We've compiled our top FAQs for Patients & Providers

For Providers

We've put together our top 10 FAQs asked by Health Providers

What does the 30-day free trial give me access too?

As a subscriber to MediRecords you will have full access to MediRecords; our complete clinical and practice management solution and the MediRecords App, our free patient app, available on both iOS and Android.


If you would like access to MediRecords Appointments, for 24/7 online appointment bookings or MediRecords Arrivals, a waiting room check-in kiosk, these come at an extra cost to your monthly subscription fee.
For more information, please view our pricing plans.

What happens after the 30-day trial?

Once the free trial comes to an end your paid subscription will begin. The practice admin can change the number of users and user subscription types at any time by selecting: More > Settings > Subscription Details from your MediRecords homepage.
You can cancel your account at any time.

Who has access to my clinic and patient Information?

Only the account admin and those that have a user profile (as created and maintained by the account administrator) have access to your clinic and patient data.
For that extra peace of mind, MediRecords uses bank-level security to ensure all your data is safe and inaccessible to unauthorised third parties.

What are the technical requirements?

The beauty of MediRecords is that it’s 100% cloud based. As such, all you need to access MediRecords is a working computer, laptop or mobile device with an internet connection.

For optimal experience, we recommend using:

Internet connection: ADSL2+ Business broadband internet

Browser: Google Chrome


Download Google Chrome for free here.

Why should I choose MediRecords?

MediRecords allows health providers to focus on delivering better patient outcomes, while empowering patients with greater access to their health information. We enable providers by offering a complete solution for healthcare delivery.

Now, you’re probably asking yourself what we mean by ‘solution’. Solution is two-fold. On one hand it represents the new technology and how society has moved away from singular systems to solutions that combine the processes and functions of software, hardware, networks, telecommunications and electronics all in one.


On the other hand, MediRecords really is the complete solution to your practice and patient management needs. Our product suite includes every tool you need to manage a successful practice and deliver better care to your patients.

The MediRecords Product Suite includes:


  1. MediRecords: Our core product which speaks to all other products, MediRecords is a fully integrated and modern cloud based clinical and practice management solution for GPs, Specialists and Allied Health Professionals.
  2. MediRecords App: Empowering your patients with greater access to their health records, the free MediRecords App is available on both iOS and Android, and allows providers to share information with their patients in real-time.
  3. MediRecords Arrivals: A self-service waiting room kiosk, MediRecords Arrivals allows your patients to check into your waiting room, allowing front desk staff to focus on more meaningful patient interactions.
  4. MediRecords Appointments: 24/7 online appointment bookings, MediRecords Appointments offers a real-time view of your appointment calendar, allowing patients to book appointments from your clinic website for themselves or their family.


Because we’re 100% cloud-based, our product suite can talk in real-time to each other meaning there are no delays. To top it all off, with MediRecords, there’s no need to purchase a server, which means you can say goodbye to all setup and ongoing IT infrastructure and support costs.
Now we could go on forever as to why we think you should choose MediRecords, so why not check out our Products, About and Pricing pages as a start.

Can I migrate my Word document letter templates?

MediRecords is compatible with HTML and PDF documents, all of which can be uploaded into the MediRecords. If you would like to migrate your existing word documents, we can arrange for one of our IT specialists to convert them for an additional fee depending on the complexity of the letter e.g. Layout, included images, letter heads etc.

MediRecords is Cloud-based, what happens if my internet goes down?

We recommend to always have a backup plan. As MediRecords requires only a small amount of data, your MediRecords account/s can be run entirely off a Wifi Mobile Broadband device, more commonly known as a ‘Dongle’.

We cannot provide technical support when it comes to your internet (these queries must be referred to your internet service provider), but we can help you source the best internet connection for your clinic. If you want to know more about how we can help you get set up with a quality internet connection, please contact support@medirecords.com.


Unfortunately, MediRecords can not be accessed when offline/not connected to the internet.

Who owns the patient Information?

As with any practice management solution, the patient information is owned by the practice owner.

What are the benefits of Cloud Technology?

Cloud computing is a big shift from the traditional way businesses think about IT resources. What is it about cloud computing? Why is cloud computing so popular?

Here are 6 common reasons why organisations are turning to cloud computing services:

  1. Cost: Cloud computing eliminates the capital expense of buying hardware and software, and setting up and running on-site data centres – the racks of servers, the round-the-clock electricity for power and cooling, the IT experts for managing the infrastructure. It adds up quickly.
  2. Speed: Most cloud computing services are provided as self-service and on-demand, so even vast amounts of computing resources can be provisioned in minutes, typically with just a few mouse clicks, giving businesses a lot of flexibility and taking the pressure off capacity planning.
  3. Global scale: The benefits of cloud computing services include the ability to scale elastically. In cloud speak, that means delivering the right amount of IT resources – for example, more or less computing power, storage, bandwidth – exactly when it’s needed, and from the right geographic location.
  4. Productivity: On-site data centres typically require a lot of “racking and stacking” – hardware setup, software patching and other time-consuming IT management chores. Cloud computing removes the need for many of these tasks, so your staff can spend time on achieving more important business goals.
  5. Performance: The biggest cloud computing services run on a worldwide network of secure data centres, which are regularly upgraded to the latest generation of fast and efficient computing hardware. This offers several benefits over a single corporate data centre, including reduced network latency for applications and greater economies of scale.

