Frequently asked
questions

https://www.cuhealth.com.au/cancellation-policy

https://www.cuhealth.com.au/terms-of-service

https://www.cuhealth.com.au/privacy-policy

https://www.cuhealth.com.au/cancellation-policy

Yes, if you wish to, you can hide and only allow yourself to see the results by selecting "no” to share your results with your HCP

Yes, CU Health can provide prescriptions to members. To request a prescription, you will need to book an appointment with one of our GPs. During your consultation, the GP will complete a clinical assessment and, if a prescription is clinically appropriate and you are eligible, it will be provided.

Please note:

• CU Health does not prescribe any Schedule 8 (S8) medications.

• Under employer-funded memberships, CU Health practitioners do not prescribe weight loss medications.

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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 by emailing support@cuhealth.com.au.

If you’re running late for your appointment, please call CU Health Support as soon as possible on 1300 CU HEALTH so we can notify your practitioner.

Depending on how late you are, your practitioner may not have enough time remaining in the session to see you and a reschedule may be required. If this happens, our team can help you book a new appointment time that suits.

We encourage you to attend your appointment whenever possible. Please note that late cancellations and missed appointments may incur a fee, which may be charged to either your employer (for employer-funded memberships) or directly to you as the member.  

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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.

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.

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.

Please get in touch with support@cuhealth.com.au if you have any questions about either policy.

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 and 1 special character (confirm). If your password fulfills that criteria and it still won’t save, please contact support@cuhealth.com.au.

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.

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.

No, you do not need to change your email address. You can continue to receive all CU Health communications to your work email address.

This will not change your username. Your username will remain your work email address.

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.

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.

Please check your junk mail, if not in there, email support@cuhealth.com.au and we can send you a new link.

To join CU Health as a private member, please contact us at support@cuhealth.com.au and our team will help you get set up.

If your organisation has partnered with CU Health, you should receive a registration email to your work email address. This email will include a secure registration link that you can use to complete your sign up.

If you experience any issues accessing your registration link or creating your account in either circumstance, please reach out to our support team at support@cuhealth.com.au and we will assist you.

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CU Health is available to both the general public and employees of organisations that partner with us.

• Private members: Anyone can register for CU Health and access our services as a private member.

• Employer-funded access: If your employer has partnered with CU Health to support their team, you may be eligible to register and access services through your workplace.If you are aware of CU Health being used amongst your team members and you do not have access as yet, we recommend speaking to your HR team.

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For safety and security, CU Health logs our members out of the portal after 20 minutes of inactivity.

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.

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.

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.

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.

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.

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.

The CU Health Health Check is a quick, confidential survey that helps you get the most out of your care from the very start.

It gives your CU Health healthcare practitioner a baseline understanding of your health before your first appointment, including things like your family history, current health concerns, lifestyle habits, and overall wellbeing. This helps your practitioner tailor the consultation to your needs and focus on what matters most to you.

It is also a really useful tool for you as a member. Based on your responses, the platform can recommend helpful health resources and guidance to support you in kick starting your health journey.

Only you and CU Health healthcare practitioners have access to your Health Check results.

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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.

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.

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.

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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.

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.

If you have any questions regarding your profile, please reach out to support@cuhealth.com.au.

If you are an Australian resident, you will be asked to enter your Medicare card details when setting up your CU Health profile.

While CU Health services are not Medicare-refundable, we still require this information because it is an important identifier used in Australian healthcare. It helps ensure that if you need a prescription (including eScripts) or a referral, the correct details can be included on your documentation as required.

If you do not have a Medicare card, please have your IHI (Individual Healthcare Identifier) number ready for your first GP appointment. Your IHI can also be used to support the delivery of healthcare documents such as prescriptions and referrals, including eScripts where clinically appropriate.

This helps our GPs provide safe, accurate care and ensures your prescriptions and referrals meet Australian requirements.  

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When you enter your dashboard for the first time, you may need to complete outstanding information required to enable you to utilise CU Health services. This information includes Medicare number and Emergency contact details.

In order to complete your CU Health profile, fill in:

• Contact Details

• Address information

• Medicare Information

• Emergency Contact and Next of Kin

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You need to complete your profile so CU Health can provide safe, accurate, and compliant healthcare services.

As a certified healthcare provider, we are legally required to collect certain essential personal details to confirm your identity and maintain an accurate clinical record. This information also helps us contact you when needed and ensure your care is delivered safely and without delays.  

We only request the minimum information required, and your details are stored securely in line with privacy and healthcare regulations.

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Yes, you can present your eScript in person to any pharmacy to be filled.

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. This is available only to Australian based members.

Yes, you can speak to your HCP about having your referral pin protected.

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.

Your referral will be sent to your preferred email address via our secure medical practice software.

Please also check your spam or junk folder, as the email may not always land in your inbox depending on your email security settings or workplace restrictions. If you can’t locate it, please contact us and we can help.

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You can request a referral for specialist care or medical investigations, such as radiology or pathology. Your CU Health Practitioner will review your symptoms and health concerns during your consultation and determine what type of referral is clinically appropriate. This ensures the referral is best suited to your individual needs and aligns with the right pathway for your care.

Book an appointment with a CU Health GP to discuss your referral options.

You can add resources to your Health Library by completing the Health Check tool. During the Health Check, you may be given the option to save the recommended CU Health resources to your Health Library so you can easily access them again from your Dashboard.

At this stage, you are not able to upload or save your own documents or external links into the member portal. This means articles or resources from outside CU Health cannot be added to your Health Library.

Because it is personalised to your profile and care, the articles and information saved there are private and visible to you only.  

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The Health Library is your personalised knowledge repository where you can find all articles that have been saved or shared with you by your Practitioner.

These articles will appear directly on your CU Health Dashboard, located in the bottom right-hand corner. Simply click on an article to open and read it at any time.  

If you’d like to cancel your CU Health membership, the best first step is to contact your company’s HR representative, as employer-funded memberships are managed through your workplace. They can arrange the cancellation on your behalf.

If you would prefer, you can also reach out to our support team and we can help guide you through the process or facilitate a deactivation where appropriate.

If you are choosing to cancel due to a concern about the service you received, we would really appreciate the opportunity to hear your feedback. Please contact us so we can support you and help resolve any issues where possible.

For assistance, email us at support@cuhealth.com.au.

By law, we are required to keep your clinical information on file for 7 years. As this information forms part of your clinical record, we are also bound by privacy laws and health records legislation that require us to store and protect it appropriately.

Your information is kept securely, with access restricted to authorised staff only, and it is not accessed unless it is necessary for your care, legal obligations, or approved administrative purposes. We take privacy and confidentiality seriously and have safeguards in place to help prevent unauthorised access, use, or disclosure.

If you have any questions regarding this, please contact us by emailing support@cuhealth.com.au

Once we’re notified by your employer that your employment has ended, your employer-funded membership will be made inactive.

The good news is that you can absolutely continue your healthcare journey with CU Health. While you may no longer have access through an employer-funded membership, you can still book and see our practitioners as a private member. You will simply pay for appointments as you go.

If you’d like to switch to a private membership, just email us at support@cuhealth.com.au and our team will update your profile for you.