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Frequently asked
questions
GENERAL
How can I make a suggestion or raise a concern?
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We value our members, and any feedback is greatly appreciated. CU Health takes all complaints very seriously. If you would like to make a suggestion or complaint regarding CU Health and our services, you can get in touch either via emailing support@cuhealth.com.au.
I’m running late for my appointment, what do I do?
We understand sometimes time gets away from you and you might run late for your appointment. If you do run late, please let us know as soon as possible so that we can let your Health Care Provider know and potentially offer the appointment to someone else in need. If you are unable to make the appointment, we can help you reschedule to a new time that suits.
How can I reschedule an appointment?
You can find any future booked appointments in the top, centre of your dashboard. Here you can select the appointment you wish to reschedule by following the prompts.
How can I cancel an appointment?
You can find any future booked appointments in the top, centre of your dashboard. Here you can select the appointment you wish to cancel by following the prompts.
How do I book an appointment?
You can book an appointment by logging in to your CU Health profile. Once you are on your dashboard you can click the ‘book an appointment’ button located in the top right-hand section. Follow the prompts to complete the booking.
I have some questions about the Terms of service and the privacy policy, who should I contact?
Please get in touch with support@cuhealth.com.au if you have any questions about either policy.
My password won’t save, what do I do?
To support the privacy and security of our members and services, we have strict password requirements. Our passwords must include the following; 10 letters, 1 upper case letter & 1 special character (confirm). If your password fulfils that criteria and it still won’t save, please contact support@cuhealth.com.au.
I haven’t received my mobile verification code, what do I do?
If you are still on the phone verification screen, please select “resend code”. If you don’t receive the verification code again, double check you entered the correct phone number. If the problem persists, please get in touch with support@cuhealth.com.au.
Why do you need my phone number?
As healthcare providers, it is vital to have as many means of communication with our members as possible, so that we are able to get in touch with you for any emergencies or urgent clinical matters. If you would like to discuss this further, please contact support@cuhealth.com.au.
Do I need an alternate email address?
No, you do not need to change your email address. You can continue to receive all CU Health communications to your work email address.
I changed my preferred email address, will this change my username?
This will not change your username. Your username will remain your work email address.
What do I do if I don’t want to use my work email?
You are able to nominate a different email address. However, this will only change where you receive CU Health communications. Your username will continue to be your work email address.
My registration link isn’t working, what do I do?
If your registration link isn’t working, please email support@cuhealth.com.au, and we will provide you with an updated link to complete your registration.
I can’t find my registration email, what should I do?
Please check your junk mail, if not in there, email support@cuhealth.com.au and we can send you a new link.
How do I register for CU Health?
To join CU Health as a private member, contact us at support@cuhealth.com.au. If your organisation has registered for CU Health, you should have received an email from CU Health addressed to your work email. Within that email is a registration link to complete your registration.
Who can register for CU Health?
Everyone can register for CU Health as a private member. If you are an employee of an organisation who has partnered with CU Health, then you may be able to register for CU Health services through your employer. If you would like to find our if you are able to register through your employer, please contact your HR representative.
Why was I logged out of my account?
For safety and security, CU Health logs our members out of the portal after 20 minutes of inactivity.
I need to change my password, what do I do?
Log into your CU Health Portal and click on the Profile section of your dashboard. Once in there, click on Security. There you can enter a new password and save. Passwords need 10 characters minimum, 1 number, 1 uppercase letter, 1 symbol, 1 lowercase letter.
My password isn’t working, what do I do?
If your password isn’t working, you may need to reset it. Click on the “forgot your password?” section on the bottom of the login page and follow the prompts to create a new password. If you still can’t log in, contact us by emailing support@cuhealth.com.au or calling 1300CUHEALTH.
I can’t log in, what should I do?
If you can’t log in, you may need to reset your password. Click on the “forgot your password?” section on the bottom of the login page and follow the prompts to create a new password. If you still can’t log in, contact us by emailing support@cuhealth.com.au.
What are my login details?
Your username is your work or personal email you used initially to set up your profile. If you are unsure of your username, email support@cuhealth.com.au.
Can I make the Health Check Information private?
Yes, if you wish to, you can hide and only allow yourself to see the results.
Why do I need to do the Health Check?
The aim of CU Health is to provide the most comprehensive and best healthcare to all its members. The Health Check supports this aim by collecting valuable health insights ahead of your first visit. This allows the HCP to prepare for your visit ahead of time and allows the HCP to dive right into your consultation without spending valuable time on preliminary questions.
What do you do with the information from the Health Check?
The information you provide is stored securely and you are able to access your Health Check answers through your CU Health login. CU Health may collate de-identified data to benchmark your organisation. Your information will never be used for marketing purposes or sold to third parties.
What is the CU Health Health Check?
