a wait of around 2 weeks to book a video appointment. However, we understand that your time is valuable and we don’t want to keep you waiting unnecessarily. If you’d like to be added to our wait list, simply contact our friendly support team at (07) 3325-9700 or email us at [email protected], and we’ll do our best to accommodate you as soon as possible.

If you’re already a patient with us, we offer a convenient Text Support Line to help you schedule appointments, especially if you need to see a doctor urgently. We’re always here to support you on your skin health journey!

Why do I need to upload high quality photos?

At Qr8, we take your safety very seriously.

Recent (less than 1 month old), high-quality photos of the skin area you will be applying the prescription treatment to are essential to ensure that your doctor can both identify you at your appointment, and analyze your skin correctly.

This will help your doctor prescribe the best treatment for you and adjust it as necessary. We understand that taking high-quality photos can be tricky, but don’t worry, we’ll give you detailed instructions to ensure you get the best possible images, even if you have an older phone camera.

Before your appointment, our clinical team will assess your images to make sure they meet the standard required by our doctors to safely treat you. If we need better photos, we’ll get in touch with you to retake them. This step is non-negotiable to provide you with the highest standard of treatment we’re known for. Your booking fee is non-refundable if you do not resubmit photos or other information by the requested deadline. 

During your appointment, your doctor may request additional images to ensure your safety, such as a close-up of an area of concern. They can also hold your prescription until these photos are submitted.

If you have any questions or concerns about taking your photos, please don’t hesitate to contact our support team. We’re here to help you get the best possible treatment.

Does Qr8 use ‘real’ doctors?

Yes!

Every one of our amazing clinicians is an AHPRA-registered medical doctor or nurse, with experience treating thousands of patients using prescription skincare. Plus, they’ve all been carefully trained in prescription skincare and the skin conditions we treat, so you know you’re in safe hands! If you’re interested in learning more about each of our doctors, you can find more information about them HERE.

If you would prefer to check our practitioners’ AHPRA registration for yourself, you can do that HERE.

Why do I need to be makeup-free for my appointment?

At Qr8, we are committed to providing you with the very best personalised treatment possible. To ensure you get the most accurate assessment of your skin, we kindly ask that you remove makeup or tinted sunscreen for your video appointment.

Although your doctor also has access to high-quality photos of your skin, different lighting during the appointment can often show other skin features that are equally as important as photos in making an accurate diagnosis. By following this request, your doctor can provide the safest and most effective treatment possible.

Because of our commitment to your safety, if you attend your appointment wearing makeup or tinted sunscreen, and the doctor cannot properly assess your skin, the appointment will not proceed and you will need to rebook. Your booking fee is non-refundable in this instance.

Do I receive a quote and treatment plan before I agree to proceed?

Your doctor will send you an email within 24 hours of your appointment with all the details of your recommended treatment plan and cost. If you’re happy to proceed with the treatment plan, and have your cream compounded and delivered, simply click the payment link in the email and our admin team will process your order within 24 business hours of your payment clearing into our account. For your safety, and because skin can change in response to a range of internal and environmental factors, after 1 month, your invoice is no longer valid, and the prescribed treatment cannot be dispensed.

Your booking fee is non-refundable if you decide not to proceed with treatment. 

If you have any questions or concerns about your treatment plan, our dedicated support team is available to chat with you through our SMS support line, or you can call us at (07) 3325-9700 during Queensland business hours, or email us anytime at [email protected]. We will always respond within 24 working hours.

If you feel that you would prefer a different treatment or wish to add or remove a treatment after the consultation, we understand. However, to ensure your safety and the effectiveness of your treatment, you will need to discuss this with your doctor in a new consultation. An additional $50 charge will apply for this consultation. We want to make sure that you receive the safest and most effective treatment possible, so our admin team is unable to make changes to the treatment plan without another consultation with your doctor.

What if I receive my treatment plan, and I want something different to what is prescribed?

