Here you’ll find answers to common questions about appointments, billing, telehealth and our services.
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- About Rowie
Is Rowie Health right for me?
Rowie is suitable for women seeking evidence-based, compassionate, multidisciplinary care delivered entirely online. If your concerns relate to women’s health, hormonal changes, mental health, nutrition, fertility, or chronic symptoms, our service may be suitable.
If a physical examination is required, your clinician may recommend seeking appropriate in-person care.
Who are the clinicians at Rowie?
Rowie is currently building a team of qualified GPs, psychologists and dietitians with experience and interest in women’s health.
As practitioners join the service closer to launch, clinician profiles and availability will be updated on our website.
What conditions do you support?
We support a range of concerns including PCOS, irregular cycles, PMDD, perimenopause, menopause, metabolic health, fertility, pelvic pain, endometriosis-associated symptoms, mental health concerns, and gut‑hormone interactions.
To learn more refer to Our Services page.
Does Rowie Health consult to children?
We currently provide services for adults aged 18 years and over.
If you’re seeking care for someone under 18, we recommend speaking with your GP or an appropriate youth health service for guidance.
Can I request a different practitioner?
Yes. If you feel a practitioner isn’t the right fit for you, you can request to see a different clinician at any time.
If you need help arranging this, please contact our support team at support@rowiehealth.com.au.
- Booking & Getting Started
How do I book an appointment?
Online bookings will be available closer to launch through Rowie’s secure booking system. Patients will be able to view available practitioners, select an appointment type and choose a preferred appointment time online.
How do I upload my referral, medical records or MHCP?
You may upload any relevant documents as part of the booking process or through your patient portal.
During booking
After selecting your appointment, you’ll be guided to complete a secure form where you will have the option to upload your referral, care plan or other documents.
Your booking will be confirmed once this form has been submitted.
Through your patient portal
You can also upload documents at any time through your patient portal:
- Log in to your patient portal
- Go to My Health > Notes
- Select Upload a file
- Choose your document or drag and drop it into the upload window
- Add a title or note (optional), then save
You may upload documents such as referrals, medical records, Mental Health Care Plans, letters or test results.
We accept PDF files and clear photos of documents.
Can I book an appointment for someone else?
Yes, you can book on behalf of another person if you have their consent and authority to do so. By making a booking for someone else, you confirm that you are authorised to provide their details and consent to share their information for the purpose of receiving care.
What technology do I need?
To attend your appointment, you’ll need:
- A laptop, tablet or mobile phone with camera and audio
- A stable internet connection
- A quiet, private space where you feel comfortable to speak openly
Can I join an appointment on my phone or tablet?
Yes. Our telehealth links work on mobile, tablet or computer, no app downloads required.
Joining an appointment, how does it work?
Once your appointment is confirmed, you’ll receive a secure video link by email or SMS.
At your appointment time, simply click the link to join your consultation, no download or login is required.
I’m having trouble joining, what should I do?
If you’re having trouble joining your appointment:
- Check your internet connection
- Try refreshing your browser or switching devices
- Ensure you’re using an updated browser (e.g. Chrome or Safari)
If you’re still unable to join, you can contact our support team at support@rowiehealth.com.au for assistance.
- Managing My Appointments
Can I reschedule an appointment?
Yes, you can reschedule your appointment using the secure link provided in your booking confirmation email or SMS.
- Open your appointment confirmation email or SMS
- Click the link to manage your appointment online
- In the appointment summary, select Reschedule
- Choose a new available time and confirm your booking
Rescheduling is subject to availability and our cancellation policy.
If you need assistance, our support team can help at support@rowiehealth.com.au.
I need to cancel my appointment, how do I do this?
Yes, you can cancel your appointment using the secure link provided in your booking confirmation email or SMS.
To do this:
- Open your appointment confirmation email or SMS
- Click the link to manage your appointment online
- In the appointment summary, select Cancel appointment
- Confirm your cancellation
Cancellation is subject to our cancellation policy.