6. Reliability: Cloud computing makes data backup, disaster recovery and business continuity easier and less expensive, because data can be mirrored at multiple redundant sites on the cloud provider’s network.

What are the upfront costs for MediRecords?

There aren’t any, and getting started with MediRecords is easy!


Because we’re 100% cloud-based there’s no need to purchase a new server or software, which means you can say goodbye to any upfront server or ongoing IT support costs.


As soon as you’ve registered and confirmed your account, you can begin managing your practice straight away.
If you’re an existing clinic and would like to bring over your patient data, we charge a flat fee of $1,500 to migrate all your patient data, irrespective of the size of your database.

For Patients

Here are our top 10 FAQs asked by Australian Patients

What is the MediRecords App?

The MediRecords App lets you take your health into your own hands with our secure patient app.


Medications & Digital Prescriptions: Never lose a prescription again or miss a dose with Medication Reminders, Tracking & Digital Prescriptions.


Immunisations: Stay up to date with your family’s important immunisation record. Take it with you at home, or abroad.


Appointments: Book appointments with any MediRecords provider directly from your phone


Results: Stay on top of your health by accessing your referral letters and pathology results.


Allergies: Allergies can be life threatening! Keep them on hand to make treatment a breeze.


Health Prompts: Missing important health prompts will be a thing of the past with our broad range of prompts customised for you.


Notes: Keep track of your symptoms to help with the diagnostic process with the Notes features.


Record Sharing: Save a tree and securely share your digital health records with any MediRecords Health Provider instantly with just one click!


Security: Your security is paramount. The MediRecords Patient app has bank level security and all data is stored in Australia.


Payments: Coming soon.


Download it for free now on Android or iOS.

I’ve downloaded the app, how do I access my medical records?

Not only is your privacy paramount to us, there are also many laws and regulations around patient data. Because of this we need to make sure we share the data with the right person.


Option 1: Simply ask your health provider to invite you to the MediRecords App. The invitation process is highly secure. By doing this it means that we match the right data with the right patient. When this invitation process is successful you will receive an invitation token via SMS. This SMS will also include a download link for the MediRecords App.


To be invited to the MediRecords App you must have a valid mobile number and email address.


When the app is successfully downloaded, you will be prompted to enter the 6-digit secure token that is unique to you and the provider who invited you.


You will then be prompted to create your login details which will include the email address and DOB you provided your health provider. If these details do not match up, you will not gain access to your medical records.


If you experience an error at this point, please call the health provider who invited you so they can check the information they entered like email address, DOB etc is correct and it matches the information you have entered.


Option 2 (coming soon): We are currently developing a new way of accessing the MediRecords App. Soon you will be able to download and register for the app without a secure invitation from a MediRecords Health Provider.
This will be available during 2017.

My doctor has sent me my results, how do I view them?

Viewing your results within the MediRecords App is simple and can be done in seconds. Just follow these steps:


Step 1. Login to your MediRecords App;


Step 2. Once successfully logged in you will be taken to your home or dashboard screen, select the Results icon;


Step 3. Within Results, you can toggle between Results or Requests – in this case, make sure you’re looking at your Results view;


Step 4. Your list of results are listed as newest to oldest. Select the result you wish to view. If you’ve received a Radiology result for an x-ray, you will receive this in the format of an image with some notes from your health provider below the image. If your result is from a Pathology Lab, your results will be in the format of a PDF. With both types, just select the image or the PDF icon to view the full size from your device.


From here, you can share your Radiology (X-Ray) results straight to your social media accounts, save them to a storage app on your device, print or message/email them to a contact.


With pathology PDF’s, you can do all of the above apart from sharing direct to your social media. 

How can I view my family members medical records?

If you have family members like children or parents in aged care we can appreciate that you would like to not just access their medical records but also have some control over them.

With the MediRecords App and the help of a health professional, you can have your family members profiles available to you in the MediRecords App. This means you can book their appointments, receive their results and investigation requests, prescriptions and all other important correspondence.


Yours and your family’s privacy is important to us, meaning that not just anyone can gain access to their family members records. To add family members to your MediRecords App, making you Head of Family (HoF), you must request this from a Health Professional. When this has been granted you can simply swipe between profiles in your MediRecords App.


