Frequently asked
questions

CU Health serves as a Complete Wellbeing Solution (CWS) for your organisation and extends well beyond traditional Employee Assistance Programs (EAP). We are dedicated to helping everyone become the best versions of themselves by providing integrated care that covers both mental and physical health needs. Our approach is designed to work in conjunction with existing healthcare providers or act as the primary GP for those without one.

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This versatility makes CU Health ideal for organisations that wish to offer their employees a robust support system that enhances their wellbeing, as well as for individuals seeking a reliable and comprehensive healthcare solution. Whether enhancing an existing EAP, functioning as a standalone healthcare service, or serving as a regular GP, CU Health adapts to meet diverse health needs, ensuring all members have access to the care they require to thrive.

CU Health provides both mental and physical healthcare because we recognise the interconnected nature of these health aspects. Physical and mental health conditions often influence each other, requiring a holistic approach to ensure effective identification, diagnosis, and treatment. Our team of subject matter experts, including GPs, dietitians, psychologists, and health coaches, works collaboratively to address the full spectrum of health issues.

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Evidence consistently shows that symptoms of mental health conditions can be closely linked to physical ailments. For example, poor sleep and diet can significantly impact mental well-being, and physical symptoms can often mask or exacerbate mental health issues. Involving GPs alongside mental health professionals ensures accurate diagnoses and safe, comprehensive treatment plans. By focusing on holistic, whole-person health, CU Health aims to improve overall well-being, recognising that a multifaceted approach is essential to truly support and enhance an individual’s health.

CU Health offers a range of appointment types designed to accommodate the busy schedules of working professionals and time-poor members. Our flexible scheduling includes early morning and evening slots, ensuring that all clients can find convenient times to engage with our healthcare services.

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• Initial and Extended Appointments: For new members or those with complex needs, these sessions provide a thorough understanding of the member’s health status, allowing enough time to discuss detailed health concerns and establish comprehensive care plans.

• Standard/Review Appointments: Ideal for returning members who require quick check-ins or follow-up on ongoing treatments. These shorter sessions are perfect for discussing test results, repeat prescriptions, or minor health updates, ensuring members can quickly return to their daily activities without disruption.

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These tailored appointment options ensure that every interaction with CU Health is efficient, effective, and aligned with our member’s health and wellness goals, making it easy to maintain consistent care even with a demanding lifestyle.

CU Health employs a comprehensive team of healthcare professionals, each carefully selected and trained to provide the highest standards of care across various disciplines. Our team includes:

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• General Practitioners (GPs): Experienced physicians who are registered with the medical board, capable of providing comprehensive healthcare and coordinating with other specialists.

• Psychologists: Licensed mental health professionals offering therapeutic and counselling services to address a range of psychological issues.

• Dietitians: Accredited nutrition experts who assist patients in managing their dietary needs to improve health outcomes.

• Health Coaches: Registered nurses dedicated to guiding patients through their health and wellness journeys, ensuring ongoing support and care continuity.

• Performance/Executive Coaches: These are specialised coaches, typically with backgrounds in psychology, who focus on enhancing leadership skills and professional development. They help members maximise their potential in the workplace through tailored coaching sessions.

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All professionals at CU Health are rigorously vetted and must meet high standards set by our clinical leadership committee, which includes position-specific qualifications and registration with respective professional regulatory bodies.  

Yes, CU Health compliments, replaces or extends upon existing Employee Assistance Programs (EAPs) by offering a comprehensive approach that goes beyond traditional psychological services. We uniquely integrate community general practice with a proactive, multi-disciplinary team that collaborates to provide preventative and early interventions. Our goal is to care for the whole person, enhancing physical health and mental resilience while supporting the sustained performance of high-performing teams.

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Furthermore, CU Health stands out by being a proactive and collaborative health service. We care deeply about our members as whole individuals, working collaboratively to optimise their overall well-being. Our approach ensures that each member receives personalised care that not only addresses immediate concerns but also promotes long-term health and success.

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CU Health distinguishes itself from typical Employee Assistance Programs (EAPs) by offering a comprehensive, whole-person approach to healthcare that is proactive rather than reactive. We are Australia’s first Complete Wellbeing Solution (CWS) for businesses. Unlike traditional EAPs that primarily focus on short-term support, CU Health provides ongoing care through a consistent team of healthcare professionals including GPs, Dietitians, Psychologists, and Health Coaches (Registered Nurses). This multidisciplinary team collaborates to not only address immediate health issues but also to prevent potential health crises by identifying and managing underlying physical and mental health symptoms.

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Furthermore, CU Health enhances traditional EAP services with Executive Coaching and a range of personalised, evidence-based health interventions designed to support each employee's unique healthcare needs. These services include:

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• Investigation and Management: Collaborative investigations by dietitians and GPs support effective diagnoses and the creation of comprehensive management plans for chronic conditions, sexual health, and maternal health both pre and postnatal.

• Digital Health Solutions: Digital prescriptions and home delivery of medications, along with digital referrals to specialists and requests for pathology and imaging, streamline healthcare processes.

