For general practices
Refer once and it stops being your problem.
You identify nothing, ring nobody and chase nothing. We find the patients, we get them to yes, and we put a referral in front of you ready to sign.
The whole service
What each side actually does
| Step | Your practice | Us |
|---|---|---|
| Find eligible patients | Approve the list | We give you the search, it runs inside your software, and we help you read the results. |
| Contact those patients | Nothing | SMS and follow-up call, identified as your practice. Your reception never picks up the phone. |
| Consent | Nothing | Captured, timestamped and logged. Opt-outs honoured permanently. |
| The referral | Sign it | Pre-filled in your own software from our template, or sent back to you ready to sign. |
| Booking and travel | Nothing | We schedule around the patient, including carers and interpreters. |
| The visit | Nothing | 45 to 60 minutes in the patient's home, going through every medicine in the house. |
| Chasing pathology | Nothing | We request what we need and wait for it, so you aren't the middleman. |
| The report | Read it | Written findings back through your usual channel within 7 days. |
| Follow-up | Approve if you agree | We flag when one is clinically warranted and arrange it. |
| Billing | Bill item 900 ($185.35) | We claim our side separately. Nothing to reconcile. |
Before you refer
What we will never do
The thing nobody says out loud about referring is the worry that you are handing your patient to someone else. So here it is in writing, and you can hold us to all 6.
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We don't dispense
We have no pharmacy, no dispensary and nothing to sell your patient. There is no product at the end of this and no second appointment we are trying to create.
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We never suggest they switch
Not their GP, not their practice, not their pharmacy. If a patient asks us to recommend one, we tell them to talk to you.
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We don't market to your patient
No newsletter, no offers, no follow-up campaign. Their details are used for the review you referred and nothing else, ever.
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We don't contact them again
Except for a follow-up interview you have approved. After that the relationship goes back to being entirely yours.
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The report goes to you
Not to a third party, not to a pharmacy, not to a database. Nobody else is copied unless you ask us to copy them.
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We don't ask for your patient list
The eligibility search runs inside your own software against your own records. We never receive a copy and never hold one.
Every review is conducted by a pharmacist holding a current medication review credential. Nobody else visits your patient.
Held with PDL, including run-off cover. Certificate of currency on request for your practice records.
All patient information is collected, stored and processed in Australia. Nothing is sent offshore.
Our commitment
7 days, and you hear from us if we're going to miss it.
Every service promises a turnaround. Almost nobody tells you what happens when they slip, which is the part that actually costs you. Here is ours, and it is checkable.
- 7 days Report back from the day we interview your patient, through the channel you already use.
- Same day Your referral is acknowledged. You will always know it arrived.
- Before If a report is going to be late, you hear it from us before the deadline, with a reason. You should never be the one chasing.
- 1 name One named pharmacist for your practice, with a direct number. Not a queue and not a roster.
Eligibility
Who qualifies
- Holds a current Medicare or DVA card
- Lives in a community setting: their own home, or independent living in a retirement village. A village address does not disqualify them, and this is the most commonly missed point in the program
- Is at risk of a medication-related problem
- Can give consent, or has a carer who can
Patients in residential aged care are covered by a different program.
When to refer
Any one of these is enough on its own.
You don't need several. One is a valid reason. Our search looks for all of them at once.
| 5 or more regular medicines | The most common trigger, and the one most often missed. |
| More than 12 doses a day | Regardless of how many separate medicines that involves. |
| A regimen change in the last 3 months | Including anything started or stopped in hospital. |
| Narrow therapeutic index medicines | Warfarin, digoxin, lithium, phenytoin, methotrexate. |
| Suspected adverse drug reaction | Or symptoms that could plausibly be medicine-related. |
| Sub-therapeutic response | Where the medicine should be working and isn't. |
| Suspected non-adherence | Including anything you suspect but can't confirm in a consult. |
| Difficulty managing medicines | Literacy, language, dexterity, vision or cognition. |
| More than 1 treating doctor | Specialists prescribing independently of each other. |
| Discharged from hospital in the last 4 weeks | The highest-risk window there is. |
Ready to refer?
