Frequently Asked Questions
Most frequent questions and their answers
Questions about Akero
What is Akero?
Akero is an online health platform allowing you to access health services from qualified professionals. You can find Australian qualified health professionals that suit your needs, book an online consult and have a video or text session on your phone or laptop from the comfort of any location.
Can Akero help me?
Whether it’s help with stress or mental health, fitness goals, a sore neck from too much time on the phone or other health needs, Akero is able to help connect you to experienced and qualified health professionals able to help you. We believe in making health accessible, affordable and available to everyone.
I don't live in Australia. Will Akero work for me?
Yes, you can get the help you’re after anywhere in Australia or the world. All you need is a good internet connection.
Does online therapy really work?
Absolutely, more and more research continues to emerge showing that online therapy is as effective as face to face consultations, giving you more flexibility on where and when you get help.
Can I refer a friend?
You’re a good friend! Referring a friend to a therapist is easy on Akero, simply go to the health professionals profile page and click – Refer a friend to send an email to your friend.
Are the health professionals qualified?
Yes, all health professionals on Akero are carefully reviewed to ensure they have current registration and appropriate qualifications from Australian education institutions. We also ensure they have real world experience and a passion in helping people before they can get on the platform.
Bookings, Costs & Appointments
How do I book an appointment?
To book a session simply click book now anywhere on our site to get to the booking page. Pick the service you are after and search for your best fit on our profile page. Click the health professional and book in a time on their calendar. Once booked in, you will be sent a booking link for your consult.
How do I pay for my session?
At the time of making your booking you will be able to make payment for your session via debit or credit card through our payment gateway (stripe). Please see below if you need to re-schedule or cancel your appoint.
We strive to provide you with a great service and experience, however if for some reason things don’t go so well and your unhappy with your service please contact us at firstname.lastname@example.org and one of our friendly team will contact you promptly to provide help.
What happens if I need to Re-schedule or cancel my appointment?
We know life is busy and sometimes things need to be moved around. If you need to reschedule or cancel your appointment please contact our help team at email@example.com and one of our friendly team will contact you promptly to provide assistance.
Note: A 50% cancellation fee will be applied to any cancellations within 24hours of the appointment.
How much does Akero Cost?
We believe in straight forward transparency which is why we have fixed pricing for the consults on Akero. These prices can be found on our home page.
Can I claim a Medicare rebate?
For Psychology consults if you have an enhanced primary care plan and are in rural Australia (modified Monash regions 4-7), you are eligible for Telepsychology via your mental health care plan. Please speak to your GP to find out if you are eligible for this.
For all other services or those in metropolitan areas there is no Medicare rebate as of yet, one of the reasons we strive for affordable pricing of our services.
Can I claim private health insurance?
Private health is complex, even for us who work in health everyday! You may be eligible to claim some or all of the cost of each consult from your private health insurer. The various insurers all have different levels of cover and criteria on what they cover so it is best to contact your insurer directly to ask if you are covered.
For Health Professionals?
How can I join as a Health Professional?
Interested in helping more people and helping us make health accessible, affordable and available to everyone. Get in touch with us at firstname.lastname@example.org for us to chat about coming on board the platform.
How much does it cost to be a provider on Akero?
As a health professional on Akero there is no cost to be a provider on the platform. We simply change a % of the consult fee to help us build our platform to get in front of and offer help to more people. This means there is no downside or risk to you as a provider.
What are the requirements for Health Professionals
The requirements for all health professionals on our platform can be found on our Join Us page. If you meet these requirements then please contact our team at email@example.com
Besides these administrative requirements, all that is required is your passion in helping people.
How do I get paid from Akero?
Payments for the bookings are taken by Akero at the time of the booking. We are working towards being able to pay health professionals following the session being completed successfully but for now we are working on a weekly cycle to transfer the funds to you.
Telehealth and Security
Are the web consults secure?
Yes, security and privacy are our priority our platform uses video software that is;
- End to end encrypted video link
- Data security and encryption
- 256-bit data encryption
- No recording of sessions without your explicit consent
How is my data stored?
All patient data is within secure practice management and patient data software that is standardly used by health professionals. All clinical notes and other data is to be stored in line with guidelines from AHPRA (Australian Health Practitioners Regulation Agency).
Help & Support
Help! Something's not working!
We know from time to time even the best made plans don’t work and sometimes things go wrong (we’re all human). If something’s not working or goes wrong, please don’t hesitate to contact our help team at firstname.lastname@example.org and one of our friendly team will contact you promptly to provide help 🙂
The site is not working for me!
If our platform is not working for you, disconnects or freezes out?
Please try the following:
- Check the internet is still connected and the signal is strong
- Look at swapping browsers to Google Chrome if not already on it
- Refresh the page in your web browser
- If you are still having issues, please contact our team at email@example.com and one of our friendly team will contact you promptly to provide assistance.