• Wellbeing Plans: Nurse-led plans focus on long-term improvements in wellbeing and performance, incorporating strategies like fatigue management and family planning.

• Performance Coaching: Tailored coaching programs aim to enhance leadership skills and professional development, significantly extending beyond typical EAP offerings.

• Preventative Care: Early identification of health issues such as cancer through screenings and promotion of healthy lifestyles, including diet plans for chronic condition management prepared by dietitians.

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These integrative and expansive services make CU Health a superior choice for organisations that value comprehensive healthcare and the overall well-being of their employees, setting a new standard for what an employee healthcare program can offer.

For a detailed understanding of how CU Health can serve as your Employee Assistance Program (EAP) and the associated costs, we invite you to contact us directly. Please reach out to us at [EMAIL] to schedule a discussion. During this consultation, we will tailor our conversation to your business's specific needs and provide you with a customised costing based on the services you require. This approach ensures that you receive the most accurate and relevant information for your investment in your team's health and well-being.

Yes, you can choose to offer only specific appointments and services that best suit your organisation's needs. While we recommend providing access to our full range of services to take advantage of our holistic approach to healthcare, we understand that each business has unique requirements. Tailoring the services available to your employees allows you to align the healthcare support with your company's health and wellness strategies effectively.

Yes, you have the flexibility to decide which employees receive CU Health access based on your understanding of the organisation's needs. To foster significant improvements in organisational health capacity, we recommend extending care to as many employees as possible within your organisational scope and budget constraints.

Our team is ready to assist in crafting a rollout plan that aligns with your specific objectives and budgetary considerations. You might choose to initially offer services to select departments, regions, or tiers of seniority, with plans to expand coverage gradually.

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The management of CU Health access for incoming and departing employees is streamlined through an application called Copilot. When there is a change in your workforce, simply complete a new or departing employee form. Your account manager will handle the updates to their access based on this information, ensuring that your employee roster remains current with the appropriate health service access.

After signing your agreement, you will be handed over to your account manager who will work through with you details regarding your launch. We provide online, in-person or a hybrid launch options depending on what would suit your organisation best. Prior to launch, your account manager will cover any important details they will need to ensure that your launch will go as smoothly as possible.

For the decision makers of your company, we can arrange for a 7 day trial of our platform and services. This will be for 1-2 people from your company only. To explore the benefits of CU Health for your organisation, please contact our team at hello@cuhealth.com.au to discuss options for a trial run. This allows you to assess our services and determine how they can best meet the needs of your business before making a full commitment.

We provide a complete onboarding experience before launching CU Health to your team members. This will include showing your staff how the platform looks, operates and how to utilise the service. As our platform is simple and intuitive, no formal training should be required after this point. Our member services team is also available by phone and email to respond to any specific questions.

Yes – CU Health is fully compliant with the Privacy Act. To request our privacy policy please email the Privacy Officer.

All CU Health employees and healthcare professionals are required to complete specific privacy training. This training is facilitated by an external agency and updated annually unless obligations change.

CU Health has a Privacy Officer who is contactable by emailing privacy@cuhealth.com.au.

After the initial launch phase, ongoing support is a cornerstone of our service. Your organisation will be assigned a Practice Manager who provides support at the member level, ensuring that member’s needs and issues are efficiently addressed. Additionally, your account manager will continue to offer support at the company level, assisting with any broader or strategic concerns that may arise. This dual level of support ensures that both your organisational needs and the member health needs of your employees are continuously met.

Yes, departing employees can continue to access CU Health services even after leaving your company. Once an employee departs, their account can be deprovisioned through the client portal, similar to how new employees are added. However, they have the option to transition to our consumer organization, where they can continue to access the same clinicians and services on a self-pay basis. This allows former employees to maintain continuity in their healthcare without interruption.

No, we maintain strict confidentiality regarding individual health information. While we can provide de-identified data to allow you to monitor service usage and overall engagement within your organisation, we do not share any personal details or specific appointment information of employees. This approach ensures privacy and compliance with health data protection regulations.

Yes, by addressing health issues early through regular checks, mental health support, and wellbeing plans, CU Health helps prevent minor issues from escalating and boosts overall productivity.

Yes, we offer on-site and virtual critical incident support, including trauma counselling and follow-up care.

Yes, we provide specialised psychological services, critical incident management, and proactive mental health support for high-trauma environments.

You will receive a registration link from your employer or directly from CU Health. If you're a member of the public, register here: CU Health Registration.

Use your registered email and password to log in via the portal: CU Health Portal.

Click "Forgot Your Password?" on the login page and follow the prompts to reset it.

Log into your member portal, click "Book an Appointment," and select the desired service, clinician, and time.

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You can also book an appointment via your My Healthcare Team by selecting ‘Book Now’. Your Healthcare Team can be found towards the bottom of your portal home page:

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If you run into any trouble, please phone 1300 284 325

Log into the portal, find your upcoming appointment, and click either ‘Reschedule’ or ‘Cancel’.  

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Please note a fee applies after three cancellations within 3 hours of your appointment.

CU Health can be accessed on any device with internet access (laptops, tablets, and mobile phones).