Your own software template, secure messaging, or over the phone. Whichever is least work at your desk.
What comes back
A report you can act on in the next consult.
- What they're actually taking, reconciled against your list, including anything started or stopped elsewhere
- Problems found: interactions, duplications, inappropriate doses, missing monitoring
- Adherence: what is genuinely being taken, and why anything isn't
- A short prioritised list of suggestions, written for a busy consult, not for a journal
Returned within 7 days by the channel you already use.
What you won't get elsewhere
4 things the other services don't do.
Not marketing claims. Each of these is a gap we checked before building around it.
You can see where a referral is up to
Referred, contacted, booked, visited, reported. Ring or message and you'll get the actual status, not a promise to look into it. Nobody else offers this, which is why "did that ever happen?" is such a common question.
We claim the follow-ups
The Program Rules allow up to 2 follow-up interviews per patient, and they don't count toward the monthly cap. Most services never do them. We track every window and offer the ones that are clinically warranted.
We flag the 2027 problem early
From 1 July 2027 your patient needs a chronic condition management plan reviewed within 18 months to stay eligible. Our search tells you which patients that catches, while there's still time to review the plan.
Your patient list stays put
The usual model has the practice upload its patient list to the provider. Ours runs the search inside your software and never takes a copy. Easier for your privacy officer, and one less thing to explain.
Questions practices ask
What does my practice actually have to do?
2 things. Approve the list of patients we identify, and sign the referral. Everything between and around those 2 steps is ours: contact, consent, booking, travel, the visit, pathology, the report.
Who bills item 900, and what is it worth?
You do. MBS item 900 has a schedule fee of $185.35, payable at 100%. It is claimed by the referring practitioner for the contribution to and review of the medication management plan. We claim for conducting the review separately, so there is nothing for your practice to reconcile.
Does the patient pay anything?
No. Home Medicines Reviews are provided at no charge to the patient. No gap, no booking fee, no travel charge.
Do we have to give you our patient list?
No, and we would rather you didn't. The eligibility search runs inside your own practice software against your own records. You see the results; we never receive or hold the list. That is the main way we differ from how this is usually done.
How does a patient get contacted?
By SMS first, identified as your practice, with a follow-up call if they don't respond. Every message carries an opt-out and we keep the opt-out register. Nothing goes out until you have approved the list.
How long is a referral valid?
The patient interview must happen within 90 days of the referral date. We track that and tell you if a referral is at risk rather than letting it lapse quietly.
How often can a patient have one?
Once in a 12-month period, and only if item 245 hasn't been claimed in the same period, unless there's been a significant change in condition or regimen.
Up to 2 follow-up interviews are permitted on top of that. The first no earlier than 1 month and no later than 9 months after the initial interview; the second no earlier than 1 month after the first, and still within 9 months of the initial. Follow-ups are excluded from the 30-per-month cap, and most services never claim them. We track and offer every one that's clinically warranted.
What about patients in retirement villages?
Independent living within a retirement village is a community setting, so those patients are generally eligible. The village address does not disqualify them. Residential aged care is a separate program. This is the single most commonly missed eligibility point, and those residents are often the ones who would benefit most.
Do you look at My Health Record?
Only with the patient's written consent, which the Program Rules require us to obtain before the review. It covers participation, access to dispensing history and My Health Record, and sharing the report with the patient's healthcare team. It means we see what was actually dispensed, not just what was prescribed, which is usually where the interesting gaps are.
Is any of this handled overseas?
No. All patient information is handled in Australia by Australian-based personnel on Australian servers.
Need something to hand a patient? The free practice kit has a waiting room poster, a patient leaflet and a reception script, and our plain-English page on what a Home Medicines Review is is written for them, not for us.
One search, no obligation
We'll run the eligibility search with your practice manager and show you who qualifies. If you don't like the numbers, that's the end of it.