At Qr8, we’re committed to providing you with the best possible care for your skin. Your doctor will carefully prescribe a personalised, evidence-based treatment plan for you based on your skin condition during your consultation. During the consultation, your doctor will discuss and agree this plan with you before emailing it to you.

If you feel after receiving this email that you would prefer a different treatment, or wish to add or remove a treatment after the consultation, we understand. However, to ensure your safety and the effectiveness of your treatment, you will need to discuss this with your doctor in a new consultation. An additional $50 charge will apply for this consultation. We want to make sure that you receive the safest and most effective treatment possible, so our admin team is unable to make changes to the treatment plan without another consultation with your doctor.

Ongoing email queries with a doctor (even when conducted via our staff) constitute an asynchronous consultation which is not allowed under the Medical Board of Australia’s Telehealth Guidelines.

Our staff are also unable to prescribe or change a prescription for you.

How often will I meet with a doctor?

Your doctor will catch up with you in a video appointment every 3 months to review your progress and make any necessary adjustments to your treatment plan.

Don’t worry about checking your calendar, our team will send you SMS reminders when it’s time to rebook with your doctor.

How often will I meet with a nurse?

In short – whenever you need to!

Choosing to proceed with your prescribed treatment at Qr8 means you’ll have the support of our amazing dermatology nurse, who becomes your very own personal skin coach! She’s here to provide all the real-time support, advice, motivation, and education you need to stay on track and make positive changes to your skin.

Our nurses and dermal therapists will carefully assess your current skincare and design a simple skincare routine personalised to match your treatment and preferences – whether that’s vegan, cruelty-free, budget-friendly, or anything in between. And whenever you need advice during your three-month treatment cycle, just reach out! Our support team is available to chat in real-time via our dedicated text support line or by email, phone, or video when you need to. This kind of personalised support has been scientifically shown to keep you on track, minimise side effects, and significantly improve positive outcomes for patients.

Plus, our skin clinicians are a wealth of knowledge when it comes to in-clinic aesthetic treatments like lights, lasers, facials, microneedling, and injectables, and can advise you on which treatments you can use with your Qr8 treatment and which ones may not be suitable for your individual skin condition.

How much is a consultation?

There is a $50 fee to book a video consult with your doctor. If your doctor assesses you as unsuitable for treatment, this fee will be refunded within 48 business hrs of your appointment. Your booking fee is non-refundable if you cancel or reschedule your appointment within 48 business hrs of your appointment time, fail to show up/are 5 or more minutes late for your appointment for any reason, are driving your car, or log into your consultation in a space that is not quiet and free from distractions and/or allows others to hear audio or view the consultation on screen, choose not to proceed with treatment, wear makeup or tinted sunscreen to your appointment, or do not resubmit photos or other information by the requested deadline.

If you’re assessed as suitable for prescription treatment, we’ll invoice you for a one-off, all-inclusive charge. The total treatment cost covers everything you need for a successful treatment journey, including a 50g customised treatment product (sufficient for once daily application for 3 months, in a measured dosing pump), detailed instructions, express shipping, and full support from our experienced team.

At Qr8, we’re dedicated to ensuring that you get the most out of your treatment experience. That’s why we’re delighted to offer the following support services, all included in the treatment price:

• A detailed Skin Plan with evidence-based educational content plus supporting skincare product recommendations
• A video consult with our nurse 1 month into your treatment to check in and answer any questions personally
• Unlimited SMS, email, video, and phone support with our nurse throughout your 3-month treatment cycle, so you can get advice and support whenever you need it
• Access to our Support Hub of fully-referenced educational resources to help you learn more about your skin and how to take care of it
• Virtual masterclasses to further develop your skincare knowledge and connect with our experts and community of patients
• Exclusive discount codes, offers, and giveaways to show our appreciation for your trust in us

What if I need to reschedule or cancel my appointment?

We understand that life can get hectic, which is why we’re always happy to reschedule your appointment for another time as long as we receive at least 48 business hours’ notice.

