FAQs

An Onboarding Session is part of your induction at the clinic and assists in integrating you as a patient of Merge Health. This is an integral part of a nutritional and functional medicine assessment, which takes the time to learn about your case history and understand your health journey. This allows us to support you more and allows us to help you find a deeper understanding of the root causes of your health concerns.

During an Onboarding Session with a Patient Advocate, they will help you to set up your own patient app and supply you with any relevant initial educational materials.

This Onboarding Session is an opportunity to get to know your Patient Advocate who will be there to support you on your health journey and future appointments, as well as supply us with any existing pathology tests, lists of current medications and/or supplements. It gives us the chance to answer any of your initial questions, ensure that our philosophy is right for you and helps us set you up for success on your health journey with our team.

For fast response times on any enquiry, please complete the Enquiry Form.

• Please specify CURRENT date / time to reschedule / cancel
• Please specify NEW date / time to move to

For an Integrative Medical Practitioner to be confirmed or assigned to you, you will first be required to complete a New Patient Enquiry form.

Once an initial appointment has been scheduled with one of our practitioners, you will be required to provide a detailed intake form as well as the information relating to your medical history at least one week prior to your initial appointment. This is to ensure there is enough time for our clinical team to integrate and discuss your case prior to your appointment.

For a consultation with Dr Ash or Dr Morgan as part of our multi-disciplinary team approach, you will also be required to go through a Wellness Kickstarted prior to your initial consultation.

Please also note that there is currently a waitlist to see Stephanie Gadsden and Kate McCandless, and they are only seeing new patients under the Next Level Care model as outlined here.

Please note that if your case history is complex, you would not expect to have a full treatment plan at the very first appointment. However, we are likely to start providing you with education and some general guidance until such time your investigation results are finalised.

Wellness KickStarter 

The Merge Health team is dedicated to ensuring you achieve the optimal wellness you are after as quickly as possible, so we created the Wellness KickStarter (WKS) fully utilises an integrative approach to your treatment plan.

Our clinic combines traditional diagnostic excellence with state-of-the-art integrative medicine to bring you a detailed assessment of your diet, lifestyle, nutritional levels, toxins, digestion, and other relevant health indicators.

Holisitic Health Assessment

In order to maximise your health assessment and treatment with Merge Health, we begin the process with a comprehensive Health Check in which we undertake a series of baseline tests including body composition, urinalysis and blood glucose.  Kids under 12 under will access a painless mineral and metal assessment instead.  All these results are available to you in a summary report by the assessing practitioner.

Holisitic Diet Review

Additionally, a Diet Review is completed to produce a meal plan for the initial step in your treatment plan so you can very quickly see improvements, and allow your primary practitioner to focus on the underlying issues causing you to be unwell.  A meal plan is provided to you in a summary report by the assessing practitioner.

A Snapshot

Your primary practitioner will also use this information to assess your current health status, to gauge health changes implemented from the WKS and also leverage to contribute to your treatment plan, ensuring you get the most efficient and accurate assessment.

Whilst logged into the Charm Patient Portal, please read through, complete or sign the:

• T,C&P Form, Intake Form, Diet Diary,
• Scan and upload into the “Documents” Section test results or other relevant documents from the last 12 months and
• Check all doses of any supplements, herbs or medications you are taking have been added correctly.

In order to maximise your first consultation, it is ideal (but not essential) to have a complete blood review, which includes:

Full Blood Count / Evaluation (FBC/E) or Complete Blood Count (CBC)

An FBC is a broad group of tests that will generally examine markers for anemia, inflammation, and infection (mainly red blood cell markers and white blood cell makers).

B12 & Folate

As anaemia can be caused by either low iron, folate or B12, an FBC provides much information in regards to how well your body is activating and using your folate.

Folate is also needed to create healthy levels of Red and White Blood Cells, which makes an FBC a good general screen to complete.

Full Biochemistry

An indicator of the health of your internal organs (such as liver and kidneys), electrolyte balance and key enzymes. A full biochemistry should also include cholesterol and lipid levels.

Homocysteine

An amino acid involved in methylation, an essential process that involves the nutrient, folate.  High or low readings can suggest interference with your ability to use and levels of active folate and B12.

Iron Studies (inc. ‘Ferritin’)

Involved in the synthesis of red blood cells (RBC), blood volume and a cofactor for many processes in the body, including detoxification and the production of brain chemistry.  Your iron status can also provide insight into the cause of anemia, or if low folate or B12 are in fact to blame.

