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Frequently Asked Questions

General Questions

Am I guaranteed a prescription (where required) and treatment?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to a specific prescription or treatment, it will not be issued.

Our team will provide recommendations for next steps, including in-person GP visits for further assessment.

How long until a doctor or pharmacist responds?

A hub.health doctor or pharmacist (where appropriate) will review your assessment and respond within 24-hours. In most cases, you’ll hear from them sooner than this.

Do you have a membership fee?

We don’t believe in annual subscriptions or membership fees. You’ll only ever pay for your consultation (if needed) and treatments.

Can I cancel at any time?

Yes, you can cancel at any time. However, given there are no ongoing annual fees, we suggest delaying any remaining repeats you have for future use, if required.

Do you handle my repeats?

Yes! When you organise your healthcare with hub.health, consider your repeats handled. We’ll ensure you never miss a repeat.

How fast will my treatment be delivered and how is it packaged?

Morning after pill treatments include same day delivery and arrive in standard pharmacy packaging.

All other treatments will be shipped via express post to anywhere in Australia. You should receive your treatment within 1-3 days, and they’ll arrive in discreet Australia Post packaging.

Managing Your Account

How do I order treatment once my script has been issued?

Once your doctor has issued your prescription, we’ll send an email and SMS with a link to your profile. Log in and head to the notifications tab and you’ll spot the ability to order.

Can I speak to my doctor at any time?

Of course! Our online platform enables ongoing support whenever you need it. To chat with your doctor, log into your profile, head to the ‘Products’ tab and select ‘Manage Treatment’. This is where you can message your doctor.

Our team is also available at help[email protected] Drop us a line, anytime.

How do I delay a repeat if I’m not ready for one yet?

You can delay your repeats at any time. Simply log into your profile, head to the ‘Products’ tab and select ‘Manage Treatment’. From here you’ll see the ability to delay your treatment.

Alternatively, reach out to our team at [email protected] anytime.

How can I order a repeat early?

To order a repeat early, log into your profile, head to the ‘Products’ tab and select ‘Manage Treatment’. You’ll see the ability to order an early repeat here.

The Contraceptive Pill
Which contraceptive pill brands do you offer?

Our doctors prescribe all major birth control pill brands. You’ll be given the opportunity to request your preference during the initial questionnaire.

Can I change my pill brand if for some reason it isn’t suitable?

Absolutely! To request a change of pill brand, log into your profile and start a new consultation. Your doctor will respond within 24-hours.

If you’re experiencing any issues, contact our team at [email protected]

Is the contraceptive pill 100% effective?

The contraceptive pill is 99.7% effective when used perfectly. This rate of success drops slightly when human error is considered (when you miss a dose or take it at a different time each day).

Are there any side effects associated with taking the contraceptive pill?

Like any medication, side effects are a possibility. The hormones in the contraceptive pill may cause side effects, but they usually disappear after a few months. Common side effects include:

  • Headaches
  • Nausea
  • Sore breasts
  • Period changes
  • Spotting (bleeding between periods)

The contraceptive pill shouldn’t make you feel sick or uncomfortable. So, if you’re experiencing any persisting or prolonging side effects of concern, consult with your hub.health doctor for further review. A change of brands may be required.

How does the contraceptive pill work?

The contraceptive pill contains two hormones, oestrogen and progesterone, that prevent pregnancy by stopping sperm from reaching an egg and thickening cervical fluid to make it hard for sperm to enter.

Does the contraceptive pill prevent STIs?

No, the contraceptive doesn’t prevent sexually transmitted infections (STIs). We recommend using a form of barrier protection, like a condom, to help prevent STIs.

Can I get pregnant on the contraceptive pill?

Yes. Despite the contraceptive pill having a high success rate, it isn’t 100% effective. There is always a slight risk of pregnancy with any form of contraception.

Thrush
What are the symptoms of thrush?