If you need assistance, our support team can help at support@rowiehealth.com.au.
What is your cancellation policy?
If you cancel your appointment with less than 24 hours’ notice, a cancellation fee of up to 50% of the appointment fee may apply. This helps us manage practitioner availability and appointment scheduling.
What is your no‑show policy?
If you do not attend your appointment and have not provided notice, the full appointment fee may be charged.
An appointment is considered missed if you have not joined within 10 minutes of the scheduled start time.
What happens if my clinician cancels?
You will be notified promptly and offered priority rescheduling.
Clinician no‑show
If your clinician is unexpectedly unavailable, we will contact you to reschedule your appointment. Where appropriate, we may offer the option to see another clinician.
Any fees paid will be credited or refunded.
How do I update my personal information?
You can update your personal details at any time through your patient portal.
To do this:
- Log in to your patient portal
- Go to your profile or account settings
- Update your details (such as contact information, address or date of birth)
- Save your changes
Keeping your details up to date helps ensure your clinician has the most accurate information for your care and that you receive important communications about your appointments.
If you need assistance, our support team can help at support@rowiehealth.com.au.
Why were my upcoming appointments cancelled?
This may occur due to practitioner unavailability, incomplete Medicare details, incorrect card details or expired referrals.
Please contact our support team for clarification at support@rowiehealth.com.au.
- Medicare, Rebates & Referral Pathways
Does Rowie Health bulk bill?
We are a private-billing clinic. Medicare rebates may apply depending on the service.
Can I receive a Medicare rebates for my appointment?
Services may attract a rebate if eligibility criteria are met.
What is a Mental Health Care Plan (MHCP)?
An MHCP is a GP-created plan allowing Medicare‑rebated psychology sessions (up to 10 per year).
Can I access support using my Eating Disorder Plan (EDP)?
Yes. Eligible patients can receive rebated psychology and dietetics sessions under an EDP.
Does Rowie accept Chronic Disease Management Plans (CDMP)?
GPs can use CDMPs to refer for rebated allied health sessions if clinically appropriate.
Does Rowie accept DVA referrals?
We do not currently accept DVA referrals.
If you are a DVA card holder, we recommend speaking with your GP or contacting the Department of Veterans’ Affairs to find a suitable provider.
How long will Medicare claims take to process?
Medicare rebates are typically processed within 24 to 72 hours after your claim is submitted. Processing times may vary.
Can I access prescriptions and referrals?
Yes, our GPs can provide prescriptions, referrals, imaging requests, and follow‑up plans.
- Alternative Funding Options
Does Rowie accept NDIS participants?
We do not currently provide services under the NDIS.
If you have any questions about suitability, you’re welcome to contact our team at support@rowiehealth.com.au.
Can I see a clinician under private fees?
Yes. Private-fee sessions are available without referral.
Does Rowie accept workers compensation?
We do not currently accept workers compensation claims. If you have any questions, you’re welcome to contact our team at support@rowiehealth.com.au.
Can I claim a rebate from my private health insurer?
You may be able to claim a rebate from your private health insurer for eligible services.
- Prescription, Referrals & Documents
Can your GPs provide prescriptions?
Yes, including e-prescriptions.
Can I request repeats?
Repeats may be provided when clinically appropriate.
Can you provide referrals to other healthcare providers?
Yes. Where appropriate, we can refer you to other healthcare providers, including medical specialists (such as gynaecologists and endocrinologists) and allied health professionals (such as pelvic health physiotherapists).
Can I upload my referral or test results online?
You may upload any relevant documents as part of the booking process or through your patient portal.
During booking
After selecting your appointment, you’ll be guided to complete a secure form where you can upload your referral, test results or other documents.
Your booking will be confirmed once this form has been submitted.
Through your patient portal
You can also upload documents at any time through your patient portal:
- Log in to your patient portal
- Go to My Health > Notes
- Select Upload a file
- Choose your document or drag and drop it into the upload window
- Add a title or note (optional), then save
You may upload documents such as referrals, medical records, Mental Health Care Plans, letters or test results.
