These terms govern your engagement with Baseline Medical Pty Ltd ("Baseline Medical", "we", "us"). By booking an assessment or using our services, you agree to the terms below.
1. Scope of services
Baseline Medical provides recovery monitoring and consultations. This includes a recovery monitoring plan, scheduled check-ins and telehealth consultations with a clinician. We support your in-person surgical and medical care. We do not replace your surgeon, treating GP, or emergency services. In a medical emergency, call 000 or go to your nearest emergency department.
2. Intake and assessment
Services are available to adults (18+) residing in Australia or travelling internationally with an Australian address of record. Onboarding starts with our intake questionnaire and a real-time consultation. The intake questionnaire is not a consultation. It does not diagnose any condition, and completing it does not guarantee that a treatment or prescription will be provided. We may decline an engagement if our service is not clinically appropriate for your situation.
3. The consultation
Care begins with a real-time video or phone consultation with a clinician. A real-time consultation is required before any monitoring plan begins. The intake questionnaire does not replace this consultation.
If deemed medically appropriate, your clinician may recommend a monitoring plan, further review, referral to another doctor, lifestyle guidance, or no treatment, depending on your circumstances. A prescription is not guaranteed. Any prescription is provided only where clinically appropriate, at the discretion of your clinician.
4. Informed consent
By engaging with us you consent to:
- Clinical assessment, monitoring and recovery planning by a clinician;
- Telehealth consultations conducted by video or phone in real time;
- Collection, storage and clinical use of your health information in accordance with our Privacy Policy;
- Coordination with your surgeon, GP or other treating doctors where clinically relevant, with your consent.
You may withdraw consent or end your engagement at any time by contacting us in writing.
5. Telehealth limitations
Telehealth is not suitable for every recovery concern. Your clinician may recommend in-person assessment, GP review, referral to another doctor, further investigation or no treatment, depending on your circumstances. Where in-person review is needed, we will tell you and refer you to an appropriate provider.
6. Limits of confidentiality
We keep your information confidential, as set out in our Privacy Policy. The law requires us to disclose information in limited situations. These include a serious risk of harm to you or another person, our child protection obligations, mandatory notifications to AHPRA under the Health Practitioner Regulation National Law, and a court order or subpoena.
7. Fees and payment
Engagement fees are quoted in writing after your initial consultation. Quotes are valid for 30 days. Fees are payable in accordance with the schedule provided. Where Medicare rebates or private health benefits are available, we will flag them on itemised invoices. Claiming remains your responsibility.
8. Cancellation and refunds
You may cancel a scheduled consultation up to 24 hours in advance at no charge. For cancellations inside 24 hours, or non-attendance, we charge a cancellation fee of $80. Multi-phase engagements may be paused or terminated by either party in writing. Remaining unused fees are refundable on a pro-rata basis, less any work already performed.
Nothing in this section limits your rights under the Australian Consumer Law. Except as required under Australian Consumer Law, including where services are not fit for purpose or do not match their description, fees for work already performed are non-refundable.
9. Pharmacy choice
If your clinician issues a prescription, you are free to have it dispensed at any Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. We do not require you to use any particular pharmacy.
10. Clinical records
Your clinical records are retained for the period required under the Health Records and Information Privacy Act 2002 (NSW) and other applicable Australian law. For an adult, this is at least 7 years from the date of the last entry. For a person under 18, records are kept until the person turns 25. Records are stored securely on servers located in Australia, as set out in our Privacy Policy. You may request access at any time.
11. Limitation of liability
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. To the extent permitted by law, and subject to any non-excludable consumer guarantees, our liability for any claim arising from our services is limited to the fees paid for the engagement giving rise to the claim.
We coordinate with third parties such as pharmacies and pathology providers where clinically relevant, with your consent. This does not remove our professional duties to you, and it does not exclude your rights under the Australian Consumer Law.
12. Complaints
If you have a concern, please contact us first so we can try to resolve it. You may also raise a complaint with an external body:
- Australian Health Practitioner Regulation Agency (AHPRA), ahpra.gov.au;
- The Health Care Complaints Commission (NSW), or the health complaints body in your state or territory;
- The Office of the Australian Information Commissioner (OAIC), for privacy concerns.
13. If you need urgent help
If you have severe pain, a high fever, heavy bleeding, breathing difficulty or other signs of a serious problem, call 000 or go to your nearest emergency department. If you are in distress or thinking about self-harm, call Lifeline on 13 11 14 at any time.
14. Governing law
These Terms are governed by the laws of New South Wales, Australia. Any dispute will be subject to the courts of New South Wales, Australia.
15. Changes to these terms
We may update these terms from time to time. The current version is always available on this page. The "Last updated" date reflects the most recent change. Material changes to active engagements will be communicated to you directly.
16. Contact
If you have questions about these terms, contact us at:
- PO Box TBC, Sydney NSW 2000
- [email protected]
- 0407 777 879