The most common vaginal thrush symptoms include:

  • Persistent discomfort, itchiness, or burning in the genital area
  • Tears in the skin surrounding the genitals
  • A thick, white, cottage-cheese like discharge
  • Swelling and/or redness around the vulva or vagina
  • Stinging or burning sensation when urinating or having sex
What causes thrush?

Thrush is caused by a yeast overgrowth that disrupts the vaginal microbiome. This can occur from increased stress levels, introducing new antibiotics to the body, hormonal changes during pregnancy or on your period, or another illness like diabetes.

What types of thrush do you treat?

The thrush treatment our doctors prescribe is specific to vaginal thrush. 

What are the treatment options for vaginal thrush?

Vaginal thrush treatment options include 3 Day Cream, 6 Day Cream, 1 Tablet, or Combination. Your doctor will ask which treatment option you prefer during your initial questionnaire.

The Vaginal Ring Birth Control
Can I receive a first-time vaginal ring script or repeats only?

Due to the nature of online consultations and our commitment to provide the best healthcare, hub.health doctors can only issue vaginal ring prescriptions for prior users, not for first-time users.

Am I required to know my blood pressure for a vaginal ring prescription?

When requesting a vaginal ring prescription, it is important that you know your blood pressure. If you are unsure of your blood pressure reading, our doctors won’t be able to issue a prescription for you. You can have your blood pressure checked at a local pharmacy if needed.

Am I guaranteed a prescription and the vaginal ring?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to the vaginal ring, it will not be issued. Your doctor may provide recommendations for next steps, including in-person GP visits for further assessment.

Menopause
What is menopause?

Menopause is the period in which a woman stops producing oestrogen, the main female sex hormone. The decrease in hormones can cause menopausal symptoms.

What are the symptoms of menopause?

Symptoms of hot flushes, night sweats, vaginal dryness, low sex drive, dry skin and nails, weight gain, and anxiety may be experienced during the transition to menopause. Every woman has a different experience of menopause. We are here to help you find the right treatment to ease your specific symptoms.

What kind of treatments are available for menopause?

We practice a holistic approach to menopause and provide a range of treatments, including Hormone Replacement Therapy (HRT) and non-hormonal treatments.

How do I know what menopause treatment will work best for me?

As part of our holistic approach to menopause, you’ll discuss your symptoms, medical history, and treatment preferences with your doctor to help them understand whether Hormone Replacement Therapy or non-hormonal treatment is most suitable for you.

Am I guaranteed a prescription and menopause treatment?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to a specific menopause treatment, or your menopause symptoms differ from what’s considered normal, treatment will not be issued. Your doctor may provide recommendations for next steps, including in-person GP visits for further assessment.

Erectile Dysfunction
How does ED treatment work with hub.health?

hub.health uses a secure digital health platform to provide discreet, convenient, and affordable access to erectile dysfunction treatment from an Australia-based GP, all from the privacy of your home.

After completing the online questionnaire, your assigned GP will determine if you’re a candidate for ED treatment. If you’re successful, we’ll organise fast delivery to your door (we’ll even manage your repeats when they’re due). If your GP identifies a potential risk in issuing ED treatment, they’ll likely refer you to an in-person GP for further review.

What ED treatments do you offer?

The Royal Australian College of General Practitioners (RACGP) states, “The most common first-line therapy for ED is a PDE5 inhibitor”. So, hub.health doctors prescribe the most common PDE5 oral medications. 

When do I need to take ED medication?

It’s recommended that ED medications should be taken 1-2 hours before sexual activity. If taken too close to sex, the medication may not ‘kick in’ quickly enough.

Is ED medication effective?

Oral ED medication is considered effective, with studies showing 82% of users reporting an improvement in their erections after using PDE5 inhibitors. However, it’s important to note that ED medication isn’t effective for everyone and response to medication will differ based upon individual circumstances.

If you’re still experiencing erectile dysfunction after trialling medication, your hub.health GP may suggest trialling medication under different circumstances. They may also alter your dosage, depending on your reaction and side effects.