We accept PDF files and clear photos of documents.
How do I share information with my usual GP?
With your consent, we may share relevant clinical information with your nominated GP or other healthcare providers involved in your care.
This may include summaries, reports or referral letters, which are shared securely where necessary to support your ongoing care and treatment.
If you have preferences about how your information is shared, you can let your clinician know.
Can you write medical certificates?
Yes, where clinically appropriate.
- Sessions & Information
Where can I find documents from my appointment?
After your appointment, any available documents or summaries may be shared with you through your patient portal.
To view these:
- Log in to your patient portal
- Go to My Health > Notes
- Open or download any documents that have been shared with you
This may include items such as summaries, letters, referrals or test results, where appropriate.
How do I contact my practitioner?
You can contact your practitioner by booking an appointment.
For general or administrative queries, you can contact our support team at support@rowiehealth.com.au.
For medical advice or new concerns, we recommend booking an appointment.
How do I view my payment method details?
You can view and manage your payment details through your patient portal.
To do this:
- Log in to your patient portal
- Go to Account, then select Payments
- View your saved payment method
- Update your payment details if needed
You can also view your invoices and receipts under Records > Invoices.
If you need assistance, our support team can help at support@rowiehealth.com.au.
- Technical Troubleshooting
How do I access my appointment?
You can access your appointment using the secure link sent to you by email or SMS.
At your appointment time:
- Open your appointment confirmation email or SMS
- Click the link to join your consultation
- You’ll enter a secure waiting room
- Your consultation will begin once your clinician joins
No login or app download is required.
I’ve joined my appointment but can’t see my clinician
My appointment isn’t loading, what should I do?
Try refreshing the page or opening the link in a different browser or device. Make sure your internet connection is stable and that your browser allows access to your camera and microphone.
If the issue continues, please contact our support team at support@rowiehealth.com.au.
I can’t hear or be heard during my appointment
Ensure your microphone is enabled in your device and browser settings, and that the correct audio input is selected.
You may also wish to check your device volume or try reconnecting to the session.
I can’t see video during my appointment
Make sure your camera is enabled in your browser settings and not being used by another application.
You can also try refreshing the page or switching devices.
I can’t sign into my patient portal, what should I do?
Check that your email address is entered correctly and try resetting your password using the “Forgot password” link.
If you continue to have trouble, please contact Halaxy support for assistance. Our secure booking and patient portal is powered by Halaxy.
Halaxy provides support Monday to Friday, 24 hours a day. You can contact Halaxy support at community@halaxy.com or 1800 984 334.
I’ve requested a password reset but haven’t received the email
Please check your spam or junk folder. If the email hasn’t arrived after a few minutes, try requesting another reset.
If you continue to have trouble, please contact Halaxy support for assistance. Our secure booking and patient portal is powered by Halaxy.
Halaxy provides support Monday to Friday, 24 hours a day. You can contact Halaxy support at community@halaxy.com or 1800 984 334.
I’m having trouble with two-factor authentication when accessing my patient portal
Two-factor authentication (2FA) is only required if you have chosen to enable it for your patient portal.
If you are using 2FA and having trouble receiving a verification code or accessing your mobile phone, you may have difficulty logging in to your patient portal.
You do not need verification to join your telehealth appointment — you can access your consultation directly using the link in your email or SMS.
If you continue to have trouble, please contact Halaxy support for assistance. Our secure booking and patient portal is powered by Halaxy.
Halaxy provides support Monday to Friday, 24 hours a day. You can contact Halaxy support at community@halaxy.com or 1800 984 334.
How do I report a technical issue?
If you’re experiencing a technical issue, please contact our support team at support@rowiehealth.com.au.
Why was my payment method declined?
Please check that your card details are correct and that you have sufficient funds available. You may also wish to contact your bank for further information.
I need help now, I’m experiencing suicidal thoughts or in crisis
Please call 000 immediately or Lifeline on 13 11 14. Telehealth is not suitable for emergencies.
Still unsure?
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