You’ll be asked to add your Medicare details before you book your first appointment on the Zali Health app. If you skipped this then don’t worry, you can still add these details:

App

Go to You > Account Details > Medicare details.

Web

Go to Profile in the top progress bar and scroll down to Medicare

If you're logging in via:

Phone number

1. Did your mobile receive the verification code? If not then check the mobile number you've entered is correct. If yes, then ensure you're entering the code correctly.
2. If still no luck - resend the code and try again or login with your email address instead.

Pin (app only)

1. Ensure you're entering the correct pin
2. If still no luck, logout and login using your mobile number instead.‍

‍Email address

1. ‍‍Did your email receive the verification code? If not then check the email address you've entered is correct. If yes, then ensure you're entering the code correctly.
2. If still no luck - resend the code and try again or login with your mobile number instead.

App

You can change your phone number in You > Edit.

You’ll need to enter your phone number and also be able to verify it with the verification code we’ll send.

Web

To fully manage your account we recommend downloading the Zali Health app.

Just exiting the app won't restart it - you need to swipe up to close it entirely.

Oh really…? So sad 

App

Go to You > Account Details > Delete my account is located at the bottom of the screen in red.

Please let us know why you’re choosing to delete your account too.

Web

To fully manage your account we recommend downloading the Zali Health app.

App

You can change your email address in You > Edit

You’ll need to enter your new email address and also be able to verify it with the verification code we’ll send.

Web

To fully manage your account we recommend downloading the Zali Health app.

If you’re using someone else’s phone* or you’ve got a new mobile, then you can still log into Zali Health using your email address.

App

Select Lost access to phone on the login screen and follow the instructions -> once you’ve logged in you can then change your phone number in You > Account Details

Web

Select Sign in with email instead on the mobile login screen

Zali Health believes in continuity of care. By selecting a clinic, you can have access to the same doctors whenever you need to book an appointment. This also helps ensure that all of your clinical notes are sent back to your regular GP and clinic when you see an alternate GP. If you need to switch to a different clinic for any reason, you can always update this in your profile settings at any time.

Having a complete medical history is important for 2 reasons when using Zali Health:

1. If you have any symptoms and go through the intake questionnaire it's important Zali Health has a good understanding of your past history. This will make sure you get asked all the right questions and nothing important is missed.
2. All doctors need to know the medical history of their patients - it will affect how they diagnose you, treat you etc.

And the best part? You'll only have to do this once!

App

Go to You > Your Profile

Make sure you save your changes.

Web

Go to Medical History in the top progress bar and use the side panel to navigate to the relevant section you’d like to adjust.

App

Go to You > Medical History and then select the relevant section you wish to update.

It’s important your doctor has the most up-to-date information about you, so please be accurate and thorough here.

Web

Go to Medical History in the top progress bar and use the side panel to navigate to the relevant section you’d like to adjust.

If for some reason your appointment isn’t visible on the home screen, then please go to the Appointments tab and you’ll be able to view Upcoming or Past via the toggle at the top.

All Zali Health GPs are great, but if you must see a certain GP then we recommend you cancel your appointment (assuming your appointment isn't within 2hrs of starting - see cancellation and refund information below) and rebook with the right GP.

Zali has created a cancellation/refund policy with the aim of benefiting both Users, who utilize Zali to connect with their GP for clinical services, and Clinic partners, who use Zali to facilitate the delivery of clinical services. Our objectives are as follows:

• Informing Users about their upcoming appointments.
• Offering Users clear details regarding cancellation fees and refund procedures.
• Decreasing the occurrence of missed appointments by actively engaging Users.
• Reducing administrative workload for Clinic partners.
• Maintaining a superior User experience and adhering to industry norms.

The Zali cancellation and refund policy can be accessed by Users at any time through the Zali website. Additionally, Users will receive notifications within the Zali app when scheduling an appointment. The exact procedure varies depending on the type of appointment the User has made. Zali offers different appointment types, including asynchronous chat appointments (async), telephone or video call appointments (telehealth), and in-person appointments.

If a User has scheduled an asynchronous chat appointment (async), they have the option to cancel it at any time without incurring any fees, as long as the treating practitioner has not initiated the async consult chat. However, once the practitioner has started the async consult chat, the User will be charged the cost of the appointment.

Once a telehealth appointment is scheduled on Zali, Users will receive a reminder via SMS and within the Zali app prior to their appointment time. If the User does not cancel or reschedule the appointment, it will be assumed that they have confirmed the booking.

Once the appointment is confirmed, Users have the option to cancel without any charges if they notify Zali or the Clinic partner directly at least two hours before the scheduled appointment time. This can be done within the Zali app. However, if the User cancels the appointment less than two hours before the scheduled time or fails to attend the appointment, a cancellation fee will be applied. The specific amount of the cancellation fee is determined by each Clinic partner.

During the cancellation process, Users have the opportunity to provide a reason for their cancellation. The GP with whom the User has booked the appointment can choose to waive the cancellation fee at their discretion, taking the reason into consideration.

Zali does not handle User billing for in-person appointments. Users will receive notifications via SMS and the Zali app regarding their in-person appointment prior to the scheduled time. If the User does not confirm their attendance either through SMS or within the Zali app, the appointment will be automatically canceled two hours before the scheduled time.