A Wellbeing Plan at CU Health is a customised roadmap designed to support and enhance an member’s health and wellness across multiple dimensions, including mental health, diet, sleep, physical activity, social connectedness, and other modifiable risk factors. Developed in collaboration with a Registered Nurse, these plans serve as a proactive tool to empower members to achieve their personal wellbeing goals.

Here's how it works:

• Personalisation: Each wellbeing plan is tailored to the member’s specific health needs and goals, taking into account their unique lifestyle and preferences.

• Accessibility: Members can initiate a wellbeing plan on their own through the CU Health platform without needing a referral from other practitioners. They can simply book a Wellbeing Plan appointment with a Health Coach whenever they feel the need.

• Support and Follow-Up: The plan includes regular check-ins, with a Health Coach who provides ongoing support and guidance to help the member stay on track. This consistent engagement helps to adjust the plan as needed and ensure that the member is making progress towards their goals.

• Documentation: Each member receives a copy of their wellbeing plan, which they can refer to and use as a guide in their journey to better health.

Overall, Wellbeing Plans at CU Health are not just about addressing immediate health issues but are focused on long-term health and vitality, offering a comprehensive approach to a member’s overall health and wellbeing.

An Annual Health Check at CU Health is a comprehensive assessment designed to provide a complete overview of a member’s health and well-being. This thorough examination, conducted by a CU Health GP and a health coach, evaluates medical history, identifies risk factors, and assesses key health areas including cardiovascular health, diabetes risk, cancer screening, and more. The goal is to empower members to take charge of their health by catching any early warning signs and making informed decisions about prevention and care.

During the Annual Health Check, if further investigations are deemed necessary, such as pathology tests or imaging, these will be ordered. Following these tests, a follow-up appointment is typically scheduled to review the results. At this follow-up, the GP may issue a detailed care plan with treatment and management recommendations, and if needed, refer the member to a CU Health dietitian, psychologist, or an external specialist. This holistic approach ensures that every aspect of a member’s health is considered, leading to better long-term health outcomes and proactive disease prevention.

Depending on a clinician’s availability, we offer appointments ranging from 7am to 9pm AEST.

Yes, we have appointments available to be booked with select Health Care Practitioners from 7am-9pm Monday to Friday.

Yes, our support team can be contacted on support@cuhealth.com.au or on 1300 CU HEALTH during business hours.

While appointments with a psychologist, dietitian, or registered nurse can be effectively conducted via our secure video portal, approximately 25% of GP consultations may require an in-person visit to properly address certain health concerns. Our GPs are equipped to identify when a physical examination is necessary and will guide members on how to access the required in-person care.

It's important to note that in-person appointments are not covered within the CU Health membership benefits and are billed according to the fee policies of the external provider. Should an in-person consultation be required, our team will inform the member about potential out-of-pocket costs. Members will be responsible for these costs at the time of their appointment.

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Yes, CU Health provides digital prescriptions (eScripts) to all Australian citizens and those residing in Australia on a visa. Members can receive these prescriptions directly to their mobile phone or email. They have the flexibility to have their prescriptions dispensed at any pharmacy of their choice or opt for convenience through our delivery partner, Chemist2U.

Additionally, CU Health has integrated an eScript widget on our platform, with our partnership with Chemist2U. This feature allows members to not only organise prescription deliveries but also purchase over-the-counter medications and other pharmaceutical items, facilitating easy and efficient delivery right to their doorstep.

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Yes – all members will receive digital order forms to their mobile phone or email when those services are ordered through a CU Health GP. This can come at an additional cost.

We work with each member to ensure their regular GPs are kept informed and involved in their care, if they so wish.

No – CU Health is accessed via a secure web portal and no software needs to be installed or downloaded. You just need internet and a suitable electronic device with a webcam to use our services.

Yes, some appointments are eligible for Medicare rebates. Our Practice Manager can assist with any questions regarding rebates.

If you are paying for an appointment yourself, we accept card payments.

Yes – in accordance with the Privacy Act 1988.

To request our security management plan, please email our privacy officer. 

No, your employer will not have access to your personal health information or specific details about your appointments. CU Health ensures the privacy and confidentiality of all health data. Employers may receive only de-identified, aggregated data to assess the overall usage and effectiveness of the services provided, but individual appointment details and personal health information remain strictly confidential.

Yes– while employees are required to sign in using their work email however you can update the email address to their personal email to receive ongoing correspondence from CU Health if they prefer

If a member's CU Health access is provided by their employer, unfortunately, their partners and family members are not eligible to use the same account for their own healthcare needs. However, partners and family members are welcome to create their own separate accounts on our consumer platform. This allows them access to the same comprehensive range of services, albeit on a self-funded basis, meaning they would be responsible for any out-of-pocket costs. Please note, we only offer our services to those 18 years of age and over.

Members should check with their organisation or HR department, as some employers may offer special deals or discounts for family members as part of their corporate health plan. This can provide a more affordable way for family members to benefit from CU Health’s services and ensure comprehensive healthcare coverage for the entire family.