Question 1

I am a reciprocal medicare card holder, do I still get Free consults?

Accepted Answer

If you hold a reciprocal Medicare card, your consultation is free (bulk billed), but you will need to pay for any pathology tests.

We recommend using ACL (Australian Clinical Labs) for your testing. You’ll pay upfront, but you can claim 100% of the cost back from Medicare, meaning there are no out-of-pocket expenses.
*Please note: Temporary visitors from Ireland and New Zealand are not covered under Australia’s reciprocal healthcare agreements for out-of-hospital services. This means you’ll need to pay for both the consultation and any pathology tests.
For more information, please visit the official Medicare page here.

Question 2

Will I have to pay again to get my results?

Accepted Answer

No, all our tests are a one time payment that includes an initial consult and a follow up when your results are ready. And if you're medicare eligible, you can claim it through medicare.

Question 3

Which pathology centre can I go to?

Accepted Answer

You can take your request form to any approved Australian pathology collection centres. But for a faster processing time, visit any authorised Australian Clinical Labs pathology. Find your nearest location: https://www.clinicallabs.com.au/location/

Also to note, NSW Pathology processing results time take roughly 3-4 weeks.

Question 4

I received a bill from the pathology when I requested a Free* test

Accepted Answer

If you had a valid Medicare card at the time of testing and you requested for a Free* test, but received a bill from the pathology lab after being tested, do not pay the bill, but please send us a photo of your invoice to contact@sistr.com.au and we will help you to sort it out.

*with a valid Medicare card for Australian residents.
If you have reciprocal Medicare card, please refer to our FAQ: "I am a reciprocal medicare card holder, do I still get Free consults?"

Question 5

I haven't received my request form

Accepted Answer

Please check your junk mail. If you still haven't received it, email us at support@sistr.com.au

Question 6

Why don't we test for Herpes (HSV)?

Accepted Answer

Our STI testing follows the Australian STI guidelines, and HSV testing is not recommended under a standard STI screen. HSV blood tests are often difficult to interpret as a positive result may be from a cold sore virus from childhood (which you may or may not have known or remember having) or from a previous mild or asymptomatic genital infection that had gone unnoticed.
 
If you are concerned about a lesion, blister, or ulcer, a targeted swab collected by a clinician is required for accurate diagnosis. Unfortunately, as we are a telehealth service, we are unable to facilitate swab testing at this time.

Question 7

How do I receive my results?

Accepted Answer

For STI results, you will receive them via SMS. For all other tests results, we will send your results to the email you used to register your test. Alternatively, all your results past and present, are also available on our app. Just use the email you used to register to activate your account!

Question 8

I haven't received my results

Accepted Answer

Results normally take up to 3-7 business days to process. Result processing time can be dependent on the type of tests requested, if your results require further testing, the pathology lab you attended (different labs have different processing times) and if the lab requires additional or a recollection of samples.

If it's been longer than 7 days, you can email us at support@sistr.com.au with the pathology name and date you visited. Also check your junk mail in case any emails have been forwarded there.

Question 9

What are your opening hours?

Accepted Answer

Our doctors are available Monday - Saturday from 8am to 7pm, but you can order a test at any time!

Question 10

Why am I getting charged extra for AMH and Vitamin D?

Accepted Answer

Unfortunately, AMH test (Anti- Mullerian Hormone) and Vitamin D is not Medicare rebatable, so you will be charged the additional amount.

Question 11

How is my data secured?

Accepted Answer

All consultations and data are kept 100% confidential. 
Patient health information is stored in secure cloud storage and encrypted in the database. All data is stored in Australian data centres.

Question 12

Can I still get tested if I don't have a Medicare card?

Accepted Answer

Yes! Just select the "Non Medicare card holders" option when selecting a consult.

If you don’t have Medicare and our doctors need to prescribe you a treatment, you will need to provide us with and Individual Health Identifier Number (IHI).

Individual Healthcare Identifiers (IHI)
An Individual Healthcare Identifier (IHI) is a unique number used to identify an individual for health care purposes.

It helps ensure health professionals are confident that the right information is associated with the right individual at the point of care.

Those with Medicare already have an IHI. If you’re not eligible for Medicare or a DVA benefit, find out how to get an IHI from the link below: 
https://www.servicesaustralia.gov.au/how-to-get-individual-healthcare-identifier?context=22591

Question 13

Who do we service?

Accepted Answer

If you are 18 years or above, we can help!
Our Flu & COVID Test, General Health Check and STI testing are available for all genders, while our Pregnancy Planning, Fertility, PCOS, and Contraceptive Pill services are specifically for individuals who are assigned female at birth. 
Please feel free to email us at contact@sistr.com.au for any questions on how we can help!

Question 14

I don't have Medicare but I need a script, what can I do?

Accepted Answer

If you don't have a Medicare card and need a prescription, you will need to register for an Individual Healthcare Identifier (IHI) number, which is free. You can register using this link

Question 15

What happens if I test positive for an STI? Are my results notifiable?

Accepted Answer

If you are diagnosed with a notifiable disease, you might be contacted by health authorities. You may also need to notify people you have been in contact with. No information about you or your health becomes public. 
It is the responsibility of the health professional, hospital or pathology service to report a notifiable disease once it has been diagnosed. Each state and territory in Australia has their own notifiable disease list and different ways to report cases.
For more information click here.

Frequently Asked Questions

I am a reciprocal medicare card holder, do I still get Free consults?

Will I have to pay again to get my results?

Which pathology centre can I go to?

I received a bill from the pathology when I requested a Free* test

I haven't received my request form

Why don't we test for Herpes (HSV)?

How do I receive my results?

I haven't received my results

What are your opening hours?

Why am I getting charged extra for AMH and Vitamin D?

How is my data secured?

Can I still get tested if I don't have a Medicare card?

Who do we service?

I don't have Medicare but I need a script, what can I do?

What happens if I test positive for an STI? Are my results notifiable?

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