Zinc

Zinc is an important nutrient crucial for cell function, a strong immune system, neurotransmitter balance and healthy digestion.  ‘Plasma zinc’ is the best way to test zinc levels.

Copper

Elevated copper levels have been associated with a range of hormonal imbalances, and mental health conditions.  This could be due to copper’s antagonistic relationship with Zinc, as it will compete for or block the absorption of mood balancing zinc if too high. Serum copper is the best way to measure this trace mineral.

In order to maximise your first Integrative Fertility / IVF Support consultation, it is ideal (but not essential) to have completed the above blood review, as well as:

Luteinising hormone (LH) & Follicle Stimulating Hormone (FSH) – Day 2 / 3 menstrual cycle

To evaluate the function of your pituitary gland, which regulates the hormones that control your reproductive system.

Oestrogen – Day 2 / 3 menstrual cycle

To monitor oestrogen levels when unexplained abnormal menstrual cycles, abnormal or heavy bleeding, infertility problems, symptoms of menopause, or any other hormonal alterations occur.  Oestrogen measurements form part of ante-natal screening programmes for Down’s syndrome and fetal-placental competence during pregnancy.

Progesterone – Day 21 menstrual cycle

To help determine the cause of infertility, to assess when you are ovulating, to review for an ectopic or failing pregnancy, to monitor the health of the fetus during pregnancy, and to help find the cause of abnormal uterine bleeding.

Sex Hormone Binding Globulin

To help evaluate whether the concentration of SHBG is affecting the amount of sex hormones available to the body’s tissues.

Free Testosterone

Used to determine if your testosterone levels are abnormal, which may help to explain its role in conditions such as PCOS, erectile dysfunction, infertility, or premature or delayed puberty if you are male, or masculine physical features if you are female.

Thyroid Stimulating Hormone (TSH), fT3, fT4

Used to measure thyroid-stimulating hormone in your blood, made by the pituitary gland, a small organ below the brain. TSH tells the thyroid gland to start making thyroid hormone.

T4 is one of two major hormones produced by the thyroid gland which help regulate the body’s metabolism (that is, how the body functions).

T3 is other major hormone produced by the thyroid gland which only makes up less than 10 per cent of total thyroid hormones.  However, T3 about four times as strong as T4, and is thought to cause most, if not all, the effects of thyroid hormones.

Scans inc. ultrasound & reports etc.

An ultrasound scan or sonography is a medical test that uses high-frequency sound waves to capture live images from the inside of your body.  Unlike other imaging techniques, ultrasound uses no radiation. For this reason, it’s the preferred method for viewing a developing fetus during pregnancy.

Please upload any PDF documents, reports or scans into your patient portal.

For you to experience the full value of your consultation, and ensure your practitioner has the best possible insights into your health timeline, please allow yourself time to complete the online forms before your appointment.  If you don’t complete within 3 business days before your appointment, we’ll make arrangements to reschedule your appointment.  Please call or email us at [email protected] if you have any trouble accessing the portal.

Full payment is required if appointments are rescheduled, missed or cancelled with less than 2 business days (Monday – Friday) notice. At its discretion, Merge Health requires up-to-date credit card on file and apply charges in the event of an outstanding payment or missed appointment without notice.

As a service to you we remind you of all appointments the day before via SMS and 3 days before via email, though all systems are imperfect and aren’t 100% reliable, and we encourage to use your own methods to remind yourself of the upcoming appointment.

Credit will be accepted beforehand, or on the day of consultation. We are unable to provide services that require post-payment, direct debit or cash payments at this time. If transactions are declined on the day of the consultation, your account will automatically be transitioned to “Pre-Payment” and future payments will be processed 3 business days before your next apt.

Secure Zoom integrated (through the patient portal) & phone consultations are our method of interacting for all non-touch services.

For your first Medicare-claimable medical appointment, and if you attend the practice in person (and are not displaying symptoms of fever, sore throat, or cough), please allow an additional hour to allow for parking, getting to the office reception and ensure you have time if appointments are delayed.

Concession Card Holders – 10% of total bill*
*applied from when a valid card is scanned and uploaded into the Charm Patient Portal

Discounts will not be backdated to previous consultations or supplements.

Valid cards include Government issued Pension + Health Care Cards

Rebates from health insurance providers are generally available for Nutrition.

Contact your health fund to confirm the status of your eligibility to claim.