To help manage demand and ensure everyone gets timely access to our doctors, we charge a booking fee of $50.

The booking fee is non-refundable in certain circumstances, such as:

• Cancelling or rescheduling within 48 business hours of your appointment
• Joining the video link 5 or more minutes late for any reason as your doctor will not have sufficient time to treat you safely (please see the technology requirements for a video telehealth appointment HERE). There is not sufficient time to troubleshoot technology issues once the appointment time has commenced.
• Not showing up at all
• Driving your car, or logging into your consultation in a space that is not quiet and free from distractions and/or allows others to hear any audio or view the consultation on screen – this is a medicolegal requirement
• Wearing makeup or tinted sunscreen to your appointment
• Deciding not to proceed with treatment, or ending the appointment
• Not resubmitting photos or other information by the requested deadline

If you’re concerned about technology requirements, don’t worry! Our team is here to help you test it before your appointment as long as we receive sufficient notice. Simply reach out to us on (07) 3325-9700 or email [email protected] with any questions. Existing patients can also contact us via our Text Support Line for assistance with appointments.

If you feel that you would prefer a different treatment or wish to add or remove a treatment after the consultation, we understand. However, to ensure your safety and the effectiveness of your treatment, you will need to discuss this with your doctor in a new consultation. An additional $50 charge will apply for this consultation. We want to make sure that you receive the safest and most effective treatment possible, so our admin team is unable to make changes to the treatment plan without another consultation with your doctor.

We appreciate your understanding and can’t wait to see you soon.

What if I miss my appointment?

We understand that life can get hectic, which is why we’re always happy to reschedule your appointment for another time as long as we receive at least 48 business hours’ notice.

To help manage demand and ensure everyone gets timely access to our doctors, we charge a booking fee of $50 to confirm your appointment.

The booking fee is non-refundable in certain circumstances, such as:

• Cancelling or rescheduling within 48 business hours of your appointment
• Joining the video link 5 or more minutes late for any reason as your doctor will not have sufficient time to treat you safely (please see the technology requirements for a video telehealth appointment HERE). There is not sufficient time to troubleshoot technology issues once the appointment time has commenced.
• Not showing up at all
• Driving your car, or logging into your consultation in a space that is not quiet and free from distractions and/or allows others to hear any audio or view the consultation on screen – this is a medicolegal requirement
• Wearing makeup or tinted sunscreen to your appointment
• Deciding not to proceed with treatment, or ending the appointment
• Not resubmitting photos or other information by the requested deadline

If you’re concerned about technology requirements, don’t worry! Our team is here to help you test it before your appointment as long as we receive sufficient notice. Simply reach out to us on (07) 3325-9700 or email [email protected] with any questions. Existing patients can also contact us via our Text Support Line for assistance with appointments.

We appreciate your understanding and can’t wait to see you soon!

Why do I need to pay an appointment fee?

We understand that life can get hectic, which is why we’re always happy to reschedule your appointment for another time as long as we receive at least 48 business hours’ notice.

To help manage demand and ensure everyone gets timely access to our doctors, we charge a booking fee of $50 to confirm your booking.

Please note, the booking fee is non-refundable in certain circumstances, such as:

• Cancelling or rescheduling within 48 business hours of your appointment
• Joining the video link 5 or more minutes late for any reason as your doctor will not have sufficient time to treat you safely (please see the technology requirements for a video telehealth appointment HERE). There is not sufficient time to troubleshoot technology issues once the appointment time has commenced.
• Not showing up at all
• Driving your car, or logging into your consultation in a space that is not quiet and free from distractions and/or allows others to hear any audio or view the consultation on screen – this is a medicolegal requirement
• Wearing makeup or tinted sunscreen to your appointment
• Deciding not to proceed with treatment, or ending the appointment
• Not resubmitting photos or other information by the requested deadline

If you’re concerned about technology requirements, don’t worry! Our team is here to help you test it before your appointment as long as we receive sufficient notice. Simply reach out to us on (07) 3325-9700 or email [email protected] with any questions. Existing patients can also contact us via our Text Support Line for assistance with appointments.

