We know that life can be busy and plans can change.

• If you have missed your appointment with Qoctor, check your email inbox as you will receive an email containing a link which will allow you to rebook an appointment for no additional fee, at a later time that suits better.
• Also, make sure you have supplied your correct email and phone number - if we have incorrect contact details, you will not receive your video consultation link.
• Allow for time zone differences - all our appointments are in Melbourne/Sydney time

How does the doctor decide when a patient has missed their video consultation?

• 30 minutes before your appointment, you will receive an SMS and email, which both contain the link and instructions for your video consultation. You can use either of these to enter the virtual waiting room for your video consultation at the start of the time slot- the doctor will make contact during that hour, and they'll always see the person who has been waiting longest first. 
• When ready, the doctor is ready to speak to you they will call you via the video link, but only if they can see that you're online- so you need to stay online in the virtual waiting room during this time. We recommend you do not browse other sites or apps while you wait, as it may affect the video connection. 
• If the doctor cannot reach you via the video link, they will usually send at least one more SMS with a link to ask you to connect (sometimes, if there have been Wi-Fi issues, following this process via a new link will get a poor connection back up and running)
• If they have had no success in reaching you at this point, the doctor will usually try calling you once on the mobile number you have given us.
• If there is still no answer, you will be sent an email containing a link which will allow you to book a new appointment later on for free, if you wish. You will have 48 hours to rebook, after which time the link will expire. 

If you have missed your appointment and you are having difficulty rebooking, contact customer service: 

use our live chat to speak to our customer service team directly - live chat is available via the Qoctor home page during working hours (8.30am to 9pm Monday to Saturday, and 9am to 5pm on Sunday). If outside these times, leave a message and they will get back to you shortly.

Include the following details in your email/message:

• patient name
• date and time of your missed consultation
• quote your order number if possible