The Health Check is a member survey designed to provide CU Health HCPs with a baseline understanding of your health prior to your first visit. Questions include family history information, and your current health and wellbeing habits. Only yourself, and CU Health HCPs have access to your results.
Do I need to add my weight and BMI to my profile?
It is not compulsory to enter your weight and BMI, however, this data is highly valuable in a healthcare setting and will support your Practitioners in providing comprehensive care. You can also use the dashboard to monitor these figures and establish trends. Your Practitioner can speak to you in more detail around the importance of these data sets.
If any of my information changes, how can I update my profile?
It is very important that when any of your information changes, you update your CU Health profile. You can do this by logging into your CU Health Dashboard, and then clicking on the person Icon in the top right-hand corner, then select profile. This will take you to the overview of your information and you can edit any of it by clicking on the small pencil icon in the top right.
Why do I need to provide a mailing address?
As part of your care, if the GPs and/or Health Coaches are not able to get in touch with you via phone or email for urgent or clinically significant results, we will send you a registered letter detailing the significance of your result and the importance of follow-up.
Please ensure your mailing address is up to date. You can update your details via your CU Health dashboard.
Why do I need to provide an emergency contact or next of kin?
If GP and/or Heath Coach to contact you via telephone for urgent clinical results/in case of an emergency, they will attempt to contact your nominated Next of Kin (NOK) or Emergency Contact. Please ensure your NOK/Emergency contact’s telephone number is up to date. You can update your details via your CU Health dashboard.
Who should I have as my emergency contact?
Your emergency contact should be someone who is close to you, such as a partner or relative, who we could call in a health-related emergency.
I need help with my profile, what do I do?
If you have any questions regarding your profile, please reach out to support@cuhealth.com.au.
Can I use CU Health if I am not an Australian resident or citizen?
Yes, you can utilise CU Health services if you are not from Australia, are not an Australian resident, or do not have a Medicare Card. Without a valid Medicare card, you will not be able to receive a eScript for medication so please have your IHI number ready to give to your GP at your first appointment.
Do I need a Medicare card to complete my profile?
If you are an Australian resident, you will need to enter your Medicare card. However, if you do not have a Medicare Card, please have your IHI number ready for your initial GP appointment so you are able to receive eScripts if needed.
Why is my profile only showing as 40%? And showing as incomplete?
When you enter your dashboard for the first time, you will see your profile as having a completion level of 40%. The happens when there is outstanding information required to enable you to utilise CU Health services.
How do I complete my profile? What are the steps?
In order to complete your CU Health profile, fill in:
- Contact Details
- Address information
- Medicare Information
- Emergency Contact and Next of Kin
Why do I need to complete a profile?
As a certified Healthcare provider, CU Health is legally required to collect information on our members. We only ask for you to provide what is the minimum requirement in order to complete your profile.
I want to go to the pharmacy myself, can I take the CU Health script directly?
Yes, you can present your eScript in person to any pharmacy to be filled.
Who delivers the medication and where can I get it delivered?
CU Health have partnered with a medication delivery service, Chemist 2 U. Through the CU Health platform you can submit your script for delivery to your home or office. For any questions about Chemist 2 U and their services, visit, chemist2u.com.au
How do I access eScript Delivery?
The eScript Delivery function can be accessed by clicking on the E-Script Delivery button under Quick actions. This will take you through to Chemist 2 U where you can upload your eScript and organise delivery.
Can I request pin protection on my referral?
Yes, you can speak to your HCP about having your referral pin protected.
I can’t see my past referrals, how can I access those?
If you can no longer find a referral in your email inbox, please contact support@cuhealth.com.au and we can resend these to you securely.
How do I receive the referral?
The referral will be emailed to your preferred email address via our secure medical practice software.
What can I request a referral for?
You can request a referral to a specialist or for medical investigations, such as an ultrasound or X-Ray.
How can I request a referral?
Book an appointment with a CU Health GP to discuss your referral options.
Can I add my own information to the Health Library?
You can save articles from the Health Check into your Health Library, however, you are unable to upload your own information and articles.
Who can see the information in my health library?
Only you have access to your unique health library.
What is the Health Library?
The Health Library is your personalised knowledge repository where all articles that have been saved or sent to you by your Practitioner. To access these articles, click on your health library via your CU Health Dashboard.
I want to cancel my membership to CU Health, what do I do?
Please get in touch with the HR representative in your company and they can organise this for you.
How can I permanently delete my information?
By law we are required to keep your clinical information on file for 7 years. This information is kept securely and is not accessed unless necessary. If you have any questions regarding this, please contact us by emailing support@cuhealth.com.au.
If I am no longer employed, what happens to my profile/memberships?
Your old employer will communicate this to us, and your profile and membership will be made inactive. If you would like to continue your healthcare journey with CU Health after you leave your company, we can change your profile with CU Health as a private member. Contact us at support@cuhealth.com.au if you would like to do this.
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