Online Appointments –
Frequently Asked
Questions

How do I book an appointment online? 

Follow the steps in our online booking system to select your examination, choose a PRP practice and find an available appointment time. 

You’ll be asked to provide your contact details and review your booking before confirming. 

Some examinations may require additional information or assistance from our team. 

What if I can’t find my examination? 

If your examination isn’t listed, select Exam Not Listed if available, or contact PRP for assistance. 

Our team can help identify the examination requested by your referring practitioner and arrange an appropriate appointment. 

Can I book more than one examination? 

If your referral requests examinations of more than one body area, or different types of imaging for the same body area (such as an X-ray and ultrasound of your shoulder), you’ll be directed to request a callback. 

Our team will review your referral and assist with arranging the appropriate appointments. 

Do I need a referral to book an appointment? 

Most diagnostic imaging examinations require a referral from a healthcare practitioner. 

You can upload your referral during the booking process. If you’re unsure about your referral or the examination requested, please contact PRP for assistance. 

What if I select the wrong examination? 

It’s important to select the examination that matches your referral. 

If you’re unsure which examination to choose, please contact PRP before completing your booking. 

If you’ve already booked an appointment and believe you’ve selected the wrong examination, contact the practice so our team can review your booking. 

Why am I being asked eligibility questions? 

Some examinations have specific eligibility requirements that may affect how your appointment is arranged or whether you qualify for a Medicare rebate. 

Depending on the examination selected, you may be asked about your referral, Medicare eligibility or other relevant information. 

Please answer these questions accurately to help us arrange the appropriate examination. 

Why am I being asked safety questions? 

Some examinations require additional safety information. Your answers help our team prepare for your examination and identify whether any additional checks are required. 

The questions will vary depending on the examination you are booking. If you answer Yes to certain questions, you may be asked to provide further details. 

In some cases, you may be directed to request a callback so our team can review your requirements and assist with arranging a suitable appointment. 

What if I’m unsure how to answer a question? 

If you’re unsure about an eligibility or safety question, please contact PRP for assistance. 

It’s important to provide accurate information so we can arrange an appropriate examination for you. 

How do I find a PRP practice near me? 

Enter your postcode or select ‘Use my location’ to see nearby PRP practices. 

Practices are displayed in order of proximity to your selected location. 

Why can’t I see my preferred PRP practice? 

Not all examinations are available at every PRP practice. 

The practices displayed may depend on the examination you’ve selected and its booking requirements. 

If your preferred practice isn’t available, you can explore other locations or contact PRP for assistance. 

How far in advance can I book online? 

Online appointments are available up to 90 days in advance. 

If you need an appointment beyond this period, please contact PRP for assistance. 

What if I can’t find a suitable appointment time? 

You can check other available dates or select Change clinic to explore appointments at another PRP practice. 

If none of the available times suit you, select ‘Request callback’ and our team will contact you during business hours to assist. 

Will I receive preparation instructions? 

If your examination requires preparation, instructions may be displayed during the booking process. 

For examinations with more detailed preparation requirements, a link to the instructions will be included in your appointment communications once your booking has been confirmed. 

Please read and follow the preparation instructions carefully before your appointment. 

What if I’m unable to follow the preparation instructions? 

Following the preparation instructions is important to ensure a high-quality examination. If you’re unable to follow them, your appointment may need to be delayed or rescheduled. 

Some patients may require alternative preparation instructions depending on their individual circumstances. 

If you have any questions or are unable to follow the instructions provided, please contact the practice before your appointment so our team can assist. 

Why do I need to acknowledge the preparation instructions? 

For examinations requiring preparation, you may be asked to confirm that you’ve read and understood the instructions before completing your booking. 

This helps ensure you’re aware of any preparation needed before attending your appointment. 

Are the fees displayed online final? 

Fees displayed during online booking are generally estimates based on the information you’ve provided. 

Your final fee may vary depending on your Medicare eligibility, concession status, referral details, examination requirements or applicable billing arrangements. 

If you have questions about the fee for your examination, please contact the practice before your appointment. 

Will I be eligible for a Medicare rebate? 

Medicare rebates depend on the examination requested and whether the relevant Medicare eligibility requirements are met. 

Some examinations have specific referral or clinical criteria. 

If you’re unsure whether a Medicare rebate applies to your examination, please contact PRP for assistance.

What is a callback request? 

Some examinations require assistance from our team before an appointment can be arranged. 

If you’re directed to request a callback, you’ll be asked to provide your details and select a preferred PRP practice. 