• Medibank Private & AHM Health Insurance
• HBF
• HCF (Manchester Unity)
• Australian Unity (GU Health)
• Australian Regional Health Group
• NIB
• BUPA (HBA, NRMA, SGIO, SGIC, Mutual Community)
• RBHS
• CBHS Friendly Society
• WorkCover, WorkSafe
• Etc.

If you wish to repeat your prescription, please message the Support Services through the Charm Patient Portal to arrange for pick up or postage (trackable post only), 3-5 days before is ideal. A maximum of 3 repeat prescriptions without consultation is available, or 6 months between consultations.

We have formulated our returns and refunds policy on the basis of the ACCC Guidelines, which specifies that we are not obliged to return products purchased if you change your mind about a treatment plan or supplement use.  If there is a problem with your prescribed supplements, please contact us through the Charm Patient Portal within five business days of receipt of your order to report a problem.

ACCC Guidelines for consumers regarding returns on goods and services:
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Wrong Item Received

If you received an item you didn’t order/purchase or you did not receive an item you did order/purchase, please contact us through the Charm Patient Portal to “Support Services Team” within five business days of receipt of your order so we can ship the correct item. If the error was on our end, we’ll ship the correct item to you at our cost. If the error was on your end, ship the correct item to you at your cost.

Expired Item

If a product date is past expiration when received, please contact us through the Charm Patient Portal to “Support Services Team” within five business days of receipt of your order with a photograph of the product and expiry and we’ll make arrangements to replace the product or credit the purchase price at our cost.

Adverse Event

If you believe you have experienced an adverse event due to a supplied product or treatment, photograph any visible reactions immediately, and attach these to a detailed message to your prescribing practitioner through the Charm Patient Portal.  We are obliged to submit these to the supplier for assessment.  Once approved as a reaction caused by the supplied product, we will exchange, return & credit, or refund you for the total cost to you.

TGA definition of an ‘Adverse Event’

An adverse event is any untoward medical occurrence in a patient administered a medicine and which does not necessarily have to have a causal relationship with this medicine. An adverse event can therefore be any unfavourable and unintended sign (for example, an abnormal laboratory finding), symptom, or disease temporally associated with the use of a medicine, whether or not considered related to this medicine (https://www.tga.gov.au/reporting-medicine-and-vaccine-adverse-events-0 )

The patient portal messaging system is limited to clarify your current Visit Summary – dot points are helpful so I can reply as quickly as possible.

For advice or analysis of new or evolving symptoms, please book in, or bring it into the next consultation.

To enquire about:

• Test results
• Supplement Orders (New or Current)
• Bookings or reschedules, please use our Enquiry Form

For easy access to your:

• Visit Summary
• Test Results
• Messages & Invoices, please download our App:  iOS / Apple  / Android / Google

We will do our best to return your message within 2 business days, however, if it is an urgent matter please message your Health Coach; Sarah or Rhian, or if not urgent book a short appointment.

At Merge Health, patient confidentiality and privacy are paramount. You can find a link to our Privacy Policy at the bottom of this web page on the right hand side.

We strive to provide the best possible service to our patients and welcome your suggestions and compliments. However, should you have feedback, or a compliment please send through the details on the Feedback form

• Everyone starts the process by kicking off their Wellness with our Health Coaches.
• Once review by the Health Coaches, you can see a Naturopath, Nutritionist or Integrative GP for your Chronic health condition.

Except Dr Tania Ash + Dr Nicholas Morgan, practitioners at MH are not medical practitioners and will not be providing medical treatment, the care and treatment, the care and treatment received at MH may be non-traditional or unconventional. Such services are commonly referred to as complementary or alternative medicine (CAM), holistic, or integrative services. This mostly includes non-Medicare rebated treatments such as coaching and counselling, nutritional and herbal consultations, including alternative and integrative approaches to health difficulties, and functional laboratory testing and diagnosis.

Merge Health is not and will not be providing medical advice or medical treatment (except from Dr Tania Ash + Dr Nicholas Morgan), and therefore patients are encouraged to obtain independent medical advice before receiving any treatment, care or other service to ensure that you or your dependent is suitable and safe to receive such treatment, care or service.

Whilst MH practitioners undertake their utmost duty of care in the treatment and management of all clients’ presenting health concerns, consent to participate in treatment is entirely at your own risk and there can be no guarantees as to accuracy or outcomes of any diagnoses or treatments you receive.