What happens if the ED treatment doesn’t work?

ED medication isn’t instant; it can take 15-minutes to 1-hour to start working. If ED medications don’t seem to work for you, try not to worry as there are other treatments available. Alternative ED treatments include injectable ED medications, urethral suppositories, vacuum constriction devices (penis pumps), and penile implants. If you’re concerned about the efficacy of ED treatment, always speak with your doctor who can investigate further.

What are the risks and potential side effects of ED treatments?

ED drugs all work similarly and therefore share potential side effects of:

  • Mild reduction in blood pressure levels (caused by their effects on smooth muscle tissue and blood flow)
  • Mild headaches (associated with all ED drugs)
  • Dizziness
  • Muscle aches or back pain
  • Stuffy nose
  • Facial flushing
  • Vision issues, including temporary blurred vision and blue-tinted vision
  • Digestive issues, ranging from diarrhoea to indigestion, and bloating (can be worsened by consuming alcohol, caffeine, carbonated drinks, and dairy products)

These side effects typically occur while the medication is active in the body, however in some cases it is possible for side effects to linger for slightly longer than the drug.

It’s important to pay attention to these side effects, particularly if you have cardiovascular health conditions. If you use nitrates or other medications to treat hypertension, the lowered blood pressure caused by ED medications can be dangerous. That’s why it’s important to always provide honest, accurate answers on your questionnaire and during conversations with your hub.health doctor.

Can a doctor diagnose erectile dysfunction remotely?

Yes! In most cases, erectile dysfunction can be diagnosed based on a patient self-reporting their symptoms and medical history.

hub.health GPs ask questions to evaluate your symptoms and ensure it’s safe and appropriate to prescribe ED medication. Using your answers, they’ll diagnose your condition and create a treatment plan. That’s why it’s important to answer each question as truthfully and accurately as possible.

Premature Ejaculation
How much do PE treatments cost?

Australian law prevents advertisement of prescription medication costs, however the most expensive treatment our doctors prescribe is $4/dose.

How does PE treatment work with hub.health?

hub.health uses a secure digital health platform to provide discreet, convenient, and affordable access to premature ejaculation treatment from an Australia-based GP, all from the privacy of your home.

After completing the online questionnaire, your assigned GP will determine if you’re a candidate for PE treatment. If you’re successful, we’ll organise fast delivery to your door (we’ll even manage your repeats when they’re due). If your GP identifies a potential risk in issuing PE treatment, they’ll likely refer you to an in-person GP for further review.

What PE treatments do you offer?

hub.health doctors prescribe the most effective premature ejaculation treatments as per the Royal Australian College of General Practitioners (RACGP). These include Selective Serotonin Reuptake Inhibitors (SSRIs) and topical anaesthetics. The PE treatment you’re prescribed will depend on your individual circumstances.

How often do I need to take PE medication?

Your hub.health doctor will determine the correct dosage based on your individual circumstances. Please follow the instructions on the packet to ensure you’re using PE treatment correctly for the best possible outcome.

Is PE medication effective?

Efficacy of PE treatment depends on individual circumstances. No single treatment works for everyone; however, most men can be treated successfully. If results aren’t achieved as planned, maintaining an honest line of communication with your hub.health doctor can lead to an altered treatment plan including multiple medications, topical therapies, and techniques for better outcomes. Whatever you do, don’t give up. There are many options available, and our GPs have the experience to help find you the best solution.

What happens if the PE treatment doesn’t work?

If the treatment prescribed to you doesn’t achieve the results you’re hoping for, don’t worry. There are many PE treatment options available, and our GPs are qualified to help find the best solution for you. These may include psychological therapy, behavioural therapy, decreasing penile sensitivity, trialling other medications, and natural remedies.

What are the risks and potential side effects of PE treatments?

Most side effects of SSRIs are mild and transient in nature, meaning they’ll disappear without intervention as your body adjusts to the medication. However, some side effects can persist, and in some rare cases SSRIs can cause serious, potentially harmful side effects.