Our team will review your request and contact you during business hours to assist with arranging your appointment. 

Does submitting a callback request mean my appointment is booked? 

No. A callback request is not a confirmed appointment. 

Once you’ve submitted your request, you’ll see a ‘Callback request received’ message. 

Our team will contact you during business hours to discuss your examination and arrange an appointment. 

Why have I been asked to request a callback instead of booking an appointment? 

Some examinations require additional information, specific equipment, preparation or assistance from our team. 

You may also be directed to request a callback if you’re booking examinations for more than one body area or if none of the available appointment times suit you. 

Can I request a particular appointment date or time? 

Yes. You can include your preferred dates or times in the ‘Additional notes’ field when submitting your callback request. 

Our team will consider your preferences when contacting you to arrange an appointment, subject to availability. 

Will my selected PRP practice be able to perform my examination? 

When submitting a callback request, you can select the PRP practice most convenient for you. 

Not all examinations are available at every practice. Our team will confirm whether your examination can be performed at your preferred practice or help you find a suitable alternative nearby. 

Will I receive confirmation of my callback request? 

Once you’ve submitted your callback request, an on-screen message will confirm that it has been received. 

Our team will contact you during business hours to assist with arranging your appointment. 

Why do I need to provide my mobile number if I prefer email? 

Your mobile number is required to help us identify and match your details with our patient records. 

You can still select ‘Email’ as your preferred communication method for appointment confirmations and reminders. 

Can I provide additional information about my appointment? 

Yes. You can use the ‘Additional notes’ field to provide information that may help our team prepare for your appointment. 

This may include mobility requirements, relevant medical information or preferred appointment dates when requesting a callback. 

Can a parent, guardian or carer receive appointment communications? 

Yes. You can nominate a parent, guardian or carer to receive appointment communications by providing their details during the booking process. 

For patients under 16 years of age, guardian or carer details are required. 

Both the patient and nominated guardian or carer will receive appointment communications. If the same mobile number is provided for both, only one message will be sent to that number.

How will I know my appointment has been booked? 

Once you’ve completed your online booking, you’ll see a confirmation screen displaying your appointment details. 

You should also receive an appointment confirmation by SMS or email, according to your selected communication preference, approximately 5 minutes after booking. 

Will I receive an appointment reminder? 

Yes. Appointment reminders are generally sent approximately two business days before your appointment. 

Your reminder will include your appointment details, relevant preparation instructions and information about confirming or cancelling your appointment. 

If you book within two business days of your appointment, you may not receive a separate reminder. However, you will still receive your booking confirmation. 

What if I haven’t received my appointment confirmation or reminder? 

Please check your SMS messages or email inbox, including your junk or spam folder. 

If you haven’t received your appointment details, contact the practice so our team can assist. 

Can I confirm my appointment by replying to an SMS? 

If your appointment reminder includes the option to reply YES, you can confirm your appointment by replying to that message. 

If you have multiple appointments, you’ll need to use the secure link in your reminder to confirm each appointment. 

If your reminder is sent by email, please use the secure link to confirm your appointment. 

How do I cancel my appointment? 

If you’ve just completed your online booking and are still on the confirmation screen, you can select Cancel booking. 

Your booking confirmation message also includes a link where you can submit a cancellation request for our team to action. 

If you’ve received an appointment reminder, you can use the secure link provided to cancel your appointment directly. 

You can also contact the practice for assistance. 

How do I reschedule my appointment? 

If you need to change your appointment date or time, please contact the practice. 

You can also use the link in your booking confirmation to request that our team contact you about rescheduling. 

What’s the difference between the links in my booking confirmation and reminder? 

The link in your booking confirmation allows you to request a cancellation or ask our team to contact you about rescheduling. These requests are actioned by PRP staff. 

The secure link in your appointment reminder allows you to confirm or cancel your appointment directly. 

What if my appointment confirmation or cancellation link has expired? 

The secure link in your appointment reminder is available until approximately 23 hours before your appointment. 

If the link has expired, please contact the practice directly to confirm, cancel or make changes to your appointment. 

Why has my booking session timed out? 

For your security, online booking sessions have a time limit. 

After 10 minutes, a countdown will appear giving you an additional 5 minutes to continue or extend your session. 

If your session expires, you’ll need to start your booking again. 

What should I do if I’m having trouble booking online? 

If you’re experiencing technical difficulties or can’t complete your booking, please contact PRP for assistance. 

Our team can help you arrange your appointment. 

If your referring practitioner has advised your examination is urgent, please contact PRP by phone rather than booking online.