If the User confirms their attendance but later finds themselves unable to make the appointment, they must directly inform the Clinic partner. It is the responsibility of the Clinic partner to handle any cancellations or refunds related to the User's failure to attend a scheduled in-person appointment.

If a User wants to raise a concern about any charges or believes they have been incorrectly billed for an asynchronous (async) or telehealth consultation, they can reach out to Zali at support@zalihealth.com.au. However, if the dispute pertains to an in-person consultation, Users should directly contact the respective Clinic partner.

It is important to note that Zali has the authority to restrict Users from booking appointments on the Zali platform if there are outstanding amounts due on their Zali account.

If for some reason your appointment isn't visible on the home screen, then please go to the Appointments tab and you'll be able to view Upcoming or Past via the toggle at the top.

App

Yeah of course! Tap on the appointment card (either on the home screen or via the Appointments tab) this will bring up the pre-consult screen. Under Agenda tap Add a note for your GP and type in anything else you need or you think your GP should know.

Web

To fully manage your appointments we recommend downloading the Zali Health app.

Usually yes.

Some appointment types will require a certain appointment mode, but we'll tell you and ensure you can only select the correct appointment mode. So if all appointment modes are available to you then you can pick whatever you want - chat, phone, video or in-person, whichever you prefer.

App

If you need to cancel your appointment tap on the appointment card on the home screen or in the Appointments  This will bring up the pre-consult screen. Under Actionstap Cancel appointment, and follow the prompts to complete this action. Please note that some clinics may charge a cancellation fee if you cancel within 2 hours of your appointment starting.

Web

In the lead up to your appointment you'll be sent a link to confirm attendance or cancel your appointment either via text or email. Simply click on the link and follow the prompts to cancel. Please note that some clinics may charge a cancellation fee if you cancel within 2 hours of your appointment starting. We also recommend downloading the Zali Health app to fully manage all your appointments.

If the type of appointment you require isn't shown on the app, you can always book a follow-up appointment and put a note for your GP.

That's easy. We always recommend our users to go down the booking path for the most important thing they're coming in for - e.g. new symptoms are very important so you should select this appointment type from the home screen.

Then after going through your intake questionnaire you will be asked if there's anything else you need - simply tick all the additional items you require and these will be added to your Agenda. You can also add a note for your GP on this screen. Your GP will then see all these items on their end and know exactly what you need.

Unfortunately, Zali Health can only facilitate repeat prescriptions at the moment, but don't worry we're working on this!

Each Zali Health account is linked to an individual person, with their own personal information and medical history, so you can only book an appointment for yourself. We're working on having family accounts in the future so hang tight.

At the moment, Zali Health is only suitable for users 18 yrs and older.

All Zali Health GPs are great, but if you must see a certain GP then we recommend you cancel your appointment (assuming your appointment isn't within 2hrs of starting - see cancellation and refund information here) and rebook with the right GP.

Payment is taken at the time of booking the appointment. For in-person appointments, payment is taken at reception after your GP visit.

The indicative price shown when you book an appointment with Zali Health is based on the type of appointment booked e.g. short appointment, follow-up appointment etc. This may differ to the price you actually pay for the consult once it is completed depending on your GP and the services provided.

The final price is determined by your GP after the consultation, depending on the length of your appointment and the services provided.

If the final price is more, an additional charge will be placed on your payment method on file to bridge the gap. If the final price is less, you will receive a refund for the difference.

Medicare eligibility and claims are determined and submitted by your clinic for eligible consults as per usual. If you did not provide your Medicare number, you can submit the claim yourself using the receipt Zali Health provides.

"Out of pocket" means the amount of money you have to pay for medical services that are not covered by Medicare and/or private health insurance. It is the difference between what your doctor charges and what is covered by Medicare and/or private health insurance.

Sadly not.

If you cancel your (phone, video or in-person) appointment within 2 hours of the appointment time then you could be charged a fee - this is at your doctor's discretion. More information on our fees and refunds can be found on the cancellation policy above.

You can cancel your chat appointment anytime as long as the doctor hasn't contacted you yet.

You'll get a notification once your GP messages you on the app, and you'll be able to message your GP back in real-time. Sometimes, your GP might not need any additional information so they might not message you at all. Instead, you'll receive a notification once your request is complete.

Our GPs will always try to solve any chat appointments within 24 hours, but just to be safe you should allow up to 3 business days.

App

You'll get a notification 10 minutes before your appointment as a reminder to have the Zali Health app open and ready to go. Your GP will then call you through the app. If something goes wrong, your GP also has your phone number, so don't worry, they can call you directly too.

‍Web

You'll receive an email and text 10 minutes before your appointment begins, so you can join via the web link. It'll be like a Zoom meeting without the camera on. You'll be notified once your GP starts the phone call and then you'll be able to join.

App

You'll get a notification 10 minutes before your appointment as a reminder to have the Zali Health app open and ready to go. Your GP will then video call you through the app.

‍Web

You'll receive an email and text 10 minutes before your appointment begins, so you can join via the web link. It'll be like a Zoom meeting. You'll be notified once your GP starts the video call and then you'll be able to join.

That's ok. There's no pressure to be available prior to your appointment time. Most of the time your GP will do this to ensure they have all the information they need so they can help you as best they can and solve any of your requests.