Common side effects of SSRIs include:

  • Irritability
  • Anxiety
  • Blurred vision
  • Difficulty in reaching orgasm
  • Dizziness
  • Nausea and vomiting
  • Decreased sex drive

Topical anaesthetic sprays used at the recommended dose carry minimal side effects. However, with excessive dosage comes common side effects of:

  • Temporary loss of penile sensitivity, which could make it hard to form an erection
  • Skin irritation and/or burning sensation
  • Numbing of the penis, due to overuse of spray
Why can PE and ED be treated using the same medication?

Often ED is an underlying cause of premature ejaculation, and sometimes the underlying cause of one condition can be the same for the other.

Hair Loss

How does hair loss treatment work with hub.health?

hub.health uses a secure digital health platform to provide discreet, convenient, and affordable access to hair loss treatment from an Australia-based GP, all from the privacy of your home.

After completing the online questionnaire, your assigned GP will determine if you’re a candidate for hair loss treatment. If you’re successful, we’ll organise fast delivery to your door (we’ll even manage your repeats when they’re due). If your GP identifies a potential risk in issuing hair loss treatment, they’ll likely refer you to an in-person GP for further review.

What hair loss treatments do you offer?

hub.health doctors issue prescription medication to treat male pattern baldness (androgenic alopecia). Prescription hair loss medication helps to maintain current hair volume while preventing further loss and potentially regrowing hair in areas where it has been lost.

Our doctors may also prescribe Minoxidil 5% non-prescription as a topical or capsule treatment, which has been proven as one of the most effective treatments for hair regrowth. Your hair loss treatment will be specifically tailored to you, so make sure you don’t share with anyone else, even if they claim to have the same condition as you.

Is hair loss treatment provided by hub.health effective?

In one study, 90% of men who used prescription medication either maintained their hair volume or noticed improvements in hair growth. 40% of men who used Minoxidil 5% non-prescription experienced an increase in hair growth.

As per the Royal Australian College of General Practitioners (RACGP) guidelines, it’s important to emphasise:

  • No hair loss treatment will completely reverse the process
  • The response to treatment is quite variable
  • Some people will not respond to particular treatments
What happens if the hair loss treatment doesn’t work?

The likelihood of hair loss treatment not working boils down to consistency. If you start and stop or skip days of treatment, your treatment will be less effective. It may even stop working altogether. If after 2-4 months you haven’t achieved results, consult with your doctor. There may be an underlying reason why treatment hasn’t been effective, and a professional will help you identify and address this.

What are the risks and potential side effects of hair loss treatments?

All medications carry a risk of side effects. For hair loss treatment, potential side effects include:

  • Decreased sexual desire (low libido)
  • Inability to develop or maintain an erection (erectile dysfunction)
  • Testicular pain or discomfort
  • Problems related to ejaculation, such as changes to ejaculatory volume
  • Mood changes or depression
Do I need to provide photos to prove my hair loss?

No, our doctors don’t need to see photos to prescribe your hair treatment. We include hair loss examples in the questionnaire for you to choose which most accurately aligns with your hair loss. 

How long does it take to see results?

Hair loss treatment programs can take 3 to 6 months of daily use for visible changes to occur, and up to one year for maximum results. Like all medications, results vary from person to person based on individual circumstances.

Acne

What is acne?

Acne occurs when dead skin cells and oil clog hair follicles on the skin, causing bacteria to multiply and inflame. There are many types of acne, including whiteheads, blackheads, pimples, and cysts. Acne can present as occasional mild breakouts, or severe, painful chronic acne.

What kind of acne treatments are available?

hub.health Dermatologists have extensive knowledge and experience in prescribing acne treatments. They only use ingredients they know and trust. These include prescription retinoids, hyaluronic acid, topical antibiotics, niacinamide, and azelaic acid.

What treatment is right for me?

