Identity verification

Identity verification is the process of confirming that a healthcare service is dealing with the correct patient. In telehealth, this may involve checking personal details or approved identification because the patient is not physically attending the clinic. The aim is to connect care, records and documents to the right person.

Why am I asked to confirm details again?

A clinician may repeat checks even when you entered information during booking. Similar names, shared contact details and data-entry errors can otherwise lead to information being attached to the wrong record. Confirming identity is also relevant before issuing a prescription, referral or certificate.

Use your own accurate details and tell the service if your name or contact information has changed. If you are booking for someone else, make that clear. A parent, carer or support person should not accidentally become the named patient on the clinical record.

For the Australian guidance behind this explanation, see Australian Government Department of Health, Disability and Ageing: Telehealth - cybersecurity and privacy considerations.

What should I check before sharing identification?

Confirm you are using the service's official website or approved channel. Ask what information is required and why, particularly if a request arrives unexpectedly. Do not send identification or health information in response to an unverified message.

Identity checks should be proportionate to the task and explained through the service's privacy arrangements. You can ask how information is stored, who can access it and what alternatives are available if you cannot use the requested method. Avoid sending more documentation than the service asks for.

What if I cannot complete the check?

Contact the service before the appointment if possible. Explain the problem so it can advise on an appropriate alternative or whether the consultation needs to be rescheduled. Do not create a second account with different details merely to bypass the process.

Read Doccio's privacy information and online doctor process. Identity verification supports safe care, but it does not by itself establish whether a requested treatment or document is clinically appropriate.

Where to go next

Read online doctor consultations to understand the relevant service. A doctor decides whether a consultation, examination, referral or another pathway is appropriate for your situation.