The success of your health outcomes is determined by your commitment and willingness to follow the treatment plan which may include completing tests, adhering to dietary advice, taking supplementation and / or herbal medicine, adjusting lifestyle, engaging exercise regimes and emotional well-being programs. We understand it’s a big commitment, and we believe you’re worth it.

We offer initial Face to Face appointments with the Medical Doctors in order to help you qualify for the Medicare rebate available.

All other appointments are available on TeleHealth, or if necessary, phone appointments.

MH sends automatic (non-repliable) email confirmations 1-4 days before, and computer-generated (non-repliable) text messages 1 day before appointment as a courtesy, free reminder service.

You will receive email confirmations for cancellations or reschedules to confirm appointment changes once MH receives details from me via phone call or online Enquiry Form.

It is the responsibility of the patient to update personal details (ie:phone, email, address) and to ensure you receive and understand these reminders.

Your practitioner may deem it necessary to refer you to another practitioner or specialist in order to help support and manage your condition as part of a more comprehensive program. This may be to other experts within or outside of Merge Health. Any suggested referrals will be discussed and provided during your consultation.

A Health Coach creates a supportive environment for patients to make lasting and effective change to reach their health goals. When faced with chronic and complex health conditions, it can be challenging to know where to start in making lifestyle changes. A Health Coach will help simplify, prioritise and support you in making those changes and overcome obstacles.

A follow-up appointment will usually occur 2-4 weeks after your initial appointment and is a chance to check in to assess what did and didn’t work. You may be required to complete an electronic diet diary, which will then allow the Coach to produce a detailed dietary analysis to discuss at your follow up appointment.

A Health Coaching Session will follow a structured format, starting with assessing what your health goals are and areas of focus. The Health Coach will then work collaboratively with the patient to establish the steps needed to reach each goal. They will ask you a series of questions, listen to you and help identify your innate strengths to be able to make lasting and effective change. At the conclusion of your session you will have a clear action plan of the next steps to take in your health journey.

Currently nutrition with Kate McCandless is the only service covered by Private Health Insurance. Doctor’s appointments, health coaching or holistic health consultations however will not be. In order to have the most accurate information on whether you will receive a rebate or not please contact your private health fund provider to find out your level of cover.

• Prices (link)
• Medicare claims
• Private health insurance

• Medicare claims
• Private health insurance

Payments will be processed on the day of the appointment (or before if pre-payment is preferred / required over credit card, or appointment is outside reception hours) using the relevant Debit or Credit Card provided at the time of initial booking, and stored securely in Stripe payments through our online shop for all virtual appointments.

If consultation charges cannot be processed on the day, MH will update your payment arrangement to PRE-PAYMENT without notice. All other payments (eg. supplement orders, programs, vouchers etc) will be processed with the provided Credit Card, after we have received confirmation of order (verbal or written) from you.

Merge Health is a private clinic so we do not bulk bill. We have a specialised team of practitioners who are experts and passionate in integrative health, delivering modalities of care that are often outside of the public health care system.

Please refer to the fees page on the services page for more details. We accept payment by credit and debit card through secure online payments. We do not take cash payments and no cash is held on premises.

When seeing our General Practitioners, private billing applies and Medicare rebates for the appointments are made by you, the patient directly to Medicare, and not by Merge Health. Most functional pathology is privately billed with no Medicare benefits. Medical referrals to specialists and other services can be provided. Medicare benefits for Telehealth can also apply subject to the latest applicable rules. Eligibility is for example conditional to having seen your GP face-to-face at least once over the past year. Video consults are preferred to phone consults, which may in some cases not be eligible for Medicare benefits.

I also understand that, if Medicare or my personal health insurance policy provides reimbursement for services provided by participating providers, I may submit a claim to request reimbursement, and that MH will not submit a claim on my behalf. I understand that it is my responsibility to know which services are Medicare or health insurance rebated. I understand that MH will provide an invoice for claiming purposes, but will not be responsible for determining or assisting me with collecting Medicare or private health insurance rebates.

For visits with all other non-Medicare services such as naturopathy, nutrition, health coaching or holistic health consultations, there are no Medicare benefits.

All Telehealth consultations will require to have your credit or debit card details on file prior to the consultation. We are using a secure system to keep your details in an encrypted way. The amount debited will be the consultation time (charged in 15 minute blocks), and administration time booked.

Payment is required in full on the day of each consultation (charged as pro-rata rates) or before the commencement of a booked course, or health program. Fees for laboratory or other clinical services requested by your treating practitioner(s) are generally separate and MH is not responsible for the costs or changes to costs by the these third-party service providers.

