Frequently Asked Questions

There is a lot of detail behind Evercare and we realise you may have questions.  We’ve tried to answer the most common questions here, please take a look and if you need anything further, contact us.

Membership
What’s included in my membership?

An Evercare membership provides you with peace of mind, knowing that you have a dedicated family doctor and broader care team looking after your healthcare needs. An Evercare membership gives you fast access to your chosen GP, unlimited no gap consultations via telehealth or in clinic, an extended hours care team on standby, an annual health check and a handy app to manage all your healthcare needs. Find out more about what’s included in your membership.

Can I use Evercare without a membership?

No, Evercare is a member-only service. At only $45 a month (with no gap fees for appointments) it is cheaper than most standard doctor appointments elsewhere and yet you get so much more. Give it a try and you can pause your membership at any time.

Can I pause my membership?

Yes! You can pause your Evercare membership at any time. At the end of your billing period (monthly) your membership benefits will cease and you will no longer be able to log into the Evercare app to manage your healthcare. Please note that if you do decide to re-join Evercare at a later point, you may not be able to choose your previously selected Doctor as once their patient list is full, it will close. A re-joining fee may also apply.

How do I pay?

Evercare currently accepts payments via credit card. You will setup your payment details as part of completing your membership sign up in the app. Membership fees are paid a month in advance, at the time of joining and each month thereafter. At the time of an appointment with your GP (in clinic, phone or via telehealth) your designated payment method will be charged the standard Medicare rate for your consultation. Within 24-48 hours this amount will be refunded in full by Medicare (to the bank account you have provided them), leaving you with no-gap fees for standard consultations.

How do I transfer my patient records to Evercare?

As an Evercare member it is helpful if you can provide your previous patient records to your Evercare GP so they can access your medical history. We’ve detailed the simple steps that you need to do to have your records transferred over. Visit our patient transfer page.

Do you have a money back guarantee?

Yes! We offer a money back guarantee on your membership fee! You can have peace of mind knowing that if our service doesn’t meet your expectations, we’ll refund your first month’s membership fee. Read more.

How much does Evercare cost?

Evercare has a monthly membership fee of $45 a month for adults, $35 for concession card holders and $10 a month for dependents (under the age of 18) who are linked to a paid parent’s account. Dependents under 18 years who are added directly (and not linked to a paid parent’s account) will be charged $22 a month. Concession cards accepted are a Pensioner Concession Card, a Commonwealth Seniors Health Card or a Health Care Card. The concession card must be presented for verification in clinic at your first appointment.

 

The membership fee allows us to provide you with priority access to a regular GP who will offer you no gap consultations and who caps their patient numbers to ensure you can receive fast, professional care. We also provide you with access to a care team and all the functionality of the app. Using Evercare, you will access unlimited standard GP consultations with full reimbursement from Medicare.

 

At the time of your appointment (telehealth or in clinic) your designated payment method will be charged the standard Medicare rate for your consultation. Within 24 -48 hours this amount will be refunded in full by Medicare (to the bank account you have provided them), leaving you with no-gap fees for standard consultations.

Doctor Appointments
How soon can I make an appointment with my Doctor?

Once you have joined Evercare and downloaded the app, you can make an appointment straight away. If you have not had an in-person appointment with your selected doctor in the previous 12 months, we recommend making your first appointment in-clinic, which will allow us to complete your appointment with no gap fees, and ensure that you are eligible for future telehealth rebates from Medicare. We can also provide additional orientation around the Evercare app and your Evercare membership more broadly.

How do I book an appointment with my Doctor?

New patients can make their first appointment online here. Once you’re a member, you can easily book an appointment with your doctor using the Evercare App. Simply tap the “book an appointment” button located on the app home screen, and follow the prompts. You’ll have an opportunity to describe your symptoms, upload an image and depending on the reason for your appointment, you can choose to have the appointment performed via telehealth or in clinic. Doctors can determine which appointment reasons can be done via telehealth and which reasons you need to come into the clinic for. For example, you can’t get a vaccine via telehealth and would therefore only be able to select an “in-clinic” time.

Do I need to see my Doctor in person?