The best acne treatment for you is dependent on your skin type, skin concerns, and the root cause of your acne. Mild or occasional breakouts can often be treated with over-the-counter pharmacy products. Recurring mild to moderate acne may require a prescription topical treatment, such as topical antibiotics or retinoids. Treatment for severe acne may require oral antibiotics or retinoids. Skin that is sensitive or prone to conditions like eczema or rosacea will require extra caution.

hub.health doctors work with you to determine the best acne treatment for your specific skin type and concerns.

How does acne treatment work?

With hub.health, taking care of your skin is simple. Our doctors will provide instructions specific to your prescription upon approval.  

As a general guide, once your acne treatment has been delivered to your door:

  • Apply your acne treatment once daily in the evening, after cleansing and before moisturising. Make sure you wash your hands well after applying.
  • Due to the potent ingredients in your acne treatment, we recommend starting with a staggered application schedule – every second or third evening before building up to daily usage.
  • You should start seeing improvements in just weeks, with full results visible after 3 months.

hub.health doctors work with you to determine the best acne treatment for your specific skin type and concerns.

What happens if my skin reacts to the acne treatment I’ve been prescribed?

If you notice a reaction to the acne treatment you’ve been prescribed, immediately stop using the treatment and consult with one of our doctors for further investigation. You can start a consult with a doctor via the patient portal.

Am I guaranteed a prescription and acne treatment?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to a specific acne treatment, or your acne symptoms appear different to standard acne, treatment will not be issued. Your doctor may provide recommendations for next steps, including in-person GP visits for further assessment.

Do I have to provide photos of my skin?

hub.health doctors are committed to providing the highest standard of care. To prescribe you the best acne treatment for your skin, our doctors will require photos of your skin, but don’t worry, confidentiality will always be maintained. You can upload your photos via the patient portal once you’ve completed your initial assessment. 

How much does acne treatment cost?

Your initial consultation will cost $25, payable prior to doctor’s review. If you’re prescribed acne treatment, the cost is $40 per month. We’ll express post your acne treatment each month, so you’ll never run out. You can cancel, pause, or delay your acne treatment at any time without cancellation fee. And we’ll refund the $25 consultation fee immediately if treatment isn’t prescribed for whatever reason.

How fast will my treatment be delivered and how is it packaged?

Once you’ve paid for your acne treatment, we’ll express post it to anywhere in Australia free of charge. Your treatment will be packaged in discreet Australia Post packaging and should arrive within 1-3 days.

Do you handle my repeats?

With hub.health, consider your repeats handled. We’ll express post your treatment for free each month, so you’ll never run out.

Can I speak to my doctor at any time?

Of course! Our online platform enables ongoing support whenever you need it. To chat with your doctor, log into your profile, head to the ‘Products’ tab and select ‘Manage Treatment’. This is where you can message your doctor.

Our team is also available at [email protected] Drop us a line, anytime.

Cold Sores (HSV-1)
What are the symptoms of a cold sore?

There are usually several stages of a cold sore. The first stage involves tingling and itching around the lips for a day or so before a hard spot appears, and blisters erupt. The second stage involves the formation of small fluid-filled blisters along the lining of the lips. Finally, these small blisters may merge and burst, leaving shallow open sores that ooze and eventually crust over.

Am I guaranteed a prescription and cold sore treatment?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to a specific cold sore treatment, or your cold sore symptoms appear different to standard cold sores, treatment will not be issued. Your doctor may provide recommendations for next steps, including in-person GP visits for further assessment.

Reflux
What is reflux?

Gastro-oesophageal reflux, or reflux as it’s commonly known, is the process of stomach acid leaking upwards from the stomach to the oesophagus (food pipe). Reflux is a common condition with 15-20% of adults experiencing symptoms at least once per week. If you find yourself experiencing symptoms of reflux more than two times per week, or having severe episodes, it’s considered likely that you have gastro-oesophageal reflux disease (GORD).

What causes reflux?