Everyone goes through financial challenges at times, and we understand that might be an adjustment to you plan. The best thing to do is to continue seeing your practitioner, and discuss your concerns so a revised plan can be put in place.

This might mean, reducing the consultation time, or spreading out the time in between consultations, which will mean your recovery might be slower.

Submit an enquiry form

From your first appointment confirmation your card has been stored securely in Stripe payment processing system if confirmed in our T,C+P form, or processed 3 business days before your appointment if you prefer for your details not to be stored.

If you do not wish to have your credit card details stored on file, you can pre-pay by Debit or Credit Card no later than 2 business days (Monday – Friday) before the appointment day (our staff will process typically 3 business days beforehand). Full payment is required if appointments are rescheduled, missed or cancelled with less than 2 business days (Monday – Friday) notice.

MH requires pre-payments for DEBIT cards provided, or post-payment for CREDIT cards provided.

Currently NUTRITION (w. Kate McCandless) is the only private health insurance rebated service offered by Merge Health. Please check your personal policy for claiming ability. The relevant provider number will be made available once you have confirmed your relevant fund.

For supplements and nutraceuticals, in particular ‘practitioner only supplements,’ easily reorder the products specifically recommended for you. By having an account with the Merge Health online ordering system, you’ll also have access to a broad range of complementary retail products at great prices. If you have any questions on ordering, please complete the enquiry form with the details. You will then receive your supplement through courier delivery from 2 days to 2 weeks (depending on the supplier). See Delivery times below:

Shop

Merge Health Medical Doctors use escripts and so medical prescriptions will now be sent as an eScript via email or text message. Please present your eScript Token to the pharmacy to purchase your medications.

For more information on how escripts work, please visit https://www.digitalhealth.gov.au/initiatives-and-programs/electronic-prescriptions

Submit an enquiry form

• If you haven’t seen a practitioner for more than 6 months, please book in for a review so we can update these supplements for you: Book Now
• If you have seen a practitioner in the last 6 months, please order in your shop account: Account
• Place your Order: Our Shop
• If you need a script renewal, please book online: Book Now.

If you are experiencing acute symptoms and have a medical emergency, please call ‘000’. Merge Health is not an acute care clinic.

If the event you are experiencing a medical emergency, please call 000 for emergency help or attend your nearest hospital.

It is important to make an appointment to see the doctor on the day of illness, as we are unable to back date certificates.

• For any tests ordered by your practitioner, please read your Visit Summary
• If you have any further questions, please get in touch with the Health Coach

• Please read your Visit Summary on all actions needed to take
• If you have any further questions, please get in touch with the Health Coach

Whilst we often book appointments in to review test results, we also have SO MUCH to cover with you and what’s more important, is that you stay in touch with your practitioner, regardless of the test results so your case is being revised regularly. Test results are not necessary for a review appointment.

• Please refer to your Visit Summary for information on your test results.
• For any further questions about test results, please get in touch with the Health Coach

To see which days the different practitioners are available, please refer to “book an appointment” for each practitioner. The days they are available at Merge Health is indicated below their name.

Your practitioner will let you know the suggested follow up intervals and your appointments can be booked accordingly. These can be done for you in consultation with your practitioner, or by your Health Coach at the direction of your practitioner, or by yourself at home through the online booking system. Please get in touch with the Health Coach if you are unsure when or how to book in online.

When booking a new patient consultation with another practitioner, please ensure that you fill in the relevant forms, which may be used in addition to the previous forms. The good news is, that all practitioners share the forms, so you won’t be doubling up information.

When booking online you will receive a confirmation email. You will also receive an email reminder four days prior to your appointment and an SMS the day before.

• Any appointments scheduled are booked by the practitioner within your last consultation, or by the team at the request of your practitioner as agreed to within the consultation.
• If this consultation time doesn’t suit you, please submit an enquiry form

If you need to reschedule or cancel your appointment, please notify the clinic or cancel your appointment via the patient app at least two business days prior to the appointment. A non-attendance fee of 100% of the consultation fee will be charged if you don’t attend or notify us in the required time frame.

Full payment is required if appointments are missed or cancelled with less than 2 full business days (Monday – Friday) notice. MH requires up-to-date credit card on file (or pre-payment 2 business days beforehand) and will apply charges in the event of an outstanding payment or missed appointment without notice.