Only one person can be granted Head of Family per family. For example: You have two siblings who all want visibility of your mother who is in aged cared. You must choose one person to represent as Head of Family to have visibility of your mums profile. But don’t worry you can all still have visibility, the MediRecords App allows you to share records with anyone you choose.

How do I share my medical records?

Sharing records really is quick and easy with the MediRecords App. Up until now, health providers have required you to fill in a bunch of forms just so you can have your medical records. With the MediRecords App, this process is now completely hassle-free.


Step 1. Login to your MediRecords App;

Step 2. From your profile or dashboard screen, select the Share Records icon;

Step 3. Now you need to select the type of record you would like to share;


Contact details are your non-clinical information including your contact details, Medicare and Health Insurance.

Clinical Summary includes allergies, immunisations, current conditions and medications.

Full Records is your complete medical history including medications, procedures, results and correspondence.


Step 4. When you have selected the type of record you would like to share, you will be presented with a list of MediRecords clinics. You can choose one or more from the list of clinics represented by selecting their respective tile.


If you would like to share your records with a friend, family member or another health provider who’s clinic is not represented in MediRecords, do not select any clinics. Instead, select the paper plane icon, top-right of the app. Doing this will attach your records as a PDF in an email. 

Who has access to my data?

Put simply, just you, the patient and your health provider/s.


You now have complete access to your medical records with the MediRecords App. Previously, if you wanted to have a copy of your medical records you would have to request this from your health provider and in many cases, pay a fee for photocopying and time required to compile and copy these documents. Depending on your age and medical history, this can be a very time consuming and some what expensive process for your health provider and yourself, the patient.


We strongly believe that patients should have better access to their records. In doing this, the patient must be vigilant when sharing their medical records from the MediRecords App. For example: if you are sharing your Clinical Summary via email using the Share Records feature within the MediRecords App, it is your responsibility to make sure you are sending it to the correct contact. MediRecords takes no responsibility for this information being sent to the wrong person.


MediRecords, as a company, does not have access to your patient data. We store your non-sensitive information which you use to login to the MediRecords App. To read more about this, view our Privacy Policy.

What if I forget my password for the app?

Just like all apps and online platforms, forgetting your password can be easily resolved. When you open the MediRecords App, you will be prompted to either enter a pin, a password or use fingerprint ID.


If you have fingerprint ID setup, select the Cancel option


Step 1. Select the ‘X’ in the top-left of your screen;

Step 2. Choose either the Login or Returning User button;

Step 3. You should now see two login fields for your email and password. Belows these fields, select the Forgotten your login details? Get help now text;

Step 4. You will now be prompted to enter your email address. This must be the email address you provided your Health Provider who invited you to the MediRecords App.

Step 5. Select Submit and you will be sent a secure token to enter so you can reset your password.


If you are unsure of the email address you provided your health provider when you were first invited to the MediRecords App, please call your health provider. They will be able to provide you with your email address.


If you are still stuck or the above steps are not working, please contact our support team on 1300 103 903 or email: support@medirecords.com.

What happens to my data in the app if I lose my phone?

Unless you have given your login details to someone else, your information in the MediRecords App is not at risk.


We do not store your data on your device unless you, the patient, explicitly choose to save any of your results or correspondence to your device or other app storage.


Your information is stored safely in the Cloud. Abiding by Australian regulations, all data is hosted in the Cloud in Australia – it is never taken offshore.


Your medical data is stored and accessed in a similar way to your banking information.


To protect your data, make sure you a choosing a pin and password that is not obvious to others who may have access to your device.
If you are concerned, update your pin and password every three months.

How do I share my records with clinics who aren’t included in the MediRecords App?

Sharing with clinics or providers who are not included in the MediRecords Community is easy!


Step 1. From the MediRecords App dashboard, select the Share Records icon;

Step 2. Choose the type of record you would like to share – Contact Details, Clinical Summary or Full Records;

Step 3. Select the Paper Plane icon, top-right of the app. Doing this will open your device email account. If you experience an error, it may mean you have not set up your device email;

Step 4. You’ll noticed your record is now attached as a PDF document, simply enter the contact details of the clinic you would like to share with and select Send.

Why did you create a mobile app for patients?

We created the MediRecords App to empower patients with greater access. For some time now, Australian patients have been asking for flexible access, faster sharing of results, prescriptions and other correspondence, and different ways of engaging with their health provider/s whether it be when sharing information or booking appointments. We all have access to our banking information but we have been incredibly restricted when it comes to our medical records. We wanted to change this.


The MediRecords App doesn’t just benefit the patient. By utilising Cloud technology, health providers can now focus on more meaningful interactions with their patients while enjoying smarter workflows and real-time technology.


You can learn more about why we do what we do here.

Do you have more questions you would like answered?