The cause of reflux is thought to be related to your diet. However, factors of weight, pregnancy, connective tissue disorder, stress, smoking, certain body movements, bending over, and certain medications can also contribute towards the onset of reflux. GORD is primarily caused by an issue with the lower oesophageal sphincter (LOS), a muscle located at the bottom of the oesophagus (food pipe).

What are the treatment options for reflux?

Commonly prescribed treatment for reflux includes antacids and proton pump inhibitors (PPIs). Antacids work by neutralising the stomach acid that causes reflux, and are available in liquid, chewable, and tablet forms. PPIs work on the cells that line the stomach to reducing acid production.

Sleep
Am I guaranteed a prescription and sleep treatment?

hub.health doctors provide the highest standard of healthcare, assessing each patient on an individual basis. If our medical team determines a potential risk related to a specific sleep treatment, it will not be issued. Your doctor may provide recommendations for next steps, including in-person GP visits for further assessment.

Can I be prescribed stronger sleep treatments?

hub.health doctors cannot prescribe sleep treatments such as Benzodiazepines (benzos) as they are potentially habit-forming drugs. If you think you may need these, please speak to your local GP.

Asthma
What is asthma?

Asthma is a respiratory condition that presents as symptoms of wheezing, shortness of breath, chest tightness, coughing, reduction in lung function and ultimately, difficulty in breathing effectively.

What are the signs and symptoms of asthma?

Asthma symptoms include wheezing, shortness of breath, chest tightness, coughing, and difficulty breathing.

What causes asthma?

The cause of asthma remains largely unknown. Asthma can be diagnosed in children who carry the condition into adulthood, or it can develop over time and be diagnosed in adulthood. Generally, asthma is thought to be the result of genetics, or continual exposure to certain lifestyle pollutants (breathing in fumes that irritate the lungs, dust, and pollen) that act as triggers.

What can trigger asthma?

Asthma can be triggered by a large variety of factors, including exposure to pollen, smoke, dust, air pollutants, grass, or exercise.

What are the treatment options for asthma?

Asthma can be treated and managed using hand-held devices known as preventers and relievers. In some cases, a person living with asthma will use multiple relievers and preventers for optimal asthma management.

How do asthma relievers work?

Asthma relievers provide relief by relaxing the muscles in the airways that contract and cause the airway to narrow. This enables an easier flow of breath.

How do asthma preventers work?

Asthma preventers work by reducing the inflammation and swelling within the airways, ultimately allowing for more effective breathing to occur.

Herpes Simplex Virus (HSV-2)
How do I know if I have Herpes Simplex Virus?

Most people who carry the herpes virus are asymptomatic, meaning they have no obvious or visible symptoms. Some people have mild herpes symptoms that can be mistaken for other skin conditions, like pimples or ingrown hairs.

If you’re experiencing small blister-like sores on or around the genitals, this is a sign you may be experiencing a herpes outbreak. An outbreak may be itchy, painful, and accompanied by flu-like symptoms (fever and body aches), a burning sensation when urinating, and fatigue.

Whether you’re asymptomatic or not, the only way to know if you carry the herpes virus is by visiting your doctor for assessment.

What are the symptoms of Herpes Simplex Virus?

Symptoms for genital herpes typically include a group of itchy or painful blisters in the genital area that can evolve into sores. Other HSV-2 symptoms include burning when urinating, difficulty urinating, itching, and painful genitals. Flu-like symptoms of swollen glands, fever, chills, headaches, aches, and fatigue may also arise.

Can I receive a first-time HSV-2 treatment script or only repeats?

hub.health doctors provide the highest standard of healthcare, and since text-based consults do not provide our doctors with enough information to determine whether you have HSV-2, unfortunately they can only offer prescriptions and treatments to patients who have already been diagnosed with HSV-2 by another doctor.

Our platform aims to simplify healthcare for those who are already on HSV-2 medication. If you believe you have Herpes Simplex Virus, visit your local GP for assessment. 

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