We appreciate your understanding and can’t wait to see you soon!

What time zone is the appointment in?

We want to make your experience as seamless as possible! When you log in to the patient portal, all your appointments will appear in your local time zone. However, our Head Office is based in Brisbane, QLD, so all appointment reminders show QLD time.

But don’t worry! To help you easily check the conversion to your local time, we provide a time conversion calculator in all our appointment messages. And if you have any questions, our friendly support team is here to help! Simply give us a call at (07) 3325-9700 or shoot us an email at [email protected]. We’re always happy to assist you in any way we can.

Existing patients can contact us on the Text Support Line for help with appointments.

What if I have an appointment and the doctor decides I’m not a suitable candidate for prescription skincare?

If your doctor determines that prescription skincare isn’t the best fit for you, don’t worry. There won’t be any charge, and we’ll refund your $50 booking fee within 24 business hours of your appointment.

If your doctor feels that you would benefit from seeing a specialist dermatologist or another doctor for in-person care, such as a skin check, they may also discuss this with you.

Please note that your booking fee is non-refundable if you choose not to proceed with treatment or end the appointment. Additionally, booking fees do not accrue.

We want to make sure that you have all the information you need to make an informed decision, so please don’t hesitate to reach out to our support team at (07) 3325-9700 or email [email protected] if you have any questions or concerns. We’re always happy to help!

Do you use Zoom/Teams/Facetime for the video appointments?

We understand that keeping your personal health information secure is of utmost importance. That’s why we want to reassure you that we use a dedicated telehealth system for our video consults that is fully HIPAA-compliant. This means that we don’t use standard video conferencing platforms like Zoom, Teams, or Facetime. Plus, we never record any audio or video during your consultation to protect your privacy.

To further protect your personal health information, we store it in a secure HIPAA-compliant patient records platform. And when you use our Text Support Line, all communications are encrypted using 256 bit SSL technology. This ensures that any information you share with us is fully protected from interception and reading during transit.

We want you to feel completely comfortable and secure when you use our services, so please don’t hesitate to reach out to our support team at (07) 3325-9700 or email [email protected] if you have any questions or concerns. We’re here to help!

What happens if I have technical difficulties?

Our telehealth platform uses secure encryption for audio and video. This requires a strong, stable internet connection, with your camera and audio enabled on your device. If you’re using a work or new device, are in a new location, travelling in a car, or it’s your first appointment, please log in a few minutes early to confirm the strength and stability of your connection, and ensure your camera and audio are working.

You can request our admin team’s assistance to test your connection/device at least 48 business hours before your appointment. Should you experience MINOR technical difficulties during the consultation, our medical staff can help with basic troubleshooting that is normally sufficient to restore the connection.

In case of a Qr8 system outage, affecting multiple patients, we’ll resolve the issue promptly and notify affected patients as early as possible. We’ll reschedule your consultation in this instance at no additional cost.

In rare cases, when the consultation is significantly disrupted by issues beyond Qr8’s control and can’t be completed, the doctor won’t be able to prescribe for you safely. In this case, we’ll need to reschedule your appointment. Please note that your booking fee will be forfeited, as it is considered a ‘no show’ appointment, but we’ll help arrange a suitable alternative time, and work with you to ensure you can connect next time. An additional booking fee will apply for the new appointment.

How to check Your connection prior to your appointment

You can click on your telehealth link at any time prior to your consult to check your device’s settings are up-to-date and your camera and microphone are connected properly. Work devices often have firewalls installed that will prevent you connecting to outside video calls, so we recommend checking your link well in advance of your appointment time as we cannot troubleshoot once the appointment time has started.

Here’s a step-by-step guide about how to join the telehealth consult (you can also read more about the technology requirements to ensure your device will support the video call) HERE.