Your Evercare membership allows you to see your doctor in person, or using telehealth via the Evercare app to suit your personal needs. It should be noted that patients must visit their doctor in person at least once each year to be eligible for Medicare telehealth rebates or additional costs will apply.

How do I transfer my patient records to Evercare?

As an Evercare member it is helpful if you can provide your previous patient records to your Evercare GP so they can access your medical history. We’ve detailed the simple steps that you need to do to have your records transferred over. Visit our patient transfer page.

Can my first appointment be via telehealth?

Yes it can; however, if you have not had an appointment with your chosen doctor in the last 12 months, you will not be eligible for Medicare rebates and you will have out-of-pocket costs (generally $39.75). If you want to avoid the out of pocket cost, we recommend making your first appointment in-clinic so that you can be validated for telehealth Medicare rebates in the future.

What if my Doctor is busy?

Evercare members select a preferred GP; however, our entire care team will be available to provide you with the care you need. Sometimes your doctor will be with another patient or taking a break on the day/time that you need medical care or advice. In these cases your Evercare membership allows you to choose from one of our fill in GPs and access our nurse practitioners who are here to ensure you get what you need, when you need it. Your regular GP will remain your primary care coordinator, working with the broader care team to deliver you continuity of care.

What about out of hours?

Your GP will work at varying times throughout the week; however, the broader Evercare Care Team is available from 7:30am to 7:30pm to answer any questions you may have. So even if your doctor is in a consult or off duty, you can access care from a qualified professional who has access to your medical file, which is important for continuity of care.

Family Members
Can my kids join Evercare?

Yes! Dependent children can be added to an adult member’s account in our app. Kids up to the age of 18 can be added to a paying parent’s account at the discounted rate of $10 a month (inc GST) and receive all the same benefits as an adult. This is managed through the adult’s account. If you wish to sign up your child without them being linked to a paid parent account, the monthly fee will be $22 a month (inc GST). Adult dependents can be added to an account at the standard adult rate.

Can I add my elderly parents to my account?

Yes, members can use the same process that allows you to add your children, to add elderly parents/relatives. This can be done directly in the Evercare app. Any dependents aged 18 and over will be charged at the standard Evercare adult rate of $45 per month including GST.

Care Team
What if my Doctor is busy?

Evercare members select a preferred GP; however, our entire care team will be available to provide you with the care you need. Sometimes your doctor will be with another patient or taking a break on the day/time that you need medical care or advice. In these cases your Evercare membership allows you to choose from one of our fill in GPs and access our nurse practitioners who are here to ensure you get what you need, when you need it. Your regular GP will remain your primary care coordinator, working with the broader care team to deliver you continuity of care.

What about out of hours?

Your GP will work at varying times throughout the week; however, the broader Evercare Care Team is available from 7:30am to 7:30pm to answer any questions you may have. So even if your doctor is in a consult or off duty, you can access care from a qualified professional who has access to your medical file, which is important for continuity of care.

Pricing
What options do you offer to pay for Evercare?

We currently take credit card payment for the monthly membership fee. Master, Visa, American Express, Diners Club. In the future we will expand this to include other options including ApplePay and GooglePay.

Do I need a Medicare card?

At this stage you need a valid Medicare card or DV card to in order to utilise the Evercare service. We may open the service up to non-Medicare/DVA card holders in the future.

Do you have a money back guarantee?

Yes! We offer a money back guarantee on your membership fee! You can have peace of mind knowing that if our service doesn’t meet your expectations, we’ll refund your first month’s membership fee. Read more.

How much does Evercare cost?

Evercare has a monthly membership fee of $45 a month for adults, $35 for concession card holders and $10 a month for dependents (under the age of 18) who are linked to a paid parent’s account. Dependents under 18 years who are added directly (and not linked to a paid parent’s account) will be charged $22 a month. Concession cards accepted are a Pensioner Concession Card, a Commonwealth Seniors Health Card or a Health Care Card. The concession card must be presented for verification in clinic at your first appointment.

 

The membership fee allows us to provide you with priority access to a regular GP who will offer you no gap consultations and who caps their patient numbers to ensure you can receive fast, professional care. We also provide you with access to a care team and all the functionality of the app. Using Evercare, you will access unlimited standard GP consultations with full reimbursement from Medicare.

 

At the time of your appointment (telehealth or in clinic) your designated payment method will be charged the standard Medicare rate for your consultation. Within 24 -48 hours this amount will be refunded in full by Medicare (to the bank account you have provided them), leaving you with no-gap fees for standard consultations.

Do I get bulk billed for appointments?

We don’t bulk bill, however all of the doctors at Evercare have agreed to provide no-gap or no-out-of-pocket consultations. This means that Evercare members (who are paying the $45 a month membership fee) will access unlimited no-gap appointments with their GP.

 

At the time of your appointment (telehealth or in clinic) your designated payment method will be charged the standard Medicare rate for your consultation. Within 24 -48 hours this amount will be refunded in full by Medicare (to the bank account you have provided them), leaving you with no-gap fees for standard consultations.

Do I get charged for each consultation?

Through Evercare, your doctor will not charge you out-of-pocket costs for standard consultations. What this means is at the time of your appointment (in clinic or telehealth) your doctor will invoice you the Medicare rebate amount and your credit card will be charged. Medicare will then reimburse this cost in full (to the bank account you have provided them), generally within 24-48 hours – provided you are eligible for the service. Additional costs may apply if you require specialised care (eg. midwifery), complex in clinic procedures or extensive use of consumables (bandages etc).

Why do I need to be telehealth eligible?

During the pandemic, Medicare introduced rebates for GP appointments that were delivered via telehealth. Previously, rebates could only be accessed for in-clinic appointments. Towards the end of the pandemic, Medicare introduced some minimum criteria to ensure these funds were being used appropriately.

 

To qualify for Medicare telehealth rebates, a patient must have seen the doctor (that they wish to have a telehealth consult with) in person at least once within the 12 months prior. Then the patient must continue to meet this obligation by seeing that GP at least once every 12 months. If you haven’t met your doctor at Evercare in person yet, make an appointment to pop into the clinic and you’ll then be able to access telehealth rebates moving forward.

 

If you prefer an immediate telehealth appointment and you are a new member who isn’t telehealth eligible with Medicare, you can select to see a doctor via telehealth immediately and choose to pay the gap fee yourself. This is charged as the Medicare rebatable fee – for example,  for a standard consultation, it would cost $41 (in addition to your monthly Evercare fee).

What other costs might apply?

Provided you have a valid Medicare card and see your chosen doctor in person at least once a year, there should be no out of pocket costs other than your monthly fee. Your monthly subscription includes access to your doctor and care team, the services in the Evercare app and treatment from a GP or nurse provided in an Evercare clinic.

 

At the time of your appointment (telehealth or in clinic) your designated payment method will be charged the standard Medicare rate for your consultation. Within 24 -48 hours this amount will be refunded in full by Medicare (to the bank account you have provided them), leaving you with no-gap fees for consultations.

 

Additional costs may apply if you require specialised care (eg. midwifery), complex in-clinic procedures or extensive use of medical consumables. We will always discuss any out-of-pocket costs with you first. If you require additional medical care from other providers outside of Evercare such as xrays, scans or specialist appointments, you will be charged separately from those providers.

Privacy
How is my information kept safe?

Evercare uses state of the art encryption technology to ensure that patient’s information is kept safe.  We comply with Australian laws relating to the storage and use of medical data and ensure that any records kept are stored on secure servers based in Australia, with multiple layers of protection to guard against unauthorised access. For full details, please view our Privacy and Terms and Conditions page.

Evercare App
How do I get the Evercare App?

You can download the Evercare App from the Apple or Google Play stores. Get started here.

Do I need to use the App?

Yes, the Evercare app is your healthcare companion. It is the primary way that you will initiate contact with your healthcare team. You will use the app to make appointments, have your telehealth calls and videos, ask questions of your Healthcare Team, view your medical records, access and reorder scripts and lots more!

Other Services
Do you have pathology on site?
While QML does have rooms on site, they are not consistently staffed at the moment. Evercare’s nurse, Kat, can collect blood samples when available, and these are collected daily.

If your Evercare doctor recommends a blood test, they will inform you if we can arrange for it during your clinic visit between the hours of 8am to 3pm weekdays.